Hilton Garden Inn Independence — Hotel in Independence

WORST HILTON OF ALL TIME. I travel and the company I'm under use a-lot of hotels all over the U.S. So I make it a point to call and check before I leave so I can make sure everything is in order. When I spoke to the 1-800 number she explained if my boss went through a third party it not showing up on her end, so I would have to call directly to Independence. I called them around 3pm and the African American with braids ( I didn't get his name)picks up and I say hey I just wanna check and see if my room is available so he transfer me to music. So I called back because I didn't want to leave if I didn't have a room. Daniel he was a caucasian man hair in ponytail, he picks up and I state the same conversation and he hangs up on me. So I called back and the African American guy explains it 3pm and the computers are down. I explained to him its fine but he just hung up on, he didnt care. So I waited to leave, I get there at 7pm and at any other hotel the company I work for pays for the room and I use my credit card to put on the incidentals.So Daniel looks up my name, finds me and he has me swipe my credit card and then he tells me he needs to call his manager and see if I can use separate credit card with a different last fours.So I wait when he goes in the back and basically he ask me can I get the last four of the credit card that paid for the room and I tell him no but you have my name on the room.That is why I swiped my card. And I told him who the card holder name ( even tho I have never had to answer those question). He tells me he can't take the other credit card after it was swiped because I don't know the last four of managers credit card. So I call my other boss and he trying to explain that I'm on the account and Daniel basically um huh him, no good customer service skills.Even my boss could tell over the phone Daniel didn't care. He was talking to my boss on my cell phone and was trying to take my phone to another room where the door was closed. I told him don't take my cell phone. He was rolling his eyes at me. He created no solutions to help me get a room. So then I proceed to ask Daniel if I do cancel will the company get their money back, He says yes. So I step out to talk to my boss to get the other boss number. I go back in and Daniel tells me he cancelled the room. I said why would you do that and he said you told me to, I stated Daniel That was a question I never said hey go ahead and cancel the room and he never confirmed like hey do you want me to cancel, he just cancels.I traveled far and now I have no room. Customer service was horrible. The sad part was my manager in Independence came in person to pay for the room the day before and asked the lady at the desk question to make sure I wouldn't have any problems getting my room. The building was dirty and the African American was calling another workers(African American guy)and he was sleeping in one of the rooms. I explained to the company I work for we need to take our business to a different hotel other than this Hilton in Independence with any of our travel staff. Out of all the hotel I've used I have never used the same card for incidentals at a hotel that was paid with a different credit card. The funny factor is this is my second time at this hotel for our company. The first time I use a different credit card for incidental and my manager paid with her credit card. I thought the room was dirty in the past and the people hired in the building suspect. No one likes to spend money where the front desk clerk is being a mean guy and attitudinal. They couldn't even create a solution or redirect the problem, the lack of empathy and I traveled. I honestly felt like I was bothering Daniel.By then I was so uncomfortable with the hostile customer service I would rather sleep in my car than go to this particular Hilton ever again like I told my boss. Its more like a 0 star. I gave descriptions of the people for Hiltons training purpose. And the whole time Hiltons staff is just standing and watching and gossiping. Customer service is not...

I so wish I had looked up reviews before booking our stay! I usually do, if it’s not a hotel I am familiar with, but it’s a Hilton Garden Inn! We are Hilton Diamond Members and stay in Hilton properties all over the country. We arrived around 8:45pm after driving 8 hours and have 8 more hours drive in front of us to reach home. So, we looked for what we thought was going to be a relaxing stay. In the dark, the hotel and grounds looked pleasant and appealing. We noticed that many of the shopping centers on the street leading up to the hotel were closed permanently and had For Sale/Lease signs out front. When we got to our room, the air conditioning was off and the room was hot. It took quite a while to cool down before it became comfortable enough to sleep. The next morning, I noticed what appeared to be black mold growing on the bathroom vent. I turned on the shower and had to get my husband to come figure out what was wrong with the bathtub faucet, as I was only getting cold water. He figured out that whoever installed plumbing had hot and cold backwards. I had to turn the faucet to cold and almost off, so that water pressure was very diminished to get lukewarm water. Then, the tub held water, though the drain was completely open. So, I stood in water to shower. When we left the room to get on the elevator, we pushed the button repeatedly for it to only light up monetarily, then cut off. Thinking the bulb was out, we waited to see if either elevator ascended. No such luck. I called the front desk and the receptionist said they were working on the elevators… both… at the same time… I told him that most hotels inform their guests and what were we to now do. He just sat there a few seconds silently and I asked if he thought my husband and I should carry our luggage down 6 flights of stairs??? We both had suitcases, duffle bags, tote, backpack and shopping bags of souvenirs that we didn’t want left overnight in our parked vehicle. He, at first, asked if I wanted him to send someone up 6 flights to help carry our belongings down the 6 flights! I asked how long the expectation was for elevator service to be completed, because again, we have another 8 hour drive ahead of us. Then, he paused and said he would ask the maintenance crew how long it might be. Finally, the elevator opened. I hung up and stepped on to leave, praying it was safe at that point. As we walked around the reception desk, the receptionist mumbled “sorry.” I reiterated that guests should have been notified prior to their stay. He said it was only 5 minutes!!! Seriously?!?! Very unprofessional! I turned and walked out, because it was pointless. I called Hilton and the woman I spoke with acted very nonchalant, gave the obligatory apology, offered 10,000 points (not even 1/3 of the cost of the room) and said, “Have a good day.” This is NOT typical of a normal stay, nor customer service. We have traveled to all 50 states. This was inexcusable. Again, I wish I had read all the horrible reviews before I booked. Hopefully, my review will spare someone else. I rarely ever post a bad review, but this truly warranted it. Please, take heed and not only read my review, but read the many other bad reviews, as well. Very disappointing. I gave a 1 ⭐️, because the room was clean and a zero...

Wow as a Hilton Honors member this Hilton Garden Inn was the worst. From the minute we walked in there was a horrible smell I. The lobby that smelled like they had just emptied the grease trap. I could have accepted that explanation, but when I questioned Abigail upon approaching the front desk she responded it was probably the pizza another group brought in. Okay....my husband asked if there was a room available, she stated there were only king rooms which is exactly what we wanted so that was great. She then explained the computer was only allowing her to book two consecutive nights. I explained that our plans were unclear so we need to only book one night, after struggling for some time she finally apologized and insisted that we would have to book two nights, I again stated we are not staying two nights, she then said well maybe I could ask my supervisor. My husband suggested that she do that and Abigail excited stage right. A few minutes later a short red head entered the desk stage left, head down walking past us as if we were invisible and scurried through a door. I stated to my husband I hope that was not the supervisor. After waiting for a few more minutes Abigail returned stage right and the short red head enter back through the door nearly simultaneously. Abigail quickly explained the issue and the supervisor Kenzie, responded something like well if you can't I can't, however after looking at the screen for a bit Kenzie determined she could figure it out and speaking to us for the first time announced we were registered, my husband informed her of our Hilton Honors member information and I questioned the room rate. Which she discounted a few dollars when I questioned. Both Abigail and Kenzie were rude and barely able to handle the job of checking us in. There was only one cart to get our luggage upstairs and we rushed to get our luggage upstairs as another couple was frustrated we got to the luggage cart first, to the point the woman was going to follow us to our room so she could take it from us. We kindly assured her we would be as quick as possible. Upon arrival one elevator was down, when we returned to the room at 1:00 am arriving exhausted from the VA Hospital where my dad was a patient, we discovered the second elevator too was down and told to take the stairs. The stairwells were nasty and hot. The room was hot even with the air at 63 degrees I couldn't get my hair dried as the room was so hot the shower was nasty if I can post pics I will. The carpets were so dirty and the tile floors were dirty. We will not stay here again and I hope someone at Hilton will take note of this review and fix this hotel. I want to add that we stayed the night before at the Hilton Garden in at Norman Ok and it was the best and most enjoyable experience Timeka went out of her way to ensure we had a good experience, the rooms were wonderful, cool, clean, and fantastic....