Hilton Garden Inn Columbia Downtown, SC

Housekeeping, especially Ms. Erica, was outstanding. She was attentive, professional, and clearly cared about my family's comfort. Her kindness and work ethic didn't go unnoticed, and she's a real asset to the hotel. The experience with Destiny at the front desk was the opposite. She was dismissive and rude, without the professionalism I'd expect from someone representing the Hilton brand. Service should be welcoming and focused on solving problems. More training for front desk staff would help. One employee hurt the stay, while another made it much better.

The room, location, cleanliness, and comfort were fine, but the check-in was so bad that I probably won't stay here again. We arrived well after the 3:00 check-in time and still couldn't get a room until after 6:00, which made us late for our event. The lobby was packed with people waiting hours for rooms. The following day, around 5:00, it was full of frustrated guests waiting again.

I paid $256 a night for a hotel that felt comparable to motels I've stayed in. I'm not from the area, so I can't say how it stacks up against nearby options, but I can't imagine they could be much worse for that price. I've stayed at several Hilton properties before and never had such a poor experience. There's little reason I'd come back. The room wasn't clean, smelled musty when I arrived, and the toilet seat wasn't even attached to the bowl. At one point the furnace began to smell like smoke. The parking lot was always full, and somehow breakfast was $17.

The buffet was $17, and the food was cold. There were no cook-to-order eggs or omelets, or pancakes as the website says. I only ate the grits, which were good. Check the food before paying for the buffet. In Room 602, the bathroom smelled like an old mop head or old urine, and there was no exhaust fan. The shower gel and shampoo containers were empty, with only one squirt of shampoo left. I told two employees that we needed shower gel, but they never brought any. Our basic toiletry request was ignored. The room was hot, and they said they didn't have any “boxed” fans. Other hotels I've stayed at provide extra fans when the mini split can't keep up with the heat on the sixth floor. The front desk also said they'd send Maintenance to help with the WiFi, but nobody ever came. Someone isn't doing their important job. Never again at this location. I'm sorry. Paris, Nikki, and the Parents (Hilton Family) really need to take the Hilton name off this hotel. What a joke!