Hilton Garden Inn Mt. Laurel — Hotel in Mount Laurel Township

I’m writing this review as a current Hilton Gold Member. It takes work to get these levels in the Hilton honors program, so before anybody judges and thinks that being gold is not a big deal understand what it takes to get there. That being said this property does not care about Hilton rewards members. I have been between gold and diamond and one of the Perks is getting a free available upgrade. The upgrade for me would’ve been a room with snacks that upgrade was available however they wanted to charge me $25 for the upgrade. That’s not how the program works. It’s a free upgrade if available not charge you for the upgrade because it’s available. I tried explaining that and no one cared. I understand, but they wanted to charge me more than if I had just booked the upgraded room originally that’s like a double kick in the face. Also late check out if available is also a perk for membership. I had chatted and asked for a late check out of 1230 knowing the checkout time was 12 o’clock and I was told to check out is 12 o’clock. I said that I understood that and I was looking for a late check out of 1230 and after some consideration, they did grant me the half hour. It really shouldn’t be that difficult. I’m not looking to be fallen all over, but I do want to be treated as I deserve for the level of rewards that I am at. So fellow reward members this is not a good property for anyone that wants to utilize their rewards. The food and beverage credit doesn’t even cover breakfast.||That being said the property itself is in a small corporate center which is quaint however, I was not a fan of the parking. It made me very uncomfortable. The majority of the parking is located behind the main building and I always get nervous parking somewhere that’s not in direct eyesight. There is plenty of parking in front of the building, but it’s down in two separate lots. While parking is ample, I feel that it is located poorly. While on the topic of the back of the building, most people use that back door to get in and I kept on having to kick rocks away because people would prop the door. The door should be locked so no one gets in the hotel, something needs to be done about that as even when the rocks aren’t there, the door doesn’t latch and that’s a security problem||The hotel is also run down. My room looked as though someone threw paint on the floors. The cabinetry is marked up and unsightly. The top drawer of my TV stand kept opening, walked by that in the middle of the night because it won’t stay shut and see how your leg likes it. Also, it looks like there was a leak in the cabinet near my refrigerator as you can see in the photos it is all warped, and smells musty. The door won’t even shut. That’s not appropriate and probably should not be around where you put food. Also, the lampshades are absolutely disgusting and look like I’m staying in some (excuse my description) “pay by the hour motel”. I wish I could let you feel the sticky substance that was on the side of the bed, you can see it in the photos, but why couldn’t it have been wiped off this is all simple stuff. Paying the price that you pay for Hilton you expect a little more attention to detail than you would a lower end hotel. I almost feel like Hilton just doesn’t set itself aside anymore and you’re better off just to stay at a hotel that may be considered lower end because you’re getting the same experience when you’re staying at a Hilton property but paying double for it.|To add insult to injury, I asked about the hot tub and was told oh yes, we have a hot tub, but the jets don’t work. Don’t worry the water is still hot so basically you just sit in a festering pot of hot water, I’m sure that’s very healthy.||Daniel is very difficult to work with and would be 100% corporate don’t do anything for a member type of employee in my opinion so I suggest you try to avoid that staff member for anything regarding the Hilton honors program. Rosi was wonderful and if you could find her, then I would highly recommend working with her, Danielle was also very nice.||While outside of the hotels control the television channel and guide system is extremely difficult to work with and you could spend an hour trying to find out what’s on what channel to watch, that’s not the hotels fault however. ||There are several hotels in this area and it’s definitely worth taking a look elsewhere. For my fellow Hilton honors members Check out Marriott Bonvoy. It’s a pretty good program and I’m finding that a lot of the Marriott hotels are exceeding Hilton standards as...

At first everything was great via checking in and most of the staff I encountered were awesome but the 2nd day I was there I got really irritated because I decided to pay for my breakfast ($20 a person for the normal powdered eggs, undercooked cheap meat, slimy potatoes, and cereal/toast/unflavored (concentrate/not real juice and tasted like water) that you're usually offered for free with your room purchase and was just severely disappointed. Any French toast, waffles, etc that you would normally be able to make yourself at the breakfast bar was put behind the bar into the kitchen so that you would have to pay separately for that as well, it's not included in the buffet so if you wanted eggs and French toast you would be paying well over $20 for breakfast. I don't mind paying over $20 for breakfast if the food is actually decent but for powdered eggs that stink ungodly and such low quality options, it just feels like a cash grab like they're trying to get every penny they can from you. On top of that, I let my waitress know that I would be paying for my breakfast and not charging it to my room as I did not want to occur any extra fees so she charged me for me and my partner before my partner even came down resulting in a $51 charge and then after my partner came down she gave him a separate bill for $61 (we gave a $10 tip on top of the $51) so she in the end charged my card twice (once for $51 and the 2nd for $61 so that over $100 was withdrawn from my account right then and there). When I got the alert on my phone that I was charged twice I went back downstairs and asked them to rectify it and void the first transaction which I was told they already did. But they did not as a few days later the transaction is no longer pending but withdrawn completely from my account and not only was it just the 51 and 61 but it's somehow got adjusted that after pending I got hit with the $61 charge 2x instead. So the waitress either got a nice $71 tip for herself or Hilton got the money but all's I know is I keep asking for help and no one is reaching back out to me or giving me my money back. I'm going to have to apply for a chargeback via the bank and wait 10 days to see if I'll get my money back now. They underpay their staff so now you have to worry about your card getting hit left and right so that these people get some type of tip, it's sad. Only because it was brought up multiple times before we left and they did nothing to fix it or to void the faulty transaction at all. I've email Ignacio F (The person who emailed me about my dissatisfaction after filling out their survey) But he has stopped responding to my emails once they were shown that I was charged twice and that I should be getting refunded the $61. Magically I haven't heard from him since and it's just really disappointing for a major hotel chain to act this way. Also, if you ever stay at this place make sure you bring your own drinks and snacks as their "vending room" is full of dollar store type snacks that they charge you almost eight times the amount for. They are in a poor area so I just find it funny that they blame it on "locally sourcing" their products or they have to reflect what they're paying for it but that's a joke because they are literally in the midst of 30 other hotels that offer the same stuff for way less prices (a beer there is $7, a bag of $1 chips are $5 or more) and they post that there is a bar and restaurant option but there is no bar and restaurant there. It's not even set up in a way that they could have one. They turn the breakfast area into a supposed restaurant but it was never open the entire time we were there But thankful we didn't get tricked by that because the food would have just been hotel quality and overpriced anyway like their breakfast is. I walk with a cane and had a lot of problems with accessibility of certain doors being locked throughout the night that even your key card couldn't get you in and you would have to walk around the entire building. The pool area though is saddest being...

I am a Hilton diamond honors status. This Hilton garden Inn was the worst Hilton property I have ever stayed in. I have spent thousands and thousands of dollars at Hilton properties and have over a million Hilton honors points so saying this is the worst Hilton property I have ever stayed in is saying a lot. I was barely even recognized as a human being when I checked in and was not offered my choice of Perks that come along with achieving diamond status at Hilton. The night desk clerk barely looked up and spoke to me and did not even discuss breakfast amenities or ask if there is anything in particular I needed. There was no one waiting to be checked in behind me so this lack of attention was not due to a busy check in. The poor service continued when I went to breakfast and discovered that my breakfast was not complimentary. I went to the front desk and asked what was happening and was informed that I had chosen to take Hilton honors points instead of breakfast. To which I replied, I was never given that choice; your desk manager manager must have made that choice for me. I did not receive an apology or even a second glance about this matter. Once again, I was barely recognized as a human being let alone a Hilton diamond's status number. The Breakfast consisted of a so so continental breakfast or you could choose something off of their menu as long as it didn't go over $10. Anything over $10 had to be paid for. When I looked at the menu, I was surprised that a simple Belgian waffle was $10. That did not include eggs with it. I could have walked over to the Hampton Inn next door and receive received a waffle for free along with their continental breakfast which included an egg dish, bacon and sausage. The room and bathroom were clean a clean but there was no coffee in the room and and the room was just OK.

To say that I was most disappointed in my stay at this Hilton garden Inn would be an understatement. I was quite frankly shocked at the way I was treated as I have never been treated this way at any Hilton property that I have ever stayed in in the past 25 years. I will never stay here again.

My recommendation is that you cross the street make a reservation at the Hampton Inn directly next door at which I have stayed and received outstanding service. You will get a better free breakfast and be treated with more respect than you will at the...