Hilton Garden Inn Seattle Downtown
🏨 Hotels & Travel · Seattle
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
Incorrect room assignment, missing amenities, and poor restaurant service.
Business reply on Google
Thank you for your feedback. We sincerely apologize that your stay did not meet expectations, especially as a valued Hilton guest. We regret the confusion with your room assignment and the incorrect name displayed on your TV. This is not acceptable, and we are reviewing this issue to ensure guest information is handled accurately and securely. We also apologize that your reserved amenities, including daily snacks and your expected room type, were not properly provided. This should have been handled correctly, and we understand your frustration. Additionally, we are very sorry for your breakfast experience. The lack of service, unclear instructions, and food quality concerns you described are not reflective of our standards, and we are addressing this with our team. Your feedback is extremely important to us, and we hope you will consider giving us another opportunity to provide the experience you expect from Hilton.
The hotel overcharged the customer twice and provided poor phone support.
Business reply on Google
Hi Kayla, Thank you for sharing this with us. Please accept my sincerest apology for the issues experienced. We have reviewed your account and corrected the payment to your card. If need any further assistance, please contact me directly at [email protected]. Thank you, Zac E. Front Office Manager
Poor room maintenance and unauthorized housekeeping entry.
Business reply on Google
Thank you for letting us know about your experience. We are so sorry. We fell short. Please reach out to the hotel directly so that we can address your concerns personally.
The hotel fire alarm system is non-functional.
Business reply on Google
Thank you for your feedback. We’re sorry to hear that your stay did not fully meet expectations and appreciate you sharing your concerns. We have just begun a guest room renovation that will address the outdated aspects you mentioned. The fire drill you experienced was a scheduled safety test to identify and correct any issues. While signage was posted in the elevators to notify guests in advance, we regret that the in-room announcement was not clearly audible and understand the confusion this caused. This has been shared with our team so the system can be reviewed and improved. Regarding dining, breakfast and dinner are offered separately, and we apologize if this was not clearly communicated. Thank you again for your feedback, and we hope you’ll consider staying with us again to experience our upcoming improvements.
customer booked wrong hotel due to confusing naming and lost payment
Business reply on Google
Hello Brianna, we understand your concerns regarding the refund policy, and we will share your review with the management. Please reach out to us at https://help.hilton.com/s/contactsupport or call us at (206) 467-7770 so we can follow up with you. We look forward to hearing from you.
Discount not applied, poor housekeeping, and unresponsive hotel staff.
Business reply on Google
Daria, Thank you for taking the time to review your recent stay with us. I am so sorry to hear your experience was less than desirable. I won't go into a myriad of excuses but will give to you an honest and sincere apology. We dropped the ball, and you deserved better. I will share your comments with our housekeeping and maintenance teams. I have reviewed your folio and from our point of view, it does look accurate as charges and payments are concerned. If I may further assist with any clarification, I would be happy to do so. Please contact me anytime at [email protected] and I would be happy to assist. Warmly, Zac E.
hotel overcharged for stay and experienced prolonged wifi outages
Business reply on Google
HI Sumit, Thank you for the feedback from your recent stay with us. I would like to apologize for the issues/inconveniences experienced while on property. I could absolutely understand your frustration regarding the situations at hand. I want go into a myriad of excuses, but rather I will offer a sincere and honest apology for dropping the ball on your stay. If I may further assist, please reach out to me directly at [email protected] and I will be happy to connect with you. Warmly, Zac E. Front Office Manager
Hotel oversold room and relocated guest without manager assistance
Business reply on Google
Hi Jessica, Please reach out to us directly at [email protected] and I will assist with an appropriate compensation for the issue experienced. I sincerely apologize that you had this experience upon your arrival. I look forward to connecting with you. Zac E. Front Office Manager
The room air conditioning unit was excessively noisy and ineffective.
Business reply on Google
Dear Luiz, Thank you for sharing this feedback from your recent stay with us. I apologize for the in-room experience regarding the AC unit. I could certainly understand the frustration with this situation. Providing a comfortable room to you is a top priority for us. We will share these comments with our team to address this issue. If there is anything that we may further do to assist and make it right for you, please message me directly at [email protected]. Thank you for staying with us. Zac E. Front Office Manager
Hotel cancelled reservation despite prior notification of late arrival
Hotel refused to remove fraudulent restaurant charges from guest bill
Business reply on Google
Thank you for your feedback, as we discussed, we have adjusted this cost off your room. We are so sorry for the inconvenience.
inefficient parking system and unhelpful front desk staff
Business reply on Google
Sorry for the trouble you experienced with parking. Our key server crashed which caused these issues. I sincerely apologize for this. This is now fully operational. We hope you return in the future, and we are able to provide you with a better experience. -Hilton Garden Inn Seattle Downtown
Staff failed to resolve parking access and check-in issues.
Business reply on Google
Hi Shelly, Thank you so much for taking the time to share your feedback with us. I am so sorry to hear that your experience with the parking garage was so frustrating. I won't go into a myriad of excuses for the matter, but I will just say honestly and sincerely that I am so sorry. We are actively working on ways to improve our operation and your feedback to us is very helpful. Should your future travels bring you back to Seattle, please feel free to contact me directly, and I will ensure you receive a proper Hilton experience as well as parking. Thank you for staying with us. We have loved having you as our guest! Sincerely, Zac E. Front Office Manager
Hotel charges for breakfast and parking despite loyalty member status.
Business reply on Google
Hi Nick, Thank you for taking the time to review your recent stay with us. We appreciate your valuable feedback and have loved having you as our guest. It's saddening to hear that you had a less than memorable experience. We do pride ourselves with offering competitive rates, including parking. If looking at the standard parking rates at hotels in the city of Seattle, we are confident in offering a below average coast and good value. this is also combined with a secured gated garage, as well as direct access to your guest room. I apologize that we have fallen short of meeting your expectations and I would be happy to assist in creating a resolution that would leave a better taste. Please contact me directly at [email protected] and I will assist further. Sincerely, Zac E. Front Office Manager
Poor communication regarding upgrades and neglectful service at the hotel restaurant.
Business reply on Google
Hello there, we're so sorry to hear about the issues you faced during your stay. Your experience with the front desk and the lack of information provided is concerning, and we assure you that this is being looked into. We appreciate your feedback as it helps us improve our services. Thank you for choosing to stay with us at Hilton Garden Inn Seattle Downtown. We hope to have the opportunity to provide you with a better experience in the future.
Staff accused guest of theft and refused to resolve voucher issue.
Business reply on Google
Thank you for your comments. The hotel just installed brand new 55 inch televisions so i am guessing that we need to reset that one. Our engineers will take a look right away. Our parking rate is actually very competitive in downtown Seattle. We hope that you return so we can demonstrate a better experience.
Hotel failed to honor booked rates and had maintenance issues.
Business reply on Google
Please reach put to us so we can address your concerns.
Excessive parking fees, malfunctioning equipment, poor service, and food poisoning.
Business reply on Google
Thank you for your feedback. We do make sure that our parking rate is very competitive downtown and it is inclusive of the 28% tax. I am sorry for your experience. Please reach out to me directly so that I can address your concerns personally. Sincerely, Rachel Blake General Manager
Unexpected parking fees, unclean bedding, and poor front desk communication.
Business reply on Google
Thank you for your feedback. We do make sure that our parking rate is competitive with other hotels in downtown as hotels in downtown charge. in fact our parking rate is lower than many. I am sorry that this was a surprise to you and we hope you return.
Outdated noisy rooms and unprofessional staff with malfunctioning key cards.
Business reply on Google
I apologize for your experience. Please reach out to me so that i can address your concerns. Sincerely Rachel Blake General Manager