Hilton Garden Inn Oklahoma City North Quail Springs — Hotel in Oklahoma City

First of all if I could leave -stars I would leave -10 stars.This place has the worst management I have ever SEEN!I was told that housekeepers leave at 5 p.m.I was also told that their "help" leaves at 10 o'clock p.m.If not for John Swallow, who should be given a raise and put in a management position,we would have ended it before I even checked in.I tried to look past the stained floors and horrible pool area.I made a reservation through Hilton at approximately 7p.m.I asked for extra towels extra pillows and extra coffee during that time. I was also scheduled for a late arrival due to having a very sick grandfather on the verge of death at the Mercy ICU.I even called again at 10p.m. to verify my reservation and try to change to a double bedroom.Due to the softball World Series and major softball tournaments there was no other rooms available and the whole hotel was completely booked.That was fine and understandable and we did as best as we could given the dire situation.If not for John Swallow, who knows what would've happened!1st of all he's a weekend audit.Second of all he ran three floors of hotel rooms by himself! No other staff in the building!To me that screams lazy management poor decisions and a serious safety issue if a fire or robbery was to take place.He was fetching anything and everything, for all of the rooms in that hotel on his own, from 11 to 7p.m. which is his shift.We checked in late the place was completely full he did the best he could checking in multiple people as fast as possible and going to rooms to turn down beds to get them ready and provide them with the necessities that they needed all on his own.During the time of reservation, my name was misspelled so I was unable to use Internet at all.I called Hilton and explained the situation.I got my name changed and was able to use Internet. We slept as much as we could, went back to the hospital and tried to get through the rest of the horrifying day.I wonder if this hotel even checks for events going on in the city on weekends to leave one person running things by themselves period?!Luckily the next morning a manager was on duty.Her name was Shannon Belcher.I explained to her that John deserved a raise and if it had not been for him, we would have to had fended for ourselves.I explained to her that I was extremely upset with my stay due to the fact that there was one man there the whole time we needed things who was frazzled and handled customer service perfectly!I also told her that I spoke with a woman the night before that had drove in 4 1/2 hours and had had her room reserved 3 1/2 hours ago given away to someone else by the staff during the day.John comped her whole room!She asked me for my name and I said that that was not important right now.Then came the attitude and getting defensive.She spouted,"how can I help you if I don't even know who you are?!" I said John was our only help and I will be leaving a review through Hilton Honors program and on Google this was the worst stay I've ever had at a Hilton.She said "OK I understand that but what were the problems and how can I fix them?"I briefly explained what I have been explaining this whole time to her.She offered an apology and just excused it off as "not a big deal" and "we only have him as a weekend audit", and also seemed to act surprised that John was capable and wonderful at his job.Which is a degrading thing to do to any employee when you're in a management position.In front of them or not.She asked again if there was anything that could be done. I explained,"Ma'am, I will get an email from you guys and I will leave a review and I will leave a review on Google but we are checking out right now John solved all of our problems. She said okay. I said, "Unless you can give me Hilton honor points it's a lost cause." She stated rudely if she didn't know who I was there was nothing she could do.Oh really? You can't figure outwhat room I was in without a name?I didn't know refunds didn't exist? Nor common sense. She will know now who she was speaking with. DONT STAY HERE...

As a Hilton diamond member this hotel is really an excuse and poor representation of the brand. Likewise, Charles the general manager of the hotel, is incompetent and unsympathetic to issues created for the customer, by the employees under his supervision. Upon check in, Shawna did not even tell me my room number, since I digitally checked in and chose my room earlier that day I went up to the third-floor only to discover my key card was for a first floor room. I had a lot of belongings & as a young woman traveling alone with my dog so it’s very frustrating going up and down. It’s literally Shawna’s job to be as helpful as possible considering this is the hospitality industry. When I approached the front desk with my concerns both Shawna and Charles were present and unsympathetic to the situation. No apologies, Shawna mentioned that she thought she gave me my room number but that was about it. At 3 PM when a customer is supposed to be checking in Charles told me that the first floor room was the only room that was available, I told him I should have been made aware of this prior because communication is key I was on a time crunch that day and I didn’t have time to pack my car back up and go all the way to a different hotel. Not to mention I would have to find which hotel that would be. Charles is the general manager, but with such a lack of consideration for the people he’s supposed to be serving. If you’re not interested in being hospitable, please quit your job because none of us want to deal with you either. Or the disgusting rooms you’re not up keeping at this Hilton property. Trash under the bed, hair in the bathroom, and every wall covered with dirt and marks. At that point don’t you think you would schedule painting? With sold out rooms I know you can afford the reinvestment in the property. Save yourself the trouble and stay at the home2suites off of 135th St. they provide you a very nice snack bag with water upon arrival and the rooms are very clean! They even let me check in early! It’s disappointing that Charles would prefer to argue with the customer instead of taking responsibility for the situation. I alerted the hotel that I would be checking in upon 3 PM through the app so my room should have been a priority and if that wasn’t possible they should have called me to let me know so I could make other arrangements. I stayed in room 154 which was right next to the door and it slammed constantly and all day and night from people coming and going. Luckily my corporate complaint issued me a full refund for this experience because they were apologetic for Charles and ability to successfully resolve the situation in a way that was fair. Please do better Charles, we...

I made my reservation two weeks in advance online, I specifically asked, in the comments, that a minimum of 1 pack-and-play, but preferably two pack n plays be provided. AND that i would require help with luggage. A week before, I called to confirm that they have read the notes and that I would absolutely need one pack and play, at the minimum, also in the notes I had indicated that I would have two small children, under the age of 4, with me and I would require help carry our bags to our room. I called hotel around 5pm to let them know we would arrive around 10pm. I arrived at the hotel at approximately 10 p.m. there are two Hotel staff members there. I asked them where a luggage cart would be, one had to go find me one, and instead of offering help just handed me the luggage cart. I got the keys and while I got the keys, I mentioned, again, that I required a minimum 1 pack in play and then i was informed that both Pack & plays were already set up in the room. So I, my two small children, and all our luggage start our way up to our room, while the two staff members stay at the front desk. Get up to my room, both keys don't work. I use my cell phone to call frontdesk, inform them that they will have to bring me up the key because there's no way I'm dragging all my luggage and my two kids in the stroller back down to the front desk. Guy was nice enough to bring key up to us. He leaves i look around the room, turns out there r no Pack N Plays. I call in and the gentleman is again very nice and go and gets us a, 1 pack and play. The room appeared to be clean, unfortunately, it did have a faint smell of urine on the carpet. Barf! The toilet seat was off its center, so that was a bit uncomfortable. On the upside and had a really really hot hot water for a shower, which I love, and the water pressure was awesome. The beds were semi comfortable, but bed bugs are unforgivable! Woke up with bites! Then when its time to check out, i call front desk to sent up a cart, and clerk says she cant cause she is the only one at front desk! So she must be the only one in the whole hotel who has the authority to bring me up a luggage cart! Ive stayed at motel 6s’ with better hospitality! Will never stay here again. Oh no free breakfast, no free wifi. The Sheraton four points is right next door, wish I...