Hilton Garden Inn Milford

“Friendly Clean Stop”

The front desk person was helpful & nice. Housekeeping was nice & prompt to bring towels. It’s a clean hotel. It needs maintenance - rust looking areas around tub/floor corner area, carpet torn up at room entrance & bumpy around bath entrance. Mattresses show age but slept well with quality shee... more

The front desk person was helpful & nice. Housekeeping was nice & prompt to bring towels. It’s a clean hotel. It needs maintenance - rust looking areas around tub/floor corner area, carpet torn up at room entrance & bumpy around bath entrance. Mattresses show age but slept well with quality sheets. Price is better than some others & it’s close to 95.

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“Incompetent Staff”

I'm a Hilton's Diamond member, I love staying at Hilton..don't ever have any issues until this stay. Two days before my arrival I received a phone call from the hotel saying they weren't able to accommodate my request for a change of the room. I never called them. I told the guy I booked my room ... more

I'm a Hilton's Diamond member, I love staying at Hilton..don't ever have any issues until this stay. Two days before my arrival I received a phone call from the hotel saying they weren't able to accommodate my request for a change of the room. I never called them. I told the guy I booked my room in January and hadn't changed my reservation. It was for 2 Queen beds..again booked in January. They downsized my room from 2 Queen to 1 King b/c they were sold out of 2 Queens for Friday night but for Sat. night I could go to the front desk and change my room, also the room rate changed to double the cost I had originally booked for. I never received an e-mail about this change from Hilton, I noticed it in the app. My friend and I check-in on Friday afternoon, I tell them what the guy on the phone told me and these people look at me like I have 6 heads and are like "Yeah, come down in the morning, we'll swap out the room keys for you." Breakfast is $18 a pop...and I asked about my Hilton Honors benefit of the food/beverage credit and the lady tells me I have to change it in the app. Every other Hilton I've stayed at has changed this for me or told me about it. They didn't even mention it, I brought it up. There were 3 people standing there when we checked in. Saturday morning we go out for the day, have all of our bags and I stop by the front desk, someone different and tell her the story of the room and she tells me they can't accommodate my request (granted, this isn't my request this is my org. reservation) and the staff just told me what I wanted to hear. I tell her I need to speak with the manager. The manager isn't around so I tell her to have him/her call me. Later in the day I get a call from the hotel, they can give us 2 Queen beds for our Sat. and Sunday night stays. So when we get back I see the same people from the night we checked in and tell them I need to swap room keys..again I look like I have 6 heads so before I have to tell the story again, someone who I haven't seen before tells them we can swap the room keys. The room isn't as updated as the 1 King bed but we're happy to have 2 beds. I don't really deal w/the staff again until I check out..thank goodness I look at my hotel bill before I leave b/c they had the first time room for $370 when I had booked it for $199..so as we check out I have to tell the story again, I have my original reservation and explain to the guy I'm not paying that for the first night, he changes things and is the most helpful person I've dealt with. No one ever apologized for the inconvenience they put me in or comped me in anyway, extra points or something would have been nice. There were two wedding parties that weekend so I know we got bumped to make them happy, but it was annoying how no one seemed to care that they messed up our reservation and didn't see it as their fault. Normally the staff being meh has nothing to do w/my stay, but in this instance it was everything. I'll be staying elsewhere if I'm ever back in this town. The room was clean, had a fridge, AC worked okay, first room was updated, second room we had was not.

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