Hilton Garden Inn Pomona — Hotel in Pomona

Overall, the hotel itself was fine. No compliments or critiques to give either way, as I’m entirely distracted but my issue at hand. so, here goes nothing ||I made an 8hr drive down Friday night with my partner, immediately after finishing my 8hr shift. I got to the hotel roughly around 2am, where we then waited 30ish minutes for the front desk person to show up. Got checked in, get in the room, alls fine and well… for like 20 minutes. We get a knock at the door, front desk kid saying the smoke detectors going off. Standing in the doorway, I open it and show him nobody in here, of my girlfriend and I, is smoking. He says “oh ok” kinda lingers, and then leaves. Note, I have a 12” bong w/ cannabis in a small bong-bang on my shoulder checking in, am seen going in and out of the building to smoke in the car a couple times a day the two days we’re there. ||Fast forward to Saturday night, came back from a grad party at like 1am, got settled in and fell asleep soon after. At 5am, the day of the drive back home, we get another knock knock at the door. Front desk kid, again saying the smoke detectors going off. Now, I’m standing in the door in socks and boxers, highly irritated but calm in saying, again, nobody in here’s smoking, and even pointed out that neither time did the smoke detector make ANY noise on our end. He says “oh ok” again lingering until finally going away. Not being able to fall back asleep, I’m on my way to the car with my bong bag on my shoulder. Stopping by the front desk, I ask what the deal is. He shows me that, sure enough, the fire panel at the front desk shows my room, 225, was triggered at 4:30~ (would like to point out that he came up at 5:00, where is the front desk guy going for so long? why did it take him 30+ minutes to check on a smoke alarm trigger?) ||Fast forward to check-out, my girlfriend receives a text from her mom (paid for the room) saying she was charged $250 for us smoking in the room… I get in touch w the manager, and she says front desk boy said I had incense or a candle in there. They charged before they even got housekeeping in there. |So, on the phone w the manager, I mention the fact of the smoke detector not making any noise. She points out that they alert to smoke and heat, I said heat definitely wasn’t it and nobody was smoking, so what then? She said the fire panel said smoke was detected. So again I asked, if smoke was detected twice, why was there no alert in my room? And she immediately said “you know what, you’re not the diamond member allowed to handle this, so I won’t be taking this any further” which was the end of that. |I called later, and asked to be transferred to housekeeping, where I was hung up on without a word immediately after the answered. Called front desk back, left my number, have yet to hear back. ||This place is skeezy. GF’s parents are even saying the hotels staff is pulling any BS they can to basically force the charge. I know I’m some stranger on the internet, but I’m not unreasonable nor am I in the wrong. Not only were we falsely charged, they prevented us from getting decent sleep the night before a grueling drive. Overall, terrible experience and this will be...

We were desperate to find a hotel that accepted our two cats as we were escaping the fires in Los Angeles. When we found this hotel online, we had been turned away by two other hotels that were already full and didn't accept pets. We felt scared as it was midnight when we arrived, and we were one of about four people who were in the same situation and so grateful that they were open to pets and helped us get to our room and get the luggage cart. Only two people were working at the front, so they did a great job. After unloading our car and pets and getting it all up in the room, we fell into our beds, and by then, it was 2 am. We felt so blessed like we had crossed a desert and been found. We had to extend our stay each day for another day until the fires abated and electricity in our house was said to be restored. After three nights, we were so pleased when, after eating at a local fine restaurant, Brandi, the manager, asked us to come see the free items they had for people escaping the fires. We were so pleased with her kindness. She said he own relatives donated all the items we saw. Food, candy, paper, bathroom items of all kinds, clothes, pet food, games and other various snacks, diapers, bottles of water, and much more. We were overwhelmed with gratitude and took a few things we badly needed. Brandi is an A+ manager and so sweet and kind. I strongly recommend this hotel as all the workers were kind and helpful. Purr cats loved being here and felt safe. They had so many parking spots, and we felt blessed to find this hotel. Our room had coffee makers similar to a Kerig style and different choices of coffee and creamers. There was a microwave oven and cups. There was a refrigerator and an ice bucket. We would bring food from meals and be able to eat leftovers thanks to their little "kitchen." The bathroom was nice and had a tub/shower. Lots of plugs to put in our devices, and that was a huge plus. All worked. The windows didn't open, which was good as our cats could safely look out and see outside. We were on the top floor so had a good view (5th floor). We met many other happy guests escaping the fire with their pets. This place was a gem, a Godsend, when we were out in the dark with no place to go. Thank you to all the receptionists at the front desk who helped us and answered our calls promptly. It was a real pleasure stating here. Thank...

This Hilton Garden Inn was very disappointing compared to the many others I’ve stayed at. As a Diamond member, I expect a certain level of consistency, but this property fell short in nearly every category.

Check-in was unprofessional. There was no Diamond recognition, no bottled water, no upgrade, and no option offered between breakfast credit or points. Staff at the desk seemed uninterested and made no effort to provide a welcome.

Breakfast was especially poor. The dining area was not clean, with dirty tables at seating. Service was rude and dismissive — even a simple tea request was met with items being slammed down. Drinks were charged at six dollars each, but the menu only listed calories and not prices. The food itself was unorganized. The meal I ordered took nearly thirty minutes to arrive, and the other order from my group was also delayed. Ingredients were added that were never requested. Meanwhile, the atmosphere was chaotic, with shirtless children from a sports team allowed to wander the breakfast area without staff intervention.

The room had a few positives. The bed was comfortable, and the view of the San Gabriel Mountains was very nice. The television was large and offered DirecTV, which was convenient. Unfortunately, the overall condition was unacceptable. There were stains on the bed frame, stains on the carpet that looked like mold, and even the lamp base was dirty. The Wi-Fi was completely down during the entire stay, making it unusable. The coffee maker and microwave were very low-quality generics, not the usual Hilton Garden Inn standard.

The pool appeared nice but was unusable because it was overcrowded with children eating and drinking in the water. Parking was another issue. There are only four Diamond spaces, and they were already full, with non-Diamond guests using them freely.

In the end, the only positives were the bed and the mountain view. Everything else — from check-in to breakfast to room condition and amenities — fell well below Hilton’s brand standards. For the price charged and the Hilton name, this was one of the most disappointing Garden Inn stays I’ve...