Hilton Garden Inn Troy — Hotel in Troy

Never have I experienced quite the colossal reservation mess up. After driving a long 5 1/2 hours thru fog and rain, we arrived at our lovely temporary abode, the Hilton Garden Inn in Troy, NY. Exhausted and worn out, we came to quickly find that Surprise!! Our one-bedroom suite we had booked over 6 months ago had been given away to another patron!! Lovely!! The joy on our companions faces was palpable.

And of course, this being an extremely busy weekend in Troy there was only a small Queen room available for our multi person party. Insert sad face here. I must confess that the manager Dan was very nice as he tried to manage this huge debacle, but not even the most accomplished wizard could make our suite appear in the middle of the night!! Despite the fact that they promised to reduce our room rate (#ItsNotAboutTheMoney) this did not take the sting out of having to cram 4 bodies into a cramped and crowded room.

Dejected and feeling hopeless, we slunk away to our confinement, er, hotel room. Whatever excuses that were made, I cannot for the life of me understand how our room was given away? So perhaps Hilton Hotels are good at "taking the reservation but not holding the reservation?" Seinfeld reference here. And the manager even had the audacity to suggest that we call periodically prior to check in to confirm that "the room is still available". Really? So now it is the customers job to make sure the hotel honors its end of the reservation agreement?? Rubbish!!

We spoke again to the manager later that night and he said that our room was also booked for the following night but that " they would call the other customers and see if they would give up their Suite". What?? Why would anyone give up the suite they booked? This is their solution?

My solution, dear Sirs, is simple. Dear Hilton Garden Inn: DON'T DOUBLE BOOK YOUR ROOMS!! Have I lost my marbles? Is this that complicated??

My final suggestion dear readers is this - if you actually expect a hotel to honor your (long time held) reservations, don't book with Hilton Garden Inn. Your reservation is as good as the gossamer dreams you had of a good nights sleep. Poof!! And...

I am Hilton Honors Diamond for almost 10 years now and I've never had such terrible service from any Hilton property front desk as I did at the Hilton Garden Inn Troy.

My family and I were in town for my nephew's wedding and I booked 3 rooms for 2 nights using 240,000 Hilton points. We were just going to make a run to the grocery store to get breakfast supplies for our 2 mornings, but upon check in, Dale told us that we could get $10/day/room/guest of food vouchers to apply to the breakfast buffet, which was $12.50. When traveling for business, I ALWAYS take the points, but this was a no brainer to take the food voucher as it was way more convenient to eat at the hotel.

For 2 mornings, all 6 of us enjoyed the breakfast. We weren't blown away, but it was better than a Hampton.

Upon checkout, I was informed that we only got $10/day/room for my wife and me in our room as the other two rooms were under my name, therefore, it was "corporate policy" that they couldn't give us what Dale promised upon check in. When we protested, the front desk clerk and our breakfast waitress were rude and dismissive. They said "Dale always does this". WHAT!?!? This has happened before and Dale hasn't been retrained? And this is OK for Hilton?? To avoid my frustration level boiling over, I walked away as I wanted to get on the road back to Cleveland.

My wife stayed to protest and those two at the front desk said to her "Oh, your husband is diamond, he should have known the policy." As stated, I never take the food credit, and my business travel is ALWAYS solo, so no, I there's no way I would know the policy. Plus, A HILTON EMPLOYEE TOLD ME how things would work and he was wrong!

Hotel was fine, the bar downstairs was enjoyable, but this is by far the worst front desk experience of my life and I really can't believe that Hilton accepts this level of disservice! It might finally be time to see if Marriott will offer a...

We enjoyed an extender stay late July into Aug 2024. (Very high temperatures) our room was very comfortable -both amenities and air conditioning. We did have an air conditioner that stopped, we reported it at the service desk and were immediately assigned to a different room.|All the employees we saw we spoke to. To a person they were well spoken, friendly and engaging. A super happy lady Radj -|)Abbreviated) made us smile each time we saw her in the dining area.|We truly enjoyed our breakfast experience. Although we could have ordered from the menu we chose the buffet which was well appointed (pastries especially) and very satisfying. In the category of Exceptional Service we have to name Jeanne. We met her at our first |breakfast. As she poured our coffees it was evident this was one special lady. She introduced herself ,learned our names and throughout our stay called us by name. She conversed with us and every other guest. She went out of her way to make us feel special. One breakfast there was a fire evacuation .|We went to the dining area after fire department sounded the all clear and found out that our Jeanne had assisted a distressed guest who needed help turning on her oxygen machine (which required Jeanne to find the key) and put it on her. Jeanne knew to use calming techniques to help the guest get the full benefit of her oxygen. Kudos to Hilton Garden Inn Troy, NY. |We knew the location was perfect but now we know where we’ll go even if it’s not...