Hilton Garden Inn Tampa Northwest/Oldsmar — Hotel in Oldsmar

The worst experience at a hotel ever! Upon checking in with the front desk the male standing in front of me for about 2 to 3 minutes before yelling toward me that someone would be with me shortly. Then a young lady that came out of the office to check me in. I explained to her that I could not get my digital key card to work for some reason. Then she asked for the name on the reservation and stated she would need my ID and a credit card. No problem, so I handed her my ID and she said the reservation was not under that name, I then asked her if she would like to see my confirmation to which she said no I need his ID, turning to my husband. I advised her that I had made the reservation and used my Credit Card not his, but my husband handed her his ID anyway, Then she had this very confused look on her face and says that it is not in either name. I again asked if she would like to see the confirmation, she said no. Then I remembered that my son was also registered to stay as we were meeting him there. So I said to her, you must me looking up my son's name and not mine. So she did something on the computer and handed me the key card to a different room than the one confirmed in my email. When I asked her why we were getting a different room, she said the one that we chose must have been dirty and that is why I could not get my digital key to work. She was very rude and not friendly at all but I said thank you and we went up to our room. We were meeting at the hotel so my sister could visit with her children that she hasn't seen in a long time. Her 2 daughters and 2 granddaughter were in the room and my son and his wife had arrived by then so there were quite a few people in the room (which was a suite) visiting and deciding where to go to have dinner. The phone to the room was ringing but by the time we picked it up it stopped. All of us headed down for dinner but my husband stayed back to make sure he had everything he needed for dinner, The phone rings off the hook, when he answered it, it was the young lady from the front desk she said to my husband (Called him by name) that there is no smoking in the hotel. My husband told her that he knew that and that there is no smoking in any hotel that he knows of. She said she just wanted to let him know. Once my husband come down stairs and tells me what just happened I went to the front desk and asked her what that was all about, that we know the rules about smoking and that I didn't appreciate the way she assumed someone in our room was smoking. She said housekeeping called and told her that someone in our room was smoking. I said we had a lot of people in our room but no one was smoking in our room, but the entire 3rd floor smelled like someone was smoking pot. So I asked her if she called everyone on that floor and told them the same thing, she said no just us. So I asked her if she would like to go up to our room and check it out for herself. She said no I'm good and walked away from me. It was so upsetting and I feel like it ruined our trip. I will never stay at that hotel again, and I may not stay at a Hilton Hotel...

Donna and Kayla were the best professional hotel staff I dealt with during my stay in Florida! Donna made sure I was accommodated with the situation I had the first night. (nothing major, just loud neighbors) where she changed my room. I had to extend my stay an extra day due to personal circumstances. I went downstairs the next morning to let the woman at the desk ( Kayla) know the situation Donna assisted me with and wasn’t expecting anything whatsoever, Donna had already conversed with kayla and she ( Kayla) had the new reservation so I could stay in the current room. Beyond great full 🥰 . They went above and beyond to make my stay comfortable and rememberable . Check in was all done on your phone with access to unlock the room with your phone! That was the first for me, you were even able to control the tv with your phone!! Super convenient check in /out, you don’t even have to go to the front desk! Download the app! Highly recommended.|The rooms were spacious, beds were comfortable ( bug free) , mini fridge, blow dryer ( real one, not a small wall mount one) iron with board. room, furniture and carpet were clean. No safe, but that’s okay. Air didn’t work the best in the first room but was great in the second room. Bathroom was big and spacious, water pressure was perfect, Had shampoo, conditioner, body wash, hand soap and lotion in the bathroom . ( big bottles, sulfur free, which was a huge plus) I was there during tropical storm Debbie, although my flight was cancelled and I had to book an additional two nights, I unfortunately had to leave and book elsewhere due to it being a little too pricy the third time around. As that’s okay, because you get what you pay for in this hotel. I just exceeded my budget. Plenty of parking, had laundry, restaurant in walking distance ( same parking lot) in the middle of the airport and hospital ( 20 minute drive) Both pluses for me being that I had to visit the hospital daily. In the area of tons of stores.||Coffee pot in room but had powdered creamer, I suggest going to the dining area for half / half moomoo’s 🐮 breakfast was good. Had 3 different breakfasts each day I was there.. never ate the same thing twice unless I wanted bagels, oatmeal or waffles. Had sugar free syrup ( huge plus) big waffle bar with whipped cream and toppings. Breads, bagels, pastries, Peanut butter, variety of jellies, fruits, yogurts and juices. Biscuits and gravy, sausage Pattie’s , egg omlets, hard boiled eggs. ( just items I ate) there was plenty more .. Christine who worked the dining area was pleasant. Personable, made sure everyone there had what they needed.||I didn’t get to enjoy the pool but it was decent size and looked clean, had towels by the elevators/ pool entrance.||Had coffee and tea 24 hours with a variety of tea bags.||I definitely would go back next time I visit Tampa. Felt safe staying there alone. Highly recommended with personable staff, that I encountered||(I attached photos of both...

My husband travels A Lot and is a Hilton gold member. We just switched from IHG to Hilton recently. This was in the top 3 worst stays ever! We were only here for the service for my husband brother, a Pinellas County Sargent. We made them aware of that when we arrived with my MIL, who's son had just passed away. We also had to bring our dogs with us due to last minute travel. When we arrived to check in we asked for a luggage cart because there weren't any in the lobby. We were told to get on the elevator and check each floor to see if we could find one. We were unable to find one so had to make several trips to get unloaded and we were already late for a family dinner. I will say that Travis did help us with the dog crates. This is where the horrible service started! I knew at this moment I didn't want to stay here. The check in process was tedious at best as the gentleman working the desk had to keep exusing himself to ask the lady in the back questions, instead of her expediting the process by coming up front and assisting. My MIL asked about a senior discount and was told that she should have discussed that with reservations when she made the reservation. First, she didn't make the reservation and second my husband did in a rush to get us booked and was doing this under extreme stress. No offer to remove reservation and start new with a senior discount, no staying that they're was no senior discount. No customer service at all!! Thankfully at the dinner we were told to move to another Hilton where the Sheriff's department was paying for the family rooms. After dinner we informed them that we would be checking out the next morning instead of staying another 4 nights. We were told that there may be a cancelation fee but under the circumstances that they may wave it. Small inconveniences included finding the shower gel to be empty and am empty ice machine. The next morning I went to get coffee and no one said good morning to me or any other guest I saw entering or exiting the building. The staff were all having conversations with other staff and couldn't be bothered to even look up at anyone. After getting my coffee I was just LOOKING at the breakfast and was told that the breakfast was not free. My husband is a gold member and it should have been free. Not too mention the approach was not welcoming in the least. The only pleasant experience we encountered with ANY staff was from Travis meeting our dogs in the lobby. Otherwise NO ONE was welcoming or pleasant at any time during our 14 hour stay. Needles to say we will NEVER consider staying here again. Fortunately the Hampton Inn in Tarpon showed us A MUCH BETTER side of Hilton brand. Giving there condolences, along if there is anything they can do for us and making our check in process very easy. I will be giving them a 5 star review once...