Hilton Garden Inn Nanuet — Hotel in Town of Clarkstown

Very upset which is sad as the staff were super nice . We chose this location because of the Hilton name and it was very close to the palace we needed to be. I have a health issue that responds to being in a pool and stream. We called confirmed pool yes open etc. We get there closed !! This doesn't make sense as CDC has opened and allowed a lot more. It's very clear the staff are running the show. But there was a amazing person Erica ? She was the only and best reason to stay.

The rooms are very dated. The only seating area which could be so nice was full of cigarettes buts. I tried to sweep them myself. The staff actually gave me the broom. With some lounge chairs , electric candles LIGHTS! This could have been so nice . I ended up reading sleeping with my wife it was nice but the handyman in his camaflouge covered car was parked in the fire lane what a shame

The rooms bathroom were not clean but there was cleaning carts everywhere. I feel the staff was understaffed!

There seemed to be this vibe from. Some of the guests that the back area was a place you can. Hang out drink be with your family. Why not make it better???? No pool , no food , I had rk ask for coffee for the morning the guy seems pretty upset that I asked.

My room after the no pool had a views of the AC unit. I asked kindly that at least we could switch to a better room with the no pool situation. They kept telling me come back in 3 days!!!!

This wasnt that cheap and there were plenty of hotels like element, la quinta and HO Jos we could have picked much cheaper but we figured a Hilton will have standards

Good part Each to has a fridge and freezer , microwave and a nice Keurig. The staff came real quick as the shelf came crashing out glass all over. The guy watch my wife sweep it up and he didn't have a shop vac

Who is managing this place as the ac was off in the hallways. ?? Wow how much did you save on that one ?

I can live with the outdated rooms the TV worked really well we run free HBO

The front desk I think was named Erica. She was amazing gave our free water bottles was human and a dog lover ( which I didn't bring due to fear of hotel that doesn't promote dogs )

This was so bad we debated on switching but couldn't because !!! We used a third party to book Expedia. Come on who uses the direct site which btw was triple the cost and claimed booked

I can tell they weren't booked as the parking lot at night was totally empty so either everyone walked took the bus or the staff has figured out a way to keep the hotel empty again this is not on Erica she truly was amazing but by herself.

Btw there is a Hampton inn same owner same property the pool was full but again they said wait three days.

They Hilton when I called said I can't make changes or get refund because we used " third party " Then stop last listing with 3rd party good luck on that one Management can't put the client in the middle of this debated I would come with a friend clean up the cigarette butts , pull some bushes it's actually not a bad place.

What is going on there !!

Don't worry the Hilton history book was of course...

Well - I gave the General Manager and Front Desk Manager the old college try but after 2 calls with no response, I figured I would offer fair warning to any future potential "guests."

We booked this room well in advance for a 50th birthday party we would be attending with family in town. The front desk called us at 4pm on the day of check in to confirm we would be coming. We stated that we would be there and looked forward to it. Fast forward to being exhausted after a wonderful party, we arrived a little after 1am to be told THERE WAS NO ROOM AVAILABLE. We were handed an absurd, error-riddled "Letter of Apology" (see picture) that handed us off to another "partner" hotel of "equal service" 10 minutes down the road (I find it ironic that they took the time to write this letter but not to call us to inform us to just head to the "partner" hotel...but I I digress). They advised they had made a reservation on our behalf for a discounted rate BUT we were still responsible for paying it. THANKS.

We reluctantly headed over to the "partner" hotel which I shall not name b/c it was gross but they were involuntarily pulled into this review. We were smacked in the face with cigarette smoke and then told there was no reservation for us. I got the Hilton Front Desk rep on the phone and handed it over to the "partner hotel" clerk and they then proceeded to negotiate rates for 10 minutes while we stood there exhausted and just wanted a bed. At 1:45am now.

Once my partner checked the lobby bathroom (it was gross as well) we decided to cut our losses and drive 2 hours back home, and arrived at 4am. So much for brunch with family and friends the next day (or a day at all, since we had to sleep most of it).

This was an APPALLING experience - to be abandoned with NO room after 1am. I called the hotel multiple times and have received no response.

They should have called and let us know to go directly to the partner hotel instead of us wasting our time at 1am Oh to that end they should have actually MADE A RESERVATION at the partner hotel They should have offered to pay for our room due to the ridiculous inconvenience My understanding in this situation is that Hilton policy is to offer the same standard or better, but the partner hotel was horrifying and not even close (THOUGH based on the other reviews of this hotel, maybe it was closer than we thought and we dodged a bullet) Write your "Letter of Apology" on company letterhead and try to make it look like an adult wrote it and not a child in elementary school

While we will certainly be back in the area, we will never attempt to stay at this hotel again. Future...

The location was difficult to get to because when I clicked the link Hilton provided in their email it let us to another area in spring valley about 12 min away. I had to renter the address manually on the gps and add the exact zipcode. The location was convienent in that it is near a commercial area with a gas station, restaurants, stores and pharmacies. Parking was plenty and complementary. Main lobby was beautiful with its stylish furnishings, a fireplace, shiny tiles, and fall decorations. It even smelled clean the moment we walked in- not just a scented smell but actually clean. The room we were given, however, was not up to par. It smelled musty and the carpet was dingy. The shower was the most concerning with rust on the drain, the vent and in between the shower doors as well as stains and dents on the floor. It appeared that this rust had built overtime and that the shower simply needed to be replaced. I went in person to speak to the receptionist and explain that my mom, sister and I are asthmatic and allergic to rust. By no means do we expect luxary- we live quite simple but keep a clean home because of our health issues. We got a good deal on the room because I had saved up points but this room was priced at almost $200 per night. It’s unacceptable that Hilton charges this much for a room that isn’t even sanitary. They seem more concerned with the appearance of the lobby than the actual rooms the guests are sleeping and bathing in. On top of this the receptionist seemed annoyed and acted as if we were exaggerating. I didnt even think in the moment to take a picture but wish I did. The receptionist did provide me with a refund but offered no help in finding us another hotel to stay at. I wound up calling Hilton customer service. The agent was polite and returned my reward points- he doubled the points but then I realized I could only use half of them for this booking. We wound up staying at a more expensive Hilton with a fancier bathroom but there was still a little rust on the vent and drain. Again all we wanted was a rust free room. We were too exhausted to complain and it wasn’t as bad as the last room so we just cleaned it with a travel size Lysol we had and took extra allergy medicine. This is the fourth time we stay at a Hilton and there is...