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All reviewsfront deskroom was cleanwashington avenuehilton gardenparking garagenice hotelpool and hot tubeasy accessconvenient locationexcellent staybusiness tripbusiness centerpleasant staystayed one nightfitness centerwafflesfree breakfast
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Reviewed 26 November 2017 via mobile

Amazing how quick a place can go down hill. This place does not deserve to have Hilton in name. I’ve never written a negative review of a hotel before. One elevator out of order entire 5 days, then I looked at previous review and it was out at least a week before. No hot water in shower despite 2 requests to fix only made it to lukewarm, and no offer of room change. Morning Breakfast was an absolute CLUSTER, four days and not once was there coffee in the urn for regular. One day my wife got her breakfast and I never did, she was done and I still didn’t have mine yet. On Thanksgiving they obviously thought it was more important to give staff off than feed customers so there was one cook and one waitress for a full house. Lots of empty platters, no coffee, essentially a sit down restaurant became self serve the entire stay.There seemed to be no adult supervision of staff. No silverware, no salt and pepper on tables, silverware on buffet was empty had to ask for silverware. The printer in business center didn’t work for 5 days. I’m a Hilton Diamond member which is highest tier of frequent guest program. If they treat a Diamond like this what will they do to someone who has no status. I’ll never go back!

Stayed: November 2017, travelled as a couple
Thank TEH3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HGIAlbanySUNYGenMgr, Guest Relations Manager at Hilton Garden Inn Albany / SUNY Area, responded to this reviewResponded 29 November 2017

Dear TEH3,

We appreciate you taking the time to review your recent stay with us, and thank you for your loyalty to Hilton as a Diamond Honors member. We would like to apologize for the issues you encountered during your visit. Please know that your feedback will be shared with our staff to improve our operations and make any corrections necessary to give guests a more comfortable stay. We certainly strive to provide better service than what you experienced, and we would like to express our deepest apologies as this is not the norm for our Hotel. If there is anything you would like to discuss or any additional feedback you have for us, please do not hesitate to contact a member of management at the hotel directly. Again, please accept our apologies for the issues you experienced during your visit.

Sincerely,

HGI Albany/SUNY Director of Guest Services

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 26 November 2017

It was a fine stay until we got locked out of all four rooms Repeated trips to desk for re-set. We stayed over Thanksgiving night. Had a nice breakfast and the kids swam. Then we could not open (all four) rooms. It took over 20 minutes with kids who needed a bathroom

  • Stayed: November 2017, travelled with family
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Review collected in partnership with Hilton Garden Inn
Thank Larry M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 19 November 2017

One working elevator which made using them a pain Limited room service menu with limited times there is also no lunch service available so I had to order from an outside vendor. Plus the noisy highway made it hard to sleep and I had to run the AC just to drown it out. Limited condiments for coffee in the morning as well.

  • Stayed: November 2017, travelled on business
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Review collected in partnership with Hilton Garden Inn
1  Thank lauramJ517CK
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HGIAlbanySUNYGenMgr, Guest Relations Manager at Hilton Garden Inn Albany / SUNY Area, responded to this reviewResponded 21 November 2017

Dear lauramJ517CK,

Thank you for your recent stay with us and for taking the time to review your experiences. We appreciate your feedback and we would like to apologize for the issues you encountered during your visit. Please know that we reflect on your comments to improve our operations. We are saddened to hear that you were unable to have a comfortable sleep and we would like to express our deepest apologies. If there is anything you would like to discuss or any additional feedback you have for us please do not hesitate to contact a member of management at the hotel directly. Again, please accept our apologies for the issues you experienced during your visit.

Sincerely,

HGI Albany/SUNY Director of Guest Services

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 14 November 2017

The hotel property and rooms were in very nice condition, well decorated and clean. The staff was courteous, professional and inviting. We had a great experience and will stay at Hilton Garden Inn again.

  • Stayed: November 2017, travelled with family
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Review collected in partnership with Hilton Garden Inn
Thank T8430KGtoddc
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 14 November 2017

I was attending a family function and there were several hotels where rates were pre-negotiated. Happily selected the Hilton Garden Inn. All was great. Only down-side was the towels were not soft or plush..

  • Stayed: November 2017, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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Review collected in partnership with Hilton Garden Inn
Thank Todd G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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