Hilton Garden Inn Winchester — Hotel in Winchester

We asked for a (mobile accessible?) room because I had just been discharged from the hospital after shoulder surgery and was looking for a few days' rest for my husband and myself, as well as to help me to mobilize, until we could finish getting our home ready for my postop needs. While I appreciated the MANY grab bars in the bathroom, it did not have the RAISED TOILET we were supposed to get. And while the bed was quite comfortable, it was VERY DIFFICULT getting in and out of bed BECAUSE OF HOW LOW THE BED WAS TO THE GROUND (NO BOXSPRING???) Also, minimizing ( NOT ELIMINATING) that

BLARING ALARM, (for hearing impaired), every time the hallway door is opened, would have made our stay more tolerable.

My only other criticism I have has to refer to what I can only think of having some cost cutting motives by Hilton. But not providing a small pad of paper ( a couple post-its, that can easily be discarded on discharge, if covid is a concern, and a small pencil ( as used to be provided), would have helped us much more than having us leave, thinking that Hilton, a very highly rated hotel chain, are cutting corners to save small change at the expense of their reputation. Another example (although Hilton may not be responsible, bec. the in- house restaurant is not nec. Hilton), is we were requesting toast for breakfast ( take out, to the room), but given only ONE SLICE! Again, appears to be pinching pennies, just to be cost effective. I hope this evaluation helps: question whether we will return.

In answer to your reply, perhaps I was not clear enough about my situation. I was declared physically disabled by the Federal Government in 2022, due to spinal injury: I have since been in permanent use of a walker, and more recently, a wheelchair, due to further fractures, as well as dealing with limitations in mobility, due to the recent surgery. And while my husband can usually assist me in getting from bed to wheelchair, it was VERY DIFFICULT for him to get me standing FROM YOUR LOW BED, ( see my picture) OR STANDING FROM YOUR COMMODE, something I would not expect from furnishings in an "accessible" room. I do not think your answer of my getting a "standard" room would have been in any way helpful; perhaps if you discussed this situation with your other manager, Marvin (who was at the front desk when we were leaving, who we spoke with about this situation and who seemed to have a clearer understanding of our problem than you do) : he said he would check this with your team ( esp. about the missing box spring?!) ( YOU MAY ALSO WANT TO REVIEW your responsibility with regards to THE AMERICANS WITH DISABILITIES ACT (ADA, TITLE III) ( State and federal laws give people with disabilities the right to access everyday activities, such as buying items in a store or staying at a hotel)

As far as OTHER items missing or shortchanged during our stay: staff only left 2 towels for bathing ( we were there 2 days) and no floor bathmat, for getting out of the tub (preventing falls on a slippery floor!) (yes, we asked for and received extra pillows and a blanket, but difficult to obtain bathing needs when you are already bathing!) Hope this helps clarify...

I’ve been a member of Hilton family hotels for more than 20 years and stayed at many different hotels. Though, I never stayed at Garden Inn simply because they do not provide a complimentary breakfast and you have to pay for breakfast somewhere else which in return makes the stay at the hotel more expensive. I’ve decided to try this one as it is conveniently located, has an indoor pool and it looked nice. So, I booked it for two nights. I called ahead of time and inquired regarding bedding as it is important to me that the linen will be 100% cotton. I was assured that all linen are 100% cotton and regarding a breakfast we would get a voucher in case we’re a gold or diamond member. I reserved the King Suite, probably their most spacious room in this hotel, which was actually not very specious at all. I wanted to make sure that there is a living room area with a desk that is separate from the bedroom. While it was correct, the living room was very small, especially if the sofa bed is open (we were 3 people in that room). Also, there is not enough lighting in the living room. Because it does not have a window, it has to be appropriately lit. The desk and the lamp at the desk were not sufficient to lit the entire room. I was very disappointed to find out the linen are NOT 100% cotton, but a cotton blend of 60% cotton and 40% polyester. The front desk person that answered (I think her name is Anne) did not provide me with the correct information. Their pool is unbelievably small (the size is just a tad more than a hot tub). I also had to use their laundry machine and dryer and the front desk does not provide with complimentary laundry detergent, like in other hotels I stayed in. But that’s fine. Though, I was disappointed that their dryer machine does not work well. I did not have a full load and had to put the dryer twice and still my clothes were wet. My main complaint is about breakfast that the front desk person included for free in our stay as the price of the room per night was quite expensive. It worked for the first day. But the second day they charged money to our room even though they had me on their list as having the breakfast included. I spoke afterwards with Anne and she assured me that the hotel manager will credit my account for the amount that was charged (it was around $43). I spoke with Anne about this at least 4 times and every time she assured me that I just missed the manager and that she will do it as soon as she’s back. Well, it’s been more than a week after our stay and at least 4-5 calls regarding this. Still, no results. Anne told me that they will compensate me for the other issues I reported (like the linen, very dark living room, not working dryer machine, but nothing happened. I am very disappointed with the service and incompetence of the receptionist and gave my stay a 2 stars rating. I decided about 2 stars, and not one, only because of the first front desk guy that was very nice and welcoming. But overall, I will never stay again at...

I literally saw how a police officer wrote a ticket for one of their employees, his supervisor did nothing to prevent it and just to find out the next day he got fired? I think you should prepare people for this kind of instances and make these type of tests when there’s not a lot of guests coming in because that says a lot about you. Not having everyone prepared, not even tried to help your agent and at least assist him so you as a company can prevent paying a fee for that and at least helping someone keep their job even though they did a mistake. For what one of the workers there told me, the kid is going to court and I bet you wont help him at all. I’m used to have Hilton Garden Inn’s as my go to hotel every time I’m out of the city, but this? That’s a no for me now. The head of housekeeping, Cerelle, should now the time and place to run her mouth along other of her coworkers, it’s disgusting the way she bad-mouths guests or coworkers, she should at least learn how to keep her mouth shut during her shift and talk bad about everyone else at least outside her working hours or far away from the hotel.

Now the rooms, the lobby looked so good and welcoming, but once you get to the elevator, go down the hallway and into your room the bar goes lower than hell, it’s not even that the rooms are outdated but the lightning everywhere is so poor, yellow lights, the carpet and the wall colors make me sick to my stomach and feel as if I’m in a hotel from the 80s or something like that. HGI’s are known so the guests can have a more VIP experience at a low price, but at this point Hampton’s are taking the lead on that. I just got out of a Hampton and I payed a lower and better price for a room that has a kitchenette that is pretty useful if I’m staying 3+ nights and I would like to prepare my own food than an overpriced “King Junior Suite” with a sitting area that we all know you are not even going to use.

Lastly, treat your employees correctly, front desk agents, kitchen staff and housekeepers, for what I talked with them, they are just overworked and barely appreciated for their work. Be prepared when someone goes undercover or at least train your employees to not give a lot of information about your establishment if you want to avoid this...