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  • Totally disappointed in this hotel. I made a reservation a month ago and confirmed at the time of my booking two rooms that their parking lot could accommodate a Penske truck with a car carrier. "No problem" Jenna told me... Jenna being a front desk representative at the Hilton Garden Inn. Fast forward to today when I called the hotel to confirm our reservation and also the availability of parking, which was was now not available. Our truck was loaded and the front desk manager at the Hilton Garden Inn, Theresa, with whom I spoke said they were "working on it".... That being accommodating our truck & car carrier. 45 minutes later when I phoned back (no follow up from them in the interim), they were still working on it. Having spent no less than ten years in a customer service environment as a trade show coordinator, I know that you do not leave a customer twisting in the wind for close to an hour while you "work on it." Thank goodness for the Holiday Inn Express in Scottsdale and for Josh who accommodated our parking needs and provided us with two beautiful suites at a price comparable to what the Hilton Garden Inn would have been. As for Theresa and Jenna and the Hilton Garden Inn, I finally received a call back indicating they could accommodate us by having our truck parked in a nearby valet lot where we would take golf cart shuttles from and to it. Lord knows exactly how far that valet lot might have been and how inconvenient it may have been. But the bottom line is we booked at the Holiday Express Inn & Suites. My advice... Don't bother wasting your money at a hotel that misrepresents itself and does not put the customer first. Head on over to the Holiday Inn Express where they provide lovely rooms and accommodate their guests in a way that is truly customer friendly. Should I be returning to Scottsdale, you can bet your bottom dollar that the Holiday Inn Express & Suites will definitely be my first choice of hotels and I would be hard pressed to ever consider a Hilton property in the future.
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