Hilton Garden Inn Wooster — Hotel in Wooster

This hotel is overpriced and the staff is rude. I have spent 10 years traveling with work. For my son's 12 Birthday, which falls on New Years. We wanted to have some of his friends for a party and swimming. I chose the Hilton Garden Inn of Wooster thinking it would be nicer. I explained my plan to the front desk asked pricing, let her know how many kids would be there to ensure I had enough rooms. We had 3 adults and 7 kids , one of which was in a wheelchair. Our first experience was with the extremely rude staff. James the front end manager would not allow my friend to check in and decorate one of the rooms for my son's arrival. This was something I had discussed with the lady on the phone that helped me with the reservation. She had told me it would not be a problem. It was. We were also charged close to 50$ more than what I was told on the phone. Explained to us rudely that that was for incidentals. Every question asked was answered with an attitude. It was very apparent that the manager did not want to be there or help us have an enjoyable stay. The pool was tiny compared to less expensive hotels... The room it was in was small and loud due to echoing. The hotel hallways were filthy as if they had not been cleaned in weeks. The beds were hard and uncomfortable. The breakfast that was included in our stay was nothing but stale cereal, bagels, and fruit. The chef was not in so the hot breakfast was not served. The restaurant was closed, on New Years Eve!! The extra charge to my room that was for damages. Became a cleaning charge. We had A lot of trash and towels. We bagged up all of our trash and put all towels in a pile. In 100s of stays over the years I have never been charged for cleaning!!! Any cleaning done to that room needed to be done because that's what you do to a hotel room after it's been used. You clean it!!! I called after I saw the extra charge refunded then recharged on my credit card. My call was made 01/01/2022 I left the message for Jenifer the General Manager. I did not receive a call back till yesterday it was from James the same gentleman that was extremely rude to us when we checked in. Poor customer service. Not as nice as Comfort Inn( behind them). Terrible experience. Then the manager can't even call me to discuss the issues I had with the extra charges or behavior of her " Front End Manager". "Grandma" my sweet little momma came in to drop off the birthday boy and pointed out on her own how rude James was. I spent my weeks up through Christmas walking 15 miles a day through whatever weather came my way 6 days a week. Some over 12 hours. I understand the whole shortage of staff and having to do everyone else's job and live at work. What I don't understand is being rude and condescending to paying guests. A tired mom and some little kids , who through together a quick bday party 🥳 while walking through Wooster in the rain. The girl who I spoke to ,to make my reservation was very kinda. It was apparent she was new and therefore didn't give me all the information I needed. She left the phone to speak to the manager a few times. Behavior like James is will take this new sweet employee and scare her off. Mark my words. It's much easier to treat your customers with kindness and respect. Then to have to deal with an...

Our “go-to” hotel officially became last on our list! We visit Wooster several times a year and for the past handful of years have always chose Hilton Garden Inn. Unfortunately though, that quickly changed on our March visit. ||The hotel is undergoing construction and has been for quite some time now. This has resulted in nearly half of the right side of the parking lot being blocked. We visited pulling a trailer and had no way of getting turned around when in the back parking lot.. and no parking without blocking other guests in. When we noticed this, we visited the front desk to only be greeted by a super rude employee who acted like she had no time to deal with us.. We asked if we could park beside of the dumpster and she quickly told us that we could leave our trailer unattended on the “ramp” which was the main road coming in from the nearby gas station. Upon this statement, the General Manager stepped in and was worse than the first employee. She offered no apology, no solution and no response other than to tell us to cancel our reservation, wait 72 hours for a refund and to find a different hotel. ||Fortunately, the Comfort Inn next door was more than gracious. After hearing about our incident, they treated us so kindly and were so caring. They made an effort to walk out and help us park somewhere safe.. even to the point of making sure we were in surveillance camera view. They gave us a room that was easily accessible from our parking and that had a window view of our truck/trailer. They gave us a discount, offered free breakfast (which you must pay for at Garden Inn), had free cookies/drinks/coffee and it was clean, quiet and the best stay that we have had while visiting Wooster. ||We felt unwelcomed, not valued and basically talked down to by the Garden Inn staff and don’t plan to ever return. ||If visiting, do yourself a favor and go with Comfort Inn next door. Not only will you save money, but you will leave feeling like your business was...

I don't think they're used to it being as busy as it has been the last couple days. Management is not really on top of stuff: rooms weren't serviced, so I had to use my personal laundry bag to return towels in trade for new towels. Beds weren't made but I did it myself. The restaurant is more of a short-order type of place but there is a bar so that's nice.

This place is typical of a motel but I trusted the Hilton to be an actual Hilton. This one is more of a motel type situation. The dryer was broken so they sent us to the Comfort Inn next door to do laundry. I would have saved money going to the Comfort Inn or the Hampton Inn & Suites in Ashland, which was my actual destination but I stayed in Wooster for the Hilton. This is not a "real Hilton," more like "Dollar General Hilton." Maybe a franchise issue or, like I said, they were way busier than usual due to the tornado. Every Lineman in the Great Lakes was out here fixing the damage. They were really hawt and sweet so I wasn't too irritated about that.

The staff here is fantastic. They really bend over backwards to make it a good experience (within their ability). I was hesitant to review because I don't want any of those beautiful people hassled. I guarantee it's a greedy owner/manager who doesn't hire enough and/or pay enough so they can skim as much $$ as possible from their little enterprise.

MGMT: DO NOT give your staff horse apples about this review. They're fine. YOU need to staff appropriately and give them the resources they need to do the job to the best of their abilities. I know y'all are renovating and that's expensive, but in the end it's the people that make...