When I first called to book our trip, the fellow who answered continually placed me on hold and eventually asked to return my call at a later time. He seemed nice enough, and later offered to upgrade us to a corner room. I had asked for a room with a view, if possible, as it was not only a trip to celebrate my 30th birthday, but the first trip my husband and I had ever taken alone together. The view we were greeted with was that of a run down carwash/gas station.
But, down to the meat of the review. The beds are supposed to be adjustable. Ours must have been stuck on the ""granite"" setting. I awoke at 6 am saying, ""Oh my god, it hurts..."" I spent part of the morning in tears, as I had spent $200 a night to spend my birthday in the most uncomfortable bed I've ever been in. I went to the front desk. I told the attendant that the bed settings were broken, and that the carpet was softer than that mattress. He showed no remorse, never said that he was sorry I had a miserable night. He asked my room number and said he would send someone to check on it. He never did. No one visited our room.
I awoke the next morning at 5am in tears again. By 6 am, I was at the front desk, in my pajamas, crying to the attendant. I couldn't even stand up straight. I told him again about the bed, he didn't seem to care. I also mentioned that, according to the bill that had been slipped under our door, parking was not a flat $20, but was a per diem, which was not disclosed to us previously. I called the general manager's (Juan Mera) cell phone at 6:30 am and left a message to tell him how dissatisfied we were. We checked out at 7 am so we could get home to our own beds.
The breakfast was okay. The waffles are yummy, but there were dead gnats in the fruit. And a server dripped dirty dish fluid on a friend. Never acknowledged the milk running down my friends arm, just left him to clean himself up.
Oh, and the shower head fell apart while I was using it.
All in all, I would honestly rather sleep in my car, parked at the nasty car wash/gas station in the middle of the ghetto, than visit a Hilton Garden Inn.
(Mr. Mera returned my call when were halfway home. He was incredibly unprofessional. He greeted me with, ""You called me from this number?"" I was caught off-guard, thinking maybe it was a wrong number, because if he had simply checked his voice message, he would know who was calling. I asked who was speaking. He responded with, ""Who were you trying to call?"" in a hostile tone. I knew then that even if I had had a good experience, that I will never stay somewhere that pays this man's salary.)
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