Hilton Garden Inn Washington DC Downtown
🏨 Hotels & Travel · Washington
total experiences
replied on google
Most reported issues
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Experiences
Hotel failed early check-in promise and provided poor technical support
Business reply on Google
Hello and thank you for sharing your feedback with us. We sincerely apologize for the frustration you experienced regarding early check-in and the WiFi concerns. We know how valuable your time is, especially when scheduled tours and work are impacted, and we’re sorry our team didn’t deliver the clear communication and supportive service you expected. Your experience is not what we intend for our guests, and we appreciate you letting us know where we missed the mark. We’re glad the WiFi was eventually restored, but regret any inconvenience along the way. If you’d be open to connecting, please reach out to us directly, we’d like to learn more and see how we can make things right for your future travels. We hope you might reconsider and give us another opportunity to provide you with the dependable stay our guests expect at Hilton Garden Inn Washington DC Downtown.
Hotel failed to honor a confirmed booking leaving guest stranded.
Business reply on Google
Hello and thank you for sharing your experience with us. We genuinely regret hearing about the challenges you faced upon arrival and can only imagine how distressing it was to be left without accommodations, especially at such a late hour. What you described is not reflective of the dependable stay we promise each guest. We take concerns about safety and service very seriously, and we want to look into this further. Please reach out to us directly so we can assist and learn more about your experience. We value your feedback and hope you’ll give us a chance to restore your confidence in the future. Looking forward to the opportunity to welcome you back—Hilton Garden Inn Washington DC Downtown
Hotel staff failed to provide assistance for a clogged toilet.
Hotel charged for an unrequested room upgrade without resolving the dispute.
Unauthorized charges and poor room maintenance and staff service.
Business reply on Google
Hello Queene, we're sorry to hear about the room conditions, staff interactions, and charges. We strive to provide well-maintained accommodation, exceptional service, and accurate charges for our loyal guests, and it seems like we missed the mark. Please reach out to https://help.hilton.com/s/contactsupport or call (202) 783-7800 so we can address these concerns directly. Thank you for sharing your thoughts, and we hope to have the opportunity to better serve you in the future.
Front desk staff provided unprofessional service and failed to explain charges.
Business reply on Google
Hello Marimar - We regret to learn that this experience does not reflect the level of service that we are known for. We'll be sure to share your comments with our team and use them as training opportunity. 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.
Staff failed to provide promised amenities and lacked professional customer service.
Business reply on Google
Hello Alexander, we're sorry to hear about the issues you had with our staff. We strive to deliver exceptional service for our guests, and we're disappointed to learn that we fell short. We will share your review with the management. Please reach out to us at https://help.hilton.com/s/contactsupport or call us at (202) 783-7800 so we can follow up with you. Thank you for highlighting the positive aspects like the flank salad and our convenient location. We hope to have the opportunity to provide you with a better experience in the future.
Expensive valet parking and unsanitary room conditions.
Business reply on Google
Hello Marvin - We always strive to deliver a superior experience to our guests, but it sounds like we missed the mark during your stay with us. We understand your concerns regarding the parking situation, rates, and the cleanliness of your room. Please reach out to us at https://help.hilton.com/s/contactsupport so we can look into this further. Thanks for taking the time to share your feedback.
Bathroom ceiling collapsed and room phone was non-functional
Poor breakfast service and aggressive staff behavior regarding mandatory tipping
Business reply on Google
Hello, thank you for your feedback. I'm sorry to hear about your breakfast service experience and staff interactions. We are addressing the issues you mentioned, as they do not reflect our standards at Hilton Garden Inn. Please contact https://help.hilton.com/s/contactsupport or call (202) 783-7800 to discuss further. We appreciate your input and hope to improve your experience in the future.
Poor service, cramped lobby, and dirty room conditions.
Business reply on Google
Hello Max, we're sorry to learn about the challenges you faced during your visit. Your comments regarding the check-in process and room conditions are important to us, and we're addressing these concerns. Please contact https://help.hilton.com/s/contactsupport and (202) 783-7800 for further discussion. We appreciate your feedback and hope to enhance your experience in the future. Thank you for taking the time to share your thoughts with us.
Broken room amenities and poor service quality during hotel stay.
Business reply on Google
Hi Javier - We're very sorry we failed to meet your expectations. The issues you encountered are unacceptable, and this is not the level of quality or service we aim to provide. We encourage you to reach out to us at https://help.hilton.com/s/contactsupport and (202) 783-7800 to provide more details about your booking and discuss your experience further. We appreciate your input and hope you'll give us another opportunity to regain your trust.
Staff member engaged in discriminatory and harassing behavior toward a guest.
Hostile and intimidating behavior from hotel front desk staff member
hotel had mold issues and non-functional air conditioning
Broken elevators, unstaffed bar, and housekeeping failure.
Business reply on Google
Hello Anthony, we’re sorry about the issues you encountered during your time at our hotel. Our goal is to provide exceptional service and a seamless stay for our guests, and we regret any inconvenience caused. We appreciate your comments about our location and room size, and we are committed to improving the overall guest experience. Please feel free to reach out to https://help.hilton.com/s/contactsupport and (202) 783-7800 to address your concerns further. We hope to have the opportunity to welcome you back in the future.
staff failed to provide requested receipt for additional charges
Business reply on Google
Hello Tia, we're sorry to hear about your experience on the phone. This is not the level of service we strive for at Hilton Garden Inn. Your feedback is important, and we are looking into the issue. Please contact https://help.hilton.com/s/contactsupport or call (202) 783-7800 to discuss your experience further. We do hope for another chance to demonstrate the high-caliber service we're accustomed to sharing with our guests.
unauthorized charges and discriminatory treatment by hotel staff
Hotel room lacked hot water and staff failed to resolve issues.
Hotel room was dirty with broken amenities and poor staff service.