During our stay last Sunday to Wednesday at Hilton Garden Inn Plymouth, we encountered multiple disappointments.
When we arrived, the front desk did not have record of our extended reservation through Wednesday, causing confusion at check-in.
In Room 213, the thermostat was unresponsive, making the room uncomfortably warm. We reported this the next morning, and were told maintenance would fix it, but nothing was done.
The next day, while we were at breakfast, the front desk called asking when we would check out. Again, we explained the stay had been extended. Though they confirmed the reservation was correct in their system, our room was not cleaned that day. Even after requesting housekeeping, we returned to find unmade beds and no clean towels. We had to request towels at the desk ourselves.
On checkout day, we planned to have the breakfast we’d paid for, but were told a full breakfast wasn’t available and nothing gluten-free was offered. We left without eating. Staff did offer Hilton points, but it did not offset the frustration.
Finally, when departing, only decaf coffee was available.
We have stayed at many Hilton properties and have always trusted the brand for comfort and reliability. This experience, marked by repeated apologies but no real solutions, was disappointing.
We hope management will take this feedback seriously to improve guest service and prevent these issues from happening again.