6/10 Okay
Mary Jeanette
Travelled with family, Travelled with pets
2 Nov 2024
Disliked: Cleanliness, property conditions & facilities
I recently stayed at the Hilton Garden Inn in Arcadia, California, and have mixed feelings about the experience. Some staff members, like Amaya, Pollyanna, and Eddie, did their jobs well and stood out for being genuinely helpful and attentive. Pollyanna and Eddie made sure our breakfast went smoothly, and Amaya was quick to step in and solve problems when others didn’t seem willing to.
Unfortunately, these helpful moments were overshadowed by a few frustrating incidents. First, when I asked the front desk about doing laundry, one attendant incorrectly told me that laundry pickups only happen at specific times (even though the information wasn’t on the bag). Instead of assisting further, she gave me a phone number for the laundromat and told me to call them myself. I later found out that the hotel actually has a guest laundry area that she never mentioned.
We also had an issue with a package delivery. Despite showing the front desk our tracking details that confirmed it had been delivered, they initially said it wasn’t there. Only after we pressed them did they find it, admitting it had been misplaced in the wrong box.
Another major inconvenience was being locked out of our room because the door lock’s battery died. When I went to the front desk for help, they told me maintenance wouldn’t be available until 9 am. I explained that I had a flight and needed to leave by then, but the desk attendant brushed it off, saying, “Oh, it’s easy to get to the airport.” I found that com
Mary Jeanette
Stayed 6 nights in Oct 2024