Hilton Garden Inn Visalia — Hotel in Visalia

I would NOT stay at this hotel if you are in a wheelchair. I booked a room with a family member who needed mobility accessible. My family member has mobility issues. We needed to stay on the first floor. When we checked in we were NOT told that the first floor rooms did not have HOT water. We did not know about NO hot water until 9 pm at night when we needed to take a shower. I was told that they were just waiting to see if we were going to have hot water. I can't believe a hotel would do this. It is now 9 pm at night what are we going to do. Tired and already settled in the room. I don't think the hotel placed any other guests on the first floor. We should have been told before we were checked into the room so we could make that decision. I was given a key for a second floor room to be able to take a shower. Next morning we had hot water. My family member decided to take a shower. The shower hose then fell apart while taking the shower with water everywhere. Myself and one other person needed to go to a second floor room to take our shower. When we left the next morning for the day I let the front desk know about the shower hose falling apart so that it could be fixed. We were out of the room all day. When we returned at 5 pm the bathroom shower hose had not been fixed the soaked towels were still on the floor. When I went to the front desk I think they tought it was funny. I then asked if we needed to go to the second floor to take a shower. I was told they would need to check with the manager. I can't believe a hotel would treat you this way. This was such a nightmare I couldn't believe this was happening. I checked out to drive home. After being up almost two days now I needed to drive home a 6 hour drive. I was not going to pack up and go to another hotel. If I was going to pack the car I am just going to drive home. I hate giving bad reviews like this. I will start giving good reviews to businesses that treat you...

As a former Hotel Guest Representative, I knew what to expect going into this stay. I would like to say that they were met, but unfortunately, they weren't. I had made my reservation through a third-party site and had fully paid through them. Upon my arrival, when I was asked to verify the last four digits of my credit card, it was a number that I didn't recognize so I presented my card once again. When I had checked out, I had noticed that my card had been charged twice, once from the third party company and once from the hotel directly. I had called multiple times to get this all figured out and had asked to speak to a manager each time and kept getting the runaround each time of "they're in a meeting right now. I'll let them know to call you back when they're available," or "they're at lunch right now. I'll let them know to call you back when they're available." Not once did I receive a call back from a manager, which was very irritating and frustrating to me. I had called the third party company to see if I could get some assistance to fix the issue and they were able to assist me better than the hotel was. From my experience working at a hotel, we were trained that for any third party booking, since the guest was already charged by the company, we were only to swipe their card for incidentals. This should not have happened and I think it's safe to say that I will not be staying here again anytime soon. I want to give them the benefit of the doubt and say that because they're a brand new hotel there's still a lot of training that needs to happen and they're still learning everything. But from my experience, we're trained early on to make a note of those third party reservations and to only swipe a card for incidentals. Overall, not too pleased with their...

The service here is excellent and everyone was amazing and kind, but I had several issues during my stay that are just not acceptable for a brand new hotel.

First, the thermostat in my room did not control the wall unit. The temperature in the room hit 65 degrees overnight, and I was freezing. The hotel sent someone to check it, but he didn't know how to fix it, so I asked for blankets and wrapped up like a burrito for the first night. Maintenance looked at it the next day, but it wasn't functioning properly and I had to change rooms.

The second room was nice and warm, but without a remote for the television. The 'smart room' controls didn't work, either, so I couldn't use the TV at all.

On checkout, I discovered there was a $20/night charge for parking. Now I have no issue with paying for parking in a congested area or in a parking deck, but this hotel is in the middle of nowhere with nothing immediately surrounding it. I carpooled with a coworker for this trip, so I asked the desk to take it off, which they did. But it seems really scammy to charge for parking at this location.

Finally, there is a powerful odor in the building, which is likely residual from construction. It was especially strong in the elevators and on the second floor. Hopefully that will dissipate soon, but it seriously triggered my allergies and I needed to buy some antihistamines while I was there.

On a more positive note, the food at the restaurant was fantastic and the portions were generous. And again, the staff is all great! I hope they get the kinks worked out because it really is...