Hilton Garden Inn Winston-Salem/Hanes Mall — Hotel in Winston-Salem

Checked into the Hilton Garden Inn Winston-Salem near Hanes Mall & was greeted by a friendly front desk team. I always check in digitally but prefer a physical key, & they had it ready. There was no acknowledgment of my Hilton Gold status. What stood out more was that nothing was mentioned about hotel amenities—no info about breakfast or dinner, no mention of the bar, & not even a quick note on which direction the elevators were. Still, it's a basic courtesy.||The property looks pretty good overall. The hallways were clean & had some character. The room has a little foyer area with an ironing board, iron, shelving, drawers, & a luggage rack. The bathroom is to the right—clean, with a hair dryer, bar soap, extra toilet paper, decent-sized towels, & towel racks on both the door & wall. There’s even a night light built into the bathroom outlet that you can toggle.||Across from the bathroom is a coffee/microwave/fridge station. The Keurig coffee maker came with two Maxwell House house blend pods, one decaf (not Maxwell House), & one generic tea pod. There were also sugar packs, some fake creamer, & a plastic stir stick. The coffee maker wasn’t filthy, but it had visible coffee residue in the brew chamber & around the needle area. The tray it sat on had a little debris, & the microwave had stuck-on food on the tray & interior walls—not clean.||Room lighting is good, with various overhead & lamp sources, including USB ports at the desk & between the beds. The built-in TV shelving was useful, & I liked the little table & soft chair in the corner.||Unfortunately, cleanliness fell short in high places. Thick dust had built up on the top edges of picture frames over the bed & desk, on the bathroom picture, & above the closet area. You could rake it into piles—clearly untouched for many months.||The most concerning issue was the bathroom ceiling. Overnight, something degraded or broke loose above the tub—a large circular stain or repair area started shedding debris into the tub. I reported it to the front desk, who were apologetic & professional. Since I was checking out the next day, I declined maintenance but asked them to flag the room before re-renting it.||Another small maintenance note—the bottom edge of the bathroom door shows clear signs of moisture damage. They might consider installing one of those protective slide-on door bottoms to prolong the door’s life & appearance.||Despite these issues, the overall room cleanliness was decent. The bathroom corners were clean, floors swept & mopped—the room gets regular maintenance. The dust above the 5½-foot level is the biggest oversight.||There is a bar & restaurant area downstairs, but I didn’t try anything. I believe there’s a dinner setup of some kind, but it’s unclear—no one told me, & the hotel website is unhelpful. It doesn’t mention food offerings or amenities accurately, & the Wi-Fi splash page should really be updated to reflect what's available. There wasn’t even any information in the room about food or bar offerings—just a vague “buffet” sign downstairs with a price. Guests should be informed at check-in about breakfast, dinner, & other amenities, especially when they’re not listed online or easily found in the room.||At checkout, the front desk was once again super friendly & professional. As it happened, the maintenance man was standing nearby, so I brought it up again. There was no record of it—he’d checked the log & found nothing, & the front desk agent couldn’t find anything either. I explained that the night before, I had reported it to the young man at the desk, who wrote it down—but apparently the ball got dropped somewhere.||On the plus side, they do offer complimentary coffee in the lobby, which is nice. Their snack & beverage area is well-stocked, with healthier options. They also have a full bar & a food area, but I still have no idea what food they actually serve. It seems like they’re not really promoting their food...

Checked into the Hilton Garden Inn Winston-Salem near Hanes Mall & was greeted by a friendly front desk team. I always check in digitally but prefer a physical key, & they had it ready. There was no acknowledgment of my Hilton Gold status. What stood out more was that nothing was mentioned about hotel amenities—no info about breakfast or dinner, no mention of the bar, & not even a quick note on which direction the elevators were. Still, it's a basic courtesy.

The property looks pretty good overall. The hallways were clean & had some character. The room has a little foyer area with an ironing board, iron, shelving, drawers, & a luggage rack. The bathroom is to the right—clean, with a hair dryer, bar soap, extra toilet paper, decent-sized towels, & towel racks on both the door & wall. There’s even a night light built into the bathroom outlet that you can toggle.

Across from the bathroom is a coffee/microwave/fridge station. The Keurig coffee maker came with two Maxwell House house blend pods, one decaf (not Maxwell House), & one generic tea pod. There were also sugar packs, some fake creamer, & a plastic stir stick. The coffee maker wasn’t filthy, but it had visible coffee residue in the brew chamber & around the needle area. The tray it sat on had a little debris, & the microwave had stuck-on food on the tray & interior walls—not clean.

Room lighting is good, with various overhead & lamp sources, including USB ports at the desk & between the beds. The built-in TV shelving was useful, & I liked the little table & soft chair in the corner.

Unfortunately, cleanliness fell short in high places. Thick dust had built up on the top edges of picture frames over the bed & desk, on the bathroom picture, & above the closet area. You could rake it into piles—clearly untouched for many months.

The most concerning issue was the bathroom ceiling. Overnight, something degraded or broke loose above the tub—a large circular stain or repair area started shedding debris into the tub. I reported it to the front desk, who were apologetic & professional. Since I was checking out the next day, I declined maintenance but asked them to flag the room before re-renting it.

Another small maintenance note—the bottom edge of the bathroom door shows clear signs of moisture damage. They might consider installing one of those protective slide-on door bottoms to prolong the door’s life & appearance.

Despite these issues, the overall room cleanliness was decent. The bathroom corners were clean, floors swept & mopped—the room gets regular maintenance. The dust above the 5½-foot level is the biggest oversight.

There is a bar & restaurant area downstairs, but I didn’t try anything. I believe there’s a dinner setup of some kind, but it’s unclear—no one told me, & the hotel website is unhelpful. It doesn’t mention food offerings or amenities accurately, & the Wi-Fi splash page should really be updated to reflect what's available. There wasn’t even any information in the room about food or bar offerings—just a vague “buffet” sign downstairs with a price. Guests should be informed at check-in about breakfast, dinner, & other amenities, especially when they’re not listed online or easily found in the room.

At checkout, the front desk was once again super friendly & professional. As it happened, the maintenance man was standing nearby, so I brought it up again. There was no record of it—he’d checked the log & found nothing, & the front desk agent couldn’t find anything either. I explained that the night before, I had reported it to the young man at the desk, who wrote it down—but apparently the ball got dropped somewhere.

On the plus side, they do offer complimentary coffee in the lobby, which is nice. Their snack & beverage area is well-stocked, with healthier options. They also have a full bar & a food area, but I still have no idea what food they actually serve. It seems like they’re not really promoting their food...

As a Diamond member and a longtime Hilton hotle customer, this was by far the absolutely worst experience I ever had. On the day I was to check in, I received a call while at work informing me I must show my government ID and travel orders (the Federal Government agency I work for does not provide travel orders) or pay with my government credit card in order to keep the Federal Government rate I booked. I informed the associate that I never had a request like this throughout all the many years (over 25 years I have been affiliated or working directly in the Federal Government as a Marine or civilian employee). I was informed this was a new policy due to guests booking the Federal Government rate without credentials, although this was never required in the past.

I spoke with the MOST RUDE Assistant General manager I have ever met in my life (Reuben), who informed me that if I am not willing to provide the required information, my rate will be changed to a regular rate. A few minutes after hanging up with Reuben I received a notification that my hotel reservation was canceled (WHY!!!!!). I immediately contacted the hotel back, requested to speak with the disgusting and most disrespectful Assistant Manager, Reuben, who informed me that he canceled my reservation because I did not have the proper documentation to support reserving a Federal Government rate. How was my documentation verified when I did not check in yet?!!!!! After requesting that my reservation be added back, I end the call with Reuben.

Upon checking in I was greeted by two pleasant employees, one of which was the person that called earlier in the day to inform me of the Federal Government rate documentation requirements and another that had just started working there that day. I informed them of my experience with Reuben and the apologized profusely, stating that I should not have been subjected to that. I asked if the General Manager (Greg(g) was available and they informed me he was gone for the day but would be in tomorrow morning; however, during my most unpleasant exchange with Reuben, I was informed the General Manager was out of office until next week (he blatantly LIED to me). The front desk associates informed me that they would relay my concerns to Greg(g) and get him to contact me (this was in addition to me sending Greg(g) an email).

After my two day stay and several requests for Greg(g), the General Manager to contact me regarding this horrible experience, I have yet to hear back from him (stayed at the hotel May 6-8). This is unprofessional, shows the lack of care for the valued guest, and lets me know that I would NEVER RECOMMEND ANYONE TO STAY AT THIS HOTEL EVER!

Highly Disappointed Hilton Honors...