Hilton Garden Inn Casper
🏨 Hotels & Travel · Casper
total experiences
replied on google
Most reported issues
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Experiences
broken room doors and unhygienic shower conditions
Business reply on Google
Jonathon, Thank you for your feedback. We strive for excellence, but we are not perfect. I will of course work with our guest service team about how the respond to guests. I appreciate your continued support of our hotel.
Room was occupied and replacement room had a smoke odor
The hotel room had dirty floors and blood-stained bedding.
Business reply on Google
Hello Connor - We regret to learn that this experience does not reflect the standards we set for ourselves. We understand how important it is to keep our rooms properly maintained. Please reach out to us at https://help.hilton.com/s/contactsupport so we can look into this further. We value your loyalty as a frequent Hilton Hotels guest, and we hope you give us another chance to welcome you back in the future.
Dirty room, broken television, and inadequate customer service resolution.
Business reply on Google
Hello Chauncey, we're sorry to hear about the issues you encountered during your stay. It's concerning to learn about the condition of your room and the challenges with the TV and front desk support. Please know that this issue is being looked into. We encourage you to contact https://help.hilton.com/s/contactsupport and (307) 266-1300 to provide details about your booking and discuss your concerns further. Thank you for your feedback, and we hope to have the opportunity to improve your experience in the future.
The hotel room was unclean and the staff was unprofessional.
Business reply on Google
Hi Joe, we're truly sorry to hear about your experience during your stay with us. We are looking into the issues you faced. Your feedback is important, and we want to ensure that such situations are addressed appropriately. Please reach out to https://help.hilton.com/s/contactsupport and (307) 266-1300 to provide more details about your booking and discuss your experience further. We appreciate your feedback and hope to provide you with a better experience in the future at Hilton Garden Inn.
The restaurant service is poor and unreliable.
Business reply on Google
Hello John, we strive to deliver exceptional service for our guests and we're so sorry to learn that we missed the mark. Please reach out to us at https://help.hilton.com/s/contactsupport or call us at (307) 266-1300 so that we can improve. Thanks for taking the time to leave us a review, and we look forward to hearing from you.
Hotel failed to honor a confirmed room extension for guests
Business reply on Google
Hello Matthew, I'm sorry to hear about your recent stay. We're investigating the issue with your room extension and the manager's interaction. Thank you for being a Diamond member and for your loyalty to Hilton. Please contact https://help.hilton.com/s/contactsupport or call (307) 266-1300 to share details about your booking. We appreciate your feedback and hope to regain your trust to Hilton Garden Inn.
Management personnel are rude and unresponsive to customer requests.
Business reply on Google
Hello S K, we're sorry to hear about your experience with our management team. We are looking into this issue to ensure it is addressed appropriately. As a valued Diamond member, your feedback is important to us, and we appreciate your loyalty to Hilton. Please contact https://help.hilton.com/s/contactsupport and (307) 266-1300 to further discuss your stay. We hope to have the opportunity to serve you better in the future.
Manager harassed a guest regarding breakfast service
Staff impairment, room odor, noise, and misleading breakfast pricing.
Business reply on Google
Thank you for taking the time to share your feedback about your recent stay, Jason. We are very sorry to hear that our property did not meet your expectations. We work very hard to maintain our hotel and ensure we provide a welcoming, and comfortable experience for all guests, and we strive to provide our guests with the best value for their travel dollar and apologize if you feel we were not successful. Please don’t hesitate to reach out to the hotel directly if you would like to discuss this issue further with a member of our management team. Thank you for your feedback.
Hotel amenities were closed without prior notice during booking.
Business reply on Google
Thank you for your feedback, Chelsea. As you noticed, we are currently undergoing a renovation. We strive to maintain an updated and functional space. This sometimes requires essential renovations in our guest areas. Please feel free to reach out to the hotel directly if you would like to discuss this issue further. We hope you will consider staying with us once our updates are complete.
Hotel assigned an occupied room and provided non-functional keys.
Business reply on Google
Thank you for taking the time to review us, Healing Hertz. It is never our intention to disappoint a guest. We will review this feedback during our next team meeting to ensure it does not happen again. Please don’t hesitate to reach out to the hotel directly if you would like to discuss this issue further. We hope to welcome you back in the future for a more positive experience.
Hotel is run down and dirty with poor management communication.
Business reply on Google
Thank you for your feedback, Amy. As you noticed, we are currently undergoing a renovation. We strive to maintain an updated and functional space. This sometimes requires essential renovations in our guest areas. Please feel free to reach out to the hotel directly if you would like to discuss this issue further. We hope you will consider staying with us once our updates are complete.
Stained bed sheets and additional charges for breakfast.
Business reply on Google
Thank you for taking the time to share your feedback with us about your recent stay, Michael. We strive to provide our guests with the best value for their travel dollar and apologize if you feel we were not successful. Please feel free to reach out to the hotel directly if you would like to discuss your feedback further offline. We hope to welcome you again in the future.
The hotel charged more than the quoted booking price.
Business reply on Google
Thank you for taking the time to share your feedback about your recent stay, Jerry. We are very sorry to hear that our property did not meet your expectations. We work very hard to maintain our hotel and ensure we provide a warm, welcoming, and comfortable experience for all guests. Please don’t hesitate to reach out to the hotel directly if you would like to discuss this issue further with a member of our management team. Thank you for your feedback.
The hotel property is in a state of severe physical deterioration.
hotel failed to enforce mask mandates during the pandemic
Unprofessional management behavior and rude breakfast service staff.
The bathroom was dirty and the hotel wifi was nonfunctional.
Staff member was rude and refused to answer booking questions.