Hilton Garden Inn BWI Airport

B

The breakfast was abysmal. The small selection of hot food eggs potatoes bacon and sausage were very cold, selection of pastries and bread very limited bagels and they didn't even have cream cheese. And the entire second floor was set up like a shopping mall with almost every room being clothing vendors... Would not stay at this location again.... I've had much better experiences at other Hilton Garden inns

Most uncomfortable bed I have ever slept in.

The hotel was very clean, I didn't like that I had to pay extra for continental breakfast. They did offer a buffet for a few for those who wanted it. The area where you can purchase snacks was really over priced for a chips and a drink it was like 11.00.

The room was very clean and comfortable. The breakfast was terrible. I added on $5 for breakfast daily but after day 1, we didn't bother with breakfast - wasted $ for adding on breakfast. Example: The bowl of whole fruit had rotting fruit. The rest of it was just unappealing. The cleaning staff was friendly (I spoke Spanish to them - not all could speak English but when they understood, they were incredibly helpful). They worked hard to keep the property clean. I've never had such turmoil in check-out at a hotel. The office staff manager was confrontational, didn't listen and did not handle incoming phone calls or the people/problems in front of her well at all. After an hour and a half later and a phone call to Hilton's customer service, we finally checked out. The issue was that at check-in, the attendant said for me to be sure I wasn't charged again for the prepaid room, that something was 'programmed incorrectly'. I did that but the attendant at check-out just tossed the print-out receipt of amount owed to me and said to take it up with hotels.com. The attendant could have easily explained the process (there was no problem of dual charging) but instead of most check-out experiences when you have pre-paid where they say 'Everything is all set,' it was a 'you figure out our system' response. She didn't listen nor did she communicate. As I became more frustrated, she put it on me and when it was all over, laughed. Yes, I submitted a complaint with the hotel against her.