Hilton Garden Inn Virginia Beach Oceanfront — Hotel in Virginia Beach

I booked a king corner oceanfront room over a month in advance of my stay. I was contacted by the hotel exactly a week before my stay and told there was a “glitch” that allowed me to book a room type that was not available. I was offered a double bed ocean view room. The deciding factor for initially selecting this hotel was the king corner oceanfront room. When the hotel contacted me, it was too late to book a comparable accommodation elsewhere. I was offered a discount on my stay for the inconvenience. I have high doubts there was a glitch and suspect that I was bumped from the room to accommodate someone else. My stay was booked directly with Hilton. ||I had never stayed at this particular Hilton location. Upon arrival the front desk agent provided me with a key card for the room and that was essentially it outside of some pleasantries. Parking is across the street in a parking garage that is not owned by the hotel. My husband interacted with the valet while I was checking in. We elected to self-park and drove over to the parking garage. There are 3 types of parking in the garage. Those are public, valet, and hotel permit. We were given no instructions on where to park or what constituted a hotel permit. We had no idea if other hotels used this garage. We had nothing to display signifying we were staying at a hotel. I attempted to call the garage directly with no answer. I called the hotel and after a long wait was told it was fine to park anywhere but the valet spots. I questioned the hotel permit towing signs and was assured not to worry. I want to stress that I was given no other information. Out of an abundance of caution we decided to leave the parking slip in the dash. We enter the elevator that has no signage of which floor goes to the covered walkway. We finally get to the correct floor and start across the crosswalk only to see a sign that we need to give the parking slip to the front desk. My husband goes back to the vehicle to retrieve it. At this point we are exhausted, frustrated, and hot. We finally get into the hotel. No information was given at check in about the layout of the hotel or which elevators provided room access. After a brief misdirection we finally made our way back to the lobby. I interacted with the front desk again, giving them the parking slip and was given a placard to hang on the rearview mirror. I gather I was supposed to go back for a second time to garage to hang this sign. I do not understand why this was not provided at check-in or why no information about the process was provided (where we can park, bring the slip to us). I asked for information about the hotel. At that time, I was finally given information on breakfast, the restaurant, and the Sky Bar. ||We decided to eat dinner at the hotel restaurant, Catch 31. I called down to inquire about a wait or if reservations were needed. I received no answer so my spouse went down to the restaurant to ask. He was told there was a 45-minute wait and the host wrote a phone number down with an extension to call to be added to the waitlist. He did not add our name to the waitlist at that time because he wanted to confirm the wait was ok with me and I was in the shower. When he comes back, I am out of the shower and I call to add us to the waitlist. They tell me we cannot be added to the waitlist over the phone, only in person. So, I go down to the restaurant while my husband is showering to add our name. While there I inquire about how to order room service in the future. The host writes down a phone number for me to text with my name, room number, and order. The next day, I follow this process to order room service. No response to the message was given and no room service delivered. The restaurant was difficult to reach by phone and the front desk had long wait times that eventually rerouted you back the phone tree menu. ||Both the indoor and outdoor pools were filthy. The outdoor pool had debris floating in it, some of which resembled toilet paper. The only heated pool area is the outside hot tub. The Hilton website indicates that both the indoor and outdoor pools are heated and open year-round. We visited the Sky Bar; it was a nice experience but be aware all seating is roped off. Some people sat on the ledge on the edge of the hot tub but everyone else had to stand. The indoor pool area was closed off (this includes the bathrooms). |When the room fiasco occurred, I was disappointed but resolved to have a nice trip anyway. This was the last stop on a long road trip that had spanned from VA to Canada and back. I was extremely disappointed in the communication we received throughout our stay. It created several problems for us. Overall, the hotel was clean (aside from the pools), bathrooms could be updated but it wasn’t horrible. The location is good and there is a nice view. The experience could had been so much better by simply providing better communication, from the website to check-in, and interactions throughout the stay. It wasn’t one big thing that disappointed me but several repeated small things. Those things have a lasting impact on how you feel about the stay and that feeling is the thing you remember when considering a...

Absolutely the most horrible place I've ever stayed at and we vacation ALOT, in order to check in you have to pull in to their valet spot infront of  the front door and it is JUST BARELY enough room to make the U turn to get back out of there in a full size 4x4 truck and there isn't even enough room for 2 Honda cars to get passed one another- I know this because I watched a couple try and fail, there were cars literally lined up down the street blocking traffic trying to get in to this place, we were 1 of them and waited over 10min before finally being able to pull in, and 10min is a VERY LONG TIME sitting blocking traffic so get used to horns blowing hand gestures and yelling, once in, you have the option of valet or self parking, the only parking lot they have is a parking deck across the street, 8 or so decks high, the first 3 decks are all valet, 4-8 are for self parking, again barely enough room to get in and out of there and only a 7' tall ceiling which is cutting it close on taller trucks ('16 ram 2500) either way, the elevator was broke the first 2 days, so we had to take the stairs up and down to get our vehicle for 2 full days, they finally got both elevators fixed on the 3rd day except 1 stopped working again shortly there after so the whole place was stuck having to share 1 elevator. We stayed 4 days, called the desk at 12 noon on the 2nd day saying we'd need some more shower towels, she said they'd have them up to us shortly, come 8pm still no towels, I call and she says again they're bringing them I ask when she says 15min, I wait 30 just to be nice, still no towels, so this time I physically walk to the desk and tell her the situation and we have a small child we're trying to get in bed by a certain time and been waiting on yall since noon, she says "I'm making a list now for all the rooms needing towels, once he gets the list hell start making his rounds with the towels" I say well how long will that be- she answers "I'm not sure there's a lot of rooms in need" (which was no lie because her "list" was literally 3/4 of a page full so it seemed MANY people were out) so I proceed to ask if I can just get them myself and she says no that she "doesn't know where they are" oh yeah right... so again I ask her how long she says 30min so I respond by saying well if he isn't here in 30 I'm coming back, FINALLY a little after 9 we get our towels, over 9hrs later waiting.. Now to the room- it seems when they clean they rake everything under the beds, we went to slide 2 beds together so our child would have 1 big bed, I've never seen so much dirt in my life when they were moved, so needless to say we put them back and scratched that idea.. the bathroom felt as if the heat was on, if you stayed over 3 to 5min you'd start to sweat it was so hot. The rest of the room you couldn't regulate, it was rather too hot or too cold. People in rooms nearby above AND below had music blaring and talking loud still well after midnight along with dogs barking since its pet friendly. The "restaurant" that you can get breakfast from was terrible as well, $16 per person, coffee was horrible, eggs were the fake add water easy eggs, sausage links were the microwavable kind, bacon was the precooked you can purchase that heats up in under 30sec, orange juice was DEFINITELY watered down I guess to stretch out how much juice they had to get by turning 1 gallon of juice into 2 gallons by filling half with water so you were left with a VERY small hint of orange taste. It was horrible. Now to the hotels elevators, every time I had my 2yo in there I was worried something would happen, something is bent or off balance or something because BOTH elevators (side by side) had a wobble/shaking/jumping feeling to them in both directions but going up was noticeably worse and we were on...

The location of this hotel is phenomenal and that's where the positive aspects end. We traveled from Texas here for Father's Day weekend. Our son (Navy) is stationed in Norfolk and we wanted all of our boys together with my husband for Fathers Day. We pre-booked and chose the rooms before arriving. We reserved a suite for ourselves and another room for our four sons. When we arrived we were told that our children were placed in a room two floors above us and the room we chose for them was occupied. The manager, Hunter, assured us that he was putting notes on our account to assure that our sons would be able to move into the room on our floor the following day. The next day I approached the front desk staff about Hunters note. Dasi told me she knew nothing about it, the hotel was full and our children would have to stay were they were. Believing we were stuck in this situation, and trying to make the best of it, we went to the beach, reserved three bed lounges and three cabanas (for a few hundred dollars), told the beach staff we were going to eat breakfast and come back down. Our waiter, Dareese was fantastic and made breakfast wonderful! We returned to the beach only to be told that they sold out all the Cabanas and didn't have any for us...even though we had already paid for them! We sat in the blaring sun for two hours before they finally got us cabanas. We later returned to the hotel and I again spoke to Dasi about the room situation. It just didn't sit well with me.This time she actually looked at our account, saw Hunters notes and admitted that our children could move into the room originally reserved for them. My husband and I returned to our room, exhausted by the sun, to rest only to receive two separate calls from the front desk claiming that individuals saw someone on our balcony throwing food off the balcony! As if our visit wasn't aggravating enough, their outrageous accusations only made the stay that more horrible. On our final day we asked for a late check out. The young woman behind the desk explained that staying an extra hour would cost us another $50 per room. We happily obliged. Before she could put it into their system, Dasi leaned towards here and told her, "No. The hotel is full and there is no late check out". Embarrassed, the young lady apologized. Poor customer service, rude staff, outdated rooms, cracked shower floor, sand covered floors in the suite, and the non-existent sound proofing in the rooms made our stay here a horrible experience. As Hilton Honors members, this is one property we would never...