Hilton Garden Inn Overland Park — Hotel in Overland Park

We checked in on Sunday evening after 8pm somewhere close to 9pm. Check in went well. As my wife and son were getting settled in, I went to use the pool facilities. After returning from the pool at approximately 10pm I was informed that the bathroom had flooded due to issues with the toilet. My wife was offered a different room at that time but refused because the staff attended to the issue and all seemed to be well.

We left the hotel the next day at approximately 7:15am for an all-day event that we were participating in. Deciding to take a quick nap, shower, and a spell in the hot tub, we came back to the hotel during an intermission. This was around 2pm maybe a little later. I and my son went to the front desk to inquire about milk and purchase items from the concessions that the hotel offers.

We then went to our room 316 to find out after attempting to flush the toilet and wash hands that the water was completely off in our room. First of all, that put us in a very unhealthy and unsanitary position to where we could not wash our hands after using the facilities, then not to be able to flush the toilet was disgusting and embarrassing. Then to find out that the shower was not working as well, that thwarted the whole reasons we came back to the hotel.

I chose this particular hotel because of its location and the use of the hot tub and pool. So, for myself not to be able to use those facilities due to the water being off was very frustrating. Not to mention that we drove over 25 minutes from our event and the location that we decided to grab a bite to eat. It was very inconvenient.

All of this would not have been as bad if, one: the front desk could have called or at least notified us at the door that there was a problem with the water. And when he finally told us that someone was working on the water, initially, we didn’t receive a timeline as to when it would be fixed. After complaining to someone at corporate, we were offered an honors account and 5000 bonus points. That infuriated me! We knew nothing about the benefits of the bonus points, if there was a benefit comparable to the level of inconvenience for 3 people. What would have resolved the issue for us was for us to get a credit on our current stay. We couldn’t shower, we could not wash our hands, we could not use the amenities that attracted us to this particular location, we wasted gas and time. And you offer us a phantom 5000 points?

Finally, the manager showed up at 3pm. My wife and I decided to see if we could reason with him. Initially we were told there is nothing that they could do. That the water would be on in approximately an hour and if we chose to leave that the pending funds wouldn’t clear until an undetermined amount of time. We needed the money to purchase a hotel room that had water. So basically, “you’re screwed, I just got in, deal with it, leave or not.” That’s the way it came across to my wife and myself.

About 10 to 20 minutes later we received a call saying that the issue is only in a block of rooms and we were offered a different room. Rm339. While we did appreciate the room, and its running water, we had to remove everything that we placed in the drawers; clothes removed from the closets; the placement of our personal toiletries; cut a much-needed nap completely short; to move to another room and reestablish the level of desired comfort for three...

All in all, this place isn't worth the money. And customer service and satisfaction falls very short.

I stayed at the Hilton for the Veteran's day weekend. I was truly excited to take a four day break away from work and relax. I booked the hotel with the thought process that, although other nearby areas had similar amenities, this one had an indoor pool and I'd get to workout. Thinking of the name, I assumed I was getting a great deal going through third party. But, of course, looks and names can be deceiving. I decided to workout a bit, go upstairs to my room and rinse off. Before doing that, I grabbed water, a fruit juice and a candy bar. When I went to place my candy bar in the freezer, a smell permeated my immediate area. My freezer had mold growing in it. The smell was pretty strong and would have been noticed if someone had opened it to clean it. I decided to inform guest services later and placed the candy next to the drinks in the fridge portion. I headed back downstairs to go for a swim. The water looked okay but I didn't notice a chlorine smell normally associated with pools. Due to the size of the pool, I didn't worry too much. While coming up for air, water got into my mouth. It was horribly salty but not like salt water. Once I looked at the water again, whatever had settled to the bottom was mixed up. The water was very cloudy. I tried rinsing off but couldn't get anything but cold water from the pool-side shower. I, immediately, asked when the pool was supposed to be cleaned. I was informed that it should have been cleaned that morning and that maintenance was gone for the day. It hadn't been cleaned. I had walked around the area, stepping outside, checking availability, etc. I was offered two bottles of water abd told a notation had been placed on my account. I scrubbed and washed all of me to prevent getting ill from the pool. I, then went to get ice in the container I'd been using but, when I looked at the cover for the container, I noticed either colorful dirt, mildew, or mold on it as well. Prior to checking out, I brought all of this up to the personnel at the front desk, showing pictures to verify my claims. I was reassured that I would hear from management the following day. Each time I try to follow up, they've "gone home for the day".

They get a 2/5 (instead of a one) because of the location of the hotel, comfortable bed, channel selection, and...

My wife stayed at this hotel last weekend with my daughter and daughter’s friend for a volleyball tournament. She received a phone call at midnight on the hotel room phone stating they were the front desk and there was an emergency and that fentanyl was released on the second floor. The caller stated she needed to block the doorway with a towel, turn a/c off, and break a window with a toilet seat lid to get airflow in the room. The caller was very professional and pushy saying he had to get to the next room since it was an emergency and he was following a checklist manual. My wife questioned the caller several times about if she really needed to break the window and if she would be charged. He said no charges and to do it because it’s an emergency. She did as instructed and broke the window. The caller then acted surprised and said “Oh you actually did it” my wife then got very suspicious and hung up and called the front desk twice. They did not answer. She then proceeded to call 911 since she had no clue what was going on and front desk was not answering. Police arrived and determined there was no fentanyl on the second floor. Police said the manager would move them to another room since the window was broken in theirs. As they were packing, the manager then called his GM. The GM told the manager to tell the police that my wife and kids had to leave the premises right away or they would be charged for trespassing. My wife was shocked. My wife and the kids had to find last minute accommodations at 0100 and then had to be ready at the gym for a volleyball tournament at 0630. My wife the victim ended up turning suspect and got kicked out. The next day we received the bill for $500 for the broken window and a charge for the hotel room stay.

Obviously this was a prank call and upon doing more google research this is was a huge thing back in 2009-2011 where callers impersonate the front desk and have them break windows and cause damage for some emergency. Maybe it’s coming back around again?

This was all handled very poorly and was very traumatic for my wife and kids. The call should never have been transferred to my wife’s room to begin with since the caller did not have her name or room number. That is hotel policy. Then to be threatened for trespassing, kicked off the property and to be charged $500 for the broken window and for the hotel stay is...