Hilton Garden Inn West Monroe

.

The hotel was so clean, the beds were super comfortable, the staff was very friendly

Rooms were not updated, had to move rooms because our first doors lock wouldn’t work. Half the hotel doesn’t have hot water, bathrooms are in terrible condition - rust everywhere/ paint peeling. Staff tried to steal items from our group and we had to challenge them for them to return the items.

Hilton is a well-respected and trusted name in hospitality, which made this experience particularly disappointing. Upon check-in, my reservation could not initially be located. I was provided a breakfast voucher only 15 minutes before breakfast service ended, rather than at the time of check-in. Additionally, there were used, dirty towels from a previous guest left in the restroom, indicating that the room had not been properly serviced. More concerning, there was an active water leak in the bathroom above the sink that appeared to be coming from the light fixture. The water ran down the mirror and wall, onto the counter and floor, pooling and soaking my personal hygiene items. The carpet outside the restroom was also saturated, creating an unpleasant odor in the room. When I notified the front desk, I was offered the option to move to another room; however, I was informed that I would not have a working room key and would need staff assistance each time to access the room, as only a master key would function. This solution was not practical or appropriate under the circumstances. I believe more should have been done to properly accommodate this situation, and I expect a higher standard of service and care from a brand with Hilton’s reputation.

I paid for an Executive suite through Expedia and was re-booked into a normal room with a king bed. I was told the price would be the same as that was supposed to be ok with me. I will be requesting a refund for the room I paid for instead of what i got.