Hilton Garden Inn Gilroy

Worst customer service ever Arrived after long drive, reception lady told us system is down and they are manually checking every room to see if they can accommodate. After about half an hour wait she told us we are free lo leave and there wont be any charges - we took the offer and moved to another hotel. Nonetheless - I have been charged, I have not been provided with any receipt or even an email, I called Hilton support 5 business days later and have been told "they tried to refund you but failed", so I gave them another card to refund me to and - guess what? - they CHARGED me again! I'm writing this 2 weeks after that first wrong charge, after 3 calls to Hilton support - NOONE CARES! Sent 4 tickets to support - they could not care less, I'm Hilton Honors customer - doesn't matter. Will have to raise 2 chargebacks on both cards. Hilton is no longer a reputable brand, stay away from that property and certainly stay away from that brand.

Absolutely terrible! This is by far the worst hotel I’ve stayed in. No joke, it’s Motel6 level. You walk in the lobby and it smells like a Bath and Body Works and gives you a headache after few minutes. The room is dirty!! Like we wore our flip flops at all times and in the shower. White duvet cover was brown. Large guy at the front desk was so rude when I asked for pool towels. He had an attitude because apparently the pool and spa were closed and I should have seen the sign on the gates (sign was on one gate we didn’t go through) so I was sure to let the smarta$$ know he was wrong and that wasn’t the way to treat a guest even at this nasty hotel.. So we grabbed towels from our room and went back down and sat in the spa for a little while haha big middle finger to that guy. Seriously DON’T STAY HERE!!

worst hotel experience ever I booked a room with double queen beds and paid in full through Orbitz. Upon arrival, the front desk informed me they were out of such rooms and asked me to switch to a king bed, promising to bring a roll-in bed. I accepted the arrangement. After waiting for two hours without any roll-in bed being delivered, I went back to the front desk to ask for it again. The same woman claimed I had booked a room with one king bed, not double queens, and stated they didn’t have roll-in beds and never agreed to provide one. They blatantly lied to me and even suggested that if I was lying about my reservation and didn’t like it, I should leave. I had to request a manager to step in. The so-called manager stated that they often ran out of double queen rooms and guests had to accept a cheaper room with one king bed. She also mentioned that online booking agencies like Orbitz and booking.com often mistakenly reserve a king bed room instead of double queens. When I mentioned my extensive travel experience and rarely encountering such an issue, she mockingly said it was just unbelievable luck. After an hour of arguing, they suddenly found a double queen room available (at 10:30 pm). I had to wake up my two kids and move to a different room. This was an incredibly frustrating and disappointing experience. The staff was unprofessional and dishonest, and the whole situation was handled very poorly. I will not be returning to this hotel and would not recommend it to anyone.

Poor management! Attended a professional training class there. Even though the class was booked two months in advance the hotel didn't turn the heat on until an hour into the class when attendees were ready to walk out! Thermometer in the room showed 62 degrees! Unprofessional and unexcusable!

Great experience on our stay at Hilton Garden Inn Felt welcome at our arrival specially by reception (Fabrizia) she went above and beyond to attend our needs! Jenifer was great as well. The breakfast was great and the service by Jenifer and the cooks were awesome!