Hilton Garden Inn West Palm Beach Airport — Hotel in West Palm Beach

Let me jus start out by stating that I am an Army Vetran, single mother, and hard working....I usually stay in boca at the hilton garden inn when I travel ALONE from Orlando to work in south florida for a few days because I always have the same great experience there...however this trip I was mostly in Palm beach so I decided to give this location a try.... Pleased believe that I hate that I have to leave this review but I have to warn people, especially FOR WOMEN TRAVELING ALONE ,,,,,,,The rooms and the hotel is very clean and inviting and my check in experience was great. WHen I got back to my room for the night it was like 9-930...however around 11-1130 there was knocking on my door... I thought my guest was early so I opened the door, however I opened to a clearly intoxicated gentlemen who was dressed as if he were a maintenance or a staff member...... he spoke broken english so I coudlnt under stand him completely but he had a yellow sticky not with a room number on it (not mine) im sure the intoxication had a lot to do with that part....he was very forceful verbally and was saying words like check out now, and no pay....he was speaking a mix of drunk english and spanish but I started to feel uncomfortable and I closed my door on him quickly. This was very uncomfortable for me and my only mistake is that didnt report it right away...I did however at chec out tell the female at the desk the series of events so that if they have a staff member drunk at work they should address it..... she then tels me no we dont have anyone here matching that descrition and that i should have reported tht right away....I agree looking back but at the time I thought he was an employee so it could wait until morning...that and I have PTSD and anxiety so unfortunately thats how I responded.....HOWEVER WHAT IS NOT ACCEPTABLE.....is for that same employee to then tell me when I made a complaint after getting home and reflecting on the situation tell me they didnt see him on their cameras so he wasnt there....and because they dont have an employee matching his description that I am mistaken about the entire experience so they will not be doing anything to accommodate for my experience.. So because hes not an employee I made the whole thing up? NO MAAM, youre the liar so I notified her I will seek legal representation and handle it that way because I shouldnt have to pay for a potential unsafe experience period.... she did not check cameras or they dont have any in my area because shes a liar I know if they checked cameras in the hallway it would be there clear as day.... this response is not ok so I will be taking this as high as I can.... so women who stay here...

Subject: Urgent Complaint – Unsanitary Conditions and Poor Service at Hilton Presidential Suite||||Dear Hilton Corporate,||||I am writing to formally file a complaint regarding my recent stay at your Hilton location. I reserved the Presidential Suite expecting a luxury experience, but instead encountered conditions that were completely unacceptable for any hotel, let alone Hilton.||||Upon arrival, my room was not ready. After waiting 10–15 minutes, I was checked in by Aaron. Once inside the suite, it was immediately clear the room had not been properly cleaned or inspected. The suite smelled strongly of cigarettes, the handle was broken, there were handprints on the wall, and trash was left behind.||||Later, when returning to the room, we discovered the odor persisted. After investigating, we were horrified to find a used condom with semen inside and vomit inside the trash can. There was also vomit smeared on the bathroom walls. This is not only unsanitary but poses a serious health hazard. Shockingly, maintenance proceeded to hose off this waste in front of the hotel, further spreading contamination.||||We attempted to resolve this on-site. Aaron advised Wendy would speak with us, but she stated we were not her priority since she had “other guests.” As paying guests ourselves, we found this response unprofessional and dismissive. At no point was proper compensation or service recovery offered. We spent significant money for a premium suite and were left with an experience that was unsanitary, unsafe, and deeply disappointing.||||Additionally, Aaron himself admitted he was “tired,” which is not an appropriate way to address guests. Wendy was dismissive and unhelpful. This level of service is far below Hilton standards.||||Given the severity of these conditions and the complete failure of management to address them, I am requesting the following:|| 1. A full refund for my stay.|| 2. A follow-up phone call from corporate to address this matter.|| 3. An internal investigation into the staff conduct and cleanliness standards at this property.||||If this issue is not properly addressed, I will have no choice but to escalate further, including reporting the health code violations to the Florida Health Department.||||I chose Hilton because of its reputation for quality and excellence. Unfortunately, this experience was the exact opposite. I strongly urge corporate to take immediate corrective...

We stayed here the night before our cruise out of Port of Palm Beach and again the night we disembarked. What a great hotel! The staff was amazing each night.

The first night I happened to be “guest of the day”, which was super fun. Laurie checked us in - and even though we were early she made sure we were all set and got us into a room quick - she even upgraded us to a suite for the night just to get us settled! She gave us great advice on what to do and eat for the night, as well as checked in on us while we were out and about in town via text. Thanks to Laurie we tried Sloan’s ice cream and we’re not disappointed. Her customer service was top notch and she was very welcoming after a long flight down.

We also had a drink at the bar and Ashley was an absolute delight. She was so fun to talk to - gave us recommendations on where to go and what to eat. She also made sure she made our drinks just right and to our liking. Really loved her vibe!

Our shuttle driver of the first day/night, Mike, was great. He also gave us a ton of tips - including an amazing restaurant recommendation (El Camino). He was very friendly and personable and went above and beyond.

On our second night stay, we got in super early from the cruise. Esther checked us in and let us leave our bags so that we could head out into town. After getting breakfast and walking around for a few hours, we needed to go back to the hotel to rest. When we came back, Missy greeted us as if she knew us already. Our room wasn’t ready, but she welcomed us to sit by the pool or the lobby and just relax where we needed. We hadn’t been sitting outside by the pool for more than 5min when she came out and said our room was ready! She called housekeeping and asked them to prioritize our room - and conveniently they had just finished cleaning it! It was a welcome reprieve from the heat and sun.

Both nights the rooms were spotless. Clean and comfortable. What more can you ask for? Oh and close to the airport - so perfect for our 8am flight home!

Thank you to the staff at Hilton Garden Inn West Palm Airport for making our two nights here easy and...