"I had a very disappointing experience at the Hilton Garden Inn, especially considering the price and brand reputation.
The TV software was shockingly outdated—like something from the 90s—with no support for Netflix, YouTube, or any modern streaming options. When you’re traveling with kids, this becomes a major inconvenience. We checked in expecting a comfortable stay, but instead found issues like stains and outdated in-room features right away.
What made it worse is that, as customers, we rely on the Hilton brand and expect a certain standard. We shouldn’t have to check every small detail ourselves.
The service experience was even more disappointing. When I requested cutlery, I was asked to come down to reception because there was no staff available to deliver it—and I was given plastic cutlery. The next day, when I asked again, I received only one plate and takeaway boxes. Only after expressing frustration was I offered ceramic plates, and even then I was told to “handle them with care.” As a Hilton member, this felt quite embarrassing and unprofessional.
Another issue was basic amenities. Complimentary water bottles, which are usually expected at check-in, were only offered later after I raised concerns—and by then, it didn’t matter.
I was told that my concerns would be escalated to a manager, but at checkout there was no acknowledgment—no apology, no thanks, and no request for feedback. That lack of basic customer service was very disappointing.
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