Hilton Garden Inn Augusta

1065 Stevens Creek Rd | Augusta, GA 30907-3203  [SEE MAP]Augusta, GA  [SEE ADDRESS]
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Guest Reviews

Tripadvisor Traveler Rating 1

Unclean Rooms Is A Normal Practice

Aug 2nd, 2020

Fictitious and unethical practices have been known to be the downfall of many businesses and the Hilton reputation has been negatively impacted because of the lack of proper management that has taken place at not 1 but both of your properties. The thing that scares me the most is that I was planning a Family Reunion at one of your locations prior to the Covid-19 pandemic. The chain of events over the past 2 weeks makes me thankful that it was canceled. Below, I have a chain of events, the reason for the chain of events, what I have done, and my plans moving forward. Chain of Events: 2 weeks ago, I checked into the Partridge Inn on a Saturday night and I was given an unclean room. Today I needed to meet my parents back in Augusta and figured that I would stay at the Partridge again. Well that was a mistake because I was checked into another dirty room that was marked as clean in your system. Furthermore, the person at your front desk had the worst attitude ever, as if it were my fault that the room wasn’t cleaned. Her only option given was for me to check out and get my money back because there weren’t any clean rooms. Receiving sheets for the bed was not acceptable. And if there was a Hilton in Augusta that I expected to receive the “over and beyond service” it was at the Partridge, but I was wrong. The front desk agent even refused to give me her name. There are basic qualifications to being successful at a front desk position and her demeanor couldn't have been further from it. So, I then requested to speak with a Manager on Duty and was told that they were all gone home. This is unacceptable. It was 7 or 8pm on a Saturday night. Why would you not have a MOD available or at least someone who would pick up the phone in the event of an emergency? On what is probably your busiest time of the weekend a Manager should be available. So, then I started my 2-hour phone call with Hilton Customer Service. After getting a copy of my folio and left the property and booked a room at the Hilton Garden Inn that was recently renovated. Upon arriving at the Hilton Garden Inn I was quickly told that there weren’t any rooms available. However, it is a known practice that the Rooms Controller has rooms marked as available on your website that are dirty. Why in the world would you do something like this? Remember my comment from the beginning about fictitious and unethical practices? Yes, this is where it comes into play. It seems like it is a bad practice at both properties. And your day shift lack of honest reporting and doing the right thing causes this to happen. So, you leave your night shift to deal with the problems. This is so unfair! If you know a room isn’t clean, it is simple! Mark it as dirty! I am still in disbelief that 2 of the nicest Hiltons in the Augusta area practice business this way and hire people like the one who was at the front desk of the Partridge. Here is where some of the unfair but awesome customer service came into play. Angie at the Hilton Garden Inn, over delivered. She asked me to have a seat in the lobby and give her a half an hour to an hour to clean a room. Initially I said no and asked to call another property but when we called the closest Hilton Homewood Suites it seemed like they were in the same position. So, I gave her the green light to clean and sanitize the room. While waiting in the lobby I was still on hold with Customer Service on 4 different phones for over an hour and a half. And finally, after 2 hours I got someone to pick up. They worked to find something for us tonight and comp it but agreed that these practices negatively impacts ONLY the night staff and the customers. Nevermind me being a Diamond Member, no customer should be put in this position. The Reason for the Events: This again is poor business. Yes, I do understand that there is limited staffing HOWEVER, there are 1 of 2 options. Either you clean the room as soon as someone checks out and so it is ready or simply mark the room as UNAVAILABLE! But I am sure that you have heard this before because I know it is an ongoing issue at both properties. What Have I Done & Plans Moving Forward Up to this point I have contacted the Diamond Desk to get assistance with tonight. But there will be follow ups on further compensation. I have used my 2 hours of sitting in the lobby rather well. It was spent looking up the contact info for your Executive Leadership. And I promise after this weekend, I will do my part to successfully contact them via LinkedIn and other forms of communication to inform them of my experience. I will start by forwarding this email to them because I feel like there is a common issue on going in the area, as if the properties are operating on the same practices. Neglecting the basic needs of a successful hotel…….”Clean Rooms” you leave me absolutely no choice but to leave these type of reviews. Not to mention, you leave AWESOME employees like Angie and Mechelle in a bad position without proper means. I think if you all had to work the front desk in the position this would be a much different story. Leaders should have a clear understanding of their employee’s problems that they are facing frequently. And if you are that disconnected where you don’t, then you could be a part of the problem. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 4

Great hotel experience. Nice safety approaches for reducing the spread of COVID-19

Jul 12th, 2020

I enjoyed my stay here. My family came into town for a short stay. Angie checked us in and was very nice and attentive. She was very busy with guests, however that did not change her customer service or positive attitude. I also appreciated the additional things Hilton is doing to ensure travelers that they are taking COVID-19 seriously. Two things I really thought were good included 1. Each door has a seal on it letting guests know that since the room was cleaned, no one has been in that room. 2. There was a note from Hilton in the room stating what additional cleaning they did in the room. I also want to highlight someone else from the hotel and his name is Adrian. I was in the lobby getting ready to make hot tea for my wife. There was not tea sitting out, so I was going to step outside to grab some from my car because there some there. Adrian inquired to see if I needed anything and he promptly stopped what he was doing, and found tea. I really appreciated the extra effort. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 5

Fantastic, safe, clean property with a wonderful staff!

Jul 5th, 2020

Stayed here three nights over July 4th weekend. Was really impressed with the hospitality and service shown by the staff. Front desk, housekeeping, & maintenance went above & beyond to make sure my stay was perfect. Had a king bed in a room with whirlpool on 5th floor. Very relaxing, comfortable, and quiet. Most importantly, this is the first Hilton Honors property I've stayed at in the last month of the pandemic that is taking all the new cleaning and sanitation protocol very seriously. Rooms had a blue sticker to confirm sanitized and not entered since cleaning. All high touch items in the room removed and the remote control was sanitized. It really put me at ease and made me feel comfortable. Daily housekeeping is given by request now. Room, property, business center, and fitness center were all spotless and fully sanitized. I did not use the pool, but it looked nice and the crowds were minimized. The business center is available by request so they will know to clean and sanitize after you leave. Recommend this property highly if you are in the Augusta area and a Hilton Honors member expecting a high quality, safe stay. I'm a Diamond Medallion member and this is what I expect unlike some of the Hampton Inns I've stayed at recently. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 4

Nice rooms

May 14th, 2020

We had a date night and decided to spend the night at a hotel. This location has nice rooms and is convenient to the local area. The room was equipped with a refrigerator, flat screen tv, cable, a jet tub and private bathroom with a shower. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 5

Great Experience!

Mar 4th, 2020

Would stay at this hotel again! I enjoyed the service and the team. The hotel is centrally located to a lot of shops and restaurants. Not a far drive from the medical school. Has a lot of great options! TRIPADVISOR.COM USER 

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