Hilton Garden Inn Bend

We booked two rooms in April for August 9-11 and asked for early check-in, knowing it might not be possible. At 3 pm, the check-in line was huge, and we were told our room wouldn’t be ready until 4. When I checked again at 4:15, we were told it might not be ready until 5:30. We had a concert with doors opening at 6, and the suggestion was to get ready in the lobby bathroom and leave our bags behind the desk. The room-ready notice didn’t come until 5:50. Staff said housekeeping was short-handed, which left us wondering how thoroughly the rooms had been cleaned. At an average of $483 a night, that was unacceptable. I tried to be patient with the staff. I’m a Diamond Member and part of Hilton Friends and Family, so I contacted GM Cindy Flues about what happened. Other guests also had to wait for their rooms to be ready and clean at 4 pm. Hilton Garden Inn fell short of both our expectations and its promise to make things right. Cindy said she would refund the points for one night in one room. By the end of October, she still hadn’t replied to my emails, and I hadn’t received the points or a refund. We also used our F&B credits for every day, but only one $10 credit was applied even though we should have had $40. She credited another $10, and that was all. This was our worst experience at a Hilton property. The location is great, but you could save money at MyPlace and probably get into your room on time.

Jason was really friendly when he checked me in, and this is one of the most beautiful Hilton Garden Inns I’ve stayed at. I’m not keen on paying $20 for parking, though I understand that’s Bend, Oregon. I’d still happily stay here again.

The location was a highlight during our four-day stay: right by the river, near restaurants, and easy to reach. We had a loft suite with plenty of room for privacy and activities, but several basics were in poor shape. The toilet was extremely hard to flush, with clearly worn parts, and the motorized curtain on the large window in the high-ceilinged main room didn’t work. It wasn’t an easy fix, and both problems should have been handled between guests. Does housekeeping not report things like this? The suite’s only sink was in the hallway outside the bathroom, which felt awkward and outdated. The old tub shower needs replacing too. We’ve stayed in cheaper hotels with modern step-in showers. The carpet had been vacuumed but was filthy, something that became hard to ignore over four days. It doesn’t seem to have had a deep clean recently. The room basics need closer attention, and the carpet needs a serious cleaning. About 2 1/2 stars.

Breakfast was great, with fresh fruit. The room and bathtub were very clean, and the staff were friendly and helpful. The hot tub was nice, and the pool temperature was just right.