Hilton Garden Inn Sioux Falls Downtown
🏨 Hotels & Travel · Sioux Falls
total experiences
replied on google
Most reported issues
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Experiences
Room assignment errors, poor cleanliness, and non-functional television sets.
Business reply on Google
Thank you for taking the time to leave your feedback. We're very sorry to hear this about your stay. Having to move rooms multiple times is unacceptable, and we understand how inconvenient that must have been. We're also sorry to hear about the condition of the rooms and the issues you experienced with the TVs. We take comments like yours seriously, and we've shared your review with our housekeeping, and maintenance teams so these concerns can be addressed. We understand that every guest has different expectations when it comes to amenities. While we don't offer a pool or on-site entertainment, we do work hard to provide a clean, safe, comfortable, and welcoming place to stay. We appreciate your feedback because it helps us identify where we need to improve.
multiple rooms at the hotel were infested with bed bugs
Business reply on Google
Thank you for sharing your feedback. We understand how concerning this situation was and regret the stress and disruption it caused during your stay. As part of our standard procedures, we requested copies of the photographs provided so they could be reviewed alongside a professional inspection. This morning, a licensed pest control provider conducted inspections of the rooms in question and reported no evidence of a pest-related issue in either room. The item shown in the photograph was identified during the inspection as mattress fuzz rather than a pest. While we recognize that our findings differed from your concerns, we appreciate you bringing this to our attention, as guest comfort and cleanliness remain a top priority for our team.
The hotel overcharged the customer and staff refused to resolve it.
Business reply on Google
Dear Darla Schnell, I sincerely apologize for the frustration and stress you experienced regarding the charges from your stay. I understand how upsetting it must have been to see multiple charges on your account and then feel that your concerns were not properly addressed. I am also very sorry to hear that you felt the service you received at the front desk was rude and uncaring. That is not the level of hospitality or professionalism we strive to provide our guests. I take your comments seriously, and I will be reviewing both the billing concerns and the service experience with my team to ensure situations like this are handled more carefully and professionally moving forward. I sincerely apologize again for your experience, and I hope you may consider giving us another opportunity in the future to provide the level of service and care that should have been delivered during your stay. Kate Engel Front Office Manager Hilton Garden Inn Downtown Sioux Falls 605-444-4700
Hotel failed to provide the reserved room type upon arrival.
Business reply on Google
Hello Caleb, we're sorry to hear about your experience during your anniversary stay. It’s disappointing that the room you booked was not available and that you felt the situation was not handled with care. We are looking into this issue to ensure it doesn't happen again. Please reach out to https://help.hilton.com/s/contactsupport or call (605) 444-4700 to provide more details about your booking. We appreciate your feedback and hope to have the opportunity to better serve you in the future at Hilton Garden Inn.
The hotel room was not clean.
Business reply on Google
Hi Jayden, thank you for taking the time to share your feedback and for staying with us. Please accept our apologies for your unpleasant experience. As the cleanliness of our hotel is a key priority, we are very sorry we fell short of our high standards. Please reach out to https://help.hilton.com/s/contactsupport or call (605) 444-4700 to further discuss your stay. We hope to have the opportunity to better serve you in the future.
Staff demanded extra payment for a renovated room upgrade.
Business reply on Google
Dear Guest, Thank you for sharing your feedback. Please accept our sincere apologies for the frustration you experienced when learning that only select rooms have been renovated, and especially for the manner in which this was communicated. We understand how disappointing it must have felt to be told that a renovated room could not be guaranteed without an additional nightly charge, particularly as a loyal Hilton member. Your comments highlight an important opportunity for us to review both our room assignment communication and the level of courtesy extended by our team. We regret that this experience led you to cancel your reservation, and we would be grateful for the opportunity to restore your confidence in us should your travels bring you back in the future. Warm regards, Hotel Management
The hotel room and hallways were dirty and in poor condition.
Business reply on Google
Hello Timothy - We regret to learn that this experience does not reflect the standards that we set for ourselves. We always strive to offer a comfortable experience and great amenities for our guests. Please reach out to us at https://help.hilton.com/s/contactsupport or call our team at (605) 444-4700 so we can investigate this further. We value your loyalty as a Hilton Gold member, and we hope you give us another chance to welcome you back soon.
Hotel failed to disclose ongoing construction and unavailable amenities.
Business reply on Google
Thank you for sharing your feedback. I’m Edgar Eduardo Interiano Rodriguez, Front Desk Supervisor at Hilton Garden Inn, and I want to sincerely apologize for the disruptions you experienced due to our ongoing construction. We understand how important a comfortable and peaceful stay is, and we regret that the noise and limited amenities impacted your visit. Please know that we are working hard to complete the renovations as quickly as possible and to improve communication so future guests can make fully informed decisions. Regarding the workout facilities, we appreciate your concerns about safety and are actively looking for better alternatives during this time. We value your loyalty and hope you might consider staying with us again once the improvements are complete. Thank you again for your honest feedback—it helps us serve you better. Warm regards, Edgar Eduardo Interiano Rodriguez Front Desk Supervisor Hilton Garden Inn
hotel failed to notify guest about ongoing renovations
Hotel air conditioning failed and staff provided poor customer service
Business reply on Google
Hello Mr./Mrs. Barcus, Thank you for sharing your detailed feedback. I sincerely apologize for the issues you experienced with the air conditioning in your room and, most importantly, for how your concerns were handled at the front desk. Comfort and genuine service should always be at the center of a guest’s stay, and I regret that we fell short, especially during your wife’s birthday. Your comments have been shared with our leadership team to ensure that both our staff training and our maintenance follow-ups address situations like this with greater care, urgency, and professionalism. We are committed to improving both our service and our facilities so future guests do not encounter similar frustrations. While I understand this experience left you disappointed, I truly appreciate you bringing it to our attention, and I hope we may earn back your trust in the future. — Edgar Interiano Rodriguez Front Desk Supervisor Hilton Garden Inn Downtown
unauthorized post-checkout charges, uncomfortable beds, and unpleasant odors
Business reply on Google
Thank you for staying with us at The Hilton Garden Inn Downtown SF. We understand how important it is to provide our guests with a comfortable stay experience and apologize for not meeting this expectation. As a valued Hilton Honors member, we appreciate your feedback, and we will use it to make the necessary improvements. We hope to have the opportunity to welcome you back.
Staff denied check-in and exhibited potential racial discrimination toward guest.
Business reply on Google
Thank you for your feedback and thank you for speaking with me today. We sincerely regret that your experience did not meet your expectations and that your son felt unwelcome—that is never our intention. We have thoroughly reviewed the situation, and while we stand by our team’s professionalism, we take claims of discrimination seriously and are committed to providing a respectful and inclusive environment for all guests. We apologize for any miscommunication regarding early check-in and age policy enforcement, and we will use this opportunity to ensure clarity and consistency moving forward. Please feel free to contact the hotel if you'd like to speak further about this situation.
Excessive noise, poor cleanliness, and unhelpful staff response.
hotel staff failed to update reservation resulting in forced room vacancy
Business reply on Google
Hello Greg - We are so sorry to hear about the issue with your reservation. We are looking into this internally. Please reach out to us at https://help.hilton.com/s/contactsupport so that we can investigate further and follow up with you. Thank you.
Hotel room was dirty, poorly maintained, and noisy.
Business reply on Google
Dear Victor, I am very sorry to hear about your experience. As can be seen from other guest's feedback, what you described is certainly not the norm for us. We expect better of ourselves, so please accept my sincerest apologies. I hope we have the opportunity to provide you with an experience that better represents what we are about the next time you are in the area.
Room was not cleaned and staff failed to provide requested towels.
Business reply on Google
Hi Peter Loucks - Please accept our apologies for your unpleasant experience. Customer service and cleanliness are key priorities for us, so we're disappointed we fell short here. Please 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 share your feedback and for staying with us.
Hotel failed to honor room blocks and accessible room requirements.
Business reply on Google
Hi Troy R. - Thanks for bringing these issues to our attention and we apologize for the inconveniences you experienced. We would like the opportunity to look into this further. Could you please contact us at https://help.hilton.com/s/contactsupport or call our team at (605) 444-4700?
Thin walls caused noise disturbances and breakfast was unexpectedly expensive.
Business reply on Google
Hi Adam Hasz - We apologize for this inconvenience. We do appreciate you taking the time to give us invaluable feedback. Please reach out to us at https://help.hilton.com/s/contactsupport if you would like to share more details about your stay. Thank you.
hotel failed to provide the room type that was booked
Hotel room furniture is damaged and management failed to relocate guests.
Business reply on Google
Thank you for taking the time to write a review. I am sorry that your room did not meet your expectations. I will look into the issue in that room to see what we can do to correct that. Thank you for bringing it to our attention. Unfortunately we were sold out that evening, or we would have tried to move you to a different room. Once again thank you for letting us know about the issues. Lance Porter Guest Service Manager Hilton Garden Inn Downtown Sioux Falls