Hilton Garden Inn Arlington/Courthouse Plaza

The staff were very good and helpful, and the rooms were nice enough. It's convenient to Courthouse and the metro, which is why I stayed, and the rates are decent for the area. But there's a $30 parking charge and no complimentary breakfast, just a $20 buffet. That feels like a greedy, absurd business practice. I also had a group of school kids above me before I moved rooms, so good luck if that happens to you. You can find better value elsewhere if you're flexible about which metro station you use.

I stayed 02/27-03/01, and things were rocky. At the hotel restaurant on the first night, my food arrived cold and was the wrong order. When I asked for a refund and a remake, they said they do neither. They also said they'd refund the parking and the $89 meal, but neither refund came through. Instead, we got a lousy breakfast voucher. I won't be back.

I first booked this Hilton Garden Inn Arlington because I needed to be near Arlington National Cemetery for a funeral. I'm a Hilton Honors member since 2005 and usually have smooth stays. Since the service was early afternoon, we asked for early check-in so we could get ready. The team coordinated with the head of housekeeping, and when we arrived at noon, the room was ready and spotless. What really stood out happened after we got home: I'd left my toilet kit in the room. I called, and the team made getting it back simple and stress-free. Mr. Adam Shewan-Gezaw, the Housekeeping Manager, found it quickly and explained the return options. Mr. Garry Reynolds, Front Desk Supervisor, emailed with more contact details for Mr. Shewan-Gezaw, Ms. Joanne Solis (Housekeeping Supervisor), and Mr. Dimitri Dittimus (Guest Services Agent). Mr. Dittimus also contacted me personally with progress updates. The kit wasn't worth much money, but a few things in it had personal, sentimental meaning. Everyone treated the matter with real care and urgency, and their teamwork impressed me. I can't thank the Hilton team enough for going the extra mile. Sometimes any hotel will do, but people this conscientious and focused on guests make you feel you're in good hands. Highly recommend.

I had a good stay, but Hilton charged me again for a stay I'd already paid for in advance through a third party. I said I'd update this once it was fixed. It still isn't. They gave me lots of excuses and apologies and promised to make it right, but only refunded some of the money. I kept following up. They offered to cover the roughly $40 I'd spent at the restaurant, which was nice but nowhere near enough given the failure. They also charged a card I'd used on an earlier Hilton stay, even though I never gave it to this hotel. After my second update, I still hadn't received the full refund or heard from anyone at Hilton in a personal message instead of a canned response. The staff here were falling short again. In my final update, they were still charging my card for the stay, even though I'd checked out two days earlier. The latest charge came that day. Hilton Corporate said the hotel had to resolve it, though they "documented" my concern. Adam at the hotel apologized and kept saying they'd investigate and correct things, but new charges continued. I filed a police report for credit card fraud. I'm very disappointed with Hilton's response. I've had good experiences with them as an Elite member, but they have clearly gone downhill.