Hilton Garden Inn West Palm Beach I95 Outlets — Hotel in West Palm Beach

This hotel was one of the worst I've ever visited. Well, I should say, one that has the Hilton brand associated with it. The noise level here was through the roof.. Very annoying. The room doors close behind you, actually slams behind you. The guests here have no common courtesy, instead of pulling the door shut, they allow it to slam shut. We were on the 6th floor at first, couldn't take the noise, so we asked to be moved to another room. There was a guy in the room next to us, talking and yawning very loud. Couldn't believe that we can actually hear someone yawning in another room. Moved to the 9th FL, absolutely nothing changed. My wife and I came back one day, we walked in, we see that the employees were huddled up, close to the office, just looking at us. We get to the elevator, my wife asks," babe, the elevator's not working "? Then, one of the employees says " oh yeah, the elevator's out. Remember, we're on the 9th FL, we'll have to walk up. My wife overhears the female employee telling a white couple that they will comp their stay because of the elevator. Every white couple that came in, she told them that they will be comped for the inconvenience. Remember, she just looked at us walking in to the hotel and said nothing. I asked the other employee why aren't we being comped as well, why is it just a select few ? Everyone should be comped for their inconvenience, not just a few. He said that we need to ask her. Can't remember their names but, think that they were managers. My wife and I ended up walking up 9 flights, with a duffle bag and bags of food. Five minutes after entering our room, there was an announcement stating that the elevator is now working. I've never experienced anything like this at a Hilton before. This one left a bad taste in my mouth. The only good thing about the hotel was the food service workers and some of the front desk employees as well. Front desk : Three standouts. Again, can't remember their names but, one who checked me in, one who moved me to the other room and another one who wore glasses. Food: Tiffany, Mike. There was another bartender for my last two days who was very good. And, last but not least, the chef for the morning breakfast. All in all, most of the employees were professional, with the exception of a few. We won't be visiting here again and will definitely not recommend this...

The Good The room was clean, the restaurant manager the night we arrived was super polite and the fries I ordered right before kitchen close came out hot. Additionally, the cleaning service handled the room cleaning each day. The room, most staff and location were really good.

The BAD A colleague and I were recently in West Palm Beach for meetings with a business client. We reserved two (2) rooms, one (1) room each for our trip, scheduled Monday, 3/13 thru Friday, 3/17 at the Hilton Garden Inn West Palm Beach at the Outlets, 1675 Palm Beach Lakes Blvd. Following our meetings on Tuesday, 3/14, we realized that we would not need to remain in Florida after Wednesday, 3/15. The afternoon of Tuesday, 3/14 we stopped by the front desk to inform the hotel, we would not need to stay Thursday night and would like to revise our reservation to cancel the Thursday night stay. The attendant at the front desk was extremely polite, but informed us that the reservation could only be changed by the General Manager, Michael Kelly. Additionally, she let us know that he would be in between 7A and 4P the following day, Wednesday, 3/15. The morning of Wednesday, 3/15 we stopped by the front desk around 745A and the General Manager was not in yet. During the day my colleague and I called Hilton Honors to get some additional assistance. Hilton Honors informed us they could not assist in changing the reservation and we needed to contact the hotel. Following the interaction with Hilton Honors my colleague was able to speak with Michael Kelly regarding the stay change. Michael informed my colleague he would not edit the stays and cancel the last night, the hotel is extremely busy during this time and we would be charged the entire last night room rate. After some discussion, Michael agree to reduce the last night charge to an arbitrarily agreed to amount of $150. However, when my colleague and I checked out we received charges for the full night rate. Michael Kelly, the general manager, is out of touch with business travels, shows a general disregard for customers and based on the last night full charge is clearly not true to his word.

Warning I WOULD NEVER STAY AT THIS PROPERTY or a WESTMONT HOSPITALITY PROPERTY AGAIN!!! Rude and uncaring manager with zero regard for customers. As a note, my colleague and I are both Hilton Honors...

I want to provide feedback regarding my recent stay at your property. I booked a double room from April 17–22 and prepaid in advance, making the reservation non-refundable. Due to flight delays, I arrived on Friday, April 18. Unfortunately, my experience from the moment I arrived was disappointing enough that I chose to leave a day early, on April 21.||Upon entering the lobby, I was met with an unpleasant stench that made the space feel uninviting. Once I checked into my room, it became clear that the property was not well maintained:||The cover for the box frame was visibly dirty||The desk chair was broken and wet||There were dirt spots in the bathroom and other signs of poor cleaning||This was surprising and disappointing, especially considering the property only opened in 2019. I had expected a more up-to-date and better-kept environment.||That said, I want to acknowledge that the front desk staff was helpful and attentive, which I appreciated.||On the evening of April 18, I attempted to sit in the lobby but was unable to because all the sofas were covered in dog hair. The same hair was still there the following day, which made it evident that the lobby hadn’t been cleaned overnight. I mentioned it to the front desk, and someone was promptly sent to clean the area.||The most positive part of my stay was the gentleman managing the bar (I regret not catching his name). He stood out for his professionalism, attention to detail, and cleanliness—especially in maintaining spotless glasses and keeping the bar area tidy. He was a strong asset to the team.||In contrast, while sitting in the bar area after hours, I offered to move out of the way for the cleaning staff. The woman told me I didn’t need to move but made no effort to clean the crumbs I had pointed out, which speaks again to the low standards of cleanliness.||Despite the hotel’s excellent location and a few standout team members, I was ultimately too dissatisfied with the condition of the property to continue my stay and chose to leave on April 21. I hope this feedback encourages management to reevaluate the maintenance and housekeeping procedures so that future guests can have a...