Hilton Garden Inn Orlando I-4 Millenia Blvd Mall — Hotel in Orlando

Very disappointed in having chosen the hotel to hold my event, very poor professional ethics, the sales director Alyssa Moorman said she was dealing with a personal emergency, showing herself to be careless and without empathy for my situation, she never offered solutions either during or after the event. Unfortunately, we had several problems during the event, including: #1 The venue was not available to go decorate at the scheduled time 1:00 pm #2 The tablecloths were dirty after the event that took place in the same room in the morning and we had to use them like that, since there was no one to come to replace new ones #3 The party was scheduled for 5:00 pm and at that time they had not yet set the plates, glasses, cutlery or glasses for the champagne (which was included and paid for in advance) the guests had to bring and place the plates, and even dry the glasses in the kitchen because they were wet and bring them to the room #4 There were a lot of trash bags outside the side door of the room (trash from the aforementioned early event) and my guests had to take care of that #5 By the time of the toast that we had scheduled for 7:00 pm we did not have the glasses to serve the champagne (so we could not have that special photo since the photographer left at 8 and after that time they brought only 10 glasses for 50 guests also I was not informed that they would only provide 10 glasses (if I had known I would have brought all the remaining glasses) so as not to exclude anyone from the toast #6 We bought bottles of water for the guesses and they did me the favor of keeping them until the event started, but they were never delivered to the back, among so many details it went unnoticed until one of the guests told me that he was thirsty #7 the table that we requested to have the items removed where we were going to put the gifts (a stereo, coffee and what looked like a bag of cement) they were not taken care of 8 the Bluetooth it didn't work. I understand that perhaps you are short of staffed but there was a lot of negligence, the staff although kind was very inattentive and these problems caused inconveniences. and major disappointments for both me and my guests, we decided to take the hall even though this would represent almost double the budget we had planned, in order to have a special event and it was not like that, it seemed like a nightmare

The poor service ruined what was supposed to be a...

This experience was horrible! I rented out a ball room for December 7th back in October the lady took a deposit from me and made me sign a contract. I was told on the contract I will be provided elegant glass ware, flat ware and plates. Prior to the start of the event a week before I get a call from the company saying they triple booked the ball room for Dec 7. They tried to bully me into changing my dates but I had friends and family coming out of town just for that day because it was a surprise birthday party so I told them I already signed a contract and I’m not letting up I asked the lady multiple times before I signed was that date available and she said yes so I proceeded with everything. I was told I’ll have the ball room from 12am-12am I told Saham the assistant manager I rented a dance floor and it will be there between 8-9am I get there to the hotel they said the ball room ain’t ready and they have to clean and vacuum and the room wouldn’t be ready until 2pm. I said absolutely not I paid for a lot of rentals that needed to set up their equipment early so they finally let us in around 11am I said they can just vacuum while we are all in there because we have a lot to set up. The party started at 6pm 1hr before management is going to come up to me and say they don’t have enough plates ,glassware and flatware for 70 people and they have to provide plastic plates i showed that that wasn’t in the contracted i signed why lie about that and even provide that in a contract. They are going to bring in the cheapest paper plates you could ever imagine and cheap silverware. No napkins or cups were provided but again on my contract it said everything was included for that amount of guest.So I had to run out in the middle of the party and buy plates,napkins and some decent looking cups.I had a few people who did the open bar package and when I tell you that was an awful experience!!! The bartender had a positive attitude but he didn’t have a lot of drinks he said sorry I ran out so we didn’t get our moneys worth because they ran out of stuff people like and only had beer no one drinks that’s. This company is awful and I pray you don’t have an event here!!!! I’m currently looking into legal action to see what can be done because a lot of money went down the drain from this awful...

Hilton Garden Inn at I-4 Millenia Blvd Mall...

The property is undeniably beautiful, as expected for a location that's only four months old. While I understand that a new location might not be perfect and staff may still be familiarizing themselves with the systems and processes, this should not impact the level of service one expects from Hilton Garden Inn (HGI).

Unfortunately, my experience fell short of these expectations. There was a noticeable lack of the warm welcome typically associated with HGI. There was no greeting such as, "Welcome to HGI, how may I help you?" As someone who exclusively stays at Hilton properties, holds an Amex card, and is a Diamond member, this was by far the worst experience I've had at any Hilton property.

Moreover, I was surprised to encounter an extra $165 security deposit fee, which I've never had to pay at any other Hilton property. While I can afford this, others may not, and this unexpected charge could negatively impact their stay.

Additionally, the $15 parking fee for an entirely open and unsecured parking area is excessive, especially when it doesn't even provide covered parking. It's simply not justified.

Despite the new systems being a learning curve, courtesy and friendliness should never be compromised. The only friendly staff member was Frankie at the bar/food area. The food and drinks were good, and Frankie's service was world-class.

Lastly, as a Diamond member, I was surprised that breakfast is not included at this property. Furthermore, I was initially told that I was a Silver member and had to show my phone/app to prove my Diamond status, even though I am currently only 20,000 points shy of 1 million points.

This property urgently needs changes and training to truly represent what the Hilton brand promises. While this stay has been disappointing, I already have three additional bookings at other properties in the next month. I considered canceling them, but I won't let one poor experience ruin my overall impression of Hilton.

In summary: Beautiful property but service needs improvement. Unjustified extra charges and lack of courtesy need addressing. Frankie at the bar/food area provided excellent service. Urgent training is required to meet...