I received absolutely dreadful customer service from the assistant manager Amber who really has no customer service skills whatsoever. Quoting her words in an email to me “ if something isn’t just the way you like it, simply let any team member know and we will make it right” At check out I approached her to make my problem right and she point blank refused. I left the building disgusted at her attitude and went to my car. This did not sit comfortably with me so I returned to reception again and said I was not accepting a charge the hotel had put on my card for parking when their website clearly states free parking and when I checked in I was not even asked if I had a car! Realising she could not argue this any further she agreed to refund the parking charges. If she had done that straight away when I first raised the issue I would have left the hotel satisfied rather than disappointed. As a Hilton Honors Diamond member I expect much better customer service than she provided. Anyone staying at this hotel please be aware they are now charging all guest for daily parking regardless that their website clearly states free parking. It’s not a large amount but that’s not the point, the point is if a service is advertised as free then why does this hotel think it’s ok to add parking charges to a customers bill without even telling them. Had I not questioned the extra charges I would not have known what they were for.…
Newly refurbished Garden Inn at Henderson. Really nice staff who upgraded my room to a junior suite. The staff was also really helpful pointing out all the restaurants in the vicinity of the hotel. I was very pleased with the room and also with the relatively well equipped fitness center where all the equipment actually worked for change. The bed was top notch and the room squeaky clean. Would love to visit again!
I was very happy with the good quality, softness & thickness of the bath towels! I liked the complimentary Neutrogena toiletries too. The room was very clean too. The only thing I would say could be improved is to have overhead lighting. As many lamps as there are, it’s still too dark, and I have good vision.
We found out the hard way that this hotel is owned/operated by a company named RCI. There are levels of standards this company must meet, but some are not. My friend is a Diamond member. She was not treated as such. Water was only given first day. Pool was murky and jacuzzi dirty. Bar under renovation. Dinner was noted on the board but not available. Breakfast cook walked out after two hours on his first day. Front desk was on auto pilot. Never again.
Booked a King room, none available when we arrived. Put in a filthy double queen room that smelled strongly of cigarettes. Third option was acceptable. Front desk staff had bad attitudes and were rude at every interaction. We would advise you to look and book elsewhere.
If you ever stay here, check out the bar. It is always poppin! I only come in when Alexis and Ashley are in, they are both amazing! Don’t forget to ask about the happy hour, it’s daily on all alcohol!!
Don't stay here. Front desk staff rude, unhelpful and distracted. Stated my reservation was cancelled by 3rd party booking company, offered no assistance to get resolution, and later when 3rd party booking company contacted them, they made no effort to assist or advise me. I ended up being charged twice and still trying to get a refund. I get it they don't like 3rd party booking sights, they made it known but I am the customer and should be treated much better. Will NEVER stay here and seriously thinking about steering clear of the Hilton brand. HORRIBLE service from this hotel. Oh and the AC sounds like a freight train when it comes on.
First, upon check11-in, they had misspelled my last name, and therefore had no record of my reservation. Then, although a Hilton Club member, they somehow had three different “accounts”, all from other addresses I had lived at. Which means, ever time I had made a reservation, Hilton created a new member number, thereby confusing my most recent check-in confusion. As my wife and I entered our room, we had to listen to part of the management, alongside local police, tap repeatedly on the room opposite us and requesting admittance. I have no idea what was going on, but immediately regretted my reservation at this hotel. The final straw was trying to log in to the “free wi-fi”. It asked for last name and room number, which I correctly entered and was informed no such guest existed. Upon contacting the desk, I was told I had not been checked in yet. I informed the curt employee that You had charged my credit card with no problem, so how am I not “checked-in”? She double checked and had the wrong room and said we had a dog. Of course, upon physical check-in, we had no dog, and were given a choice of what floor to stay on. This hotel is simply poorly managed, and clearly the right hand has no clue what the left is doing. We will be leaving sooner than we wanted, but there is no way in hades we’re staying longer than necessary. There ARE better choices, sadly we did not choose the right one.…
This is a very nice location and the new modern style of the hotel made our stay pleasant. The available breakfast service was an added benefit with it's available full and ala carte menus. The staff was helpful, attentive and professional. We would stay there again.
My experience with the Management and Staff was a good one . My room was kept clean . The only bad comment I could say was the breakfast was awful , don't pay for it . All being said I would stay here again .