Hilton Garden Inn Roseville — Hotel in Roseville

UNSAFE!!! My recent stay from June 25th to June 26th turned out to be a traumatizing event. What was meant to be a relaxing trip with my 11-year-old son turned into a series of unsettling events that raised concerns about safety and the hotel's crisis management.

Upon arrival, we completed online check-in and accessed our room with a digital key. However, our sense of security was shattered upon finding an unfamiliar backpack. I promptly reported this to the receptionist, who appeared puzzled and offered an apology. Despite his assurance that I was the only occupant, the breach left me uneasy.

The staff kindly offered us complimentary breakfast and snacks and reiterated that no one else was booked in the same room.

The peak of our ordeal occurred at 4:34 AM when our room door opened, hitting the security door stopper I had put into place. I remained still, avoiding disturbance to my sleeping son. Assuming the person would contact the front desk, I stayed passive. About 15 minutes later, the individual tried to enter again. This time, I engaged in conversation. He explained he was also assigned the room and that no staff were available downstairs. I agreed to accompany him to the front desk for a resolution.

Upon reaching the front desk together, no staff were present. Our calls for help went unanswered, leading me to knock on a door behind the counter. Eventually, a staff member emerged, apologizing for the delay. The realization that keys had been issued to two parties for the same room was deeply unsettling. The lack of immediate response and staff during crucial moments intensified the distress.

Engaging with Ashley, the Sales manager, resulted in apologies, a refund of room points, and additional points for another night. While appreciated, these actions failed to address the seriousness of the security breach. Her offer of extra points seemed inadequate given the potential danger. Attempts to escalate the matter to higher management yielded limited progress, with my concerns brushed aside by the response team.

The staff's lack of urgency and genuine concern regarding this alarming situation is profoundly disappointing. Guest safety should be paramount, and the hotel's failure to address this issue underscores a concerning lack of accountability. The incident has left me undervalued as a customer and questioning the hotel's commitment to guest safety.

I urge Hilton to take immediate and comprehensive action, including reevaluating security protocols and enhancing staff training for emergencies. Guests should never endure such distressing experiences while choosing a reputable establishment. My concerns remain unaddressed by upper management, and I will not return. I'm deeply disappointed with Hilton as a whole. There is evidently a security flaw that remains unaddressed, and I encourage everyone to use security door stoppers at all times for...

[Disappointing Guest Service Experience at Hilton Garden Inn Roseville]

I’m genuinely disappointed by the lack of guest services at this Hilton location. My experience fell well below the standards I’ve come to expect from Hilton, and I feel compelled to share some specific issues that need to be addressed.

First and foremost, the service from Tess, who works with food services and tends bar, was incredibly rude and unprofessional. When I politely asked for silverware while seated at the bar, she wordlessly waved her hand toward a location where plastic spoons are stored during breakfast and looked away. She made no effort to speak or explain, which left me feeling dismissed and unwelcome.

Here are several additional examples that contributed to a frustrating stay:

Poor Food Service and Misleading “Room Service”: The hotel restaurant opens at 5:00 PM, but the food quality is far below what’s expected from a Hilton property. Moreover, guests are required to place their order and walk down to pick it up themselves—this is not room service by any definition. The lack of in-room food delivery is a major inconvenience.

Inefficient Mini-Mart Experience: The absence of a self-checkout kiosk in the mini-mart is a serious oversight. Guests must wait in line behind those checking in at the front desk, which can take 15–20 minutes just to purchase a drink or a snack. This is inefficient and easily avoidable with a self-checkout option.

Limited and Overpriced Snack Options: The mini store offers a very limited selection of snacks and drinks, and the prices are excessive—$8 for a 12 oz drink and $6–$8 for a small bag of peanuts. I strongly recommend guests shop elsewhere or use food delivery services like UberEats.

Outdated and Broken Room Amenities: The in-room phone charger was broken and outdated. This kind of neglect speaks to a lack of maintenance and attention to guest needs.

Overall, this was the most disappointing experience I’ve had at a Hilton hotel. I hope management takes this feedback seriously and makes the necessary improvements for...

Diamond Member. Only conclusion from all of the following is terrible management. This is apathy at its pinnacle. Won't be returning.

Good: +Nice staff for the most part

Bad: -No Water Bottles in the entire hotel, apparently happens all the time here. Doesn't happen at any other Hilton I've stayed at in the US or abroad. -Room was a sauna 86 degrees upon arrival, A/C was off. Had the leave the room for open for an hour to let it cool (pictures). -Room furniture held together by MASKING TAPE -Lamps falling apart, shade shredded (pictures). -Smallest TV I've seen at any Hilton. So small it was humorous (pictures). -No laundry bag. Dirty clothes and back in with clean clothes when repacking for the rest of my trip.

Details : When I arrived, there was no water anywhere in the hotel. Not the worst, but I had just stopped at the gas station on the drive from the airport, had I known I would have bought water. I've never seen A Hilton family hotel in this country or another out of water. I stay around 100-120 nights per year in Hiltons. If it is happening "all the time" as I was told, it is probably a management inventory ordering issue.

The room and it was 86 degrees upon arrival, felt like a sauna. The A/C was off all day apparently. It was 100 degrees outside that day. Not easy to go to sleep in. Had to hold the door open to my room with my suitcase for an hour to let it cool down. I have never seen this before.

The stand housing the fridge was being held together with MASKING TAPE.

One of the nightstand lamps in the room was falling apart.

There was no laundry bag in room. Never have seen this before at any Hilton.

At breakfast a piece of bacon was dropped on the counter by the chef, and then the chef picked it up off of the counter and put it back in the bacon bin. Not the best sanitary protocol. The scrambled eggs looked plastic. Maybe just a bad batch. But... Why wasn't it thrown away and replaced?

Would not...