Hilton Garden Inn Shelton — Hotel in Shelton

I'm very very disappointed in the service of this hotel. I've never experienced this before.

The day I checed in, which I did digitally, I came down to introduce myself and my husband. Your assistant Scott did say hello but was unsure of breakfast times which I found very odd. We end up getting the wrong information and came down the next day before 10am and then we were told it's per person to order.

I call later the following day and the lady that has glasses, light skinned and tattoos on her arms was very rude over the phone and gave me attitude when asking about the kitchen ours for room service. Came downstairs didn't even acknowledge myself or any guest there. She stayed with her head down.

The past 3 days I have been downstairs to the lobby between 630am and 7am and there isn't any sugar and I always have to ask. Tuesday I asked the FD and they refilled it no problem, Wednesday I asked the desk and Scott said that the kitchen worker comes and refills it. Again if you're an assistant manager that's your duty, either fill it yourself or make sure the employee is doing their job. Mind you there were more than 2 people at the front both times. Now today I go down and the cook is leaning against the Front desk on his phone and the FD associate was just standing there doing absolutely nothing. I was to make my morning cup of coffee and what do you know? Day 3 sugar bowls not refilled. I go to the front and the FD worker says I don't do that. The server does but she isn't here yet I just start her off with the coffee. I replied and said how can people drink coffee without any sugar? And kindly asked if he can refill it. They were both standing there.

Multiple days no lids or empty coffee by noon and ice machines on the 6th and 5th floor haven't been working since....

I needed to walk down to ask for housekeeping to clean the room as the day prior it wasn't done. They did a great job however I didn't have any toilet paper and didn't realize until I had to go at 5am. I walked down and asked for a roll. Please keep in mind that through all of this I have not complained.

Last night my husband and I were able to get in the Jacuzzi at 745, the pool was full ZERO TOWELS l, door wasn't unlocking with key card at all, as we are there my husband calls upstairs to confirm kitchen is still open it was 845 and lady said yes and closed at 10pm. We head to lobby to order and the kitchen is closed. My husband turns around and a lady that was behind the desk, sitting on a stool says it closes at 9pm. He turns around and says but I just called and someone told me it was open, the lady RUDELY says ilthe bar is open until 10 the kitchen closes at 9pm and it's in your card where the keys go and opens her hand as if we were stupid, and turns towards the computer and mumbles. We walk over to the desk and the other lady admit that it was her who made the mistake and apologized. At this point we are upset. I'm sure there's an recording of the interaction. It was unacceptable. I've been staying at hotels for over 4 months and I have NEVER encountered such unprofessional behavior.

Scott is am Assistan GM and was no help, Martha made it seem like she was helpful but it didn't happen, nothing was offered, Monique was rude and sarcastic. They didn't extend my stay because I gave...

On a Saturday we were fourth in a long line of at least seven parties trying to get into their rooms. There was one woman checking in guests as well as answering the phone. Everyone was impatient and frustrated, especially since many had parties or weddings to attend in just a couple of hours and needed to get dressed. I called the desk from line and asked if there was anyone else available to help, and was told there was not. Shortly, thereafter, a tall guy who looked like a manager appeared from the office behind the front desk and asked a few people in line if they had their reservation ready. A few showed him their information on their phones and he merely nodded and said “OK will get to you very soon “ and then disappeared again. ||A couple of hours later we were getting ready for a party and heard kids’ voices and yelling from the hall, loud enough to prompt us to stick our heads out to make sure there was nothing awry. When we were leaving we saw the source: in the lower lobby, near the meeting rooms, there were at least ten kids, ages 8-12, playing a rousing game of field hockey with their parents and siblings chatting on the sidelines and on the open stairway. As we passed the lobby desk 50 feet away, the three employees there seemed oblivious to the noise and inappropriate activity happening at their hotel. We mentioned it and they seemed surprised. The noise was disturbing to guests and it was certainly a liability issue for the hotel. The lower lobby is a pass-through for the covered parking as well as the pool and gym. ||Some other issues: the hot tub we visited the next morning had crumbling and cracked surfaces. The hair dryer wasn’t working properly and blew cool air. It was impossible to turn on the shower without getting soaked in the process. The bathroom looked updated, but the vent cover was badly rusted and looked dirty. There were pump bottles of shampoo, conditioner and body wash but no other amenities in the bathroom like lotion or shower cap. ||Breakfast was NOT included. There were scrambled eggs, potatoes and sausages for hot offerings as well as cereal, etc. Adult price was $21.95, which seemed very steep. ||The most distressing thing, however, was that we returned to our room after a 20 min trip to the hot-|tub downstairs to find the door to our room WIDE OPEN. It was especially puzzling because, as we were trying to figure out how it happened, we couldn’t get the door to stay open in the same position as we found it. It would automatically swing shut. It seemed like someone intentionally opened it and left it wide open. I know I closed it too, because I tested the keycard with the door firmly shut before I left. There were no housekeeping carts in sight. Thankfully, none of our belongings had been touched. It was really odd. ||We paid a discounted rate of $269 for this very basic room with terrible service. There are other hotels in the area - try one of those. I...

Ok, it's taken me nearly a month to write this review because I needed to wrap my head around the experience we had.

We booked this hotel to attend a funeral. Upon arrival, at 1 in the morning, the man at the front desk asked us for the last name on the reservation and immediately turned us away. He claimed that they were booked since the afternoon and when I told him that we had a confirmation plus we booked in the morning, he told us that my card was declined. Strange since we got the confirmation and he only glanced at a post-it note. My friend and I were obviously upset, we traveled from Maryland and arrived quite late only to be turned away. We had to frantically search the internet for a place to stay at 1 in the morning to attend a funeral at 9 am.

As my friend goes to the bathroom, I go into my phone while I'm standing in the lobby, to find a way to get my money back - Mind you, the man said the card was declined, but told us to go online to get our money back. The man at the front desk calls out to me and finally asked me for my full name this time. The whole time looking at a post-it note and not asking for our confirmation code. He says he made a mistake and our room was actually ready. He confused me with another person who has a "similar name".

Imagine if my friend hadn't left for the bathroom? We would have been screwed. My friend comes out and I tell her what happened and she goes to tell the guy (I think his name is Rich or Rick), that he should have asked for a confirmation number, but the man rudely interrupts her and snaps at her by saying "I don't have to talk to you, you're not the one that booked the room, plus I already apologized to her."

Of course my friend immediately starts to lose it! I intervene and tell her it is not worth it and to just walk away. That man was nasty and didn't deserve the time of day.

We arrive upstairs and I find what looks like blood in my sheets. Now I don't know what it was, but I didn't want to sleep on it and it looked like blood for sure. I call down to the front desk and Rich profusely apologizes (a huge change from before) and sends up new sheets.

The man at the door hands us the sheets, so we had to change our own sheets for a room that I paid for over $220 for clean service at what is now 2 in the morning.

I wish I could get my money back. I will never stay at another Hilton after this treatment. It was not worth the attitude, the lack of sleep from questioning what else isn't clean in that room and just sheer shock at Rich's initial behavior. There was no attempt to rectify these actions.

Would...