Hilton Garden Inn Silver Spring White Oak

Tired, old, worn out We have stayed at this hotel since it opened. Over the years we have watched it going downhill progressively. The furnishings, the fixtures, the furniture, the rooms, the service have all deteriorated massively. They used to have a nice little bar where we could get an early evening cocktail; that is now permanently closed. The photo attached shows the sink in our room from a recent stay. It had been cracked and then repaired with some kind of caulk which had turned a gross color of brown. What reasonable business does that? We used our washcloths and wanted them replaced and they didn't have any to replace them. What? The entire place is dated and deeply in need of renovation both physically and in terms of service. We won't stay there again.

NO BUSINESS BEING IN HOSPITALITY INDUSTRY! This was one of the worst experiences I have ever encountered involving service from a hospitality business! WORST!!! Upon check in, I take the elevator to the 2nd floor towards my room. As soon as exiting the elevator, the first thing noticeable is a raggedy and filthy looking carpet. Not only is the carpet stained and torn in several places, but it also has the appearance of being burned. So much so, that the floor underneath the carpet is visible. Overlooking the carpet, I proceeded to my room. Once in the room, I placed my bags down and immediately left out to find something nearby for lunch. Upon my return an hour and a half later, while sitting in one of the chairs in the room, I happened to take notice of the bedding. Although the bed was made, I noticed what appeared to be a dingy bedsheet hanging from up under the comforter. As I pulled back the comforter, I noticed the sheets were dirty and stained yellowish; and, the underside of the comforter did not look clean. I called down to the front desk to address the issue. Rosemary, said there was nothing she could do about it. She said, "housekeeping has left for the day; I work the front desk only; the manager has left for the day; and, there were no other rooms in which we could transfer you." She insisted that there was nothing she could do about the situation, and that I would have to take it up with management in the morning. I asked if she would lay her head on this bed I was describing, in which she had no reply. Obviously, she demonstrated having zero customer service skills, yet working in the hospitality industry, and the hotel's guests first point of contact. After going back and forth with no resolution to my problem, Rosemary led me to believe that she was emailing the manager regarding my concerns and this person would get back to me the next day, which would be Friday. Due to the hotel's inability to transfer me to a clean room, or have someone come up and change my linen, or accommodate me in any way, I immediately checked out of the nasty, unsanitary conditions. The next morning I called asking for a manager and was placed into Steve's voicemail. When I did not receive a call by 4pm, I called back. This time Rosemary answered, who was obviously on duty. I reminded her of who I was and requested to speak to the manager. She told me that the manager had left for the day, and, "Wished that I had called earlier." I informed her that I did call earlier. In fact, I told her I called as early as 10am. She asked with whom did I speak? Upon informing her that I was transferred to the voicemail box of a manager whose recorded greeting sounded masculine, she informs me that the GM is a woman; and she would not be back in until the following Monday, again stating, "I wished that you had called earlier", as if she did not hear, was not listening, did not comprehend or recall me telling her, 'I did call earlier.' Naturally, I ask to leave a message on the "GM's" voicemail personally regarding my unpleasant experience and lack of customer service. Later that evening, I had the inclination to solicit the help of an acquaintance to determine if the hotel was being forthright when telling me they had no other room(s) to which they could transfer me. The acquaintance called hotel reservations to inquire about their availability of rooms. Not only was there another room available, but there were 2 rooms available exactly like the one I held. For documentation purposes, the acquaintance booked one of the rooms for the sole purpose of obtaining an email confirmation number indicating that alternatives existed at the time of the complaint. Once the confirmation was received via email, the call served its purpose and the reservation was canceled. This reservation confirmation will be forwarded later to Hilton Brand Hotel executives. My initial thought was that perhaps one of the vacancies was the room from which I had checked out. However, later that evening, I noticed that my shaving kit was not in any of my suitcases when unpacking at the next hotel. I called back to the Hilton Garden Inn Silver Spring White Oak hotel to see if anyone turned my shaving kit into Lost and Found. After explaining the entire sequence of events that day with Crystalvella, a very nice young woman on staff at that hour, she offered to go up to the room to see if it were still there, stating "no one would have been on staff to ensure a clean room for the next guest, so most likely it's there." Sure enough, my bag was exactly where I suggested she look. This was my confirmation that there were, in fact, 2 rooms in which the Front Desk could have accommodated me with at the time of my complaint, but chose not to do so. Not only did I not receive a phone call on day 2 from the GM, nor did I receive a phone call from Steve. Day 3, Monday morning, I call and am put directly through to Steve. I explain the entire incident, poor customer service, or lack thereof and request that I not be charged for the room. Steve promises he will look into it and call me back before the end of the day. Steve never calls. Day 4 comes and goes, Steve never calls. Day 5, I have to initiate the call back to them again, in hopes that this situation never gets to the point of having to write a negative review. Steve informs me that he has addressed the issue with the GM, whose name I never was provided, and that she will not be issuing me a refund, but would be giving me a call. I asked if he could explain why his GM has not yet reached out to me when she was made aware of the situation within a matter of hours of me checking-in on last Thursday, yet today is the following Wednesday? His reply to me was, "We are busy." I am not concerned about the charges appearing on my card. My card company has already removed it. However, let's see how "busy" management at this location will be after I write to their executives.

Too expensive & not worth it The room was just like any other hotel only this one cost $$ more. Clean & quiet, bigger TV. Beds were the same as Confort Inn. Box springs were really dirty & stained. Pillows were fluffy but once you put your head down it was flat as the mattress & couldn't tell there was a pillow. Breakfast was the basic buffet but No waffles, you had to pay to get waffle, pancakes, French toast. Can't believe they charge $14 per person to eat that buffet. Which online didn't say anything about having to eat the buffet. Waitress was very unprofessional talking about the other server & talking about the front clerk. Laying on the table while talking to a regular couple that was across from us. Very disappointing

Lack of communication The front desk forgot to charged the tax for the stay because we paid in cash. Later, they just charged my card without informing me that. And I had to call the hotel to ask about it. That was not so professional………………………………………………………………………..

Needs Updating of Rooms Stayed here for 3 nights on a business trip. Good location. Staff is friendly. This property desperately needs to update their rooms. Very dated. For example the rooms do not have a USB port for charging your devices. Haven’t stayed in a room without a USB charging port in years. Furnishings are dated as well. Desk and lighting not conducive to working. My room smelled like cigarettes. I reported it to the desk as I didn’t want to be charged for extra cleaning. I didn’t request a room change as it wasn’t that bad.