Hilton Garden Inn Huntsville/Space Center — Hotel in Huntsville

The manager Ashley was very unprofessional. When I exited my room after the 1st night stay, I needed to reenter but my keys had been deactivated. I proceeded with my scheduled activities; to reactivate my once I returned. When I returned, there was a wait, 4 people in line, I stepped to the side and asked, " may I get my key cards activated or do I have to wait, Ashley instructed me to wait which was no problem. Ashley moved the line swiftly and thanked the other guest for their patients as soon as they stepped to the counter, but as soon as I steeped to the counter she asked me what was the room number as if there wasn't a need to thank me for being patient and I only needed my key cards reactivated. There4, I said, thank you for patients, her response, I was getting there and she still never got there. I asked her was there room service; my first time staying at the Hilton and last because of the service. I wasn't given any info about breakfast, dinner, etc, the same info thatbi noticed her giving the other guest, before she completed her answer she picked the phone to answer a call as if my questions weren't important. I took a quick shower; exhausted and pulled the sheets back to an unchanged bed which I requested 3 times, twice to my housekeeper and once to I assumed was her supervisor who was checking the floors. I called down stairs to ask why wasn't my linen changed, in my tired, soft , low voice which I believe was a mistake because Ashley the manager, rushing said I could come down to get the linen and change my linen because at the time she was very busy, alone and couldn't. Same low voice, I said, thank you. Upset, in pain from recent back and knee surgery, knowing i couldn't and wasn't because of the SEVERE that I was in and needing to lie down, I called Ashley and asked why wasn't my linen changed after I had made 3 request and after leaving the housekeeper a generous tip for having to return to my room and I told her that I was leaving her a generous tip, Ashley the manager said that she will need to investigate to fund out why my linen wasn't changed but she was busy but she will get back with me, that was before 8pm, it 12:21 am and I'm having to sleep on unclean sheets which I perspired on the night before because I wasn't feeling well. No apology and no call. All I wanted was 2 night stay in nice hotel with clean linen and to be treated as if I was just as valued as the other guest and don't. I'm going to try again, to sleep on these sweaty pillows and...

Terrible experiences here. I'm a Hilton Honors member which basically means nothing. My last stay they told us cribs are available for my child, but when we got there they didn't have one ready. The lady at the desk said that you have to RESERVE a crib. That would have been helpful for them to mention when we called to ask if cribs were available several days prior. Then that night I came down to ask for a couple of water bottles because they usually give me two waters when I check in. She tried to charge about $7 to my room because she said the waters are only for honors members. I told her I am an honor member and she said I wasn't, otherwise she would have given me water at check-in. She then looked it up on computer and proceeded to apologize and gave me 2 waters. The next morning, I expected a continental breakfast, because it's (a) supposed to come with the military/government rate and (b) because the last few times I stayed it was included with the room. They told me breakfast is not included, and acted like I should know that because no Hilton's include breakfast. I told them that I received it the last two times and she said that was only because of COVID that they were doing that? Now this time, two of my co-workers booked rooms for the $96 government rate and the website is showing the same room for $168/night for me. I logged on to chat support (because the website prompted me to do so if I had problems booking) and after waiting on there the chat person told me I had to call the 800 number for reservation questions. Then they told me on phone they are sold out of government rates and I would have to call the actual hotel to see if they'll honor that price for me. So I call the hotel and front desk barely spoke to me and told me they make no exceptions. It's silly to even offer this "honors member" junk and send me emails saying I'm silver or gold status when it's just a numbers and money game to these big hotels. I will not be staying...

Do not stay here! Our room's smoke detector low battery alarm started going off at 4:30 AM. It was incredibly loud and ear piercing. I went to the front desk at 6 AM to have them change the battery or get a new room. We couldnt sleep!!! Since the ceilings were so high it would be impossible to reach without a ladder. The front desk said they had no rooms available and they would send someone in 20-30 mins to change the battery. An hour passed and we asked again. They said they were in contact with maintenance and it wouldn't be long. Then after noone showed up I went and asked again at 8 to find out maintenance doesn't even come until 9 or 9:30! At that point I asked for a refund and they said they couldn't give me one because she wasn't authorized and the one who could wasn't there yet. She could only offer me free breakfast....Now knowing we wouldn't be seeing maintenance I got in the shower to find no shower gel. By some miracle by 9:30 the chirping stopped - perhaps the battery finally died! Still never saw maintenance. All around horrible customer service! Also when we arrived there was only a thin sheet over the mattress - no mattress pad. You could literally see the mattress thru the sheet. The nice housekeeping lady quickly resolved that though. There were cobwebs on the lamp and dust on the chair as well as a bottle coming off the wall in the bathroom. The ice bucket was also not cleaned and had old water in it. I could handle all that but the incessant loud chirping of the fire alarm was too much!! Overall the staff seemed incredibly unprepared whether by lack of...