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| - In reading some reviews of this establishment... I truly feel that I am NOT alone.... I recently had a stay at the Hilton Garden Inn on 12/31/2014 for two nights. When we arrived, my husband and my two children in tow, we turned our heater on and it worked fine. We went to dinner for an hour and came back to a cold room. Our heater didnt turn back on and maintenance didnt know what to do. The Front Desk person was very rude and didn't understand our situation with having a cold room and two children who were not feeling too well. They tried to move us to another room and those rooms only reached 69 degrees like the other room. We decided to stay since the front desk told us they would refund our stay and gave us two free breakfast coupons to use during our stay, since their door keys read "If you are not satisfied, your stay is on us!!" Well, that was no exactly how we were treated. The next day, we were visited by Maintenance and the guy was genuinely concerned about our heater. He tried to assist us and even reset the boiler as we had no HOT water too!!!! We had our free breakfast and then went about our business for the day. Arriving back to the room, it was cold once again. We called the front desk and told the same person, Geovana, that our heater was acting up and asked for more blankets and also for a maintenance tech to stop by. The same guy from this morning came and said he would look into it. We got our blanket and went to bed. The next morning, same thing again. The same tech came and gave us a free coupon for breakfast and said he was extremely sorry that we were having problems with our heating unit. After having breakfast, the Maintenance tech saw us and said he had to call a specialist in to look at the issue. We talked with them briefly and parted ways.
Now several days passed and Geovana has no recollection of EVER promising our full refund back. Although we did speak to her both nights and even asked for blankets from HER both nights. Go figure. I called today (Wednesday) and the Front Desk would not supply me with the name of the kind maintenance tech who was so helpful and said its against company policy. They advised me to speak with Damica Brock and I've left several messages with her and not one call back.
If you're going to advertise your establishment as "satisfied or your stay is on us" then the proof is in your actions!!! You cant trust the Front Desk staff and surly not Geovana. I have yet to receive a full refund from this lousy establishment.
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