Hilton Garden Inn Fargo
🏨 Hotels & Travel · Fargo
total experiences
replied on google
Most reported issues
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Experiences
Housekeeping returned a lost wallet with the cash missing
Business reply on Google
We’re truly sorry this situation left you feeling frustrated and disappointed. We completely understand how upsetting it would be to believe that money was missing from a personal item. We do want to clarify that your wallet was found and immediately turned in by a trusted member of our housekeeping team. We contacted you right away to let you know it had been found. Since you were unable to return for over a week, the wallet was kept securely locked up until you could retrieve it. Our team did not open or go through the wallet, so we had no way to verify what cash or other contents were inside when it was found. While we understand your frustration, we cannot confirm what may have happened to the cash you reported missing. We sincerely regret that this situation overshadowed what you otherwise described as a nice stay. We value the trust our guests place in us and are sorry we were unable to resolve this in a way that left you feeling satisfied.
The hotel room had wrinkled linens and a rusty shower head.
Business reply on Google
I’m very sorry to hear that your experience did not meet expectations. What you described is not reflective of our usual standards, and I apologize for the condition of the room and shower. Comfort and cleanliness are top priorities for us, and I understand how frustrating it must have been to find things below standard. We’ve shared your comments and photos with our housekeeping and maintenance teams to ensure this is addressed immediately. Your feedback helps us identify where we need to improve, and we’re committed to making things right. I hope you’ll consider giving us another opportunity to provide you with the level of quality and hospitality that We are known for.
Unexpected breakfast charges were applied to the customer.
Business reply on Google
Hello Blake, we're sorry to hear about your experience with the breakfast charges. We are looking into this issue to ensure it is addressed appropriately. Please reach out to https://help.hilton.com/s/contactsupport or call (701) 499-6000 to provide more details about your visit. We value your feedback and hope to improve your experience in the future. Thank you for bringing this to our attention.
Front desk staff failed to meet guest needs.
Business reply on Google
Hi Ajay, Thank you for sharing your feedback. We're sorry to hear that your experience with oru staff did not meet your expectations. We take guest satisfaction seriously and would like to learn more about your stay. Please contact us at https://help.hilton.com/s/contactsupport and (701) 499-6000 to provide more details and discuss your experience further. We hope to have the opportunity to better serve you in the future.
Room cleanliness issues and recurring incorrect breakfast charges on the bill.
Business reply on Google
Hello Sarah, we're sorry to hear about your experience with the room conditions and noise levels during your stay. We are looking into the issue with the breakfast charges on your bill. Please contact us at https://help.hilton.com/s/contactsupport or (701) 499-6000 so we can follow up with you. We appreciate your feedback and hope to have the opportunity to improve your next visit.
Hotel refused to assist law enforcement regarding identity theft incident.
Guest reports flea infestation allegedly contracted from hotel room
Room was not ready at the advertised check-in time
Business reply on Google
Hi Ryan, thank you for sharing your feedback with us. We apologize for the inconvenience you experienced during check-in and the wait time in the lobby. Ensuring a smooth check-in process is a top priority for us, and we apologize for falling short in this instance. We encourage you to reach out to our support team at https://help.hilton.com/s/contactsupport to discuss your experience further.
Poor facility maintenance, cleanliness issues, and lack of accessible elevator service.
Front desk staff attempted to fraudulently cancel and rebook a reservation.
Business reply on Google
Hello Scott Smith - We are so sorry to hear about the issues you had with us. Please feel free to reach out to us at https://help.hilton.com/s/contactsupport so we can look into this further. Thank you for taking the time to leave us a review.
Hotel denied check-in due to age and refused a refund.
Business reply on Google
Hello Mr. Tim, thank you for your review! You are correct: We do not allow anyone under the age of 21 to check in without an adult (21 years or older) accompanying them. This information can be found on our website, under Hotel Policies. We wish you the best in your future travels! Best, Kate Draxten, General Manager, Hilton Garden Inn Fargo
Housekeeping failed to clean room and provide requested towels
Business reply on Google
We are so sorry to let you down, Sharon Thiessen. Thanks for taking the time to let us know about these issues. We strive to deliver exceptional service, and we missed the mark. We will work internally to make adjustments and improve our service and guest experience. Could you please contact us at https://help.hilton.com/s/contactsupport or call our team at (701) 499-6000 so we can investigate further?
Hotel hosted a conference for a group opposing mask mandates.
The hotel charged the full room rate instead of the incidental fee.
Hotel failed to honor the specific room type booked via third-party.
Unfriendly staff and high prices for appetizers.
Business reply on Google
Dear Valerie Buchholz, Thank you for taking a moment to share your experience. I'm so sorry to hear that our hotel wasn't up to your expectations. Please feel free to reach out to me directly via email (braaten@raymondteam) or by calling the front desk directly (701)499-6000 with what we can do to improve for the future. We look forward to welcoming you back to our hotel in the future. Our goal is to make your stay better and brighter. If something isn't just the way you like it, simply let any Team Member know, and we will make it right. Guaranteed. Sincerely, Katherine Braaten Guest Service Lead Hilton Garden Inn Fargo
Key card failed to grant access to the building.