Hilton Garden Inn Oconomowoc — Hotel in Oconomowoc

I have been staying with Hilton since I was 10 years old, and by far this has been my worst experience at a Hilton ever. The check in staff needs to have a civility and discrimination training immediately. They treated my family like we were second class citizens. They essentially said they were more concerned with the large wedding party that was staying there. I informed them that I was part of the wedding party, but that I was paying on my own to be polite. They told me they had also given my second night away, and the rooms were full now so I would have to find somewhere else. The manager would not even come out and speak to me, but rather continued to speak through Raj. I did hear her tell him that she couldn’t help us.

Then, I required disability services, and not one single person came to assist me. I called three times. Gave my name and room number three times, and nothing. No help, no call back.... nothing. This is not okay. I fell in the tub because of inadequate slip guards. Just writing this is embarrassing, and I already feel berated from earlier.

The ladies downstairs told me they would be our servers for breakfast, but because of the wedding party we would have to serve ourselves. I told them that we were part of the wedding party, but are paying on our own. That did not mean anything to them, and serve ourselves? Serve ourselves what. There was nothing left. I did not put the breakfast on my room plan to eat and drink nothing. The coffee was out, the juice was out, and there was barely any water.

Finally, when we were in our room at 10:30 trying to get ready for the wedding..... housekeeping knocked and barged in three times. Checkout is at 11:00. So, we have no where to go to get ready for this wedding, and we’re treated horribly. I have a headache, and several bruises from the fall earlier, and I am brushing my teeth in a chili’s restaurant because I they gave away my second night hotel stay.

Worst stay ever. They turned a beautiful situation into a stressful one. It will be a long time before I ever go back to a Hilton. Hospitality is just not a part of who Hilton is anymore, and furthermore they do not care about safety...

I stayed here this past weekend for my brother’s wedding and was appalled with the customer service. When I asked common questions or for common information, I was met with a glazed over stare and as little help as possible. I needed extra towels so I called down to the desk and was informed that I could go grab them at the front counter (since when does a hotel make hospitality a priority?). Sarah the Event Coordinator was the one in charge of my brother’s rehearsal dinner, and my parents requested to speak with her on multiple occasions but never once met her. Kai went behind a wall to go find her and returned stating that Sarah said she has too much going on to come out and meet them. Sarah called my mom to review charges for the event before charging the card, and when doing so, she made excuses about wearing multiple different hats, working 60 hours/6 days a week and no or ever came looking for her. My mom asked to speak to her GM, who’s name is Todd, and she transferred my mom to him. Todd made the same excuses that Sarah did and claimed that no one ever actually came looking for her. There was no apology for how things were handled, just an “I’m sorry you FEEL that way.” The hotel itself is mediocre at best. I found a stray pubic hair in the “clean” shower upon arrival, none of the light switches did anything. The room was terribly lit and felt dirty. The closest and draw space was laughable and DANGEROUS if you have a small child, which I do. The “closet” provided about 10 inches of hanging space which is nothing when you’re there for multiple nights, one which includes a wedding and rehearsal dinner. The closet has no doors, and clothes that are protected by plastic bags (ie suits and dresses), are a choking hazard when exposed to small children, which they are at this hotel. Drawer space was abysmal and not nearly enough for one person staying the night, let alone multiple days. I will not be spending my money with Hilton in the future, and will advise anyone and everyone I can to...

We chose the Hilton Garden Inn for accommodations for our guests due to proximity to our wedding venue. In the area, there is another hotel, The Staybridge Suites, however they are sister companies. From the beginning, it was difficult to acquire a room block. Management would not allow a room block at the Hilton AND the Staybridge. Due to not being able to lock down the room block in a timely manner, our wedding invitations were not able to be sent out in a timely manner. Communication is key and that is something this establishment lacks. Another piece of evidence of lack of communication: my husband and I had an agreement with our officiant that we would pay for her hotel. I was told I was authorized to pay but I needed to fill out the written agreement and email it back to the hotel. I did just that. I figured it was all taken care of because I hadn’t heard back from the hotel. The night of our rehearsal, we find out that our officiant had to provide a credit card and was being charged for her room. We were mortified as that was our agreement with the officiant. We called the hotel to straighten things out and they tell us that they received the email but couldn’t download the written agreement. Lack of communication. We also wanted to have a farewell brunch the day after the wedding however there was no way the hotel was working with us to provide that unless we rented their banquet hall. They told us that they are unable to fulfill those requests as they are fully booked every weekend from middle of April to October. They also proceeded to tell us that they have to decline at least two room block requests during that time-suggesting that we should be lucky that we are even got a room block. The lobby is renovated and modern. I would NOT recommend that you book a room block at this hotel. Instead take your business 10-15 minutes down the road where they may value your business more than...