Hilton Garden Inn Roslyn — Hotel in Town of North Hempstead

Long post, sorry. IN SHORT: CHECK YOUR BILL BEFORE YOU CHECK OUT (ESP IF YOU PAY WITH AIRLINES MILES). ASK ABOUT PET FEES TO AVOID UNEXPECTED CHARGES. HOTEL STAFF IS AMAZING!!!!!!!! (ESPECIALLY OVER FEDERAL HOLIDAY WEEKENDS!)

Background: I stayed here when i was in Long Island attending a funeral over Christmas weekend. It was a tough weekend all around. I always like staying at Hilton Garden Inns, and this was a convenient location, especially traveling with my new puppy and elderly/aging/disabled parents. I used miles to stay here for me and my elderly parents.

PROS: The staff is PHENOMENAL. So friendly and supportive, especially given Christmas and the funeral I was attending. I LOVED THE STAFF. They seemed genuinely happy to provide great service.

Food and service and amenities are great. Full Stop.

CONS:

#1. Gross Room. The first room/night I stayed here, the room was honestly was gross. It smelled like vomit. They were good at accommodating. I changed rooms the second night and it was fine.

#2. Billing Issues + Paying with Airline Points.

a. Pet fees. I was in town for an unexpected funeral, I was traveling with my 6 month old puppy who I had never flown with. After my two night stay, I was charged a whopping $150 for two nights for a pet fee and never was told that I'd be charged. CAVEAT EMPTOR - BUYER BEWARE. I was not told of this pet fee charge.

b. Food and drinks (although good) is very expensive. I appreciated the comfort food and drinks during a difficult weekend, but after getting the bill, WOW it's expensive.

c. Elevating problems to management is less friendly than dealing with staff. The staff was awesome. Management - not sure.

#3. STAFF.

FINALLY, IMPORTANT - GREAT DAY TO DAY STAFF.

Dealing with pets -

As I mentioned, I was in Long Island over Xmas weekend for an unexpected funeral of a close family member. I had to travel with a six month old puppy who had never flown or stayed alone, along with my elderly parents. While I was at the funeral, my puppy started barking in the room and disrupting neighbors. The staff was so kind. They called me during the funeral. They went to check on her to make sure she was ok, and turned on the TV. Ultimately, because the puppy was so disruptive (I'm so sorry as she apparently was discombobulated being alone in a new place), they brought her to the manager's office to take care of her and sent me a picture on my cell phone.

In short, the staff was INCREDIBLY KIND AND UNDERSTANDING OF THE CIRCUMSTANCES. I did not know or expect the puppy to be so disruptive. They were so supportive during a really difficult time. And the staff was so generous in spirt given it was Christmas weekend.

THANK YOU TO THE ENTIRE STAFF AT HILTON GARDEN INN WORKING DURING CHRISTMAS WEEKEND. MY FAMILY AND I APPRECIATE...

After a long day traveling decided to go on hotel tonight app and book a room for 3 nights. Arrived to the hotel super tired and found out we didn’t have a room. I showed my confirmation from hotel tonight to the clerk and they informed me they were overbooked and they didn’t have a room for us!

Imagine how terrible! Left me waiting in the lobby for 1 hour while they were figuring out what happened. Justin the supervisor on duty explained that they could not accommodate us because they didn’t have a room and that there was a glitch in the system and we needed to find another hotel. Glitch ? Hello! The reality was that they were selling rooms in hotel tonight and they didn’t have rooms available on inventory.

As a customer I know very well my rights and I know what a hotel can and cannot do when it come to overbooking

Airlines have a legal right to overbook, while hotels do not. A hotel must find a room for everyone who has a reservation and shows up on time.

Justin told me it’s very commonly in the hotel that third parties are overbooking the hotel and is not their fault.

Justin is wrong! First of all the hotel controls their own inventory online so that means that the manager in charge is not looking at the system or simply is trying to maximize 100% occupancy.

Walking a guest exposes the hotel to a lawsuit.

This is the respond I got from hotel tonight :

This booking has been successfully canceled due to overbooking because the hotel didn't have enough rooms available and their system.

The hotel is responsible to “relocated me” to a property similar or higher property at no extra cost , is the least they can do. During my interaction with Justin he didn’t even asked me if I was a Hilton honors member, there was no empathy , no sense of urgency. He blame hotel tonight... again it’s the hotels fault not hotel tonight.

The Consumer Protection Act 68 of 2008 (CPA) consumers who are unfortunate enough to be on the receiving end of an overbooking in respect of the supply of goods or services, whether it involves a flight, a training course, accommodation at a hotel.

The CPA sets out specific rules governing the overbooking and over-selling of goods or services.

Where a supplier is unable to supply the goods or services promised, the supplier must have the intention to supply the same or similar goods or services to the affected consumer.

If a supplier accepts a reservation, or makes a commitment to supply certain goods or services and then fails to supply the necessary goods or services, or similar goods or services of the same quality, the supplier is obliged subject to certain requirements.

The hotel failed to provide a proper relocation my rights as a consumer ( guest ) were violated.

It’s a shame and I will take actions.

Best...

I booked this hotel for my wedding weekend, honestly because it had the least bad reviews. From check in, it was nothing but issues. I had been in communication with Samantha at first to do the hotel block for my guests, and my dad was also in contact with her because he wanted a breakfast for the guests for the day after my wedding. Although pleasant, she was hard to get in contact with, and didn't follow up. After learning that I couldn't get ready at my venue, my fiance and I went to the hotel and spoke with Samantha's superior, Stephanie, in person, who booked me and my fiance in a suite for the night of the wedding, and the night before, and had my sister in the conjoining room for both nights. When trying to check in, there was no such reservation for the night before my wedding, and for the night of the wedding, they had my fiances grandmother in the conjoining room. I did not check into my room until 10pm, the night before my wedding. Although it got off to a rocky start, I put it behind me because the situation was resolved and we had a room. The weekend came and went, and when I got back home on Sunday night, I received an email for my bill. I was charged over $150 for dinners, drinks and alcohol, that I very clearly did not order the night before my wedding, since I didn't even have access to my room until 10pm. When I called the hotel to speak to a manager to fix this situation, I was met with Terry, who is the "front desk manager". I'm not entirely sure who would give this man such a position, because I was met with a rude attitude, and ultimately he did nothing to fix this problem, because today is Wednesday and I have not received a revised email, and the money has not been refunded. I'm not the type to leave bad reviews, mainly because I do not typically have such negative experiences, but honestly after the headache they caused, I never want another bride to have to go through this on their wedding weekend. The only reason I even gave them a rating of "2" is because it was the best day of my life and I refuse to let incompetent people ruin that for me. My best advice, stay far away...