Hilton Garden Inn Manhattan — Hotel in Manhattan

The hotel and location are nice, but unfortunately the front desk agents need additional training in caring about guest comfort and satisfaction. I was surprised at the level of customer service and lack of compassion when I mentioned I had a nice night except I couldn’t sleep because the bed was rock hard and I woke up in excruciating pain (as a 33y/o with no major back issues). The agents said every single bed in the hotel were JUST replaced at the exact same time (all 135 rooms) and were all the exact same so they made no effort to offer any solutions (I don’t actually believe this is true). They did not acknowledge my experience, didn’t seem to believe me, and I felt gaslit the entire time. I tried explaining to them that I had slept on an emergency room floor 4 nights prior and that was more comfortable. They looked at each other and shrugged, which leads me to believe there was no leadership on site that day. The day prior, the front desk agents seemed respectful but different agents were there the following day. They escalated the issue to the GM without me asking for that and the GM also didn’t seem to care about my experience. He did not offer to speak with me once until I contacted corporate, though he told corporate he spoke directly with me. I think it might have been different if a guest services manager/director was present, but I was severely disappointed by how little empathy I received. I was not offered any solution to this issue (despite asking multiple times and never asking for compensation - I just wanted to sleep). Even extra blankets and an apology would have been sufficient. Only after I called their corporate customer service did I receive any attention. The woman I spoke with on the phone was very kind but could only speak to the hotel on my behalf as it was up to them to make it right. After she convinced them, they “offered” to not charge me for that night if I checked out right then (it was approx 1pm), which I was not going to pay for regardless. After they heard me complaining on the phone to the customer service agent, they then tried contacting me relentlessly but by then there was nothing that could help my experience. They eventually offered to comp the night prior as well due to me not being able to sleep, but this was only after a horrendous experience. It shouldn’t require a customer complaining to corporate to receive any compassion from the front desk. I expected a lot more for a Hilton. To be fair, I gave two stars only because they comped my stay but I will not return. (Also I do not want a response from the business. This review is only so they may improve their front desk training so other guests don’t have to have the same...

I have stayed in Hilton Garden Inns in three cities now. Two had security personnel onsite. This one did not. Strike one.

Friday night, I was awakened by loud voices. Despite the price point, the walls are paper thin and the doors might as well be gauze. The voices got MUCH louder, and people or things began smashing into the shared wall with the next room. I quickly called the front desk to ask that they summon law enforcement, as this was clearly a domestic violence situation. The offenders were so loud that the desk clerk could hear them clearly THROUGH THE PHONE. The service personnel did not summon law enforcement. They chose instead to simply come up and knock on my neighbors' door. What an incredibly foolish and dangerous endeavor! For the love of basic common sense, even trained and armed peace officers do not respond to a DV call individually! They always have backup! After the clerk's visit, one offender departed and the volume was somewhat reduced. I was already scared out of my wits, though, and got very little sleep the rest of the night. Strike two.

Last night, I returned to my room after my niece's wedding reception. Such an active day on precious little rest had left me exhausted, and I looked forward to a good night's sleep to recharge. Then I heard familiar voices. Despite their behavior the previous night, the same people were allowed to remain in the same room. Their volume when cheerful was not much reduced from the heights achieved during the previous night's dispute. Alarmed that the situation might once again devolve into violence, I was again unable to sleep. Strike three.

I paid nearly $400 for two nights at this location. Essentially I paid that amount for about four hours of sleep and a shower. I believe that, when the foolhardy decision was made to allow the violent folks to remain onsite, I should have been notified. I would have 100% moved to another hotel. Instead, the stupidity and naiveté of the management team guaranteed that I would simply have a dismal stay. Way to marginalize the paying customer, Hilton! Your "Honors Program" isn't worth the low-grade tissue in the bathroom.

UPDATE As seen below, the management of the location has refunded my stay. They have further stated that they plan to utilize this situation as a teachable scenario. That's tremendous! I sincerely hope that they will be successful in persuading upper management that retaining security personnel...

Stayed here for a conference a few weeks ago. I have two major issues. The first one is that the water in the bathroom sink did not get hot even after running it for 15 minutes. Not even lukewarm. Oddly enough, the water in the bathtub got somewhat warm, but even it did not provide a suitably warm shower.

Secondly, let's talk about those bed linens. 100% polyester everything! Polyester is cheap. It doesn't breathe. Covered up, I got too hot. Uncovered, I got too cold. There is no top sheet. Just a thin comforter and some kind of weird thin thing over that. All polyester. I was staying a couple more nights and so I actually had to go out and buy a cotton sheet set and spread just so I could sleep! I never imagined that it would be deemed acceptable to have polyester bed linens at all, much less in a hotel, and certainly not in a Hilton!!! Poly/cotton blend or cotton would have been fine, TO INCLUDE A TOP SHEET. It's hard enough to sleep when you're away from home, but this bedding is just an insult. I go to this conference every year, but next year it looks as if I'll be staying somewhere else if it's going to be this unpleasant.

I will also add that I always drop the keys at the front desk. When I checked out at the front desk, I told the person behind the desk that I gave to stay two stars. She shrugged and said, "Fair enough." She didn't even engage me in a conversation about why I would give the hotel such a low rating....