Hilton Garden Inn Wisconsin Dells — Hotel in Lake Delton

I had a terrible experience at the Hilton Wisconsin Dells, specifically with their management. Late in the evening on 6/23 my husband and I booked our stay with the Hilton. We had gotten married the day prior and we booked this hotel for our mini-honeymoon. We intended on paying for our stay with cash. Upon arrival, the woman at the front desk told us in order to do this, we would put a card on file for incidental fees and we would pay the total balance of $440 upon checking out on Tuesday. This did seem odd to me initially, however, I assumed I was not being mislead. The next day, my husband and I were awoken at 8:30 by knocking on the door, when we had the do not disturb sign on the door. Following this, we went to the water park all day and then returned to our room at around 4:00. When we arrived to our room, our door was OPEN and there was someone in our room power washing the balcony. Mind you, we had the do not disturb sign on the door STILL, as we had incredibly expensive belongings as well as cash because we came straight from our room after the wedding to the Hilton in the dells. This is when we decided to say something. We approached the front desk and this is when we met operations manager, Odeal Gordon. We explained the situation to Odeal, and he did not apologize, he simply replied with “he did not have instruction to go up there.” While speaking with Odeal, we asked if we could pay cash for our stay now. We gave Odeal the $440. He had then told us my card had declined. This made no sense to me because I was told I only put my card on file for the incidental fee, not for the purchase of our stay. I decided to look to my bank account and then saw they had charged my card for the room. This overdrafted my account, and my bank charged me an overdraft fee. I showed this to Odeal and he said there was “nothing he could do because on his end it said it had declined” and he advised me to “call my bank” So, I called my bank, and my bank told me they cannot do anything on debit purchases that have gone through, and, essentially, it is the hotel’s responsibility to refund me. I went back to the front desk and explained this to Odeal and again, Odeal said there was nothing he could do. He also said, and I quote, “you don’t understand because you don’t want to understand” Meaning, I have now paid $880 between cash and card for a 2-night stay and I don’t understand this, simply because I don’t want to. He also said “not a single Hilton hotel anywhere has you pay at checkout” I can understand that, however, it is not at all my fault that your staff has not been trained appropriately and has mislead me to believe I can pay at check out. He never once offered to call customer service, offer the number for customer service, and he was generally speaking arrogant and stand offish the entire time speaking to us. We returned to the room, I found the number for customer service, called them, and explained the entire situation. They apologized, assured me that I will be refunded the $440 I paid on my card, and gave me a claim number. All while this was going on, we were supposed to be at a nice dinner we had made reservations for. The following morning, Odeal called us and asked us to come to the front desk. We came down and he issued us a $93 refund for the man power washing the deck when we had the do not disturb sign on our door. He did not ONCE apologize for his actions, lack of assistance, and attitude for us. At this point, I checked my bank account. I had been refunded the $440, but I now had a new pending charge for $190. When I asked him about this, he had told me they tried charging my account FOUR TIMES for various charges. This $190 charge was for a room we didn’t even book. He assured me that this would just “fall off” and we should trust him because he is “the most educated manager here” That is his direct quote. After days passed, and we returned home, the $190 charge did not fall off. It went through. We had to then call Odeal from home in order for him to refund us the money from the 2nd room we...

My wife and I stayed at the Hilton Garden Inn last week and it was an disappointing experience. We had lights burned out in our room, the bathroom fan didn’t work and the fabric chair in our room looked like it was from a frat house with stains all over it. We told staff about it right away and we were given the “ya I’ll check with someone about that”. Then, we came back from a day of sightseeing and our garbage cans were still full and towels weren’t replaced. Apparently, you now have to ask to have this done? We weren’t aware of this new policy and not told when making reservations or checking in. So, we called the front desk and waited and waited for about 45 minutes for someone to come and give us some towels and grab our garbage. After no one showed and staff ignoring our initial concerns I was certainly irritated and walked down to the front desk with my garbage cans and towels. I set them on the floor behind the reservation desk and told the employee that I was appalled by the lack of response to our concerns and that it was the worst experience I ever had at a Hilton property. I had even stayed at this location a few times over the years and it was always a great experience. I went back up to our room and called Hilton customer service to document the concerns we’d had. The agent put me on hold and I assume they called the manager. After about 3-4 minutes the agent came back on and said that the manager was not on site. However, about 15 minutes after this conversation with the agent there was a knock on our door. We opened the door and the individual identified himself as the manager and told us we were being evicted. My wife and I were absolutely shocked and thought it was a joke. But, he was serious and said that I treated his staff poorly, had a fit in front of other guests and threw the cans and towels at his staff, which all are totally false. Was I upset? Yes, but had every reason to be irritated by the lack of response for our concerns expressed from when we first entered our room. This was simply retaliation and handled so poorly by the manager who had received a phone call from the customer service agent and then got a fictional story from the front desk employee and decided to evict a couple who certainly didn’t deserve to be thrown out on the streets at around 11:00 pm. Thankfully, we got in touch with another wonderful Hilton customer service agent who was very apologetic and helpful. She went out of her way and got us a room at a nearby Hampton Inn for our remaining 3 nights. And, this Hampton was leaps and bounds better than the Hilton Garden Inn. It was less expensive, the rooms were so much cleaner and bigger. They had free breakfast and Noah’s Ark passes that were $20.00 less than what the Garden Inn had charged us. I am a Hilton Honors member and was seriously considering finding another chain and canceling my membership. If it wasn’t for the wonderful agent who helped get us into the Hampton Inn nearby I would have certainly canceled my membership and never stayed at another Hilton property again. My suggestion…Do not stay at the Hilton Garden Inn. It may be closer to all of the action, but I guarantee you will not be as happy versus staying at the Hampton or somewhere else. God bless, good luck and safe travels. We hope that no one ever had the experience that we had.

Update: We received our credit card statement and Hilton charged us $603.00 and we only spent one night there before we were treated so poorly and evicted in the middle of the night. This entire ordeal could have been easily avoided had the Hilton staff responded to our legitimate concerns and not been so entirely dismissive about our issues with our room.

Update 9/8/22: We contacted Hilton about the over charge and they did credit us for the night that we weren’t there that they billed us for. Just got our credit card statement yesterday and the refund was on...

We are writing a review as a warning to families looking stay here. We arrived on Wednesday June 18, unable to access the front parking lot due to its removal. We were able to park in the rear but it was quite full. We checked in online and went straight to our room as we had long drive from out of state. Thursday morning we left with family and our vehicle stayed. We returned to the back parking lot closed and the black top cut out around our vehicle. We spoke to the desk clerk and she stated they didn’t know who that car belonged to. I asked for the manager to contact me, she said she will let her know but couldn’t say that the general manager would contact us. By Friday evening there was no response from the manager so when we arrived back we went to the desk and asked to see the general manager. When she came out of her office we were met with instant hostility and belittlement from the general manager. She told us the damage to the vehicle was our fault because we were told at check in and a note at the front desk. We had explained to her we did online check in and the front door was blocked due to construction. She said they texted and called us to notify us but we never received any notification and showed them the only correspondence we had from Hilton was the texts for more blankets. I asked for their corporate number for a complaint and was told it’s a private owned hotel and there is no numbers. The conversation ended there and we were walking away when the general manager drew us back in with a threat of “or else”. I asked her or else what? The general manager then asked if I planed to file a complaint, I responded absolutely! She then told my family to we needed leave “her” hotel. I said your kicking us out of the hotel for making a complaint, I was told yes and now have 30 minutes to gather up and get out or the police would remove us, while the rest of the staff was smiling and enjoying the destruction of our family vacation. This was a evil act of revenge from hilton managers for their negligent treatment of customers and their property. I added pictures of the car (mind you it does have handicap plates). We did the survey on the 26 ticket number 244043398 and still have not been contacted by any member from Hilton. I am not seeking any compensation for the damages to our vehicle or our lost vacation but I write this as a warning this hotel may damage your property, evict you without cause, destroy your family vacation and do it...