Hilton Garden Inn Spartanburg — Hotel in Spartanburg

What could have been a pretty positive experience as we were traveling through the area, turned out to be very frustrating and disappointing. The property is certainly nice enough, new enough, etc. but the overall experience and customer service were so lacking, that I’m compelled to write a review.

We chose this place over a similar property (Four Points by Sheraton, where we did stay the very next day as we were traveling back through towards home) and certainly were not pleased. Upon check in, we were informed that the breakfast buffet was the next morning between x-y am.

On the morning of our checkout, we headed towards the breakfast area and we’re quickly approached by an attendant, asking about our Hilton status. I indicated I’m not sure of our “level” and he quickly walked over to the front desk to check. Upon his return, he began to indicate something about a charge for breakfast which I was clearly confused by. As he went on to explain levels, vouchers and fees, I calmly (although firmly) said, do I owe $10 for this breakfast, which at this point is on a plate and in my hand). I was very clear that I didn’t want a complicated answer, just a simple yes or no. The attendant very clearly said that we would be given a $0 ticket. Now keep in mind, I would have simply walked out at this point, rather than pay $10 for what appeared to be a disappointing breakfast that was missing many items.

We ended up eating breakfast, and it was just ok. We proceeded to the front desk to compete our check out and get on the road. About an hour into our trip farther East, I got notification on my phone that I was charged $20 by the hotel. I immediately called to question this and the individual on the phone was the same attendant that worked breakfast. He did apologize, agree that he said there would be no charge, and stated that he would reverse the charge. About 10 minutes later another, seemingly more senior, employee called to state that they were unwilling and unable to refund the breakfast charge. I indicated that this was unacceptable and I’d like to speak with a manager. No manager was available, she was rude and unapologetic and blamed the incident on the new and untrained employee that worked breakfast and took my first call.

This could have been a fine stay, and my concern could have been easily handled. To be clear, my complaint is not that there was a charge for breakfast. My complaint is that when I directly questioned whether there would be a charge I was told there would not be and that plus my initial call to the hotel were both discarded and ignored. It is not my responsibility to evaluate the level of training an employee has and whether they are capable and competent to answer on behalf of the hotel.

Finally, I did follow up with the hotel manager the following Monday, my voice mail was not responded too. Very disappointing stay, and for the record our stay the following day at Four Points was...

I am writing this letter to express the outstanding experience my family and I received from staying at your hotels this past weekend, as well as, the top-notch, gold-standard, customer service from your Director of Catering/Event Planner Tiffany Hall and staff. My Rice family has been hosting family reunions since 1972 and my own family attended our first one in 1988. We have attended several throughout the years and even hosted a few, but this was a major one being post-COVID. In 2018, Spartanburg, SC was chosen as the hosting location and we chose your Hilton Garden Inn, along with the four surrounding ones, as the select places for our family members to reside. There were approximately 100 family members in attendance representing eleven different states! The feedback I received from my family members was more than flattering. From the interaction with Tiffany Hall, and Cheryl Rowan to their respective staffs, the customer service and professionalism provided was beyond exemplary. Tiffany was one of the most gracious, accommodating, professionals whom I’ve ever interacted with in the hotel industry. She went above and beyond to ensure our stay was as comfortable and memorable as she said she would. I first began speaking with her about hosting our reunion in early 2019, but then COVID hit and derailed all planning. However, I touched base with her again in 2021 and we were finally able to ‘reboot’ the Family Reunion conversation in 2022. What I noticed about Tiffany is, she is a great listener (i.e., a quality sometimes absent in Corporate America today). She never interrupted me. Instead, she listened intently while I was attempting to explain what I wanted. And like a good surgeon, she precisely deciphered my vision and led me to where I ‘needed’ to be. She went out of her way to ensure everything we wanted was feasible by making the reunion a comfortable and memorable one. As far as the Staff goes, I couldn’t have asked for a better crew. I am a Trainer by trade and have trained in the Corporate America arena for over 20 years and I must admit, I was very impressed with every one of the staff members! It has been said that Disney has had one of the best Customer Service Training Centers in the world for decades; however, I can respectfully say without hesitation that, whomever is providing training for your staffs, could rival Disney any day! The staff catered to us as if we were royalty! You all have left an indelible mark on my family from the respect shown to responding to requests to making sure the accommodations were to each person’s satisfactions. Simply put, you all were amazing! This feedback was shared with me by many of my family members, and what I share as well. I am supremely proud to have chosen your hotels as the hosting location for our 22nd Biennial Rice Family Reunion; along with convenience of location, our weekend partnership...

Update July 5, 2024….Highly recommend again. Sabrina at the front desk was very professional, nice & has a beautiful smile. She was very helpful in getting a makeup mirror delivered to our room. The sink was slow in draining out the water but was repaired immediately. The room again was very clean. There is a bar & restaurant in which we enjoy having dinner. The bartenders Sam & Caleb were excellent & they too have great smiles. Caleb recommended the complimentary biscuits which are made fresh daily & they were absolutely delicious! Many different entrees on the menu & extensive drink list. The atmosphere is very relaxing. Hilton Garden Inn should be proud in having employees who provide & totally understand great customer service. 2023, August 18th Update.....It was wonderful to return to the Hilton Garden Inn Spartanburg, SC to find everything was still exceptional. The rooms were clean, the bed comfortable & was very excited to discover a makeup mirror was provided without asking!!! Again the employees were very professional and kind. We again enjoyed great food at the bar with the many delicious choices on menu. Masha & Ben were bartending and provided excellent service. They acknowledge all their customers with a smile & were very attentive. Again Hilton Garden Inn should be proud to have welcoming employees as part of their team. Thanks to each & everyone from the front desk, to house keeping and the bar/dining service staff. We will definitely be back & continue to highly recommend.

4 years ago....Highly recommend this Hilton Garden Inn!!! The rooms are clean & the bed very comfortable. Cayse at front desk truly understands & provided excellent customer service. We had difficulty in making reservations on line & called for assistance. Cayse shared the computer system currently had a glitch. She took our information & Hilton Honors number and she said once computer system was back up she would call back & she did. On arrival she shared she had put a note to greet us & thank us for being Hilton honor members. When we got to our room I called the front desk to request a makeup mirror. Cayse answered my call & said they just received a new shipment of mirrors & would bring one right up & within 5 minutes delivered to our room!!! We enjoyed great food at the bar with the many delicious choices on menu. Lawson & Ben were bartending. They both greeted all the customers with a smile & were very attentive with all the customers. Hilton Garden Inn should be proud to have these 3 people as part of their team. We will definitely be back &...