Hilton Garden Inn Chicago Downtown South Loop

Kelly Jimenez 2 weeks ago

This has been the worst experience. The night front desk person Candace was extremely rude and unhelpful. My flight was delayed multiple hours and apparently they canceled my reservation stating eh credit card was decline- which was odd because the room had been paid in full in May. Weeks prior to my stay. I booked the room through Expedia and Candace refused to look on the confirmation number through Expedia. She told my previous room was sold and there was no rooms available. However when I went on the Hilton website I was able to rebook the room at a much higher rate than the Expedia price. I contacted Expedia and their rep said when they contacted the hotel they said they could no longer honor the Expedia reservation because I had already made a new reservation. Mind you I got into Chicago at nearly 3AM. Neither the hotel or Hilton customer service was able to help as the all reported there were no rooms. Despite my ability to book a new reservation. They did nothing to offer help or a practical solution. Both the hotel and customer service were disappointing in their approach. I am traveling with my daughter and being told you do not have a room at 3 AM despite having a booking that was paid in full was conserving and frightening. Now I have to wait and see if the Manager is going to approve my refund- I am doubtful based on the poor customer service and the confrontational attitude of Candace the night front desk person. I would not recommend this hotel.

Kaja Jackson 3 weeks ago

Stayed here during Memorial Day weekend and the housekeeping service was a total let down. After being reminded they don’t clean your room if you’re a stay over for one night I asked for some towels- never received them. I got them myself after returning from a late night out at 2am. After the 2nd night still no service and I ASKED for it because we need trash out and for towels. I have to say- Eli was extremely nice. We just needed trash out and the bathroom cleaned a little because we had friends coming to visit for an hour or so and who wants to invite friends over to a dirty room? Like at least take the trash. When I spoke with Eli (this is the second time I asked for towels) they for sure were delivered, we stayed three nights and never saw a housekeeper come. Called Guest Assistance and they made it clear the GM denied my request for nights refund- never reached out not even an apology which cost nothing. They didn’t even run the locks on the door to see i’m telling the truth, no one came to that room to do anything. It’s so sad when you spend your hard earned money and can’t get decent service. You can’t even get an apology from this hotel’s GM. They don’t care and people need to know because it’s not right.

Kerry Moriarty 3 weeks ago

There are positives to this hotel. The views are beautiful. The room was mostly clean, other than visible mold in the shower, and it was more or less a nice room. The beds are comfortable. For the price point it was not a level of service or accommodations you would expect. 1. The hotel is clearly understaffed, it was rare that there wasn't a long line at the desk and a single harried person trying to deal with distressed guests. When I was checking in, I had to wait for awhile , and was sitting in the lobby and watched what I'm sure happens pretty often due to the crowds and lack of staff. The front desk person disappeared for some reason and the man who was next in line got angry and started banging on the door she went through as the line built up behind him. Like just an overall extremely unpleasant check in. She was polite and nothing happened was related to her incompetence. This was a decision that was made by someone above her. 2. When we got to our room the smoke detector battery was dead and beeping and it took over 20 minutes for it to be addressed and the person came without a ladder which would have been needed, my husband had to climb a chair to get the battery out for him. 3. The shower water does not get hot enough. You put it up to the hottest level and it's almost hot enough but it feels like when a shower starts running out of hot water. Again, this is obviously intentional. 4. They only clean the rooms every other day which, again, crazy for the price. The day they were supposed to clean the room we got back at 4:30 and then someone knocked at the door after watching us come into the room to see if we wanted it cleaned. Like yeah we declined and I'm sure it was documented as such, but it should have been done way earlier. 5. The biggest issue and one that is low key insane is there isn't A REAL DOOR ON THE BATHROOM. It's a sliding door that leaves an inch-wide gap. For a single person ok, but for a family of four...let's just say we ended up using the bathroom in the gym for some things.

Rocky Amora 4 months ago

Loved this hotel for vacation. Hot tub was the highlight, if you go early in the mornings, most weekdays we were the only ones there. Free breakfast is decent! Would totally recommend!! Just make sure the front desk doesn’t accidentally charge you twice for your booking (happened to us)

Paula Harvey a month ago

Not one person after checking in would regard us in any way or fashion. Service is a 0. To asked directly for information about the city and was ignored. I asked about taxi service and I was ignored. He asked about a city map and not only given an are you stupid look, but they just said no we don’t t have anything like that. The rooms had 0 information on the city or what was around us. Only 2 free cups of coffee for 2 day stay. $3. A bottle for water in your room. No continental breakfast. Pillows have no substance. Extremely flat. I’m have had better stays at a super 8 simply because of the people working there.