HILTON GARDEN INN BATON ROUGE AIRPORT ^{* * *}

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.