Hilton Garden Inn Myrtle Beach/Coastal Grand Mall — Hotel in Myrtle Beach

I do not normally leave long “books” for reviews. But, as the hours passed, more and more flaws were noted about this location with Hilton. The biggest frustration is my lack of sleep…

Location: For folks that are not from this area, the HWY 17 is loud! A lot of Myrtle Beach locals travel this road heavily. Sadly, I was woken up around 5:30am by excessive vehicle noise. As it’s nearly 9am when I’m finishing this review, it’s still loud. As this was built within a mall parking lot, there is no secure location for registered guests to park. Your vehicle is in the open across from the mall parking lot. There is also no on-site valet.

Amenities: Not happy with this hotel’s services. Upon checking in, the Front Desk rep (Mary) was extremely kind, professional, cheerful & inviting. She made me feel welcome. When she got to explaining breakfast, she shared that breakfast was not complimentary (you have to purchase). I was not happy, but accepted her words and let it be.

Amenities issue: If guests are paying nearly $150+ per night & are Gold / Platinum status, you are used to certain services. I do not know why this location has no complimentary breakfast. I could not find this explained anywhere. The cost is quite high. Considering our current economy…the cost should be considerably lower to welcome / entice. NOT $13.50 per person.

Room Service is offered, but only for dinner.

Phone / TV: When I tried to call down from my room phone, the volume was super low and I couldn’t hear the Rep. I hung up and called back. I heard the rep the second time, but shortly after his “welcome” greeting, I could not hear him. He adjusted and I was able to hear. I inquired about Room Service. It was conveyed that only dinner was available via Room Service. So, I’m not paying an outrageous amount, plus can’t attempt to order to have it brought to me in the AM.

TV: It is a decent size. However, I tried to watch last night and had to push the volume to 28 just to barely hear it. At 10pm, one should not have it above maybe 5 or 10 on the volume scale out of respect for other guests who are sleeping / relaxing in adjacent rooms.

Room’s Design:

Shower stall: The stall was long, but was skinny. The design of this room needs some rethinking. The living space (where the bed, desk, and lounge chair are) has lots of spare square footage. The designers could have easily forgone some of the living space to push the bathroom vanity back some. This would then allow the toilet to be moved over and thus the shower stall to be a little wider. I’m a short / tiny person. But, I hit my elbow a few times on the sliding glass door’s metal bars.

Coffee Bar: This really needed better lighting. I had only the restroom light and the ceiling light beside the door for lumination. They have the microwave on a shelf (for safety; understandable). However, there was not much space between the shelf and the coffee portion for light to penetrate. Thus, making that coffee bar quite dark. You really had to move your body or bring your cell phone’s flashlight over to help you see the respective coffee labels and Keurig instructions.

Lastly, attention to detail (mainly the cleaning crew). When one loses sleep due to outside noise, you find all the little things that are frustrating when you can’t eat free breakfast and get woken up at 5:30am by morning local commuters.

When the Housekeeping folks clean, they need to ensure they are placing the lamps, cords, phone and the Hilton QR sticker in an easily accessible location. If the Housekeeping staff is not in charge of this, then my apologies. But, when housekeeping does clean lamps, they do need to ensure they adjust the lamp so the power button / switch is easily seen.

All-in-all, I do NOT recommend this location. I got woken up at 5:30am from noisy traffic, then find the room service was not available for breakfast. From that moment on, all the flaws became apparent about...

Honestly would let have gave them a star. Worst hotel I have ever stayed in honestly. I booked my hotel almost a month in advance and got a text from one of there associates at 8:00am July 3rd stating there was a problem with my card information and to call before 5pm or my reservation would be canceled. I called at 9:30am the associate Jordan took my card information and said she had everything she needed. I checked my Hilton honors app around 10pm July 3rd the night before we are suppose to arrive and it stated that it had canceled my booking even though I called and gave them my new up to date card information. Called immediately as soon as I seen the cancellation. They had already charged me 152 for this stay. They were not able to restore my reservation but re booked for the same price. When we arrived at the hotel I spoke with the other associate who rebooked my stay and said they had to wait to a member of management to see about the money they had took from my account for my previous reservation. 35 minutes later Male manager stated to me he did not see any other charges except for the 178 for the new reservation that they had took.. the hotel ended up taking $152 for first reservation $178 for the second one and a random $18 for something we were never specified for... Long story short I was trying to explain to the manager about the additional charges and he said sue to cancellation that I was gonna be charged even though it was the associates fault for not notating that I had called and updated my information. He was very rude. And honestly I’m sure if he was in my shoes he wouldn’t have felt the same way!!!!!! He stated that we still owed 585 dollars towards the stay even though they had already token $348 from me!!!! I told them idk what you expect me to do cause I can’t pay that due to you taking all the additional funds from my account which will not be back in my account for 5-10 business days.. Manager did not mention not once that he was gonna refund my money until I started crying and my boyfriend came to the counter. Then he stated he’d refund my money after he had stated he couldn’t see any additional charges to my card. I have my bank statements proving so too. Not to mention the HUGE bug found on the floor of my room...... Really mad me never want to stay at that hotel ever again.Manager stated to my boyfriend on July 4th that when we checkout they were gonna give us a receipt for our stay and a receipt for the amounts being refunded back to my card. Then this morning when we were getting up my boyfriend opened the door going to leave they slide two receipts under my door. One with my refunds on it and the other with the cost of the hotel which had my card information and his on it. Which was very unprofessional. We had paid the first day of our stay boyfriend went to the counter and asked about it. And they stated that his bank had not released payment which was no way cause we paid before we stayed and it was on his bank statement. I was upstairs at this time getting the rest of our things to check out. When I called and they said we still owed 585 dollars. I asked they lady at the desk what’s the problem?? I said we paid before we even were able to check in to the hotel. She stated that this was the receipt for the hotel stay. I don’t understand why they would tell me and him two separate things but because of all the funds they took from me and them messing my boyfriends up to we had to limit what we were able to do for our vacation.. cause we could have had 348 more if it wasn’t for the inconvenience of this hotel and for it to be such a nice hotel it was one of the worst experiences I’ve had staying at myrtle beach and we...

I just want to start by saying that I am a world traveler so I have seen some really good and really bad hotels. I have stayed at many hotels across the country and even most continents. Now, I have never had a worst experience at a hotel in my life. I would not recommend going to Hilton Garden Inn Coastal Grand Mall at Myrtle Beach at all! We had a death in the family and all distant and close family got together at Myrtle Beach to be together in these very hard times. I did a lot of research on my own time on places to stay near there that were supposedly very nice and welcoming. Being only 20 years old I had to call and make sure that it was okay to be 20 and rent a room. I looked and made sure that this particular Hilton hotel was okay with me being under 21 and from what I read it was. This is what it even says on the Hilton Honors website (You warrant that you are eighteen (18) years of age or older to reserve a room on this Site. If you are under the age of eighteen, you may contact the hotel directly for assistance.) I even called this particular Hilton hotel and they physically told me that it would be no problem being 20. They never mentioned to me that I had to be 21 to check-in or that I had to have an adult with me. When I got there to check in they were confused that it said 20 and not 21 like I didn’t tell them already that I was 20. Now it is really late at this point, 10:30 PM to be exact, and now they are telling me that I can’t stay without having an adult there. I had to call my sister and brother-in-law and they even showed the acting manager where it said that we didn’t have to be 21. I mentioned that it didn’t even ask for an age when reserving a room and they told me that it’s not supposed to, so technically that means a child could even reserve a room. Now how professional is that? The general manager, Thomas, said that he was sorry about the ‘confusion’ and that it should have been stated in the confirmation email about their policies but it was never stated. Then he continued to say that next time I should “double check with the property itself on what policies they have in place for age so it can be avoid in the future.” Now it’s one thing to have policies but like I said before, I called in advance to make sure it was okay and was told it was. So now from the rude and what felt to me, aggressive email, I am basically being told that I am a liar, because like I said plenty of times now, I called and made sure it was okay. I honestly feel very targeted, due to me being a minority and having definite features that show I am Middle Eastern. They didn’t want to check me in supposedly for my age, but that was after they physically saw me, since they already said that my age was fine on the phone. I worked hard to be a citizen here and to not be discriminated and this is what I get? I was left with no room and having to spend the rest of the night finding a place to stay considering the limited room at my family's house. So again, if you don’t want to be discriminated or being lied to,...