Hilton Garden Inn Merrillville

Worst customer service ever As with all Hilton properties the hotel was beautiful and very clean but my experience was this particular Hilton property was just horrible and shameful to say the least. This was in whole due to my encounter with their front desk worker Nancy. From the time I arrived I was met with horrible customer service, rudeness and plan out disrespect when I asked a question about my reservation modifications. Nancy was condescending and nothing like the great service me and my work crew have been met with while staying in other Hilton properties. My company has a 13 man crew here to work for 4 months. The second I was met with this lack of customer service and disrespect I immediately checked us out from my app and found lodging at a different Hilton property close by. I value customer service. If you value your hard earned dollars and customer service then this is not the place for you.

The nasty front desk agent should work in the back of the house Stayed at this location for my sister’s birthday. We had a family dinner and then my brother, sister and I stayed in the room. I had to leave really early for a meeting but I was scolded by the old over weight caucasian lady at the desk that sits for the majority of her shift. She repeated asked me if I was staying in the room with my brother and sister. I confirmed that I was and in a very accusatory tone she said “in a king bed”?? I explained that the one king bed was only room type available at the time of booking, and we were just there for one night and we would make it work. She never offered waters or gave me the over view of the hotel. She made me one key and then I had to rush out to pick up a gift for my sister. When my brother and sister left the next morning the rude and abrasive lady scolded them on whether I stayed in the room or not. We received no complaints nor were we disruptive in anyway. So why was she coming to ask this question if I’ve already explained it to her? She continued to scold my siblings until they just decided to stop answering Her accusatory questions and left. The room was paid for with no issues. I can see from previous reviews left on the hotels website that I am not the only one that has complained about this disrespectful, slovenly human being. She should not be allowed to interact with guests as Guest satisfaction is not her First priority. Maybe retirement is the best option for her. ( just a suggestion) This hotel does not have enough amenities, nor is it up-to-date enough to have disrespectful employees at the front desk. I hope her employment is worth all these negative reviews.

Worst Attempt at Sleep I’ve ever had It’s 4:34 a.m. I traveled from California yesterday, a day that started around 3:30 a.m. When I finally got to the room all I wanted to do was crash and get some much needed rest. Nope. I find myself so frustrated that I sit here at 4:34a.m. Writing a review. I book at Hilton, hoping for consistency. You just don’t know what to expect while traveling and I only ever need just two things. I need it to be clean, and I need a comfortable bed. This may be the most uncomfortable bed I’ve ever slept in. It’s like trying to sleep on a bag of wet sand. My body aches right now. I’m absolutely exhausted. I’ve paid for a bed that is literally hurting me. Where are the standards? Where is the consistency? Do NOT book this place. You will regret it.

Sub-Par Hilton Garden Inn Marginal property at best. Dresser drawers keep coming open. Bathroom door won’t stay open. Floor must be slanted. Referred by a local client. First and last stay. Tried to access the fitness center at 5:45am (sign said it opens at 5am). Went to front desk and got this response “Yeah, we’re trying to change the sign…it doesn’t open till 6”. Wouldn’t have been so bad without the smarmy tone of response by the front desk person. Last time to stay here and will let the client who referred us here know.

Not A Fan Facility was dingy and old. There was a rancid smell in the dining area that seemed to be wafting from the kitchen. There was a mildew-type throughout the property. The front desk clerks appeared bored and were unfriendly and apparently annoyed when approached. The manager on staff, Matt according to his name tag, was nodding off when I approached him at the front desk. The gym was a joke. At least the rooms were clean. Kudos to the cleaning staff, at least they were doing their part.