Hilton Garden Inn Hilton Head — Hotel in Hilton Head Island

We booked reservations for our basketball team for a Christmas tournament we were playing in. Initially, we were transferred to India because of some lack of communication between the Hilton. When we were finally able to book our 5 queen rooms for 2 nights, we showed up with our reservations showing 5 king rooms for 3 nights. This was only the beginning. The lady at the front, Sierra, was able to change our rooms and dates which was great. We also confirmed that we had free breakfasts to feed our players (which was confirmed to us when we made the reservations on the phone) when we checked in. After our first game we returned to the hotel at night and once again double checked to make sure we had our breakfast included in our reservations and were told yes. The next morning we arrived to get our breakfast and was told we did not have these included in our reservations. Weird, considering we were told they were multiple times. Probably not a huge deal to most hearing this, but $12 for a breakfast is a lot of money for 18 people. Oh by the way, this breakfast is the equivalency of a free continental breakfast at a days inn, comfort inn, etc. Rubbery eggs, hard biscuits, cold sausage, hard toast, etc. Anyway, they told us we had not registered and reserved our rooms in time to receive the breakfast for free (even though we were told by the lady at the front desk that we had), but they did comp the breakfast on this day. However, they informed us they would not comp the next days breakfast. We asked for a manager to discuss our concerns. We were presented with Joshua Marion. Who, let’s just say, was very rude. He presented us with a “contract” which we were not allowed to see that said we had to register by a certain date to get the breakfast for free. Instead of trying to figure out a solution to the problem he said he could check us out and we could go to a different hotel. He accused us of lying about his staff saying the breakfast was included. Really, Joshua? You accuse your customers of lying? The sign behind him said Christina was on duty and we asked to speak with her. Well, he told us she was not on duty. Then, he went to go take her name off the sign because (I guess) she was not on duty. He struggled and could not remove the name, so he quickly turned around and said he would not discuss this further and asked us again if we wanted to check out and leave. After we walked away from his hostility we left with no solution. We paid a higher rate than the supposed “contract” and still could not get the breakfast we were told included for our players. There was also one room that had no AC the first night. 3 people came to the room to try and fix it and everyone of them said they didn’t know what was wrong with it. Once again, no solution. We do not recommend this hotel because of the difficult...

Not being familiar with the Hilton Head area, I made my choice based on the fact that it was a Hilton property, the pictures, pricing and location. I have to admit it was a little difficult to find. We did have to cross the bridge to make a U-turn into the parking lot. At first sight, it was nice looking outside and the inside lobby area was clean and inviting. We arrived early, around 12:30 pm, so the desk clerk told me nothing would be available until regular check in time. So we went across to Tanger Outlet and shopped until time to check-in. Check in was easy and we were placed in a mini suite on the second floor. As we made our way to the room, the hallway seemed a little dark, but clean. The room door was stuck and had to be forced open. After getting our luggage inside the room, the door has an automatic closer that was so forceful and closed with a loud bang and if you were not out of the way, I could see it knocking a person down. The room was stuffy and hot (76 degree) when we arrived. I turned on the a/c and the most awful noise came out of the locked closet, which I figured out was the a/c unit. The noise was so loud I actually thought there was a helicopter that was flying low over the building. But I was wrong...it was the a/c unit. I called the front desk to see if we could be moved to another room and I was told the property was full for the night. He suggested that I turn off the a/c and turn on the fan to eliminate the noise. Since we were not able to move to another room, I then tried to plug in my phone charger on the night stand beside the bed, only to find out that there was no electricity. Non of the outlets were working that were in the wooden headboard/night stand unit in the room. Neither side of the bed. No bedside lighting on one side, but there was a table lamp on the other side that did work. The bathroom was so small that when opening the door, there was maybe a 2 inch clearance between the door and the toilet. We decided to leave for dinner and to let the room cool down. When we returned, the room was a lot cooler, so I tried to turn the thermostat up to 70 degrees and when it moved to 70...the heat came on. |I had received a welcome text from Susanna asking about the room and I explained my findings to her.|About 8:30 pm the front desk called to see if I wanted the maintenance person to come look at the a/c unit. I told him no that we were already in bed. At that time I told the front desk about my other findings and he said he would notify maintenance. |This was my experience. I've never had such an experience in a...

ZERO STARS...Got thrown out, after being given key cards to rm 203, which didn't work, so cleaning staff let me in...unfortunately the room was OCCUPIED, my Service dog ran into the room, barked, as he could smell a stranger. Barked at the chaos that was to ensue over the next 20 min....The cleaning woman didn't speak fluent English, retrieved a 'supervisor', who didn't get new keys, but was told, by phone, that Sierra (who checked me into the wrong room)the keys were for room 206. 5 minutes later, 'puffed-out' Joshua comes up, the 2 women now all standing in the hallway, my dog now barking at the banging on the door. Joshua pushes himself into my room after telling me 'no pets'. I show him my ESA certification, he proceeds to instruct me that he's not ADA, the hotel is only 'working dog' allowed, and 'you must vacate the hotel' I told him he's incorrect, Hilton has never refused ESA. He stated the ADA regs protect Working animals only. He left the room, stated he was calling the police, stated he would give me 10 minutes to leave the hotel, as the dog disrupted guests... told him he's my Service dog, was about to seize as he's now scared about Joshua's police threat. Plus, for a fact, not ONE GUEST came out of their rooms, and at 2:00p.m., rooms were being cleaned all around me. At the risk of getting arrested, I agreed to leave, demanding a refund. At the checkout Sierra rolled her eyes at me when I questioned why she gave me a room that was occupied, and asked why Joshua had nothing to say about that? No adequate reply as to why/when their advertised Service animal policy had changed. Joshua found room 206 was registered to a different name than mine, but my refund to my credit card was accomplished... and I wasn't arrested.... did he really even call Police? Is this Hilton service? I heard the first supervisor state room 203 was a 'stay-over', she was speaking from a room to Sierra directly regarding that kind if mistake can't happen....So Rm 203 was trespassed, 206 was for a different guest, I was an extra, Sierra and Joshua have no customer service skills, and after staying in Hiltons for at least 10 days of travel in May, with my ESA, Joshua created a cluster, and threw us out. Now watch the 'corporate' reply come. So yes, ADA is 'legally' not ESA, but NEVER IN 10 YEARS OF TRAVEL have ESAs been treated any differently, nor any hotel staff been so unprofessional in guest hallways, or at checkout...will pursue at higher level, and report back. And my registered legal name is not as above. Event was June...