Hilton Garden Inn Cincinnati/West Chester — Hotel in West Chester Township

Part of me wants to rate this as a 2.5 because of the hotels approach to housekeeping and other simple amenities. The hotel is nice, clean and rooms comfortable. The location is great. You can walk to some food (Starbucks etc...) ||The evening front desk associate (did not get her name) was very personable. The room rate was very reasonable on par with other hotels in the area. And based on the rate I am in no way expecting 5 star luxury service.||||But here is where my dissatisfaction starts...I am very sympathetic to the challenges hotels are facing with respect to labor shortages. And, to be fair I am more than willing to forgo daily housekeeping-I truly prefer not to have daily service; but please make that willingness to accept less than full service easier. Servicing daily at this price point does not make great business sense. But since you are not going to service my room daily or every other day, provide me with more than 1 set of towels per person, provide the room with a hamper to place the used wet towels so they don't have to lay on the floor, make sure the garbage cans in the room are ample to handle the typical waste generated, provide me with enough shampoo/soap/lotion and TOILET PAPER for at least part of my stay, and since I need to make my own bed PLEASE put the correctly sized fitted sheet on the bed . The hotels policy is to service the rooms every 4 days BUT they will service it more frequently (per the front desk) as long as you request by a specific time the prior day. Sure I could have requested this at check in (which I suppose I need to start doing if I want a reasonable supply of towels etc..). but I am trying to do my part to ease the burden the labor shortage has created for the hotels. I don't want to have to return to the front desk to get more shampoo/soap, toilet paper and another set of towels. Surely, the hotel can put a towel drop (like in gyms) on each floor so you can drop off your used towels etc...||My final complaint is not having FREE filtered water available. The hotel gave us 2 small bottles at check in but subsequent bottles cost $2/bottle. Yes, I could go to the local Kroger and buy water but many hotels now have water stations (like they have in airports )to refill your water bottle for free. Seems logical, cuts down on waste and I think if I am paying for a room that is a reasonable expectation.||Will I return to this Hilton Garden Inn? Maybe? But there are many options in the same...

After driving five hours to this hotel and getting in and having issues right off the bat, I have nothing positive to say except for the part of walking out the door to leave. When we had gotten in the woman who helped us check in seemed like she had a good understanding on what she was doing, unfortunately we were mislead. She had told us the continental breakfast was free and that there were two others that had to be paid for, she then charged me for the room, got us our room keys and we were set. Getting into the room everything was good for the night. The next morning we got up and our shower head was broken and not working properly, we called on it and waited but heard nothing. Seeing on how we were on a time crunch we called and told them not to worry on the shower, we went downstairs to what we were told was a free breakfast and as we were wrapping up eating a man came and sat down a bill on our table with a pen without saying a word and walked away, I was surprised by how rude that was and how I had a bill from what we were told was a free breakfast. I had brought it to the counter and spoke with a new receptionist there and explained what had happened, she comped the meal for us and then I had brought to her attention that I was charged $222 for the room one night, the woman we spoke with when we came with over charged me. The receptionist we were speaking with then was even shocked and said she was so sorry and doesn't understand how anyone could have made such a mistake, she told us it will be refunded once we leave (which I do understand it takes more than a day) so I told her thank you, and I will be watching for that and she said any further problems to call our manager. I stayed on the 12th and it is now the 16th, and my card got charged by them a second time around for another room, I have called the manager and I am still awaiting a response and an explanation, I have never been so disgusted with a hotel in my life. I will not be using this hotel again, and do not recommend...

One of the reasons I stay at Hilton hotels is that I know what to expect when I select a hotel. In this case, the experience here was not typical in few instances. Let's start with the good. The lobby area is well lit and have comfortable spaces to gather and share with family. This is one of the reasons I choose the Garden Inn line. When traveling with family or a group you want to be able to socialize in a comfortable space. The bar service was exceptional including top shelve liquor and a nice selection of other drinks and the food they're surprisingly good. I recommend the wings with sweet chili. The Chicken Fingers were also very good. Most staff members were extremely helpful and nice. The free water as welcome and per request made a tremendous difference each night. Now to the not so good. The pillows were not what I am used to in this line of Hilton. They offered no support and you just sinked so far into them that the corner would partially cover your face. The comforter and linens were also not as expected. They felt cheap and definitively not warm. You may want to bring your own pillow unless they are replaced. I had two room and was traveling with 3 seniors. We requested daily maid service and the request was encountered with displeasure. After my dad reported the reaction, I asked the following morning and was given the same reaction. I proceeded to explain that when traveling with seniors, a daily cleaning is most appreciated...I should have not had to explain that! It feels that what was an expected service before the pandemic is now an unwanted request. The air-conditioning units are very loud each time that they start. I recommend you run the fan continuously (there is an option for that on the thermostat) to reduce the variation from silence to airplane...