BED BUGS This hotel has Bed Bugs! DO NOT STAY. Probably the worst hotel experience ever. when going to bed we found bed bugs in our room the hotel had no extra rooms so we were forced to sleep in our car all night. When we asked for a refund we have been getting bounced around and no one seems to be able to or for that matter want to help us. Spoke with front desk and hotel manager and cant get anywhere. Not only did they put us in a terrible position being infested with bed bugs but they have done little to nothing to help make the situation better. Please do yourselves a favor and book at one of the many other hotels in the area ahead of time because they fill up. We called 17 when we were stranded in our car.

BEWARE! Had the worst hotel experience of my life. Our original reservation was down the road at the Hampton. They overbooked and sent us down to the Hilton Garden Inn - which basically ruined our vacation! The fire alarm went off multiple times throughout the night - causing us to spend over an hour in the lobby at 2am in the morning with other weary customers. The staff was sooo unhelpful and very rude throughout the entire process. While all of us congregated in the lobby, horror stories started to unfold of people's experiences in this hotel in the last few days. Two different people overheard front desk conversations involving theft from their rooms, one current customer experienced someone trying to open his door in the middle of the night, another customer had a large red stain on their sheets when they arrived and the staff had the audacity to come to the room and offer him rubber gloves and a bucket for him to clean it!?! One customer had been given keys to their room, and as they entered there was someone already occupying the room?! You can't make this stuff up, it's so ridiculous!! We were told that we were going to have our money refunded. Surprise, surprise they have backpedaled from that and are now offering their lousy points. The general manager is an absolute coward and will not field any phone calls. By the way, there was NEVER a manager around during the entirety of the stay. Absolute worst hotel experience. Do yourself a favor and stay away! There are 3 great hotels right across the street.

Recently stayed at the property on 2/26 . I have to say it was the worst experience of my life. I went to get breakfast and my food wasn’t done and soggy I asked for it to be remade the lady who took my order rolled her eyes and walked away going to the front desk stating “they keep complaining about they order” to her sister who was running the front desk . Instead of fixing it . The cook came out and was hugging ppl and touching things and used the same gloves to finish the food. After all of that I asked for a receipt of my order so that it isn’t charged to my room when I left it at the table . I asked to speak to a manager and the worker told me to call obama as she called a group of girls to come there and fight for her. Whew I could go on , but the Hilton won’t get another penny from me. It’s like the managers was egging it on making it worst.

Came in and was greeted immediately by an inviting smile. My wife and I were there for our 12 year anniversary! The hotel was classy and was prompt to serve us. I was overjoyed when they offered me popcorn that was popping fresh and amazing. We enjoyed the Benton Harbor community by visiting the local pool hall. The rest of the night was....

Filthy and not up to brand standard, not even close. Friendly front desk, but it took three rooms to get one that had been properly cleaned. First room unserviced, second unswept, muddy carpets, dirty unwiped toilet and filthy sink. It took an hour, but third room had at least been serviced but walls and phone were filthy and had plugged drains, the sink never did drain. This location has serious issues. Was too late to go somewhere else, but $200 for a room in the the filthiest hotel I've ever stayed at was criminal. I would not stay here again.

Breakfast was unavailable in a timely manner (there was not a “hot bar” and no toaster for the bagels and other bread choices), you also have to pay extra for breakfast and that price was included on my reservation, I was charged a $100 more than what my reservation stated, the staff was very rude, my pull out bed did not have linen and we were told they did not have anymore including pillows, the mini fridge was dirty and was not functioning properly and our food we had bought went bad, and they shut the lights off to the pool at 9:30 while me and my young children were in the pool. The information booklet in the room stated the pool closed at 11pm. When I asked the staff why the room was $100 more than the reservation the staff stated “that’s just how it is and I can’t do anything about it but I’m about to go home”. There are multiple other hotel choices right by this Hilton. I would suggest using one of the other hotels.

My bed was soaking wet because the jacuzzi room above mine leaks and I guess they just hoped I wouldn’t get wet or cared. 30 minutes until breakfast is over and the only thing they had was some eggs, meat (that the cook clearly didn’t want to make) and coffee. They didn’t have potatoes, bread, bagels, yogurt, fruit, no beverages including the water pitcher. The hot tub had a disgusting bubbly film that looked like parasites were brewing in. Once I got a clean dry bed, it was stiff and uncomfortable. Not a friendly smile in the entire staff that I saw. Definitely not worth the $265 for a two Queen room with breakfast. Hilton should be ashamed of theirselves!!!!

Terrible place, will not ever come here again. Place is dirty, tv did not work, no coffee. Waited 15 mins for someone to come to front desk so we could check out. Who’s running this place? They should be fired. I recommend Best Western up the street, they have clean rooms, TVs work, and they have coffee.

First of all, i was born in Benton Harbor and i love the city. I was put off while booking for a wedding the room rate was $222. That for me is less than reasonable, but i still booked because the wedding reception was at this hotel. I was thinking that i would be well taken care of. The service staff were great, but paying $26 for my son and i was Ludacris. At least if you are going to tax me, feed me breakfast on my way out so i do feel like my patronage is not appreciated.

Hard water, dog hair, stained up couch. All of the little things really added up. Everything felt moist, smelt moldy. The hotel is in need of a deep clean. The staff was sweet and friendly but everything else is in need of work. Would not stay there again.

Our room was clean, save for the stains we discovered on the edge of the fitted sheets, the shower was nice! I don’t usually write reviews, and I would have ranked this one higher, but I felt compelled to give it a lower rating due to the overall not super friendly staff. The majority of the time we felt like we were overstepping or inconveniencing the staff for asking for the bare minimum. (Paying separate from the room charge while getting snacks, ordering from the bar, which was very uncomfortable- and asking for a later checkout) It was overall a clean stay, but I don’t think we’ll be booking for this hotel again- it didn’t feel worth the over $200 pricing.

TERRIBLE experience!! We showed up for our reservation and knew there would be problems when the front desk receptionist started apologizing that she hadn't put us in the computer. Her exact words were "I should have done this long before y'all got here..." We were then informed they did NOT have the room which we had booked over a week prior. They told us they would put us in a queen room instead of the King suite we had ordered and paid for, had confirmations for for over a week, and expected. After driving 3.5 hours I was upset that not.only were they going to downgrade our room, but then told us "9 times out of 10 this is what happens..." with not a single apology. I asked to speak to a manager, she rolled her eyes and threw her clipboard. The manager, who came out with his coat, laptop bag and untucked shirt was the most unprofessional "manager" I have EVER met. He acted like he was doing us a favor by downgrading the room, was incredibly rude, and made my 7 year old cry. He then told his employee to contact our booking agent to find us another hotel because "They're not staying in MY hotel." As if he is the owner and not a simple, shift manager - a sloppy on at that. We went across the street to the Marriott and have a MUCH nicer suite in a classier hotel. I would avoid this location at all costs, especially with the 3 other hotels literally across the street.

The worst experience we have ever had in a Hilton property. As Hilton Honors members for over 20 years with never a complaint, I guess we were due. The unfriendly staff were major slackers. The TV didn’t work so they moved us. Not much improvement-sat outside on the patio that evening after purchasing a drink at the bar, and after sitting down, we realized the cushions were very wet. (Not visible). The next morning, only coffee, cold cereal and cold bagels were available unless you wanted to purchase a hot breakfast. We went to sit on the patio again only this time the cushions were visibly wet! Maybe someone could take them in at night…??? The biggest problem was that I left clothing in the closet and reported it after checking out the next day. The desk clerk who took my call said she was too busy to check then but would return my call. That never happened and after two more calls, she told me nothing was found. That means whoever cleaned the room took my things from the closet. By this time, the housekeeping staff had gone home. I was told to ask for Crystal, head of housekeeping, the next day, but surprise, surprise, Crystal wasn’t in that day. I later spoke to James, the manager who promised to return my call by the end of the day. That didn’t happen. The next day I spoke with Craig, the regional manager who was going to follow up. He said my clothing was not found. We basically got the runaround from everyone we spoke with. They were very unresponsive. Bottom line, we stopped there the next day on our return trip, and continued to get no satisfaction. The clothing was not found-“goodbye”. For a one night stay over $213.00, it’s a ripoff. I wish we had read the reviews before booking. Don’t make the mistake of leaving anything behind because you’ll never see it again.

The hotel was nice but I felt like the room was way over priced. I stayed here because I was part of a wedding party and the reception hall was right around the corner. This is the hotel the bride and groom selected for us to stay. I had called the front desk Friday, September 30 to inform them that I was part of the wedding party and that I hadn’t checked in yet and that I was going to be checking in late. The lady on the phone asked me how late and I said I wasn’t sure because I was part of the wedding party and I had been asked to help clean up the reception hall. She told me that if I wasn’t there before midnight I would lose my reservation and it would be considered a no call no show even though I called to inform them that I was going to be checking in late. I had to leave the reception to go check into my room and then come back. I wasn’t really impressed with the breakfast selections the continental breakfast was just yogurt bagels toast cereal and fruit. If you wanted to spend extra money you could get some thing from the grill but it was like $10 just for toast egg bacon and cheese sandwich. The room served its purpose I just needed somewhere to crash and shower after the wedding. Just felt like it was way over priced and really wasn’t impressed with the fact that I had to leave the reception to come check into my room even though I notified the front desk there was a good chance I was going to be checking in later, like after the reception.

Good looking hotel, but completely over priced. Room was good but definitely not worth $368 a night rate. Pool in a bad shape and needs renovation. Breakfast is not served to order as advertised. They will put food on your plate , but you have no choice of food. You either eat it or you don't. And most importantly, room was not ready by check in time as it was promised. Staff was rude and with attitude after I stood in line for 30 min and still wasn't able to get my room an hour and a half past check in time. Would not recommend this place .

Couldn't believe how many people in the wedding party got screwed over on rooms! Nobody ever mentioned the hot tubs were taken out either and almost everybody in the group had a room with one booked. Still got charged the same price even though the rooms weren't what was descriped! I'll never stay at a Hilton again with that kind of service. The many hotels across the street were much cheaper too, by the way!

The hotel is clean, modern and close to shopping, restaurants,beach etc.This 1 star is mainly for the customer service experience we received by Abby(Abigail), her attitude and demeanor is unprofessional and very rude and she maybe needs to work in the back where she has no interaction with guest. Upon check in she was speaking to me condescending and did not tell me my room number, she was eyeballing us like we were not guest, I am a Gold Member with Hilton and it’s shocking to me how we were treated we have stayed in Hampton Inns across the U.S and have never been mistreated this way. Abby never informed us of hotel amenities, continental breakfast hours, location of elevator etc, she only slid us our room card without verbal interaction. This was a very unpleasant experience overall, I understand this is a privately owned Hampton Inn but this service is unacceptable and this Abigail employee needs to be addressed, this poor customer service experience was unfortunate and does not equate with Hilton values. Also upon check in Hilton Honors Gold Member are suppose to receive water/snack upon check in that was not done either.

Front desk and employees were great. However, our room was tiny and dirty. There was soap scum/buildup in the shower that was not cleaned and looked like mold. There was an issue with the toilet. It was running all day. Unfortunately, our choices in the area were limited because we were bringing our dog. We will not be staying here again.

4 night vacation stay, room was clean and quiet, pool was out of service due to repairs. Beds could use better mattresses, they were a bit lumpy/over soft. Desk crew was good and bartender was great. 6th HGI we've stayed in.

The hotel is going through some remodeling and our air conditioning didn’t work when we got to the room. Ivan was so responsive- the hotel was fully booked so he put us up in a neighbor hotel in an even nicer room. He met as at the other hotel and had our keys ready to go for us so we didn’t have to worry about dealing with the front desk. Very kind- I would highly recommend staying at any of the hotels in that area which Ivan runs. He was amazing!

I would absolutely recommend visiting the Hilton Garden Inn in Benton Harbor. The room was spacious, clean, and comfortable and made for a peaceful night's stay. The most exemplary component of this hotel was its staff. All of them were so kind, accommodating, and willing to help in any way. Many thanks go to Kelly at the front desk, who expertly managed the phone while checking on rooms and other areas of concern. Moreover, Charase and Alicia, who were in charge of the bar and grill area, offered friendly, fun service while making and serving food and drinks. These two ladies were determined to make all the guests feel right at home, even at the end of a long day. Plan to stay at this hotel when you're wandering Michigan!

If you are booking something like a wedding, I would check this place out. They were very nice about people being loud etc. The lobby at night was really nice to be able to continue the party afterward. Just great service, and they just wanted everyone to be happy.

I have stayed here multiple times and booked several other peoples stay here. Its a good hotel and it’s getting better. The staff are doing a great job currently and the facility is playing catchup after a tough time through the pandemic. Room was clean, staff was friendly and helpful, food was good. Almost a 5-star experience.

As far as staff, this hotel was great. The lady at the front desk was polite and made the check-in process very smooth. The bartender was awesome and extremely friendly, we had some good laughs and she added to the funness of our night. My room, however, was a different story. Upon entering the room, it was apparent that it was not cleaned well. There were crumbs everywhere on the floor, the bathroom had hair from the previous guest everywhere and a half-eaten candy on the countertop. The TV had something gross caked on it, and the bed sheets were stained. It was downright disgusting in our room. Despite the grossness, I must admit I did like the shower. It was very spacious and the water pressure was great! I must also add that I had family in a few other rooms and they all said that their rooms were clean. So I don't think my experience was a typical one, I just had a bad luck of the draw unfortunately.

We used to love coming to this hotel. The staff is always pleasant, and we've never had any major issues with the room. The only reason we came to this hotel was for the pool/hot tub and the jacuzzi rooms. After we arrived for this visit, we found that the new owners got rid of the hot tub and all of the jacuzzi rooms. With several hotels in the immediate area, we won't be back to this one.

The stay was fine. However, the hotel has an issue managing lost and found. I had left a large toiletry bag in the room. I called multiple times to get the item back. It seems like a simple process that if something of value is left behind in the room that you have all of the information needed to get it back to the owner - the room number, the date and the name of the person on the reservation. It is incredibly frustrating that they cannot locate the item. Their process could be improved. I had called 8 times. Several of the calls I was told they would call me back if they found it and didn't take my name or number. The problem could be the cleaning staff. Either way, you could enable your customers to have a better experience. You have everything you need to be better.

We booked two rooms; upon arrival were told our second room didn't exist and we had to purchased a 3rd room. After finding out about the miscommunication, they canceled the third room and booked it out to someone else for the night. I've asked three times for a refund for that third room but no one will do anything or bother to call me back. Rooms were spacious and shower was nice. The comforter had something dry and crusty stuck on it, not cleaned. Coffee maker in our room didn't work.

Hotel is very dated and smelled of smoke both in the lobby and in the rooms. Pool was dingy and over chlorinated, and the continental breakfast was underwhelming and the cooks weren’t able to keep up with the made-to-order hot breakfast orders two of the three mornings we were there. The front desk and bar staff were great though!

Overall a good place to stay. Even with renovations going on, the whole place is kept clean and welcoming. Located close to stores to get anything you may have forgotten.

Very clean, the carpets are all steam cleaned I can see, the Hotel doesn't have a smell, like some hotels do, there's no covering anything with sprays or any stale air smell in any part of the hotel that I have noticed. I know some don't think about this, but the air is very good in this hotel and everything is very clean and well provided to Hilton standard. The surprise for us was the breakfast. The breakfast is outstanding at this location. The omelette is the very best one, either of us had ever had at any Hilton location including Embassy and Doubletree who also do, to order breakfast, the breakfast sandwich was something everyone at the hotel raves about and my French toast was also the best French toast I ever had anywhere. I enquired of the chefs name and it was Shanita, so if you stay here and Shanita cooks your breakfast you are in for a treat. We thought the breakfast was so good, we booked an extra night because of it.

So much wrong with this stay! I booked the room specifically for the amenities namely the hot tub and pool that would have been much needed after an 11 hour drive. After arrival we discoved both were shut down and unavailable. I had my son and his girlfriends family coming to meet us and have dinner since the hotel had a restaurant and bar. We found both were closed and were told to go to Walmart for drinks. We ended up Doordashing dinner instead and sitting at one of the large tables. When we did go up to settle in the room we found the sleeper sofa my son was going to stay on was horribly stained and dirty, leading me to make other arrangements for him and his girlfriend. There was also a large gap in the door so much so you could see into the hallway. I used my digital key to enter the room only to later not have it work. We were given two key cards as well of which only one would work even after taking the non working one downstairs. The entire stay was extremely disappointing especially for the price. If I would have known we would be staying in the equivalent to a super 8 I would have just booked there and saved some aggravation and money.

Worst Hilton I've ever stayed at. Read the reviews. Staff is unprofessional, in desperate need of training for the hospitality customer service industry or common courtesy. Not one of them smiled or was hospitable. For $120 a night the bed was rock hard and old and the pillows were worthless. They either need new management or they need to train their employees how to Simply Smile at their customers and say hi, it's called customer service. And they shut their breakfast down 10 minutes early. I'd complain to management and ask for a refund on that worthless stay however judging by the staff I don't think I'd get anywhere. Don't stay here go spend the same amount across the street and be treated well and game comfortable beds and pull out couches! The only positive about this place is the lobby is very nice looking.

The room was somewhat boring. It needed something to pick it up. With the curtains closed it was a depressing atmosphere. The television wasn't working and no one was working at the time to fix it. Had to go to the lobby and watch whatever they had on there television. All of that after being sidelined on our way to Battle Creek, MI due to a snow storm and we couldn't see which led us there. It could've been a better experience for sure.

One of the best experiences we’ve ever had at any motel! From the cleanliness, the comfort of the rooms and beds, the environment was over the top! The staff was amazing and management should be very grateful for their employees! So kind, helpful, and very friendly! When we come back to town, this is where we will always stay!

My family stayed here for my sisters wedding last weekend. Not only were there issues with our (pre-booked) rooms upon arrival, but I had left my makeup bag hung in the closet of our room accidentally. I had called the SAME DAY we had left to ask about the bag, to which they said they would search for it in the closet and get back to me. Not only did I not hear from them, when we went back the next day to see if they'd seen it, they claim they have not. It's a large makeup bag hanging in a closet, it's easy to spot. There is no way a guest would have taken it if the hotel staff cleaned the rooms properly - so I can only assume it was taken by a staff member. That's over $150 worth of makeup and other items gone.

Positives: Comfortable beds. Good pillows. Staff was friendly and accommodating. Negatives: Breakfast was very very slow. We booked a couple dozen rooms and one had a bed bug. Yikes!

Save you money! Worst bed I've ever slept in! I chose to stay at this Garden Hilton because my daughter wanted to order room service. When we arrived, we were informed that the hotel didn't offer room service. Another reason we chose to stay at this Garden Hilton was the made to order hot breakfast, which I paid extra for, unfortunately, the cook called in sick the first morning so we only got to take advantage one morning and it was okay. The fresh fruit that you saw pictures posted of in the elevator and online ended up being canned, which was extremely disappointing in August when most fruit is in season. The only saving grace was that the staff was very pleasant or we would have checked out after the first night and stayed elsewhere and saved about $100 a night.

Very nice hotel with its own restaurant and bar. All of the staff was friendly and welcoming. Our room was spacious and clean. We would definitely stay here again if in the area!

Note: I'm a diamond member and have stayed in numerous Hilton hotels. That said, this hotel consistently struggles to provide basic services. It’s a nice enough property, but they just can’t seem to get it right - dirty rooms, disinterested staff, even refilling the coffee is a challenge…etc. I get staffing shortages and other challenges, but the problems with this property are well beyond not having enough staff. Also, this review isn’t based on my experience with one stay. I’ve stayed multiple times in the challenges are consistent year to year. It never changes.

ALL staff were very friendly. Hotel was beautiful. Our room was great. The pool/hot tub area was very clean and well kept. We have NO COMPLAINTS in any way how shape or form.

Make sure to book the correct package to enjoy the breakfast included w pricing. 1st initial check in too expensive through priceline. 1/2 price if ya add on a night. $15 hot breakfast small portions. The Naming of rooms are extremely misleading. Rooms are mostly same exception being normal king, Queen, dbl ect. As with other businesses due to short staffing this is not the place for babysitting. Check in, out keep moving. Floating objects in pool & foggy water has me to believe there's no filtration to pool.

Nice folks, attentive. Directv system is old and outdated. TV did not work in our room, or in the lobby's 'main room', maintenance was powerless to make repairs! Sucked! Could not watch college football. Metal door frames were out of alignment and the doors required some manual push & pull to open or close. Loved the 'digital key' system.

We really enjoyed our stay here! I have Zero complaints, everything was perfect! All of the staff treated us great!

They have a hot tub in the pool area!!! That was our entire reason for choosing this hotel over their competitors. The building is all shiny, new, and clean. They have a Keurig in the room. My one complaint is that they over-poured the chemicals in the hot tub, so we couldn't soak more than 10 minutes before our eyes were burning and we were coughing.