Hilton Garden Inn Seattle/Lynnwood — Hotel in Lynnwood

Had a very mediocre experience at this location. I called on the phone and was quoted $250 for the only room that they had available, called back to book it and a different guy quoted me like 275. When I asked him about being quoted a lower price minutes prior he scoffed rudely and was very disbelieving before finally realizing that one price had been quoted with tax and the other without tax.

I was told that there was EV charging and showed up and there was one charger being hogged the entire time by a Tesla. There also was barely enough parking for all of the cars that were there and had to park quite a distance from the door. Parking registration was a total pain and you were supposed to scan a QR code only to be informed that they charge an additional $12 a day for parking at this suburban location. I understand paying for valet, but I’ve never encountered a pay lot in a suburban area like this, and what’s more they wanted to send me to an app to make me pay for it instead of just adding it to my room charge. Not convenient at all after spending 8 hours driving.

I get inside and go to log into the Wi-Fi and it’s similarly convoluted to access the "free" Wi-Fi, sending me to a landing page where I have to sign up for Hilton honors in order to access their advertised free Wi-Fi (if I have to give up my email address it’s not free, I’m selling them my marketing information). It’s trying to sell me a bunch of stuff and I’m unsure which click is the right one, additional devices were even more of a pain to add.

The room itself was nice with a full kitchenette and it was modestly stocked with a few supplies but not enough that I could have done anything more than reheat leftovers. The door was super finicky and each time I entered it would show a green light and then not unlock the door, so I'd have to do it again and again until it finally engaged the lock. The bed was fine, but I'm allergic to down and all of the pillows were down, and I woke up eyes burning and congested (I should have asked for alternative but again, was exhausted). The toilet was running when I walked in and all night long despite me trying repeatedly to fix it and I was too tired to wait for maintenance staff to come and fix it so I had to sleep with earplugs in. The brightest spot honestly was the wonderful free coffee (very delicious dark roast mmmm).

For the price I definitely expected to not be nickel and dimed for Wi-Fi and parking, and expected more for the higher priced room. I usually use best Western in Lynnwood and it’s only slightly more modest at much lower price with easy free Wi-Fi and free parking. I won’t stay here again,...

This hotel facility is relatively new, clean, and nice. However, the experience we had here was very bad and soured my impression of this hotel specifically and the Hilton brand in general. We will never book another Hilton stay.

We had a 4PM check-in time and arrived at 3:45, we were told that our room was not ready and wouldn't be ready for two-hours (?!?). The hotel was busy, but 4PM already seems late in the day for a check-in when check-out time is noon. And then to be told two-hours beyond that?

As it turned out, we had to wait over four-hours (from 4PM until 8:14) for our room to be ready for us. The hotel was busy, and apparently they had a housekeeper quit due to the workload (maybe they should pay them more?). But, every time I went to the front desk, to wait in line (again), to ask how much longer (yet again)--I was given a response along the lines of 20-30 minutes. If I'd been told from the outset that they didn't know, or that it would be four-hours, we'd have made other plans.

Also, we had to hunt down any updates on the delays instead of being proactively told how much longer the likely wait would be. How hard would it've been to make an announcement to all of the people in the lobby who were waiting for rooms? Or to call us individually?

We had to pay extra for water (for water!) while they held us hostage waiting for our room...could Hilton really not afford to comp us a bottle of water while we waited?

When we finally got our room, not a word of apology for the long wait or total lack of updates. Honestly, if you're in a bad business situation that you can't remedy, the very least you can do is apologize to your customer--the cost to do that is zero.

The way the staff dealt with their delays and their guests was abysmal. I wasn't expecting the Four Seasons, but I've had better treatment at a Hotel 6. This wasn't just an utter lack of hospitality training, it was a lack of human decency.

Update I see that HIlton responded with a formulaic response--8 months after this happened--that just about sums up their customer...

Frustrating Check-in Experience :: (if someone check the other older reviews, I can see this issue well established and it happened with another customer. The owner already apologized to the previous comment but unfortunately we do not see any improvements.) Checkin time is 4 pm and we arrived at 5:10 PM. The response we received is room is not ready. We asked for ETA and the receptionist cannot confirm an ETA and asked us to wait till the room is ready. If you are short staffed, then as a business owner you need to work on that problem. Finally received the room at 5:35 PM. WE ARE MADE TO WAIT 25 MINS while the room was supposed to be ready at 4 PM. I am paying premium price for a peaceful stay and we have the bummer on the beginning of the stay. Why can’t the room be prioritized and cleaned which are scheduled for check in ?? In the meantime, if some room is cleaned then why we are not given any to be accommodated. Please don’t play the card, we are short staffed and we are taking special measures. This is your business n you are charging us premium fees for the room. If you fail to deliver, accept that failure. If you cannot afford cleaners to make the room of customer before time, then stop charging people premium fees in the name of the brand. We trust this brand and this is shameful customer service we received. Additionally, since I booked via Expedia, I cannot even use the points for Hilton Honors for my entire duration of stay plus I cannot even use the Hilton App for the check-in. Not sure if you guys started to prioritize the customer booked directly through Hilton website vs 3rd party websites (Expedia). Please share some clarity as it will help us to revisit our decisions next...