Hilton Garden Inn Twin Falls — Hotel in Twin Falls

I am rating this establishment 1 star because I do not have the option to rate zero stars! I travel often and have stayed a loyal patron to Hilton Hotels for many years, but this last experience was completely unacceptable. Management and staff had FULL control the entire time to help me, but instead made the entire experience one of the worst hotel experiences I have ever had.

My 15 y/o son and I checked in at 8pm. After a long 2 days of driving, hiking and touring the tri-state area, all we wanted to do is take our shoes off and lie down in our suite, nearly $300/night room… First thing my son noticed as he undid the couch bed were blood stains on the mattress, and makeup on my bed pillow case! I called the front desk, and the clerk, Sandy, came up to take a look. She was very apologetic and very emotional, even started crying. She later apologized about the crying and told me that it had to do with personal issues in her family. She advised that she would look to see if she can find another mattress or a new room. After about an hour, she advised me that there were no more rooms available, and all of the mattresses were taken. She also brought an extra comforter and pillows and suggested my son sleep on the sofa bed box spring. Really? In a SUITE that I had booked in advance? I asked if she would let her son sleep like that and of course she said no. Clearly I was upset, she commented that they have roller beds, BUT it is against policy to allow them in my room because it was a fire hazard. Why even mention it then? Visibly upset, I asked to speak to the manager, and of course, he wasn’t there…. Suddenly, she “found” an available STANDARD room that accepted rollaway beds, so I accepted the transfer, it had already been over an hour and we were just tired….! Moments later, Sandy came up to the room and told us that her manager just gave her authorization to bring a rollaway bed to the room that we were already in…. Should the manager have done this from the very beginning, ALL of this frustration would have been avoided…

After the rollaway bed was brought up, I asked to speak to the manager. It took the manager 2 days to call me, and he was EXTREMELY rude. He talked over me, repeatedly raised his voice and hung up on me while I was talking. He also told me that it was not blood, it was coffee. According to him, he had the mattress shampooed before we got there, and had the stain tested, and repeatedly accused me of being rude to the staff. He was basically trying to justify giving me a room with a blood stained mattress and make up on the pillow case.

Sandy also made notes that I had cussed at her when she delivered the rollaway bed, which was an absolute lie because my son and I were in the pool when the bed was delivered.

When I threatened to call corporate, Daniel, the “manager” told me that if I do that, he would not give me my Hilton points back. What kind of establishment does this??? Lastly, I STILL did not get ALL of my points back. I emailed Daniel about not getting all of my points back, and even followed up with an additional email 4 days later and STILL no response. I really do hope that this review makes it to corporate because something needs to be done about...

My family has been staying here as well as other family members and guest for many years. We visit Twin Falls a couple of times a year. We trek the 12 plus hours to arrive at our destination in Twin Falls.We had some isssues last year as we were without water for a over 24hrs (No Showers no Toilet). We left and took showers at family's house in nearby city. This year a few hours before arriving we recieved a text from an unknown number. Upon reading we realized it was from the front desk at the hotel saying "we're renovating! Wanted to ensure that you know we are undergoing a "face-lift" on your hotel so upon your arrival you will see a few of the changes we are making thank you for your patience as the Hotel gets a facelift you'll love the changes Erica...

We were somewhat surprised when we arrived to find the hotel in total disarray. The lobby was unfinished, convenience area was nonexistent the area at the fireplace was set up for the contractor with blueprints and construction related items. There was dust everywhere and on everything. Even the registration desk itself as well as the luggage carts had a film of dust on them there was a wall that was freshly sheetrock and mudded the hotel allowed what appeared to be staff and guest to Graffiti all up and down the wall needless to say this was more than just a facelift. The lady at the front desk was obviously frustrated also , as she was somewhat short and rude when we express our concerns.It went something like this "it was on our web site and if your unhappy you can go somewhere else" we just drove 12 hours we were tired an decided to stay there for the night and regroup in the morning. The Hotel was absolutely layered in dust, you could see and smell it. I would go on with more detail but I think that would be petty. They should have shut the hotel down and not tried to place guests during what was obviously a major renovation . This was an incredible let down and inconvenience as we scramble to find another hotel. We can always make decisions based on the truth and transparency but deception never creates a...

For the price, I guess I expected more. We pull i to a parking lot "Hotel Parking, park at your own risk." (Where else should we park?!?!) When checking in "we have a restaurant and nothing is complementary for breakfast" okay, fine. Room was HOT. Turn on the AC and it says it's now 75 in here after running set at 65 for over and hour. Also, every 7 minutes some loud humming noise starts, "Hummmmmmmmmmmmmm." No additional plugs at the nightstand. I had to unplug the lamp to have 2 cell phones plugged in for the two beds. I've only been here 2 hours and just disappointed... and hot...the INLY reason it has 2 stars, it's clean, in a good location and the front desk gal, Vendetta, she was super cool and nice, but poor thing was all alone with tons of people in line.

Edit: so, it just got worse. It never cooled down. The window opens like 1 inch because of some safety lock and we over look the gross roof. It got down to 74 last night, the AC unit never blew cold air. I get in the shower and they no longer provide small individual toiletries (im fine with that, less plastic waste and cost) HOWEVER I use the shampoo, it's clearly had water added to it and then the conditioner bottle was bones dry. Nothing comes out. Of course, I left my own stuff in the car and after 16 hours on the road I figured I'd just use theirs, but, my long (past mid back) hair was suffering and nothing I could do about it being in the shower already. The water pressure was also non existent. I found out this place allows pets, and there was two random wet spots on the ground and when I was like "gross" I got out wet wipes and one of their towels and the towel was black! The ice machine also was broken, you had to go to floor 3 and it was this way on all the floors not just floor 3. Dude, I will be calling Hilton about this today once their lines open. $240 as a gold status member is ridiculous. The worst Hilton I've...