Hilton Garden Inn Idaho Falls — Hotel in Idaho Falls

Unfortunately, BTH management, who manages a few of the Hiltons in Idaho Falls, is giving Hilton a horrible name. The hotel clearly states in multiple places-elevator, walls, etc. that “Our goal is to make your stay better and brighter. If something isn't just the way you like it, simply let any hotel team member know, and we will make it right. Guaranteed.” This is FAR from true! Instead, they will make your stay miserable or better yet, tell you to leave. Both this hotel and the Hilton Tru next door, under the same management, lack hospitality service to the nth degree.

At the Garden Inn, our room was crawling with bugs and a loud, high pitched screech came on at 2:30 in the morning. It continued off and on in the middle of the night into the next day, so we finally mentioned it to the front desk staff. They offered to come spray bug spray in our room while we were in there as a resolution! I explained that there was still the problem of the high-pitched screeching noise. They then moved us to a room that smelled of dirty laundry funk. We couldn’t tolerate the smell and immediately informed them it smelled strange. Instead of excellent customer service, we were met with an unfriendly, annoyed front desk staff. Finally, we were moved upstairs. We were given a room with a “roof view” in which workers had been working on the roof outside the window with tools sprawled out. The hot tub’s jets don’t work and both it and the pool are filled so heavily of chemicals, they burned our skin to the point of leaving chemical burns on both myself and my daughter.

Oh, and beware!! if you actually have genuine and valid complaints and respectfully bring them to the attention of the management, they will ban you from ever reserving a room again at their properties.

We are elite members at IHG hotels and are so fed up with both of the Hilton’s (Tru and Garden Inn) in town. The manager, Larry Wolf, is unfortunately doing a HUGE disservice to Hiltons. He is incapable of civilly resolving a valid, reasonable complaint without resorting to power and control tactics. He is very aggressive and rude. His staff members at both the Tru and Garden Inn very unprofessionally talk about other guests in the hotels at the front desks where other guests can hear. This has happened twice in front of both me and my husband at two of his locations-one, where his staff were actually laughing about guests behind their back out in the open at the desk. When it was mentioned to Larry, Larry backed his staff at both locations and had no concern for his guests or professionalism. Instead, he uses his power to make sure guests aren’t allowed to stay again, despite doing nothing but kindly bringing valid concerns to his attention. $240 for the first night is not anywhere near worth the trouble, lack of customer service, or respect we were given. We will continue staying at IHG hotels where professionalism is of utmost importance and respect is given. We have stayed at many, many hotels because we travel a lot. Hilton Garden Inn and Tru by Hilton in Idaho Falls are by far, the worst we have EVER experienced in the US. Paying for bugs, loud, high-pitched piercing noises, the smell of dirty socks, a hot tub and pool that leaves chemical burns, staff and management that are rude, aggressive and unprofessional, severely lacking in customer service skills; where unless you keep your mouth shut and deal with what you get-even if it’s completely unreasonable and inhospitable, you get banned from their hotels; not to mention you don’t even get the minimum of free continental breakfast—like at most hotels. No thanks. Save yourself the hassle and headache. TRUST US! You have been warned!

*I would like to say, the housekeeper who brought us linens one evening was the ONE staff member I encountered who really knew how to treat guests at Garden Inn. I so appreciated her kindness and friendly smile. I wish I had gotten her name so I could publicly share the kudos about her as the only one representing this hotel and the Hilton...

If I could give less than a one star I would. This place is a joke. The hotel wasn't bad but we had our wedding here and I've never had worse customer service than I had with the event coordinator that works here. She was quick to take my $1500 dollars for the venue, but then when I needed things from her, she was slower than a snail. I asked her for the bill for our food and kegs 3 weeks before my wedding because we aren't rich and had to plan accordingly for the money. Here it is, four days AFTER my wedding and i still don't have it. I've asked her for it at least seven times now and I asked for it again yesterday morning, she promised me she would have it to me at the end of the day, I checked my email this morning, STILL HAVEN'T RECEIVED IT. She was nice at first and said "if you ever need anything, let me know." Well yeah I guess if you want your things done a month after you ask for it, you'll like her. We also scheduled a rehearsal the day before my wedding. I tried to call her that Tuesday, she didn't answer, then when I texted her, she answered within 5 minutes. I asked if we could set up a time on Friday, August 11th at 4 pm. Me, my husband and the whole wedding party was on time, and they said she was in a meeting. We patiently waited until 4:24 to be exact and she finally comes over and said "oh I'm sorry" and I'm like ok, whatever, I didn't say anything, I was just thinking like "let's just get this over with." We were about ten minutes into our appointment, all of a sudden she disappears. We wait for about 15 minutes, nothing. My dad goes to the front desk, asking for even someone else if she's busy, they say it's only her that can do it. We wait another 10 minutes and then my husband's uncle goes up there and asks for the GM and says he wants to be on his calendar. She finally shows up and my husbands uncle let's her know that we are not happy. He tells her we've been waiting awhile and with an attitude she apologizes but it's not a sincere apology. Anyway, sorry for the long story but I'm just not impressed with how she runs things. Very unprofessional. If you're staying at the hotel and that's it, you'll be okay. If you're thinking about having an event here, you might want to reconsider your options. The lady you will have to deal with is not worth your money, your time or the headache you'll get from putting...

Passing thru over a 14 day road trip & this is the hotel that we decided to splurge on. I'm a balcony gal & this is a 5* view, not to mention the spectacular Snake River Walk that literally goes on for several miles. There are few hotels with river front balconies & this hotel gets a 5* rating for it! The hotel is nice, a beautiful river front patio for those that can't quite afford the river front balcony room. It's lit up at night so if you want to congregate with your group & play cards or just chat, it's a very nice place to do so. Upon checking in a young lady that was working there, she didn't check us in but I had a question, was in the middle of something & asked me to wait a minute. OK, I don't have a problem with that but when she was ready, she just seemed bothered. The following day, on our way out of the lobby, she was loudly telling another employee that she was not happy about being bothered during her lunch hour. I'm not newly retired but I was in customer service my entire working career & this is not the type of person that you want on your front desk. At the very least, she should be taken aside and let her know that there are certain types of customer service protocols that are expected of their employees, given a warning...I'm not taking off a * for that as that is just one unhappy employee, we didn't experience that with anyone else. Other than that, our stay was great, we didn't use the bar/dining area but just the view & the access to the awesome river walk was what made the stay great. The room was airy & light & I appreciated the reading chair with the reading light, I'm not much on reading in bed so that was appreciated. The bed was a bit firm but as we've gotten a little older, we prefer a little cush, lol. The only thing that I will say is that the coffee bar was a nice touch but charging for a small bottle of water is a little tacky, IMO, we're paying a premium for the room, a bottle of water for the coffee maker is not going to break the hotel. We may not be Diamond members but we do stay at Hilton hotels throughout the year & that was a bit much. I'm sure if we're ever passing thru IF, we'll stay here again because I can't pass up that view & river...