Hilton Garden Inn Philadelphia Center City — Hotel in Philadelphia

I wanted to share some feedback with you about my recent experience staying at the Hilton Garden Inn Philadelphia Center City; particularly a negative experience with a night time front desk staff member who was quite rude and did not offer the friendly, hospitable service one expects at a Hilton property.

While most of the service I experienced while at The Hilton Garden Inn ranged from decent to good, my experience with one of the front desk staff was problematic. I had come all the way downstairs to ask to things like shampoo and conditioner and tea, in order to avoid having the staff clean my whole room. Though I would’ve preferred having a freshly cleaned room every other day, I figured I would just ask for a towel or small items I needed to refill my stash. I also could’ve ordered the items to be brought to my room, but instead came out of my cozy room in order to be extra considerate to the staff. To my surprise, the guy at the front desk gave me a hard time for asking for a shampoo and conditioner. He dramatically gave me four of each and then whined sarcastically, “Is there anything else you want? Toothpaste? Soap?” I had come down for a packet of tea earlier and he keeps trying to make me feel bad about him doing his job—which is to be of service to guests and to care for the needs of Hilton guests. He seemed inconvenienced by the act of doing the job he was hired for. I needed a couple of water bottles, and he picked up the phone right as I approached the desk. He didn’t say anything to the person on the other line, and he just held the phone to his ear for a long while. He didn’t acknowledge that I was waiting with eye contact or trying to quickly address my simple need. I’m not even sure if there was someone on the other end of the line. After he mumbled something to the phone and hung up, “My gosh, lady. You’re down here every two seconds. I’m busy. I have calls coming in. I’m going to get out of work on time tonight. That’s for sure.” I’m staying at this hotel for 5 days and I’m going to need to replace things in my room as time goes on, especially with limiting my room service. I should be treated with respect and friendliness. He was not friendly. Once he completed ignored me and didn’t talk or respond. Once he didn’t look up and just asked for my room number. I didn’t know why he was asking. He didn’t provide communication about whether I should wait there or go back to my room. Another staff member went to go somewhere to get more tea and I didn’t know how long that would take, so I told him I’ll pick up tea there tomorrow since they’ll be restocked and he replied, “Oh, I don’t know what we’ll have tomorrow. I’m trying to get you your tea tonight.” An hour later I heard a knock at the door. He sent someone up, randomly and without communication, to disturb my evening without communicating that there would be a delivery.

Guests shouldn’t be made to feel like a bother. Guests shouldn’t be given a hard time for trying to get their needs addressed. This makes folks feel unwelcomed and being cared for properly is part of the experience one expects at a Hilton property. I paid good money for my room—about $1,500. I don’t need a bad attitude to gaslight me during my stay. I’m here for a conference and have stressful days. I don’t need to come home to this, a space that is meant to be a home away from home, a retreat.

The breakfast was nice. The chef was great. He went above and beyond to accommodate my vegan diet. William was a great, and attentive server. Friday morning, maybe they were understaffed, but it took forever to get a water. I burnt my tongue on my breakfast and still had no ice water even though I mentioned it to multiple staff members. I would mention I needed orange juice and ketchup for instance, and I would only get one of them. All and all though, the breakfast service team was friendly and were at least cordial...

As a regular Hilton guest and a parent traveling with children, I expected a standard of service and cleanliness that aligns with Hilton’s reputation. Unfortunately, this property fell drastically short in nearly every category. What follows is a comprehensive account of our experience, which I hope prompts immediate attention and corrective action.

Room Readiness - Despite booking for a family of five, our room was not adequately prepared. We had to request bedding for the pullout sofa and additional towels, which took hours and multiple calls to receive. No extra pillows were available, and the lack of responsiveness was unacceptable.

Housekeeping - Daily room cleaning was nonexistent. Even after repeated requests, service was delayed until late evening (5–6 PM), if provided at all. This is not only inconvenient but unhygienic.

Staff Conduct - From the front desk to the restaurant and housekeeping, staff interactions were consistently passive-aggressive and rude. Questions were met with sighs, and requests with eye rolls. This pervasive attitude made an already unpleasant stay even worse.

Bed Bugs - This is the most alarming issue. By the second day, both my daughter and I developed red welts consistent with bed bug bites. We stayed on the 8th floor. This is a serious health and safety concern that demands immediate pest control intervention.

Cleanliness - I discovered a used eye mask in my bed sheets after the first night—an absolutely appalling oversight. The other bed had sheets marked with pen ink. These are clear signs of inadequate cleaning protocols.

Location - The hotel entrance opens into a dimly lit tunnel. While there is some security presence, guests must walk through unsanitary conditions and a visible homeless population to reach safer, more desirable parts of the city. This is not the welcoming environment Hilton should be offering.

Breakfast Experience - We were initially denied access to the breakfast menu due to a supposed front desk error. After contesting this, we were allowed to order off the menu in lieu of the buffet—which we found to be riddled with inedible options. The buffet consisted of hard, dry Jimmy Dean sandwiches, overcooked eggs and bacon, stale pastries, and limited cereal. This is not acceptable for a hotel of any caliber.

Final Rating: 2/10

Hilton should be deeply embarrassed by the condition and management of this property. It was, without question, one of the worst hotel experiences I’ve ever had. I am now reconsidering future stays with Hilton altogether.

This location requires urgent intervention, including a full review of staff training, housekeeping protocols, and pest control measures. I hope this feedback is taken seriously and leads to meaningful...

Receptionist( Jennifer and her partner (lady)at lobby so rude to customers. I stayed for 3 days 2 night but the first day I cannot make it to stay overnight but my sister from NY stay over night and the second day I'm there and the card key cannot used it for the elevator and I must back to.the lobby to activate and when they ask about ID .. and said I don't bring it because I left in the car with another back pack but I have proof Photo ID( from my phone) and I have credit card and I have an old ID . They can ask me anything my name ..address..credit card number and CVW OR CONFIRMATION HOTEL NUMBER instead SO RUDE AND SO MEAN said need real ID So disrespectful..

Even talking to other next customers about my situation . I know for security but they must RESPECT to customers and TALK NICE . not my fault if the card not working that YOUR ISSUE. And I already check in for yesterday.

And the past I stayed there when I asked about drink bottle water ( from outside hotel) because nothing in the room and they just said $ 2 not even ask what room number..? So rude ..and after I showed my key card they still not give to me the bottle water ..they just said check in your room ..or some one will send to the room .

And when we was in the room ..we check ..still no bottle water and with another hour no body bring the bottle water.. and I went back again to the lobby and she just give it to me..with RUDE attitude.

They both so rude, mean and disrespectful to customers.. I stayed there maybe 5-6 × everytime my sister visit me.

With Andre and Jasmine I don't have a problem but with both of them (Jennifer and partner) always have a problem .

SO RUDE AND SO MEAN BOTH OF THEM ( RECEPTION AT THE LOBBY)AND SO DISRESPECTFUL TO THE CUSTOMERS. I GIVE 0 ( ZERO)TO THE SERVICE nor even 1

I did showed to Andree ( nice receptionist ) my Valid ID and credit card when the first day I check in and the second day card key wasn't working..and that is YOUR ISSUE not mine ..because I left my ID in the car ... so I must go back to the parking garage and back again to the lobby? It is ridiculous.... Is your Issue with the card not mine is should receptionist ( Jennifer and her partner) apologize because the card wasn't working ( YOUR ISSUE ) .not disrespectful to customer. You can ask with kindly with anthings else etc ..the credit card number.. address..zip code..confirmation number which one the customer can answer all.. Don't humiliated me to other customers.

Why you make rude attitude to the customer???????????? Shame of you!!!!!

NO MORE STAY AT HILTON INN...