Disappointing Experience at Local Hilton - Needs Improvement

As a loyal Diamond member of the Hilton Honors program, I make it a point to support local Hilton properties when traveling to small towns. However, my recent stay at Hilton Garden Inn Baton Rouge was well below the standards expected of the Hilton brand.

Positives:
- Spacious Rooms: The rooms were indeed spacious, and the staff, particularly the cook, was friendly and accommodating.

Negatives:
1. Room Maintenance: Unfortunately, the rooms were poorly maintained and emitted a moldy smell throughout my entire five-night stay. Despite the length of my visit, room service and fresh towels were never offered.
2. Overcharging: Prior to my check-out, I noticed unauthorized charges on my bill, including an additional $66 with no explanation provided by the front desk staff. Their dismissive attitude towards my concerns was disheartening, and the pending charge eventually became a permanent one. Despite contacting the Diamond desk, I was directed to wait until Monday to speak with the manager.
3. Room Rates: To add to the frustration, I was billed over $900, significantly more than the initially agreed-upon rate of $821, without any justification or explanation.

Final Thoughts:
While I typically refrain from leaving negative reviews for small businesses, the subpar experience at this hotel warrants attention. Either Hilton needs to implement thorough training and quality control measures at this location, or they should reconsider affiliating with the property altogether. As a result of this disappointing stay, I am reluctantly considering alternatives such as the Marriott for future trips to similar destinations.

In conclusion, I hope this review serves as constructive feedback for improvement, as every guest deserves a comfortable and hassle-free experience, regardless of the location or size of the establishment.

Smalls

Excellent stay. Good breakfast.

Clean and pleasant, nice little pocket park next door to walk in

***UPDATE: Although we received an email from Hilton to give them the chance to make this right, the number given was for the front desk at the same location. Guess what? the phone rang and rang with no answer. So my boyfriend called back later and spoke to Monique who said she would "take care of it". Two weeks later and there has been no compensation for charging dinner rates for a minimal breakfast that is generally included in a Hilton stay. We were charged $30 for each person by the way). For "customer service" to be lacking to this degree, it is more than disappointing, and we are now more than a month and a half from the promise that this would be taken care of. UPDATE***

While on a work trip, my boyfriend and I only needed a one night accommodation. We were arriving late after a long drive, and leaving early the next morning for the job, and returning home that night. Arrived exhausted, with all of our gear, ready to get some rest, we waited for quite some time for anyone to address the reception desk. There was a sign on the desk announcing "Stepped away, will return shortly", or similar wording. The waiting time was not indicative of "shortly". A few yards away, a member of the kitchen staff and a bartender tending the lobby bar, gave no indication of addressing us in lieu of desk staff. I dialed the phone number on our confirmation email, yet could physically hear it ringing in the same room...so, that was of no help. During our standing around waiting to check in, another guest said "good luck, the same thing happened to us." After longer than "shortly" stretched, the lobby attendant entered with guests he'd transported from the airport in the shuttle.

While understandable we are stretching the employee duties to encompass more due to fewer employees, there could have been a better communication of why our check-in would be delayed longer than one might be prepared to wait.

Accustomed to the breakfast being included with a Hilton Garden, my boyfriend bought us the breakfast, which was minimal, we wanted something substantial. Later while we were on the job, he noticed that our breakfasts were charged as a very pricey dinner. We went to handle this issue in person that evening.

For some reason, this refund could not be accomplished, but we were assured this credit would come through the following day. It is now a month later and the charge has still not been taken care of.

Very disappointing on so many accounts, Hilton.

I regret to say that my experience at this hotel was utterly disappointing. Despite staying for eight nights, the housekeeping service was nonexistent. I made several requests to front desk for housekeeping, yet not once did anyone bother to show up. The lack of cleanliness and care for guests' needs was appalling. Additionally, the state of disarray in the room was unacceptable; not a single piece of garbage was ever picked up neither any supplies towels, tissues and toiletries were ever replenished. I will never stay here again.

I'm an old country gal with low standards, but this place was seriously subpar for a Hilton. Trash all over outside including a freshly used condom in the parking lot, no shampoo nor body soap in the shower, tiles lose and broken in the bathroom, no complimentary breakfast, old mattresses, room service only every other day. There's more, but this sums it up. This was BAD for a Hilton...a standard to which others are held.

When we arrived, the front desk staff kindly notified us that our Third Party reservation company had double booked us. LaDarius and Tina moved heaven and earth to get us settled in a room. Housekeeping was prompt and wonderful. Our room was clean and comfortable. The restaurant staff was so friendly and kind. Every single staff member had a smile on their face and made us feel at home during our weekend stay. We would most definitely return! Thank you for a great visit and making us feel so welcomed and at home.

Hotel has a huge parking lot with other hotel. It's out in the open and not a busy area. Staff was always available at front desk. The bed was beautifully decorated.

Last week we spent one night at this hotel as paid for by the airline who had cancelled our flight. We were told there would be a shuttle. We arrived at 5am to catch the shuttle. No show! Kudos to Shawna(sp) who drove us herself so we would not miss our 7:30am flight. She is an angel who works the desk at that early hour!

Age old rooms, broken things, stained floors. Never gonna stay in Hilton

Great service from the team and staff. I felt at home

The lobby was cold freezing that morning was really cold. N they had a towel over the fire alarm idk. I will calling for a refund cuz this was a mess.

Cons: mattress was hard as a ROCK. Had to get a ton of pillows to lay on. Room had a humidity issue. It was so bad that our clothes and bedding were damp. The carpet was so filthy that our feet and socks were turning black so we had to wear shoes straight out of the shower.

Pros: Right by the airport, very quiet, lots of food in lobby, rooms are quite large for a single bed room, staff was so kind and caring, big shower with decent shampoo etc full sized bottles. For the price and last minute booking I was actually very impressed.

Great road trip with family!!

Compliments to the chef. He served the best red beans and rice with a piece of fried chicken. I went to school in Ruston, LA. The food brought back great memories. The fried chicken tasted like I remembered! Very friendly people. Makes me want to move back to Baton Rouge for the people and FOOD!

Rooms smells real bad like wet old carpet. Air condition leaked in the room and was loud. Shower door don't have seals so water ran all on the floor had to use several towel on the floor. Hotel need a major up grade and cleaning. To be a Hilton hotel it a dump.

Like so many Hiltons, this one was perfect for the traveler.

Pros: Bed was comfortable, Lobby area was clean, great lounging spots in the lobby and outdoors.

Cons: Customer service was not up to par. Day Hosts were rude ( I was polite), greeted with a frown, no hello back, very short and unpleasant. Checkout was better.
If you want a good breakfast outside of cereal, you will have to pay 12.95 for it.

Hot weather took 20-30 minutes to heat up (bath time 1:00 AM), second day same thing in the AM and PM.

Refrigerator in room did not work. Was told that it was the best they could do. They came and changed out the fridge after, I mentioned doing a review.

I regret to inform you that my recent stay at the hotel was far from satisfactory. The room was unkempt, with a lingering odor that made the experience quite unpleasant. The cleanliness standards were subpar, and the overall condition of the facilities left much to be desired. I would strongly advise against choosing this hotel for your accommodation needs.
The hotel's unhygienic conditions were truly appalling. The room had a persistent musty smell, and the sheets and towels seemed as though they hadn't been changed in ages. The bathroom was a breeding ground for mold, and the overall cleanliness left much to be desired. It was a regrettable experience that fell far short of even the most basic standards for a comfortable stay
The worn-out furnishings and stained carpets in the room added to the overall shabby atmosphere. The bathroom was not properly cleaned, and the towels provided were threadbare. Additionally, the noise from neighboring rooms was disruptive, making it challenging to get a good night's sleep. The lack of basic amenities and the general neglect of the property make it clear that this hotel falls well below acceptable standards. My experience was disappointing, to say the least.
The customer service was equally disappointing, with unhelpful staff showing little concern for guest satisfaction. Requests for assistance were met with indifference, and it was evident that the hotel management lacked a commitment to addressing concerns. The outdated technology in the room, including malfunctioning electronics and slow Wi-Fi, further compounded the frustration. Overall, my stay at this hotel was an unfortunate and regrettable experience, and I strongly caution others against choosing it for their accommodation needs.

Given the unsatisfactory conditions during my stay, I believe a refund is warranted. The subpar cleanliness, lack of amenities, and overall unpleasant experience do not align with the expectations for a paid accommodation. I request a prompt resolution to this matter and refund to be processed!