Hilton Garden Inn Providence Airport/Warwick — Hotel in Warwick

So we've (my gf and I) have stayed here numerous times in the past and have always enjoyed a quick stop here due to the proximity to the Jefferson speakeasy (amazing drinks btw). We stayed here this past weekend (6/7-8) and after this past weekend, we will never come back. Minutes before our dinner reservations, we noticed the toilet in our room wasn't properly flushing and so I went down to the front desk and the guy who helped me basically wasn't interested. Granted- I know I didn't do a great job initially describing the issue- however he notified me that they had nobody on staff to assist with any issues in the hotel (plumbing, tv issues, anything)- which was a first for me at any hotel I've ever stayed at- and basically said 'im sorry'. Upon returning from dinner, there was still the issue with the toilet so I returned to the front desk where I will say the woman who helped us (she started her shift at 11pm, I forgot to ask for her name) was amazing. She was a true hospitality professional- she said the only thing that could happen would be to switch rooms, which we did, and she gave us comped breakfast if we wanted it the next morning. She said she was embarrassed on behalf of the hotel, which showed she really does care. Anyway, upon arrival to the 2nd room, the toilet also didn't work- the flush literally didn't work. We switched rooms again, and after about 30 mins of being in the 3rd room just unpacking for the 3rd time in 1 hour, the toilet yet again stopped working and the water pressure wasn't doing its job. We switched again- to a 4th room- by this point it was 1am- and we went right to bed. All of these rooms were on the 5th floor, so I'm not sure if it was the floor or what.

We were at our wits end and checked out as soon as we could the following morning. Upon checking out the girl at the desk looked confused why there was so many room keys I was returning, and I said "it was a long night" and instead of asking "oh, what happened? What can we do to help you out?" she was like "oh sorry to hear that, you're all checked out!". Again, not really showing any care. The unfortunate part is I used my Chase points to use this hotel, so I can't even ask for a refund- but a comp'd night at a Hilton location elsewhere would help for the future.

I'm not one to write reviews like this- believe me, I work in hospitality and I know how hard these jobs are are everything- but this was such a jarring experience and 1st time I ever saw this sort of thing happen, where it utterly ruined our anniversary weekend. It was a total waste of my time, points, money, and weekend. That is a weekend we will never be able to get back, and outside of the one woman who did all she could for us- nobody else seemed to care. I should only be able to take away positive memories from these sorts of trips but I'm left in disbelief and a sour taste in my mouth, and a ruined weekend for...

Check-in/ front desk staff was friendly but not a peep out of anyone else throughout the facility. The ruin appeared clean until we started finding items othhe guest left behind like hair pins, scrunchies, business cards & several other small items. Upon checkin i reserved a 2 queen room & they tried giving me a 1 king room for 3 adults. They said they couldn't help me because they were sold out. The lady behind me, in line, said she would swap rooms. She had a 2 queen for only 2 people & they swapped us. Then checked her into a different room. I ask about being sold out & the lady gave me a blank stare. Then on our 3 day stay on the 3rd floor the hallway was not vacuumed one time. The same nuts were in the same location for 3 consecutive days, along with other garbage scattered throughout the hall way. One of the elevators had the same sticky brown substance on the floor for 2 days. Twice we asked for clean towles & we never received them. When we asked the only room cleaner we saw for 3 days he didn't speak or understand English. When we arrived in the room there was no toilet paper, very frustrating after a 4 hr road trip with 2 women & no stops. The comforter on one bed was ripped. The thermostat didn't work. You set the temp on 70* and it was nonstop cooling where you thought you were stranded in the nude in upstate Maine in February. When you set it to 71* it wouldn't turn on to start cooling & felt like it was 105* in Arazona. Finally, we were missing a pillow & the refrigerator wouldn't stay closed & kept coming out of the cabinet every time we opened the door. Some personnel management additions, attention to detail, & managerial oversight & inspection would go a long way. I've stayed here multiple times over the last 4 yrs & this is will probably be my last. Good luck...

I had booked a stay at the Hilton Garden Inn Providence Airport/Warwick on 6/19/18 through Expedia for 7/28/18 – 7/29/18. I arrived at 2pm on 7/28 to see if we could possibly check in early. The front desk agent verified my name and reservation and informed us that there were no rooms available yet, which was completely fine as we knew that check-in was not until 3pm. We went about our day and returned to the Hilton around 8pm and attempted to check-in. The front desk agent tells us that my name is not in the system. He calls over the manager who tells the front desk agent "That's the room we resold", as apparently there was no credit card on file. The manager looks at me and says "We resold that room. We don't have any other rooms available. Sorry." Zero contact was attempted prior to this - no call, no email. The front desk agent we spoke with at 2pm did not let us know that my credit card information was not in the system. I provided my credit card at booking, as it is required. I have no way of knowing that the credit card was not properly inputted in the Hilton reservation system. The manager did absolutely nothing to help us, she did not even offer to help us book a room at another hotel, which at that point would have been the least she could have done. We were coming from over 4 hours away in NY. To say that we were upset was an understatement. I understand that I booked it through Expedia but to not even attempt to contact me or Expedia regarding my reservation and instead reselling my room is just unbelievable, especially since we had already been to the hotel earlier that day! I am cognizant of the fact that Hilton is in this business to make money, but you hurt a customer in the process. It is completely unacceptable for any business in the hospitality industry to...