the water had been cut off so no shower , microwave in room did not work and the indoor pool was closed for construction. The room we booked was 299 a night. We were never offered compensation or a new room. I kept asking and the manager, Ruben kept saying there was nothing he could do and that the water would be back on in 15 minutes. I had made a comment that I was sure he didn't want me to leave a bad review and he stated" Even if you had a good stay you would probably still leave a bad review" I guess he doesn't care about the property he "manages". Maybe he should get a new job or take some customer service classes. My family and I have stayed in several hotels over the last few years and we have never once encountered the blatant rudeness that Ruben possesses. UPDATE: I just got off the phone with them because they charged us $1014 for a $676 stay. At first, Sidney at the lobby told me she couldn't answer my questions as to why I was charged that much and that I would have to speak to the manager who was at lunch at the moment. I told her that she was going to resolve this NOW. She put me on hold for a minute or so then came back to the phone. First she said Ruben planned to charge one night on my husbands card and one night on mine. When I told her that I was confused and that didn't make sense. She put me back on hold, came back and then explained that because they were completely booked and full for the weekend that they took everybody's card that stayed that weekend and charged them as a "deposit" of sorts which I will get back. I asked if that was common practice she admitted that it wasn't. So $299/night $77 or so in taxes=$676. On Friday at check in my card was charged 338, Saturday my husbands card was charged 388, then on Sunday my husbands card was charged again for 288. The math ain't mathin... DISHONEST, DISORGANIZED, DECEITFUL. DO YOURSELF A FAVOR AND AVOID THIS PLACE!!!

Room was not clean on arrival. Was in town on business for the High Point Furniture show. A layer of dust was on both headboards in my room. The room also had less than pleasing odor. The bathroom had hair on the towels, wall, and on the facet. I told management and they quickly sent someone to "clean." The headboards were dusted and I asked for the sheets to be changed as dust would have gotten on the sheets (I have no idea if this was actually done). A light once over was not done on the bathroom. The towels with hair on it, still there. The hair on the wall, the same as when I took the photo. The only thing handled was the hair on the facet. How did management respond you might ask. I was given free breakfast for myself and a colleague for my first morning. I'm not trying to pull a fast one and get freebies but unacceptable. On the second morning I tested the front desk agent who originally sent up cleaning staff to see if he'd do the right thing and give me complimentary breakfast. Not surprisingly he gave me this dazed look and said no it was only one comp. I said OK and ordered. It's not about the money it's about the principal of things. SILVER LINING: I want to make it known and clear that the wait staff was absolutely delightful and kind. I wish the rest of my stay was as good as the two women who waited on me. Coffee was always full and they were as sweet as can be. I will say this truthfully. I NEVER write reviews and I am disgusted with myself for doing so but I can't believe how poor the service was. First time for everything right.

No Spa!? Staff was pleasant, common areas and rooms were clean. Apparently the hot tub was taken out of service TWO YEARS ago but no one has bothered to update their site listing. The front desk clerk snickered when I asked. I chose this over other properties BECAUSE OF the spa (for my Mom to relax in) knowing this wouldn't be a hotel full of kids. Very disappointed and will NOT be returning.

I was disappointed to stay here recently. The staff are generally nice, but this time were not accommodating. They didn’t clean the rooms, service was extremely poor! I was disgusted to see the pool conditions. Water was dirty, dirt everywhere and no idea when the pool was last cleaned! Maintenance standards have gone down. I was deeply disappointed that the hotel performance have significantly gone down.

Great place to stay. The location is great, the staff is friendly and kept the rooms super clean, there is a bar/grill with good food, and pets are allowed. So thankful that pets are allowed! Dear other travelers with pets… be considerate and pick-up after your pet. Few hotels allow pets and leaving a mess behind certainly doesn’t encourage other hotels to consider allowing pets. Please pick-up!

WHAT'S THE SMELL. I am chemical sensitive and the room service on our floor was burning mine AND my adult son's sinuses. There was a dog show with lots of dogs staying in the hotel night one so we assumed it was cleaner for the animals (?) but after they all left it continued. Truly, if you have issues with commercial chemicals, avoid this place. Despite the persistent cleaners.. the floors in halls and common areas were pretty dirty and they couldn't seem to vacuum. First trip in this area, it won't be my last but now I know of all the other options. Breakfast wasn't free which when booking I was told it was as a Hilton Honors member. Had to leave one day early as there was an unexpected emergency at home and the desk agent basically said too bad, my night won't be refunded unless the manager decided to be nice?? I left my cell, they didn't call.. I guess they're hurting bad enough they have to hold that one day hostage. I will let Hilton Honors know as I travel A LOT, but the area was quiet and comfortable. It's sad, hope they change to stay relevant and open. **UPDATE** This is 100% the proper hotel for my review. As the response is nearly ONE YEAR from when I stayed, it is possible they changed policies on pets. But it was this hotel.

I am a Hilton Honors, I stayed at the Hilton Garden Inn in Winston Salem Hans st. This is my first bad experience. The room smelled bad, they were doing some renovations and parking was limited. It was just not good. Room 127, whoever tried to clean it they just did not do a good job.

The hotel is nice. The pillows were terrible, flat and small. I ordered a double bourbon at the bar straight up. The bartender poured it over ice and charged me $27.00 for the double, not even the best bourbon.

Everyone was very pleasant and helpful and nice, loved It will return clean room, smell great they are doing a great job 😁👍

Horrible hotel they changed my military rate without informing they need orders for my stay, I called the manager Griffen or whatever his name is and I never got a call back. I provided the orders to the diamond reward desk but I still had to come out of pocket because they emailed me saying that I was advised of the rate when I was not. Absolutely not military friendly take your business elsewhere!

The manager at this location was very rude, condescending, and loud. Terrible customer service. His front desk staff made an error and he won't make it right. The front desk clerk agreed I could cancel without late penalty because of extenuating and last minute circumstances. The manager charged my card anyway and now won't refund me even after agreeing in writing that his front desk clerk did not have the power to authorize my request so even though it was her error, I (the customer) would still not be refunded.

I stayed here for a business trip during the week of July 31st, 2023. They were doing renovations on the 4th floor. In spite of actively renovating, it did not impact my stay in any negative way. They performed the construction mid morning until the evening. I stayed on the fifth floor in their newly renovated rooms (they started the renovation from the top and worked their way down). It was a wonderful room with plenty of USB charging ports, a desk area, drawers and hangers for my clothes, etc. The staff were all extremely friendly and accommodating. I really cannot find anything negative to say about my stay. I would recommend the Hilton at Winston-Salem

Excellent hotel! Close proximity to local attractions. Clean, comfortable rooms and common areas. Amazing service at the front desk and bar/restaurant! Couldn’t be happier that we stopped to stay here during our cross country road trip. The walking trail was amazing for tiring out our dogs and toddler.

This is our 2nd stay at this location. I was not impressed on our 1st stay. That being said, the hotel has gotten a complete makeover and is great! Our room (king) was clean and extremely comfortable with new carpets, furnishings and bathroom. The nice thing about this location is that it is away from any interstate highways and way off of the nearest road. We did not hear ANY traffic at all. The hotel is clean, especially downstairs and the bar area looks nice (didn't visit). Thank you for a great stay!

I’m not one to usually place reviews. Though out of the many, and I mean many, hotels I’ve stayed at; this hotel, especially its staff, make it worth a review. The staff is incredibly friendly, as well as personable. My experience interacting with the staff is always amazing and I always end up leaving the lobby with a smile and my day made. The food here is excellent, rather than going out to eat, or having food delivered; I’d much prefer to eat here. There is a nice selection of menu options all priced reasonably for the quality of food. The room itself is like your standard hotel room, and the cleanliness was above par beyond many other hotels. One down side of the room I’ve ran into worth mentioning would be the humidity. Regarding location, there are plenty of other food options around, as well as shopping. *At the time of writing they are going through some renovations. Though even then, I hardly noticed that there were renovations taking place.* (Staff I interacted with the most and/or made the experience: Kim, Ruben, Salina, and Juan) (Roughly 20 nights of excellence) Thank you, for providing an excellent stay!

Went for a wedding. Was very expensive due to 2 college home comings the same night. When planning your wedding please consider this. It isn't very good for your guests. Never have ever spent that much on a room, and I travel a lot.

The absolute worst Customer Service that I’ve experienced at any Hilton Gardens Hotel. No smile, greeting or good day wishes. Hotel staff was not engaging or nice to Customers. Staff appeared to not care about the service to its customers. Not good!!!

There wasn't any heat in our room. When we reported it someone came and played with the controls but no other attempt was made to rectify the situation. They did not even offer to move us to another room and it was the coldest night of the week. I left a message with a manager and no one has responded yet. Hoodies and thermals were worn to sleep that night. Also apparently, as a gold member, there should have been a breakfast credit but when my husband went down for breakfast he was told he would have to pay. No one even mentioned the breakfast credit at check in. I found out about it on the their website after the fact. Beware and ask lots of questions. This location was a nice place to stay over a year ago. Not sure what went wrong.

Very nice hotel. Super clean rooms, great water pressure, comfy beds, decent breakfast and bar, functional gym (def NOT “state of the art”), and super friendly staff. Very pleased.

4/29/2023 You check-in online and receives a digital key which is activated to allow you walk into your room upon arrival. You go to the front desk later upon arrival to get a physical key just in case and you are told you need to show ID. When you asked why, they tell you it’s for security reasons. Wait a minute, you could have walked straight into your room with your digital key because you’ve already checked in. But because you asked for a physical key they want to see an ID and that is for security reasons? 🤷🏽‍♂️🤷🏽‍♂️🤦🏻 very interesting 🤔 And the manager or supervisor on duty was very rude only because I was asking question to better understand the security reasons they are talking about. Poor customer care and I’m surprise they are still in business.

Complementary Housekeeping by request!! What?? Dirty rooms(dusty), and not a daily cleaning routine. While this is stated on the room it is still not right. I shouldn’t have to ask for basics like shampoo, soap, or towels on daily basic for 4 days stay since I have never done this on any other hotel. I end up heading to Target to buy all stuff that normally included on any reservation. Don’t provide me a template answer you have others expressing the same frustration, even if provide discount, point or a even room this doesn’t take main subject that you sell an expected service, and provide a less service after the customer arrive at your location.

Been staying in alot the last month with my dad in hospital. Absolutely love everything about this place. First of all the staff is Absolutely fantastic. They always remember and always ask about my dad. They go above and beyond. The rooms are super clean and quiet. It's near the mall and plenty of restaurants. I would highly recommend this place. Thanks

The hotel was a 3. I’ve stayed in nicer non-luxury hotels that were nicer. However, if I could give 5 stars to the hotel bartender,Kim I would. That woman deserves a raise! She was amazing and made the trip worthwhile!

If you want to have a special occasion for your wife, this is not the place to stay. Matter of fact, I was a solid Hilton supporter until this past Friday night 10/7/2022. I spent almost 30 minutes on the phone with the booking department, making everything ( I thought flawless ) flawless. I asked for a room with a jacuzzi tub, as this location has a select few rooms with this feature, they even had to call the location to confirm as it was not in their booking system. Long story short at the end of the phone call I specifically stated once again that I was bringing my wife for a special occasion as we both work many many hours and get little time like this together. We arrive at the hotel after enjoying our evening, certainly not in the condition to be going anywhere else, to find our very small room, with no jacuzzi tub that they were still very willing to charge me $400 a night for. I approached the front desk and explained what was going on and asked for my funds back as we could go to a much bigger room somewhere else ( please note I explained on the phone while booking that I wanted an evening without stress, and that if they couldn’t get it right that I would stay somewhere else, at which time they assured me “oh no Sir, we have you covered”) needless to say we turned our keys in immediately after, and refused to accept the room as it was. I’ll never ever stay at another Hilton property as long as I walk this earth. Good job!!

I had a terrible experience. First room received was dirty, room was never cleaned. Second room given, a stranger had access to my room at 1 am and opened the door. I used the bolt lock so the door wasn’t able to open up all the way. Shorty after, I received a call from the front desk asking me how I was able to get in the room. They did not know who I was and how I got access to the room. They informed me the room was assigned to someone else and I wasn’t registered in the system. I was there for work and I was not able to get my sleep due to these issues. It was one of the worst experiences I’ve ever had and it messed up my work day that day.

My wife and I spent the night here expecting the normally exceptional Hilton Garden experience. But that was absolutely not the case! After returning to our room after dinner, and getting ready to tuck in for the night, we pulled back the sheets and yuck, black hairs on the sheets. AND…the smelly of stinky feet at the base of the bed! I can only surmise the bedding was NOT CHANGED! The desk was under-staffed, so nobody could visit our room to verify the problem, but we were transferred from the King room that we reserved to a Queen room. When I called the Hilton Customer Service line to register a complaint, I was on hold for 55 minutes, with the on-hold recording constantly bragging about the promised cleanliness of rooms at Hilton facilities. When checking out, I have to say that the indifference of the manager was unexpected. He offered nothing more than a meager 2000 Hilton Honors points. And to boot, the email from Hilton that assigned me a case number promised a response in three days. As I expected, NO RESPONSE. Don’t expect any concern about the quality of your stay at this location. Hilton should be concerned about how poorly the franchisee at this location is representing the their brand!!!!!!!

Giving 2 because many of the staffers very nice; other wise would be one!. Hotel is in a good location so that helps but… my room was very dusty, beds sinking in the middle. This entire hotel is dirty. Because we didn’t request housekeeping ( we checked in after a 9 hour road trip) they refused to clean the room. I notified Noah, what when entering our room, it was very dusty, his response was , "well did you call down to the front desk?", no apology, nothing. I said no we were quite tired after a 9 hour drive and needed to eat and rest Because we didn’t ask for the room to be cleaned the first day we got there it wasn’t clean until the second day and he said well you should’ve seen the stickers on the mirrors and I said I didn’t see the stickers and at check in somebody should’ve said to us would you like the room cleaned for your stay; so unless you’re gonna give me a discount on the nights that I don’t request the cleaning then guess what you should be cleaning my room; it should not be on the customer it should be on the hotel. In the elevator there’s a big sign about how they want to make it right for you if it’s not right I can tell you with 100% certainty know what made no effort to make it right and just actually blamed us for not complaining that the room was dusty and not asking for it to be cleaned. The next time I have to be in the area I will stay at the Marriott this hotel needs to be updated the elevators are dirty they have a funny smell to them everything here looks dated and ugly the pool water looks gross. I would never go in that pool and the coffee in the front is always old and cold. In addition it says it’s a smoke free hotel but in the areas outside the hotel the seating area is provided by the hotel is all cigarette butts all over the floor and everywhere nobody bothers to clean it up the furniture outside is really disgusting. I cant be bothered to tell the manager, after reading the other reviews, clearly, noone here cares. This should be a motel 6 not a hilton.

The rooms were not very clean. Hair was in the sink and shower. I had to run to Walmart and buy my own cleaning products and towel. There was hair in the towel. Also the first floor had a strong smell from the carpet. On the brighter note. Staff were nice and respectful which readied from 1 star to 2.

What a wonderful experience! Staff was super friendly. Room was spacious and clean. And my daughter LOVED the pool! The manager (Griffin) was super helpful as well. This will not be our only stay. Thank you again for making my daughter's birthday special!!!