Hilton Garden Inn Preston Casino Area — Hotel in Preston

I recently stayed at this Hilton property and, unfortunately, my experience fell short of expectations. While there were some positive aspects, several issues overshadowed the positives, leaving me with a less than satisfactory impression.

Room Quality: The rooms are clean and spacious, which is a definite plus. But the lack of decor made them feel echoey and uninviting. The bed was comfortable, but it didn’t quite fit the bed frame, which was a bit off-putting. The television was older and surprisingly small for such a large room, and the limited TV channel options didn't help. The remote was dirty and appears to not be cleaned that often. I liked the usb plug in by the bed, but the radio was a bit much.

Temperature Control: Upon entering the room, we were greeted by an icy chill. We had to manually turn on the heat, which was inconvenient and uncomfortable at first. Being the middle of winter it was extremely odd to have to wait 30 minutes to take our jackets off in the room.

Amenities: I appreciated the bottled water in the room, but charging $3.50 per bottle felt excessive. The blackout curtains were fantastic and really helped me get a restful sleep, but the overall experience was marred by other issues.

Pool and Hot Tub: The pool area was nice, but the outdoor hot tub was disappointing. It was filled with leaves and overly foamy, which made me hesitant to use it, as it indicated a lack of cleanliness. After a while, the pool became overrun with kids, likely due to a basketball convention at Mohegan Sun. Unfortunately, the hotel staff didn’t seem to manage the situation, allowing the noise to spill into the hallways and elevators. The promise of enforced quiet hours was not upheld, and it felt chaotic.

Staff Interaction: While the daytime check-in staff were knowledgeable and friendly, the overnight team was less helpful. I reached out for extra pillows, as the ones provided were paper-thin, but my request went unanswered. I really liked that the hotel sent a text to check on my stay but learned it was essentially useless as they didn’t respond to my inquiries, which felt frustrating and unprofessional.

Privacy Concerns: One of the most troubling aspects was the vent between the bathrooms in guest rooms, which literally opened into the next room. This lack of privacy was alarming, especially after I had showered. When I raised this issue, I was told it was just how the hotel was designed, showing a distinct lack of empathy from the staff. You can literally hold your phone up to the vent and see into the other guests bathroom!

Overall Impression: While the hotel has a great location near the casinos, the myriad of issues I encountered, from the noisy environment to the questionable cleanliness and lack of attention to guest comfort, left much to be desired. The owners seem to prioritize cutting costs over providing a quality experience for guests. The bizarre furniture choices in the entrance area make it clear that more thought went into aesthetics than guest satisfaction.

As a frequent Hilton guest, I was surprised and disappointed by this experience. I would rank this stay as one of the lowest among Hilton hotels I've visited. I hope the management takes these concerns seriously, as there is significant potential for...

my husband and I stayed here with another couple on saturday May 2nd. - my husband and another friend played golf at lake of isles that day and then we were all goign to foxwoods that evening for my birthday. when we checked in, we were told at the front desk that without the credit card we booked with, we could not check in. so we had to drive to the golf course and get the credit card from our husbands. drove back..got back up to the front desk. the girl told us that we had a king bed and we questioned that it was supposed to be 2 queen beds. she told us it was reserved for a king and that there were NO queens available. 5 minutes later, the girl next to her offered a gentleman who didnt have reservations a 2 queen room... (1st irritating thing that happened) our girl gives us the room keys and tells us which room we were staying in (room 322 on the 3rd floor) - we went to the car grabbed all our stuff and went up to our room --- opened the door with the keys we had... and there were other people already in the room -- akward (2nd irritating thing that happened) we apologized and walked out.. i called the front desk from the 3rd floor and told her what had happened and told her i was starting to get a little upset with everything. she gave me a bit of an attitude and told me that someone would be up with new keys and a new room for us we waiting in the hallway for about 8 minutes -- girl came up and told us our new room was room 458 on the 4th floor. we grabbed all our stuff and went up to 4th floor and opened the door and to our suprise... 2 queen beds... you know the ones that weren't available 20 minutes ago. they also gave us 2 free drinks in the bar for the mixup.

so overall we ended up with 2 queen beds, like we had reserved. however we had to go through all that to get them? and to be quite honest- the mixup of the rooms was more than a mistake.. what if those people were not in there, and we were the type of people that steal things. we could have ransacked that room because we had a key. -- All night i was worried that they would do the same with our room. and someone would steal our things.

the rooms were great, the locations was great, the free shuttle to and from the casino was great. the bartender was very friendly, even the cleaning staff in the morning was smiles and friendly... but the service at the front desk was awful. and the mixup made me question our belongings all night.

if we had paid $100 for the night, i might expect things like this to happen. but when you are staying at a HILTON hotel, and you are paying as much as we did to stay for one night on a weekend. i expect more.

i probably wouldnt stay here again.. there is a hyatt not to far away, that for the same pice and the same ammenities i will get better service.

very...

Stayed here one night with my husband and son. Was close to foxwoods so it was convenient and a last minute thing. It was good until it was time to go to bed I found a orange syringe needle on the bed my son was sleeping in. I went straight downstairs to show them but no manager was on duty I was told I had to wait until morning to speak with a manager. The lady there never offered me a new room or new sheets. The next morning still didn't hear from anyone so when it was time to check out that's when I spoke with the manager on duty Jeremy he kept asking me where I found it which I found weird and he said it was just a syringe someone must of used for diabetes or something that it wasn't used for drugs. Weird again because people do used those for drugs. He informed me he couldn't refund me because I bought my stay on hotels.com and told me he was going to inform someone higher about getting in touch with me. A week later still didn't hear from anyone I called again to see why hadn't anyone called me yet. I had to wait again for someone to call me. Then I got a call from a man named Patrick he also informed me I couldn't get a refund and only offered me a night again to come stay at 20% off which I found ridiculous because I found a syringe in the bed my son was laying in. He told me that the staff said they offered me a new room but I refused because it was late which was a complete lie. Then after talking a bit because I couldn't get neither a free night or my money back he offered me 2 rooms for 1 night for me and my family to come back at 50% off. I said ok since I couldn't get a refund at all or a free night after finding such a horrible thing on the bed my son was sleeping in. Again a week later still got no email to confirm to use my discount contacted Patrick again and said he would email me again and let a staff know to contact me and still nothing. Called today and the lady informed me they ain't received no email stating about my discounted rooms that I need a email from Patrick stating that and still as of today no response. Customer service in my opinion is HORRIBLE especially for finding such a horrible dirty needle in the bed MY SON WAS LAYING IN. HE COULD OF GOT POKED WITH IT AND EVEN WORSE COULD OF CAUGHT SOMETHING HORRIBLE. WILL NOT BE STAYING HERE AGAIN SAD TO SAY BECAUSE THE LACK OF CUSTOMER SERVICE. JUST AINT RIGHT.

UPDATE: Patrick did call and offered me a room tonight with a Lil upgrade but my husband denies the offer because why should we have to pay for a room to stay at their hotel again after finding a dirty needle next to my son. He thinks we should be refunded or offered a free night not have to pay again to stay with them....