Hilton Garden Inn St. George — Hotel in Saint George

This was by far the worst hotel stay our family has ever had. We would like a representative from Hilton contact us by phone ASAP.

Firstly, both our room key cards and the door access phone app failed several times each day, locking us out of our room, the pool, and even the hotel building. This occurred daytime, nighttime, forcing us to walk from the rear parking lot all the way around to the main entrance just to get to our room which was at the back of the hotel. The front desk clerk kept giving us new cards, which would work a couple times then fail indefinitely. We went through this waste of our time at the front desk over a dozen times in three days.

Secondly, the assistant manager(heavy set with a beard possibly) was of absolutely no help with any of our problems. In addition to the key issue, our daughter's softball organization booked the rooms with free breakfast included. When we asked this manager about our free breakfasts he told us there was no free breakfast. So, we paid for the breakfasts that our league had already paid for. On top of that, the chef wss a very rude, impatient person. He barked at another guest to speak up when she did not know how to order or what to do with her ticket.

Thirdly, we wanted to take our daughters to the pool that Sunday after a long weekend of softball. Someone had broken beer bottles in the pool so it was closed. That's not the bad part however. When asking the assistant manager about when the pool would reopen, he was very rude, was avasive about us being able to speak to his general manager, how the GM "would be in plain clothes and would not be bothered". Then, a nice, young maintenance guy overheard and suggested to the assistant manager that we could go swim at a pool at one of the other three Hilton properties in St. George. The assistant manager seemed put off by this suggestion, then LIED to us and said he "had already contacted the other hotels and could not get through". We drove to the nearest Hilton one line away and not only dud they let our family swim but when we asked them if they had been busy, had busy phones, or had heard from the assistant manager from our hotel, they said no...

We come to ST George frequently and this is our first time staying at this Hilton. We are status members with Hilton so it was a no brainer to stay here. The hotel is right off the HWY at the beginning of town and really convenient to the convention center. There is ample parking for your vehicle so not to worry. We were able to check in on our phone and avoid the front desk. They have digital keys which made that all possible but they sometimes don't work and you end up having to get key cards anyway. Overall the property is in good shape, some of the carpets could use a good cleaning or replacement and the floors in the elevator were pretty dirty. The room was clean , but unfortunately it was super hot. The AC wasn't working but they sent someone up immediately and he got it going pretty quick. It did take a while to get the temp down from the 90 it was. The bathroom was clean, no mold in the grout and everything was in good shape. The rest of the room was clean as well, the furniture is in pretty good shape and the bed was comfortable. Now here's the reason they got a 3 star review, we went down for what we thought was free breakfast. The only sign we saw was seat yourself, no menus on the tables no silverware laid out, nothing that said oh BTW there's a waitress and we charge for breakfast. It wasn't until we made a plate from the buffet that one of the staff finally came over and gave us a menu and said it's a restaurant and let us know how much it would be. That's pretty annoying to have wait staff watch you come over to the buffet look around and wait for you to fill up your plate and sit down until they finally welcome you and spring the price fix on you. Several employees saw me looking around for stuff including a waffle maker and no one said a word. This was definitely the biggest disappointment of the stay. I'm sure it's partly my fault for assuming it's free but it used to be. Overall we will stay here again but we won't...

Unfortunately, we were very displeased with this hotel. Online, everything seemed great and we were eager to arrive to our room Friday night 3/15. When we got to our room, there was a horrible stench that instantly caused me to have a migraine and become nauseous. It smelled like the room had flooded a year ago and there was mold growing somewhere. There were also numerous stains on multiple pieces of furniture, which made it feel even more uncomfortable. I called the front desk to ask if we could change rooms, but the receptionist explained they were completely booked (understandable, it was a Friday night). She offered for maintenance to bring Febreeze and an ozone machine. We have used ozone machines to remove tobacco smoke smell out of houses we've renovated and know that it is not safe to occupy a room that is being treated with ozone. Education for the staff about these machines would be very helpful. We ended up taking our kids to the car and my husband went back to the desk to see if he could get a refund for at least one of the two nights. The receptionist was very rude and explained that they would not be able to book the room with that little notice (but I don't see how they would have been able to book the room in the state and condition it was in regardless). The staff didn't seem concerned about the wellbeing of the guests whatsoever. We ended up staying at another hotel in town and hoping that we might be able to get at least one night refunded. After making multiple phone call attempts and sending an email to the manager to no avail, I have arrived at leaving this review. Do not stay here if you care about your family and their health. The hotel staff and management places very little importance on the health and wellbeing of their guests. They are not on your side and our situation is...