Hilton Garden Inn Shreveport / Bossier City , LA

We paid $270 and never got into the room. Check-in took an unusually long time, and the whole process made it seem like the staff member handling it wasn't experienced or properly trained. Then we had to take the only working elevator up to the third floor because most were out of service, and our key wouldn't open the door. When we reported it, the front desk staff member didn't apologize or offer to come check. She just told us to try again, so we went back up and the key failed again. By then, we'd made four trips between the lobby and floor three, and nobody had taken meaningful steps to resolve the problem or offered another room. When we returned to the desk a second time, staff called the police and we were removed from the property. We never entered the room or used any hotel service or amenity. I was charged the full $270, and I still haven't seen a refund.

The beds were comfortable, and the pillows and sheets were okay. The rooms themselves were fine. Pretty much everything else was crap. As a Diamond member, I got nothing: no parking, snack, breakfast, or upgrade. Check-in staff seemed uninformed and didn't tell us about the pool or fitness center, where the elevators were, or that rooms are serviced every other day. They couldn't even say whether there was morning coffee outside the paid breakfast. Five of the six people I traveled with had bathroom problems. In my room, shower tile was coming off at the threshold, the door popped and was coming loose so it wouldn't shut right, and there was mold in the grout and seals. The towel rack and soap were falling off, the faucet wouldn't shut properly, and the dresser drawers wouldn't stay closed. My internet dropped during a Teams meeting too. Just one maintenance problem after another, with mediocre management. A coworker paid $16 for breakfast and said it was the worst money they'd spent. I'd go to any other Hilton property. It shouldn't be hard to find one that does most things better.

Breakfast was great, and the beds were clean and comfortable. Our room was enormous, with an almost ridiculous amount of space. I was also glad there was a safe outdoor area on the hotel grounds for our two small dogs, so I didn't need to take them onto the streets. The kitchen was very poorly stocked, though, and I'd hoped to cook there. That's why it's not a five.

The room was dirty, the toilet wouldn't work, and the thermostat was no help. Greasy fingerprints covered the headboard right where you'd see them walking into the bedroom. The toilet kept running until there wasn't enough water left in the tank to flush. We had to walk to the far end of the hotel to use another bathroom, and it was filthy, with blood on the floor. The room was stiflingly hot, but adjusting the thermostat over and over only left the living room blowing cold air and the bedroom blowing heat. The shower stayed freezing too, apparently because the hot and cold settings were switched. We asked staff to come fix things and were told someone would be there shortly. Six hours passed with nobody showing up, and after that they stopped replying to our messages. Simply unacceptable and unsanitary.