Hilton Garden Inn Sacramento Airport Natomas — Hotel in Sacramento

This was by far the least enjoyable hotel stay my family and I have ever experienced. We ended our stay early and moved to a nearby Airbnb- which turned out to be a great decision!

The hotel is moderately expensive, the customer service is subpar at best, and friendliness is not their strong suit. Apart from one woman, who helped to check us in, the shuttle driver, and the cleaning women, the staff is inattentive and was not polite at any time. When exiting or entering the building the staff at the front desk barely glance up from their cell phones to greet you and if and when they do it's rarely with a smile. We greeted the staff first each time we left or arrived back in. They make you feel as if they're doing you a favor by simply being there.

They offered us three different room views to choose from. We chose the pool view and were initially placed in a room that had a privacy film over the window (had no view out what so ever) and when we opened the window we could see only the large generators on the roof. We asked to be switched elsewhere and were placed in a different room (also pool view) that primarily overlooked a different part of the roof. We could see the pool if we looked out the far corner of the window and to the left, hard enough.

Breakfast is continental, but NOT complimentary. The staff doesn't make you aware that breakfast is not included in your stay, either. The bill came out to $20 per adult after tax. You're better off walking over to the IHOP up the street for a similar quality meal with more options. The wait staff was also rude and does not greet you at any time. You can hear their conversations with one another though regarding their personal lives. When we were almost finished eating a young woman walked over, placed the final bill down, and walked away without saying a word... The second morning myself and another guest were looking to make tea and there was no hot water available in the pot that was set out for guests. After the woman approached the front desk attendant (blonde haired woman) who was the only other person around, she told the other guest to "go to the kitchen" to seek someone out as that was "not her job." No additional help or hot water was provided.

The room was comfortable and clean upon arrival. There's a sticker in several locations stating that "for guests convenience" the room is only cleaned and toiletries are restocked every OTHER day. When you enter the room you have to insert your room key into a wall mount in order for your electricity to work. If you have several people in your party it's easy to forget- and if both keys are taken out of the room, good luck getting ready in the dark. The hotel provides two bottles of water in the room. There are signs on them stating they cost $3 each, once opened, unless you're a Diamond, Gold, or Silver member. Our TV didn't work the second evening and upon calling the front desk the guy that answered told us to try and troubleshoot it ourselves by unplugging the cable box on the back and reseting it. There was also food smeared on the floor of the elevator for two days without clean up.

The hotel is close to the airport, there are plenty of restaurants and even a grocery store within walking distance- which we enjoyed. If you're looking for a place to stay during your travels that's moderately expensive, up-charges for basics, cleans every other day, is not courteous to guests, and hires staff to do the bare minimum, then this is the place for you. Would not recommend...

I rarely write a bad review, but this experience needs to be addressed. I have been exclusively staying at the Hilton Garden Inn Natomas since they opened (2019?), whenever I travel through Sacramento. I have only had stellar experiences with the staff, and have given them glowing reviews. Great customer service-which has in turn made me recommended the hotel to others. Unfortunately, there must be a staffing shortage, because today I was met with the most stunningly awful customer service I have experienced in a very long time. It began at check-in.My husband and I combined our Hilton Honors accounts (at the suggestion of a person in Hilton Honors department) a couple of years ago. We decided to use his name on our account, since he travels more. He was not able to join us on this trip. I gave my information to Debbie when I arrived after driving for 7 hours, and she curtly said that if he was not with me, I could not check in to the same room I had booked. I suggested I could call him, and she abruptly said that I was not at the “Diamond Level” so that would not be an option. Huh? I let her know that he has not been with me when we have traveled here most times using our shared account, and nobody ever said it was an issue. She coldly said, “I see you used points and so they will be refunded if you book a new room.” I was still confused. She was so unsympathetic, and seemed to enjoy the “power trip” she was on. Again, I pleaded my case to her as she dug her heels into the “new policy,” while being an example to the young woman she was training (sheesh - why would you put this woman in a role to train terrible customer service?). She (indifferent) said I could book a different room at a HIGHER RATE, if I wanted. Yep. Are you kidding? Her incredible lack of empathy and overreach of power made me think I was at a different hotel. I asked if she was the manager and she said “no.” I asked if he or she was available and she said they would be back on Monday. To recap: My room went from $80+ (after using my points), to $225+, and the more I pleaded, the more she truly enjoyed my distress. Bizarre, to say the least. I don’t remember, in recent memory, such a bad customer service interaction.Here is how I would have handled things: I would have warmly welcomed the person, and after learning the person whose name was listed on the booking was not present, would have explained the new policy. Then I would have kindly said that because the person was a long-standing Hilton Honors member and FREQUENT guest, we will make an exception and call the person to verify the booking. I am pretty certain ANYONE would do that in the same situation. Hilton management, are you going to let your stellar reputation slip because of poor customer service like this? It’s a shame, because everyone here has always been wonderful, especially Housekeeping, as the rooms are kept very clean, and I appreciated the familiarity of the...

When we arrived the staff wasn't exactly friendly or inviting. They did get us what we needed and explained what we needed to do to make things work as well. After checking in we went up to our room which was quite splendid. The bed was nice and the pillows soft, the room was tidy, and quite spacious. It had a small work area with a chair, black out curtains, and a closet with plenty of dressers for clothes and it even had a full length mirror. However, we were supposed to get a special package of snacks and drinks with the room, which they did not prepare ahead of time for us. When we called down to the staff, we were accused of lying without them even looking at the reservation. Then they asked us if we went through groupon, etc. (Which we did not. We payed in full ourselves.) I was quite flustered at them for accusing us instead of being understanding or looking at the reservation itself. After a while, we went down stairs to get some food nearby. Before we left we asked them about the package because they never got back to us about it after telling us they'd talk to a manager. The man at the counter informed us he was about to grab the package we ordered and went ahead and told us to wait by the desk. (The snacks are right by the front desk.) He grabbed a brown bag, put all the snacks and drinks inside it and gave it too is to bring back to our room. The only thing I'd really say was truly a down fall of the room itself was the shower. It worked just fine, but we asked for a bath tub when booking. (We didn't make a fuss about it.) But when using the shower, the door did not keep any water in and it leaked profusely onto the floor of the bathroom. Which was quite annoying because we had too clean it up and furthermore kept dry towels around shower door area for future showers later on. There was quite a large counter space with the sink and even a couple shelves with a huge mirror and plenty of proper lighting On our last day, the staff was much, much nicer. There was a gentleman at the breakfast who was very kind and informative. He made us feel very welcomed and even asked us about our stay. 10/10 for him. There was also a very nice woman at the front desk who had a bright smile that helped us with our check out. The women who cleaned our floor (which was the 4th) were also very pleasing to converse with and told us if we needed anything to let them know. So not all the staff was unsatisfactory. Over all, the stay was...