Hilton Garden Inn Suffolk Riverfront — Hotel in Suffolk

I'm here for work and there are few (2) Hilton choices close enough to where I'm working so I chose this property. Not a bad place but definitely showing signs of wear and neglect. First room, air conditioner didn't cool at all. Maintenance couldn't fix it quickly so changed rooms. Second room, was nice, air was cool but door lock was hard to open. Swiping card didn't work about 8 out of 10 times but finally opened. After going to bed I was startled by a horrific noise that erupted from across the hall. Turns out to be an air compressor used for fire suppressant system. The door to this room was left open and was directly across from my door and this air compressor fired off about every 45 mins or so ALL NIGHT! SO, I discussed the situation with the front desk the next day and they again agreed to move me to another room. Third room, I get to the door and the key would light up the lock (green) but handle wouldn't open the door. I fiddled with this for five minutes or so but no way to open the door. Back to the front desk. Fourth room, so far is OK. Air is cool, door works, but now I'm directly below the third room so although not as loud, the air compressor still makes a considerable noise.

Overall I see door handles off of doors down the hall, room signs that had fell off the wall onto the floor, carpet looked clean in main areas but rooms not exceptionally clean to what I would consider Hilton Standards. Which brings me to the next issue, room cleaning.

When I arrived the front desk person asked how often I'd like my room cleaned. I answered "daily". He said that's not an option, that it is usually done once per week. (why ask me then?) I asked if every other day was possible and (with the Manager standing right there) they agreed and entered it into the computer likewise. She even helped him enter it. So I've been here 4 nights and have yet to get a room cleaned, fresh towels, trash removed, bed made or any sign that anyone has even entered my room. It seems that Covid fear has provided a great excuse to simply not provide a basic service which would otherwise normally be expected at even the most meager of hotel establishments. How is it that a Hilton property can simply not clean their rooms but once a week and expect to satisfy customers or even maintain basic cleanliness standards? The Covid panic pandemic is over, there is no excuse for not doing a basic pass through a room to freshen things up daily.

For a room that is costing almost $200 / night, I feel very much taken. As a Diamond member I'm appalled that there is even allowed to be such a policy.

Clean the rooms daily, fix the maintenance issues (seemingly in every room), update the fixtures (door locks, air conditioners, refrigerators, closet sliding doors) and start taking pride in your property and maybe it could be a real Hilton quality...

This is my third visit to this establishment and I was very very very disappointed with the service I received. I had to wait for 2 and 1/2 hours for a room to become available when we got there all we could hear was the staff had walked out the previous day behind poor management and not knowing how to speak correctly and respect the staff. They had one lady cleaning the whole 5th floor and there was only three luggage racks so about 12 people standing in the lobby had to wait for each other to go out get their luggage and hand the card off to others this was very time-consuming. When it was time for the dining experience the food was cold and again very short-staffed the food which was buffet-style in a corner with the desert right beside it so therefore there was a bottleneck the whole time the food was not coming out of the kitchen fast at all. Then for breakfast the eggs were watery the sausage not cook well the only good thing about it was the cheese grits and the coffee. The young people that work to get your food out to you were very diligent and hard-working young people they did the best that they could do being so short of Staff especially a young man by the name of Jonathan. We were told that the coffee machine in the conference room that we were using for breakfast was broken and they had to walk all the way to the other side of the hotel to get coffee, my worst experience ever in any Hilton Hotel. The manager was very nasty the pregnant Caucasian woman,the front desk staff had to take the brunt of all arguments even though they were new and the previous shift before them did not let them know any things that were happening there were people that have been there since 7 a.m. and by 5:30 had not received the room. While we were having our conference the microphones and the sound system died it took about 30 minutes for someone to come in and assist to get us batteries to put in the microphone so we can continue with the conference. While I understand that the6 staff that was there we're doing the best that they could I don't think that this hotel lives up to what the Hilton Hotel name stands for which is excellent service which I do believe we did not receive. The last day of the conference which was only about 3 hours was the best that we received so from Thursday to Sunday we only received 3 hours of professional and good hospitality. I can't say that I won't use this hotel again or be invited to another conference that will be at this location but I do pray that by the time we are there again there will be a more hospitable manager and staff plenty enough to do the service the Hilton was...

Run, this is the lamest Hilton Motel! Arrived to having no where to park, a plastic covered disaster construction zone site. Remarked in total shock and disappointment, only to have a dismissive, condescending, zero empathy having front desk boy Andy ask me 5 times if I want to go stay elsewhere acting like I’m crazy and imagining this dreadful surprise that an expensive hotel I booked a river front view room at for 5 nights for my daughters college graduation is worse than a 1 star motel. No light switch plate on the switches where he stood, drywall dust, & cigarette smell of construction workers that match his potty attitude. Went to my room, no riverfront view, instead a view of the full parking lot. Called toxic Andy to be told no river-view rooms available despite making my reservation way in advance, asked for a manage to refund some of my $, told none on site and they’d call me back the next day, asked again if I want to check out at 12am. Then saw other reviewers experienced this Construction zone concealed and also treated like garbage by the front desk boy with management replying they’d handle him weeks prior, however they clearly didn’t & they never called me back. No restaurant, no digital keys, no free parking available, no room service unless you beg. Had to go buy my own coffee and condiments from Walmart, felt like I went camping unprepared. Charged $20 per guest with my reservation package deal was actually only $15 on site and more like the free one you get elsewhere free set up in a distant little room. Nothing short of an expensive nightmare, they bank on the fact that no other hotels are available in the area last minute that they also don’t own. They treated me like garbage on my personal travel, however Hilton will be removed from my corporate preferred hotel & conference list for this failure to right this robbery traveling as an individual. Shout out to Constance & April, who were wonderful employees there with outstanding good character contrary to their awful counterparts who mistreat folks without a...