10 Reasons Why I am Not Returning to Hilton Garden Hotels Very Disappointing Experience - I am assuming that this is a mismanaged franchise operation. I am a Hilton Honors Gold member and I will not be returning. 1. No bottled water in the room. 2. When I called the front desk last night for water, I was told my the female front desk that I should have asked for the water when I checked in —- rude! 3. The bathroom has cheap bar soap and no shower gel. 4. The coffee was horrible (cheap) and they only had a big bottle of unhealthy (cheap) non-dairy creamer full of sugar and other chemicals. 5. I ordered an omelette and bacon and the eggs had a weird flavor - I am not sure what cooking spray or oil they used to cook the food. 6. My breakfast should be free as a Hilton Honors member, But I was still given a bill to sign (for food I did not like…. I had a few bites and threw it away). I was told it will be listed on my bill and credited … we will see if that happens. 7. The hotel needs a renovation. 8. Carpets are dirty throughout the common areas and elevators - they appear to need to be vacuumed. Unbelievable ! 9. The overall area (outside of hotel) is dirty - it is sad …..California is going down and I will never recommend people to stay anywhere close to this area. 10. I did not feel safe walking in the area around hotel (a lot of businesses appear to be closed)

The staff at this hotel were very nice. The cleanliness of the hotel, however, was concerning. There was black mold in the shower of our room. The rest of our room seemed fine and clean enough. The beds were very comfortable. The hot tub was absolutely disgusting. It was full of foam for some reason? And in the foam was a bunch of hair and floating brown stuff. There were also food wrapper in the hot tub. The hotel did not appear to be very busy during our stay yet we got put in a room that shared a door with another room that had a very young child staying in it. The kiddo cried all night. We didn't see hardly any other guests during our stay and feel we could have been put in a room that didn't share a door with another family.

I recently stayed here for 4 nights. I'm a Best Western girl and after this trip, I will stay a Best Western girl. I had reserved a king room. Upon my arrival no king rooms were available to I took a room with two queens. Not a big deal. After settling in my room, I noticed that one of the beds looked slightly different than the other. One wasn't made up as nicely. I did a quick inspection to see if it was clean. It appeared to be but there was just something off about it. Fast forward to bedtime. It had been a long day of travel and running around and I was exhausted. I was getting ready to crawl into bed and something caught my eye... there was a man's sock partially under the pillow and partially hanging off the mattress next to the headboard. Ewww.... I looked further and found some Hot Wheels cars behind the bed (that I can deal with... a stranger's sock in my bed, no!). Needless to say, I didn't sleep in that bed. It was obvious that the bed hadn't been changed after the previous guest checked out. That is why it looked "off" from the other bed. The next morning when I was venturing out, I let the front desk know about my findings. The gal was very nice and said this was not ok and someone would reach out to me. No one reached out. Four days later when I checked out, the same gal was at the desk. I reminded her about my findings and she said someone was supposed to call me but the hotel was in the midst of changing management. During my stay, no one called me to follow up. I was offered no compensation, no offer of switching rooms, no offer of housekeeping coming in to change the bed. I understand things happen, but to not follow up with a guest is unacceptable. I wonder if the bed will be changed for the next guest? In addition, the bathtub was either not clean or so old that the white finish was gone. I couldn't tell. I will be sticking with Best Western Hotels from now on. Hilton had the opportunity to make me a happy guest by just touching base with me. Is anyone from Hilton going to call me to follow up? I doubt it. If they do, I will update my review.

Don’t stay here. I had a very valuable item come up missing from my room during my stay. When I asked management to look at the cameras to confirm if someone had entered my room. I was ignored, given the run-a- rounds and disregarded. It’s a shame that the staff and management are so unprofessional and dismissive.

Imaging paying $150+ for a daytime stay for 5 hr but experienced exhausting checkin process and no WiFi connection for business call? My reservation is day rate so I checked in after 10 am but the front desk questioned my reservation and told me I am checkin too early and there’s no day room existed? Took her 10 min to talk to manager to understand the situation so I finally got my room key. After getting the room key, I then realized that the WiFi page does not recognize my room info (last name + room number) so I called the number for the att help line and then the front desk but no one answered my phone! While being missing from my business calls, I called the corporate customer service for Dimond members and the person who helped me called the front desk for me and he also experienced the same: the front desk put him on hold for another 3 min and still not answering his phone call. The corporate customer representative asked me to go downstairs to get network issue resolved, but imaging how unprofessional the front desk was and how little time you have for the rest of your reservation and you already missed an important business call? This is so far the worst experience I have ever had with Hilton.

We had a 4-day stay with my wife. On the day we were due to leave, we asked for a 1-night extension in the lobby. They were very friendly, excellent service in the food and variety of wines 🍷 but my wife was struck by the charisma and attention One maid in particular, the lady does not speak English but tries to communicate with others in the best way possible. We saw her on occasions pushing her housekeeping cart and at another time she was cleaning the lobby. The employees are worth it. I congratulate them. That lady represents a lot to the latin community [my wife is proudly latina] her name is Hanna 👍

Hotel itself was great room was nice. My complaint is the breakfast. It is industry standard to provide a breakfast. I am a diamond member so you receive a $10 credit but all of the decent chooses are $16-18. In all my stays at hiltons and garden inns across the country I have never had to pay a dime for breakfast. But this hotel for some reason you do.

For the price we paid, I would have expected more. The front desk NEVER answer their phone. Even tho they are pleasant in person. The rooms was clean but the shower head needs to be replaced, water everywhere in every direction. The walls are also paper thin as we could hear our neighbor as if he was in the room with us.

I love the rooms the area it’s OK service was amazing. My only complaint is last night. Somebody was smoking weed in the hallway on the room. I don’t know. My other complaint is breakfast. I’ve been to a whole bunch of places I have never been charged for breakfast they don’t even have a great selection. I had to tell the lady if you’re going to charge me for breakfast can I at least have some fresh eggs because the eggs that were left was dry and not edible to my standards it’s crazy. Stop charging people for a complementary breakfast. It’s already expensive enough to stay in a place like this do better stop being hungry.

Booked this hotel $160 for night, other hotels 7 minutes south had some noise ordinance reviews, their price was $60-$75 a night, well this hotel had a parking lot or landscaping work going on , around 7am they started a bobcat with a concrete hammer drill n all other tools going on a non stop noise right outside my room. Not the way. I want it to spend my morning after a busy day,

Great place near the airport. We just needed a quick overnight for our early morning flight. This hotel had great clean rooms. No issues during our stay.

I checked in on my phone so I used digital key. We arrived around 630PM my husband was so tired from work and decided to hop in the shower. Tips: check all the towels first before you use them. All the towels in our room have stains or either dirty. I called room service and they said call the front desk. I called the front desk to ask for new towels and told me I have to get it downstairs. I dont mind it, I brought the dirty towels to the front desk and told her she said sorry and she was nice and asked if I want to be move to a different room I said its okay we are settled already just need a clean towel. After we showered we lay down on bed to chill but me and my husband started itching and I started sneezing. I am allergic to dust so yeah the bed was dirty too. I have to put the extra towel on my pillow so I will stop sneezing and will get to sleep. Woke up shower still sneezing. The hotel seems not busy. Front desk was nice. Hallway is dark I got scared lol. 4 stars for Free parking YES!!

I’m so glad Courtney was working the day I showed up! I had a couple issues with my online reservation but she was able to sort them out right away! She really went above and beyond to make it right and with how busy they were I don’t even know how she managed but thank you!

Clean and comfortable rooms. Friendly and welcoming staff. Very accommodating and helpful. Conveniently located near not only retail and grocery stores, but transportation and various restaurants as well.

My boyfriend booked our room a few weeks ago and we had a great experience. Courtney was very helpful and she provided great customer service. We definitely plan on coming back! Thank you!

We always stay in this hotel for family visit close by, love it the hotel because is clean and don't smell it , I would like to add some few things that I believe can do better , as that little details do big diferents I work for four seasons hotels management and this help to improve. Add more towels was 2 persone my husband and my self and only one big towel We went ask for more in reception and they don't it have it . So we have to used 1 towels for 2 days . The pillow are very used maybe changed will be great and add 2 more . The coffee inside room is only decaf , add some real coffe expresso o normal with cafeína will be lovely. I try get some of the nice water cool with lemon in the desk by the lobby and not glasses for 2 times. I have to ask the ladies in desk that was in the iPhone. Little details can make the diferents. How next time we came back we would love see the improvement. Thanks again

I stayed on the 4th floor and it smelled of old cigarettes' and the room had a strong smell also. the room was clean but the smell on the 4th floor was strong. The rest of the hotel was nice and staff was kind and helpful

Staff was very friendly and is not far from Oakland Airport. The front desk was very accommodating in setting up my Uber to arrive at 3am to take me to the airport. My only complaint was people across from me partied in their room all night and were loud.

Friendly professional staff. Clean, with the exception of the inside of the elevators. Hotel felt safe, though surrounded by an area with a lot of trash & homelessness. Complimentary breakfast could use a little freshening. Overall satisfied.

If I knew it be this ghetto, I'd save my money. There were visible black marker scratches on the table, and covered up wholes on the tv stand and yellowish soap residue in the shower...just NO. The front desk guy who checked us in Saturday night 4/8/2023 was a joke. He assigned us a dinky room and had a snobby attitude like he was running a 5-star hotel. I was too tired too tired to fuss so I didnt bother requesting a new room which would've probably been met with an excuse anuway. And I asked him if breakfast was complimentary, seeking some good, in what was already a disappointing choice of stay, and his exact words were "Oh, I don't know if it's included, but let me check, because you know, they beat the eggs and prepare like that, and you know, it's a really good price, so yeah.." ok. First and last at this location. Don't waste money here.

I booked a room here and they charged me twice. Although I was refunded the Breakfast isn’t free. Breakfast looks like warmed up food. Complained about them because they didn’t want to make potatoes for my eggs because it would take 20 minutes but there was 30 minutes left till breakfast was finished. Called from room to extend my stay 5 times and they ignored my calls. I told them that I had booked again on hotels.com and they went to erase the deal of the website just to tell me I had to leave the room. 20 minutes after I checked out they called back and said I am banned because the room was messy. I think they’re mad I was trying to tell them how to run a business. All good wouldn’t want to spend my money here again. Thank you! God bless!

No one smiles. Good English is not spoken here. Food is bland. It's nearly impossible to get out of the parking lot and go the direction you need without going a few blocks in the wrong direction so you can turn around. I have stayed in several Hilton motels, this one is by far, the worst.

I had a business trip in San Leandro and spent a week in the hotel. Good location if you have a car, friendly staff and low cost option. Caviats: Due to sanitary rule (COVID-19) they are not cleaning the room, exchanging towels or room itens such as soap as any other hotel that I've been even during pandemic period. You need to ask at the reception and they will provide new towels, soap and coffee capsules. Very annoying and for no reasonable reason. The gym has a tiny space and few free weights, although they provide towels and water via fountain. The breakfast is OK. I'd suggest them review the COVID-19 policy being move convenient hotel. Nevertheless, I recommend for short period of time.

Service was excellent! I didn't stay with them because the area was in a very sketchy neighborhood but they were so understanding of how unsafe it was and they waived my cancelation and even waited to cancel until I had another reservation somewhere else. I didn't get their names but they were working around 5pm on July 8th.

This is a great hotel. Expensive business hotel. Only 2* because the entire big lobby stunk of marijuana. Management allowed people to smoke pot right outside the side door. When I pointed it out there was no reaction. Revolting!!!

I just wanted to take the time to give credit to all your very accommodating staff, but especially to the front desk reception worker Melissa. On our 2/3 & 2/4 stay at your hotel she went above and beyond with her exceptional customer service. She holds herself with the utmost professionalism, while making us feel so comfortable and helping in ways one couldn’t, wouldn’t expect! She was a pleasure and a hero!

The nicest group of people I have encountered in a long time. From the front desk to the security everyone was nice and professional

Pay for breakfast? Really? Not what I'm use to. No hot water in the sink, only 1 operating elevator and no working ice machine.

Best hotel out of the 3 I was in this week. Nice room, modern amenities, comfortable bed, relatively quiet AC… Upgrade the shower head to one more conform to the standing you represent and you get 5 stars from me!

Check-in went well. Rooms clean and comfortable bed BUT the bed kept moving. I had no idea the walls were thin. The soaps in the showers are cheap bring your own. Nice front view by the flower tree. I requested late check-out and I had the DND sign. I was definitely disturb I was upset but then I just calm down. People make mistakes, I hope you can let your housekeeping team know how to communicate with the front desk to check before knocking. Breakfast lady was nice. Breakfast is not free extra fees apply. Parking is free thank you!!!!!

Love the location. Shopping centers were close by. Just a FYI for those complaining about they soap, bath gels and so forth easy fix BRING YOUR OWN!!! THE FRONT DESK PEOPLE WERE NICE & HELPFUL. LIFE SHORTS STOP COMPLAINING ALREADY!

The staff and facilities were fine. The entire hotel smelled like pot. It was even in my room. I had to leave early to another hotel.

Great for a last minute stay. And amazing breakfast cooked to order or buffet option.

It's not that it's not a clean hotel. ....but the area is little sketchy. And they will have you sign a form saying you won't do drugs or have violent fights ect.....👀

Was extremely disappointed with my stay. Booked two days -was intending to book an additional five as we traveled from Hawaii to bring my son to his new school, however it was not worth it. Got in late. Pick up from the airport was good - got the last shuttle. The shuttle driver was friendly. Check in staff was nice. It went all downhill after that. Got to room and had to ask for new bedding. Should have left then. It was late and the kids were tired. Next evening, we get a loud banging knock at door from someone claiming to be security. He said there were noise complaints about our room. There was no one up and everyone was asleep at 11pm. Even when I explained this, his response was he did not care and to keep the noise down. We heard Oakland was not safe to stay in, so we tried this location outside of Oakland instead. We were afraid after security guard banged on the door very loudly and woke everyone up. Was not comfortable after this, we tip toed and whispered the rest of the night and morning and could not sleep after this encounter. WiFi would not even work. Also thought breakfast was complimentary but was told it wasn't. We left early the next morning! Never again will I stay here.

Perfectly comfortable stay in a convenient location! Booked with family, and had very pleasant experiences with both Courtney and Sydney - always a plus when staff goes out of their way to be super friendly and helpful! The rooms were clean, and the lobby/bar area is tastefully decorated and well serviced. The property seemed to be safely secured and quiet. Would definitely recommend!