Bad Service

Hilton Garden Inn – Madison Huntsville Airport, Alabama: Regarding stay 11/19-11/22/2024

There were several issues that need to be addressed either by Hilton or by the local management at this unit. I prepaid for rate that included breakfast.

Breakfast:

• No napkins or utensils until cooked meal served. Thus, if I wanted to eat yogurt, fresh fruit, etc., there was only plastic ware and no napkins
• The container that held bread and rolls usually only one or two pieces and no selection.

Room:

• Receptacles on one side of the bed were all dead.
• Thermostat in room was off by four degrees. Had to set at 76 to get room up to 72.
• Only small sticker in bathroom warned that housekeeping was only every other day.
• Our paper coffee cups and coffee pods were never replaced at all during our stay.
• On the one day where we were given new towels, 11/21, no new bath mat was provided. And, as stated above, no coffee cups or pods or even cleaning the coffee making area of leftover pods, sugar, etc.
• It seemed that on 11/20 that no housekeeping person entered our room to do anything (e.g., replace towels and bathmat left on the floor).

Billing:

• I booked my room at a rate that included breakfast
• When hotel sent me copy of invoice, it showed they charged me for the three breakfasts I ate.
• Called hotel, they confirmed the error and told me a credit would be issued.
• Bad controls to be billed for something that should not be.

I am a longtime Hilton Honors member and feel this is well below the quality and service I expect and have received in the past.

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