Hilton Garden Inn Palm Beach Gardens — Hotel in Palm Beach Gardens

One of the worst Hilton experiences I've had. We reserved a room with a balcony. When we arrived, the digital key system was not working. Had to check in at desk and be informed that the hotel has NO balcony rooms and given a regular room with no reduction in price although we paid for a balcony. Their website still shows balconies available to book and has pictures too. All lies. The man who checked us in was rude and did not provide our complimentary water and when we asked for it was very bothered. One of the keys did not work. Room was nice, but half the TV channels did not work, no premium channels bc they want you to use your own streaming accounts, bathroom was in need of repair. TV ports were damaged so could not be used, trash cans in kitchen and bath missing. Breakfast- first had to pass bouncer at entrance who glared at us the whole time we were there and kept asking waitress to let him deal with us as if we were doing anything but trying to get breakfast. Waitress saw us arrive with a paper coffee cup so when we asked for coffee, she removed all the cups and said use the paper cup we had. We asked for real eggs well cooked and received runny carton eggs and burnt potatoes. Waitress tried to have meal fixed but cook refused and 15 min later we were given back the same plates except now even colder. Cook did come out of the kitchen to glare at us while the bouncer kept asking for permission to engage. You would have thought we tried to argue or raise our voices or anything. We just kept telling the waitress we need to leave, just bring the check. We left without eating breakfast although that coffee, water and bullying did cost us $40. There was only one friendly front desk person, a woman working the evening shift on our second day. She actually said ' have a nice day' when we passed her. Everyone else behaved like prison guards and we were the serial killers asking for privileges. Horrible experience that I will never forget. The staff went out of their way to scream get out the whole time we were there. And I did complain to Hilton as they suggested below and they did nothing. Not even an apology. Their reply was they would talk to the staff and get back to me -LOL! Still waiting. Thanks for nothing but at least I know now you care even less...

The hotel itself is very nice, but If I could give ZERO stars for the management at this location, I would. In prep for an upcoming "stay to play" soccer tournament in the area, I made two different reservations at this hotel, one for a 2 night stay and one for a 1 night stay, as I wasn't sure I wanted to stay one night or two. A week prior to the reservation I decided to cancel the 2 night stay, which I attempted to do online but I'm not sure if it had gone through. Since I did not receive a cancellation confirmation I made a note to call the hotel directly a few days before. However, a hotel staff person called me a few days prior to the weekend to tell me they didn't have two queens available for my 1 night stay due to construction, and if I could take a king they would give me a discount. I said sure, no problem, and then I told her that I should only have one reservation for this weekend, not two as I originally had and to make sure the other was cancelled. The hotel staff person said she only saw one reservation for the weekend in my name. Then a few days later I checked my bank statement and there was an additional charge, which I found out was for the reservation that should have been cancelled. I called the hotel to explain what happened ... I was told multiple times that the manager would call me back. They never did, and never left a message. I had to call the hotel at least 4 times to try to speak with someone with authority. Finally a girl who claimed to be a manager, like a broken record, kept saying she did not have the authority to refund the charge despite the conversation I had with the other employee prior to the weekend. I asked to speak with her Supervisor and I am still waiting for a call. I filed a formal complaint with...

Horrible experience in this expensive and low quality hotel. Rooms are very small, hotel is old, rate is almost $400 and breakfast is not even included. The only good housekeeping lady is very kind. People in the front desk are mean and the less professional that I have seen in this chain. Me and my dogs usually stay in Hilton for their "pet friendly stay." This was not the case in this one at all. They advertise as pet friendly, but I came for work and in their policy they state the dog can't be unatended but they also don't allow pets in common areas. So if you travel by yourself you can't even have breakfast and leave your dog in the room. My pets are trained, and I was all day in and out checking that they were not barking, taking them for walks and checking everything was in order. I went out for dinner and when I came back they locked me out of the room, when I came to the front desk they lied that they were calling and emailed me all day because the pets were in the room and they were going to charge $325 ($250 damage + $75 other fee)!!! First I was in and out all day, second they never called , third, there was not damage! That not to mention how the front desk crew yelled at me to justify their mistake. Also they refused when I requested the pet policy that I signed, where my phone number was included and also denied their "calling records." Clearly, I never received an email from them. After that incident I had to leave and cancel a two weeks booking which caused a lot of stress, money and inconvenience to move all my stuff and find another place in a season town. I don't recommend this place for business travel with dogs. The weird thing, I have stayed in many other Hilton without any issues...