Hilton Garden Inn Hattiesburg — Hotel in Hattiesburg

The hotel is under renovation, but what I've seen the work is going poorly. In addition, the front desk staff immediately assumes the guest is wrong if something is not going right. Billing to the credit card seems to be 7 days delayed for some unknown reason. I was there for 11 days.||- The cupboard above the dry bar was detaching itself off the wall. ||- The toilet was not attached to the floor securely||- The new desks bought for the room don't fit into the nook they're supposed to. So the telephone is on the floor and they routed an extension cord from behind the couch.||- There was still packing materials and labels on the new furniture||- The diverter on the tub spout is extremely difficult to pull up to get the flow to the shower head. Felt like I was going to break the tub spout off the wall.||- When asking for my room to be cleaned after it wasn't the first 2 days, the first thing the front desk assumed was I had the "Do Not Disturb" sign up. I told them I haven't had it hung up since check-in. And the response I got back was "are you sure?"||- Again the room wasn't cleaned, after asking for it. I got the same questions of if the "Do not disturb" sign was on the doorknob.||- Towards the end of the stay, I was again having to ask for the room to be cleaned.||- Checked out and the total bill was broken up into 3 charges during the stay (happens a lot on my longer stays) according to the receipt. The first charge on receipt on the 5th didn't actually get charged to the CC until the 12th. The charges on the 12th and 13th haven't appeared on my CC account and its now the 19th. ||- I called the hotel to inquire about the missing charges because I need to be able to submit an expense report for the trip. I was told that since I checked out on Thu and Mon was a holiday, that the charges may not show up for 3 more days. That is unheard of in US hotels (I spend 200+ days/yr on the road). When I told her that was not normal, usually the charges are pending the same day and show up the next, the front desk person just asked "Can I help you with anything else" in a manner that meant she just wanted me to go away.||||This was such a stark difference to the HGI in Augusta GA I was in for the week just before this trip.||||The one bright spot was the bartender during the week who was helpful and cheerful...

Just checked in, still have a week to go but so far not a happy camper. I called two weeks ago to request a first floor room, even checked in with app today in a first floor room. When I got to front desk was informed that I couldn't have a first floor room although I checked into it on the Hilton app. Don't bother trying to raise your tier at Hilton, it matters not. You could be cardboard status and get the same perks as their top tier Diamond. Hilton brand doesn't impress at all. No reason to add photos yet. Went downstairs out the side door and then tried to come back in, key didn't work. Went to front desk to solve issue and spoke with Annaleise. Before solving the key issue she asked if I had unpacked yet. I said no and she asked if I wanted the original room I requested. Of course I said yes. Within a couple of minutes she had me switched. Thank you Annaleise. Ill bump up this review rating a couple of stars, she wasn't here when I originally tried to check in so I am leaving that part of the review. Without Annaleise the rating would be back to one star. Added a couple of room photos, rooms are dark unless you have every light on, carpet old and stained, something in the drawer don't know what it is. Will be going to Walmart to get disinfectant. So now on day 4 in hotel. Bought some stuff at Walmart including a 6 pack, half gallon milk, gallon of tea and half a case of water. I put it in the fridge, turned it down because hotels mini fridges always freeze your stuff, but to no avail it still froze everything I had just bought. So I figured today I would turn the dial as far to the left (lower) as possible. Didn't help. Nothing to drink now because it is all frozen, have it sitting on the counter to thaw (gonna take days). Don't waste your $$$$$ to buy stuff and put in fridge, you'll waste it and lord knows the hotel won't reimburse you. The response from the owner takes me to another feedback site where you have to choose one item to give feedback on, makes no sense.

Update: The hotel management did offer a kind gesture in the form of a gift card and a friendly letter. This is a first and above what any other hotel has done ever. Thank you. I'll edit before I leave for the rest...

On September 23, 2023 I was overcharged for the hotel from the beginning. I was charged $188.49 when the room was $130 online through a third party but $145 in person at the front desk. I should have only been charged around $160 after taxes with the $145 rate. A week later the charge on my credit card changed from $188.49 to $238.90. When I called to ask why, I was told that I was charged $75 for a pet fee (I did not have a pet). After finally getting through to the manager who never asked my name, confirmation number, the date that I stayed, or any identifying information at all, she told me that she had already spoke to me before (she hadn't) and that I had a dog in the room (I didn't) and that she had already told me the case was closed and no refund would be issued. Mind you, she spoke to me as if I were a dog when saying all that. I assured her that I do not own a dog and did not have one with me and welcomed her to check the cameras to which she told me that they didn't have cameras. I ended up having to open a case with corporate and they have done nothing but give me the run around for 2 months now. I have been told twice that I was getting a refund (the first time for $200 and the second time for $75 after opening a new case) and have never gotten a dime. They make me wait 3 business days each time I talk to them for them to do something but they never do anything. I was told that a refund was issued for $75 on November 7th and that if I didn't get it within 10 days to call my bank and ask them why. I called my bank after waiting 10 days and there is no refund pending at all from the hotel. I will NEVER stay in any Hilton again and do NOT recommend anyone to stay in this Hilton in particular. I am sure I am not the first person they have charged a bogus pet fee too and that I won't be the last. The manager was unprofessional, rude, and is likely the person behind the scam of charging pet fees to people without pets. I guess they think if they drag it out long enough, nobody will continue to fight for their money. Corporate has accomplished nothing and is a joke as far as I am concerned. I have filed a complaint...