Hilton Garden Inn Independence - Independence, Missouri

kristy seay

bed bugd

V Heiland

When I checked in, a wonderful employee was very professional. I told him I did not need a room refresh for the 4 days that I was there, and that I instead would take a couple of towels. He gave me two towels at check in.
When I went to shower the first night, I noticed the towel that you put down on the bathroom floor had a stain on it. They keep the clean towels on a rack inside the shower, and those two towels were actually very damp. I had no other choice except to use those towels.

The third day into my stay, I noticed that the room was refreshed. Even though it's specifically requested that it didn't need to be refreshed. When I went to take a shower that night, I took the towel and put it back on the bathroom floor and noticed the same spot.
They also took the two clean towels that I had requested, from the table.

This led me to believe that they just folded up the towels and put it back as is and did not bother refreshing the towels when refreshing the room.

On the fourth day at checkout, I approach the front desk employee and I asked them if when they refresh the rooms, do they also refresh the towels? She said yes they do. I told her they did not. She did not apologize, and I think she was also offended for some reason. It wasn't her who cleaned the room, so I have no reason to why she was so offended/ taken back. All she said was that she would make a note on the room. In the middle of the conversation, another employee came from the back room and overheard the conversation. She was actually the one who said sorry a few times to me. I didn't even ask for anything, I was simply just relaying the information.
If I stay at this place in the future, I'd be happy to change the review to a five-star If circumstances change.

John Krenzer

It was quite the stay...
The bathroom had water damage on the ceiling, there was no water pressure, making the shower terrible and toilets bairly flush.

The fire alarms went off at 6:15am. After talking to the maintenance person and a kitchen worker, the hotels fire panel was throwing false alarms and that it had multiple. So it may happen again if they don't fix it.

One of the 2 elevators were out of service during all of this.

After the all clear was given, and taking the stairs up 5 stories, the room door lock was dead and we had to go back down to get maintenance to assist.

At the end of all of this, the hotel staff was not willing to do anything for anybody about the alarms due to their own faulty equipment. The manager said for my other problems they would give some points for a future stay, though I never saw an email showing that happening.

I would give 2 stars on service, but 1 worker, the overnight desk worker, Kiki I believe, was VERY helpful and tried to lighten the mood for what was a very bad experience. She deserves a raise compared to all of the other employees we worked with!

William Turner

Stayed for 2 night business trip. Staff was very friendly and professional. One elevator was broken and long wait times to get elevator. Room had very worn furniture and seemed dated. No usb ports available for charging. Bathroom had terrible water pressure and in need of upgrade. Location was perfect for what I needed but felt there are probably more modern and cleaner places. Noticed a bug or two in the bathroom. Otherwise hotel was quiet and served its purpose.

Lorry Heenan

We recently hosted an event at the Hilton Garden Inn. The location is excellent for food and shopping. The rooms were clean and comfortable. The staff was AMAZING! I was frequently in the hallway and everyone spoke to me and smiled. I cannot say enough good things about the staff I was in contact with during the 4 days we were there. There are too many names for me to remember but Heather, Travis, Mary Kay, Mimi, and Amanda are few who went above and beyond to meet all our needs. Every one of them pleasant and very responsive to our many requests. And they communicated among themselves so we never had to re-explain anything when they changed shifts! The banquet and kitchen staff were absolutely wonderful to work with. We had a few special dietary requests and they did not disappoint! The food was good and nicely displayed and ready at the times we had requested. We had about 100 ladies at our event and I believe most of them stayed at the hotel. Several of them commented on how friendly the staff had been towards them and I did not hear any negative reviews about the rooms from them. Looking forward to hosting another event at the Hilton Garden Inn next June!

Jon Pinet

Unsure how old this Inn is but it has A lot of miles on it if you know what I mean. The pool was warm and working, the workout area had working fitness machines. The staff were friendly and helpful, the room was cleanish. I'm not going to pick at everything but attention needs to be paid to painting and aging fixtures.

Cedric Bench

Extremely slow elevator AND only one is working!
Room not that clean and a little to rundown for the price.
My tub drain was slow. I asked for maintenance. It was not improved and if anything, gunk was coming out of the drain after their “attempt “to unplug the drain. They also left the tub dirty. Overall, absolutely disgusting to have my feet in the film of bacteria.
The sink was cracked.
The front desk, some people were trying to be helpful and were doing their job, some others poorly dressed (with a very poor appearance) where ready to dismiss you as soon as they could. I was asking for extra coffee cup for my room. Welcome to Hilton!

Reservations had misleading prices and customer service was difficult to understand when trying to clarify.
Reservation details: during the reservation after the misleading pricing, I was sent to American Express to claim $100 for some program I was not interested in. Customer service was just trying to get rid of me without clarifying, avoiding to explain the little trick. Annoying and frustrating.

I am not looking forward to make reservations again with Hilton next time I’ll go travel, I will make an effort to look elsewhere for lodging like the Marriott Blue springs where my business partners stayed.

Hilton, please don’t reply, I not interested in explanations and interpretations. Clean up your hotel and staff instead.

Joseph K

From the outside and the pictures on the Hilton site, it looks like a great hotel. That being said, it’s rundown and looks like it hasn’t gotten the love it has needed except for the lobby. Paint chipping off the walls, elevators groaning and slow, and stained carpet. That’s even before you get to the room. Our room was rundown, finish chipping off the counter in the bathroom, stains in the bottom of the tub, someone else’s hairy bar of soap left in the shower, stained carpet, loud AC, sheets that didn’t fit the bed correctly, worn out mattress, beat up furniture, and a refrigerator that wasn’t cold. After all that, not even a complimentary breakfast was included. Definitely not what I expected from a Hilton hotel. The hotel was close to the Cable Dahmer Arena and it was quiet, but that’s about all it had going for it.