Hilton Garden Inn Las Vegas City Center — Hotel in Paradise

WILL NEVER BOOK HERE AGAIN

Worst customer service I have ever experienced and when asking to speak with a supervisor who could help me I was told there was no one available 😂

I booked online multiple rooms for my employees coming into town for work. Total was about 6,000. I called the hotel to inform them that the credit card on file was mine and I was booking the rooms for other people who will be staying there. She proceeded to tell me she would need to charge me extra for 2 adults per room since my name was on the credit card and I wouldn’t be the one checking in. Even though I would not even be setting foot in the hotel. BUT Okay WHATEVER it was a few extra dollars.

Anyway she told me in order for them to check in by themselves without me there I would need to fill out a credit app that would be emailed to me in 10-15 minutes. I said perfect! Waited about 40 minutes and no email came. I then called back and spoke with another lady who said the front desk said I should get that credit app email in 2-4 hours. Okay….. 5 hours later still no email….

I call AGAIN and was told that since I booked the rooms on Friday and the check in dates were that coming Sunday and Monday that it would be too late to process a credit app and I can no longer do that. I explained how I am purchasing hotel rooms for my employees coming out of town and I would not be the one staying in the rooms. All she said was “sorry for the misinformation”.

I then asked if I could just cancel the rooms so I can book somewhere else. She told me there would be a cancelation fee. GREAT. I said so you guys had me wait for HOURS with misinformation and then when you tell me this you’re still going to charge me a cancellation fee. I asked to speak with the supervisor she said no one was available. COOL! So now when my employees come into town I have to drive across town to meet them to be there to check them in. This is ridiculous!!!! I have never had this issue booking a hotel room anywhere else. Completely...

I have never had such a terrible check in experience. Myself and my husband are both Hilton Diamond members for years. We travel regularly and stay exclusively at Hilton brand hotels. My husband and I were traveling separately. His flight was delayed so I came first to check in and was met immediately with attitude and disrespect from Luz at the front desk. Her condescending demeanor was not welcoming at all. For some reason, my name had not made it onto the reservation and I didn’t have the physical card for incidentals. When my husband tried to call and let her know that my name was originally on there and somehow it got removed and to see if they could get it fixed she started making snarky looks at her coworker while on the phone with him.

I stepped aside while my husband attempted to just check in from the app as we normally do .. that attempt didn’t work and seemed to have been blocked by Luz. So I asked “Sunny” the other man at the desk if he could cancel the reservation so we could book a new hotel with my name on the reservation since both Luz and Sunny had both made me extremely uncomfortable. Corporate customer support called Luz to ask her to cancel the reservation without penalty and she refused despite the need for rooms for another party that wanted a room at the hotel. Eventually my name was added and I received keys. As I was walking away and on the phone, Sunny shouted into my ear “have a good night!” and not in a kind way. I can’t imagine how these two have jobs at the front desk and I also watched their interactions with multiple parties around me as I waited. The other parties making similar commentary on how unprofessional they both were.

They made me so uncomfortable I felt I couldn’t leave my hotel room until my husband arrived. Not a good feeling at all.

Honestly very shocked with this experience especially with how often we stay at this brand of hotel. Definitely go stay at Resorts World instead and...

Very disappointed. Awesome house keepers and maintenance staff. They were very professional and helpful. Reservation, charges, room rates, and room preferences were messed up 4 times total from the time of booking until the time we were home and saw extra room charges that had to be reimbursed on our final bill for 4 rooms averaging 4 nights total. Pool could have been nice, but the first day I was there umbrella blew up and over a 6 foot wall and was never replaced. Only two umbrellas for shading pool area and by second day that also was not in use. It was windy but over 100 degrees, and no other tree shading or coverage to get out of the full sun rays. Shuttle was broken, so the free shuttle service was voided to airport, which cost us $30+ dollars for Uber without compensation. They do have a free shuttle for getting you to and from strip, which is great because you can't walk to it from hotel safely. But told first day there was no shuttle service from strip, only to take Uber back to hotel and the next day a different person said they do provide shuttle back. One day shuttle was out of commission for other use and had to take ubers that day, costing us more money out of pocket. Shuttle drivers were great though. Very friendly and professional. The hotel, being fairly new is clean and comfortable for business travelers. Wouldn't recommend for families or Vegas strip party goers. My husband travels regularly for business and I came along for pleasure and it was one of my least favorite hotels. Good gym and laundry amenities. I won't go back. I wish we stayed at the Hilton Resort down from strip, like the last time I was there. Bar tenders good and professional, but not extremely friendly. Bar opens late afternoon/nights only. Restaurant dinner was horrible and we got reimbursed after not able to eat it. But breakfast buffet was very good with lots of choices and what you would expect...