Hilton Garden Inn Savannah Midtown — Hotel in Savannah

Ooof. This place is something. We arrived late the night of our reservation after a long day of travel, only to be told they didn't have the double room we reserved because they were over booked. The front desk person went to physically check several rooms for us and said they had some of our room type empty, but it the cleaning people hadn'tcleaned them that day.  All they could offer was a room with a king bed .... For 4 of us?! Keep in mind, we made our reservation 2 months prior, so it wasn't a surprise we were coming. Not feeling like we had much of a choice at that point, we took what we could get. They said they would credit us at the end of stay and to come back first thing in the morning so they could get us our real room cleaned first and get us moved before we left for the day. After horrible uncomfortable and sleepless night, I showed up bright and early to be sure they were getting our room cleaned. On my way down, I found out a family that came in after we did was able to get the same room type we booked. They had gotten the same story we did, but I guess they were more persuasive because they eventually found a room for them. That did not sit well after no sleep, but I swallowed that frustration and politely explained to the new front desk lady what the night person the night before told me to tell her. Her response? She said she doesn't control the cleaning people and it probably wouldn't be ready until much later that day. I told her I knew there were rooms available because the lady the night before said so, they just needed to be cleaned. Her response was "yeah, that lady doesn't know what she's talking about." I couldn't understand why she wouldn't just call the cleaning staff and have them move our room up on the list. We were leaving for the day and couldn't come back to switch rooms at their beck and call and she wasn't budging. So, I pretty much had to resort to spending my full morning in the lobby and continuing to persist. Shortly after lunch time, they finally had a room for us. I will say that the head cleaning lady was very nice and helpful getting us transitioned to the new room. I asked the front desk if we were still able to get a credit for the debacle the night before and was told "sure, we'll take care of it at the end of the stay." The real room was much improved and we actually managed to get some much needed sleep. When we went to check out the next morning, I asked the same lady as the day before about the credit and she seemed puzzled. Her manager was standing there and I had to re-explain the whole situation. Their response? She didn't remember saying that and if she had, they would have done that credit at the beginning. What??! Gahh. The manager did credit us one night in the end, and for that reason alone, I'm adding an extra star. But, never so much as an apology or acknowledgement of was given. I get it, things happen and mistakes get made. But, own it and make it right. Don't put the onus on your customers to chase you to fix your mistakes.

Aside from the administrative challenges, overall the hotel is a bit dated and needs maintenance. Wall paper splitting everywhere and a musty smell in the rooms. Our first room had a very noisy AC and the sink has drainage issues. The second room was much better, but think the hotel is well overdue for a refresh.

This sign was placed all over the hotel. After our first night of misery being crammed into one bed and then the frustration trying to get it sorted out the next day, the irony was...

My husband and I recently booked a 4-day, 3-night stay with friends of ours (another couple) and unfortunately we don’t have many nice things to say. My husband and I go on long weekend trips this time every year for the past 9 years and almost always exclusively stay at either a Hilton Homewood Suites or a Hilton Garden Inn, but I was embarrassed to have recommended it after our stay. Upon checking in, the woman behind the front desk couldn’t locate our reservation (that we booked back in June) and then when my husband showed her he had received a welcome text that morning, she got slightly annoyed and asked, “Is that the same name you originally told me?” ….yes. At that exact same time, our friends were being greeted with big smiles and 2 complimentary bottles of water, so perhaps she was slightly frazzled because we came back hours later after being told our rooms weren’t ready for early check in due to being fully booked for the weekend (which is fair!). When we got to our room, it REEKED of some horrible odor that lingered throughout our stay; the second morning my husband went to the Publix across the street to buy air freshener spray that we needed to use constantly, every time we exited and entered our room. The sink was constantly backing up, and on the first night we discovered the coffee machine wasn’t working, which luckily maintenance replaced after testing it out for themselves- and after someone behind the front desk rolled her eyes and asked if we had filled it with water first. However, we only got to make 1 cup of coffee due to the fact that 2 pods were wasted when we discovered it wasn’t working, and the third was used as a test for maintenance; no one offered to give us replacement pods and at that point we were too frazzled to even ask. After the second day when our room hadn’t yet been cleaned, we inquired on our third morning about having someone come clean it- and were told we missed cleaning service (at 11 am? we had not been told we had a deadline prior to that). On the side of our friends who were located on the same floor- their fridge froze some of their drinks iced solid. They had purchased cookies in town only to come back and find them covered in ants. When my friend went to checkout, she passed a cockroach outside one of the rooms. The circulation in our room also wasn’t the greatest; we kept the air on all night because the heat made it too stuffy to breathe. The $10 breakfast would have perhaps been a help, but it was severely lacking and not worth the price. Another odd thing was that the outlets on both nightstands were not spaced out enough so that 2 chargers could be plugged in at the same time simply due to the fact they would not fit. It was just bad experience after the next and I’m so disappointed. I NEVER leave reviews, let alone bad ones, but this hotel really needs some serious work. Other than the concierge early Thursday morning and mid day Sunday afternoon being so lovely, warm, and gracious with allowing our bags to be held before and after checking in or out, I’m hesitant to book any Hilton Garden Inns after this experience. I’m giving it 2 stars because some of the staff was truly kind, the bed was VERY comfortable, it’s dog friendly, and the location was a good distance both from the airport and downtown Savannah. The city was beautiful and we had a great time, and I really hope the hotel makes some adjustments, because it really has the potential to be...

This is the worst Hilton hotel I have ever stayed in and will never stay in again. At checkin I asked regarding my digital key, they clerk yelled out your card was declined. I replied this card was compromised and changed..do you have my guest info, if you do then you should have my updated card..she replied all other info updates instantly..cards take one to two days. I asked if there were any carts, she replied guests take them up and keep them in their rooms, yet after my 4th of 5 trips to get my luggage into room, another guest asks and she sends her on other side of desk to get a cart. Everything was hidden cups, coffee, creamer..it is not Hilton like to have to go to front desk who then tells you where always free and available amenities were hidden so you can grab one. As a diamond member I then asked was their any other amenities I was afforded as a diamond member she replied no. I was not offered water in a Hilton sack. The room was not clean especially the toilet..we had to wait until next day until 3pm for that to be addressed. Seems nobody down here reads, my ticket said my name and guess yet the person at register insisted they had to have their own ticket. There was no coffee, a person I guess was MOD made coffee but did not refresh amenities. 15 mind later it was empty again and no one bothered to make more. Seems everyone had been waiting on coffee, even though they had completed breakfast. The A/C in gym didn't work, only stocked with 4 towels. Checkout was a different animal, a computer clich was blamed by the night auditor as to why I was charged double the amenity fee. She was reluctant to print my folio which as of last night was still not available for download on line. Then I called the hotel to ask why the hold was not released and told it would be 7 to 10 business days or almost half a month. I shared with her in every Hilton, Marriott or other hotel once holds were release my funds are instant with my bank. She then said my bank would be the hold up. I did not enjoy my stay, this hotel was run like a hotel full of foreign shisters. There was no management presence, employees seemed unhappy and has to ask permission to give you a roll of tissue, everything that's a free amenity at other Hiltons was hidden, even carts. I am a Diamond member and have stayed in every Hilton brand from Conrad to Hampton Inn and none hide guest amenities. If the non guests that freely roamed the halls are a problem hire security. I did not feel welcome and the desk ckerk/MOD that checked me in scooted around on a stool was very rude to point i felt she was hostile. When asked why as a Diamond member I was not offered customary water i was given a bottle of Publix water and some other off brand, no bag and told if I wanted the standard Hilton water, its $3.00 a bottle. Lastly there is no ADA compliant parking in front of hotel, its all on the back past the pool..omagine being on a walker or cane and having to walk 1000 ft plus to get to front desk. I will talk to Hilton corporate about the things that were said, ignored, alleged computer cliches and other policies outside the Hilton norm, because if this is a franchise that is not required to meet the Hilton norm make your customers aware so we can...