Hilton Garden Inn Conway

I got in much later than planned, so the fast check-in and friendly front desk greeting were especially appreciated. The room was huge, the hotel was clean, and the bed was comfortable. Staff were friendly in the morning too. Breakfast was good, with a counter for made-to-order food and a quick grab-and-go area with mostly breads, plus fruit and yogurt.

The lobby was really nice, but the rest was nasty. The carpets were filthy and smelly, there was mold in the bathtub, the AC was awful, and the beds were very uncomfortable. I was highly disappointed. For the quality of the rooms, this place was way overpriced. We visit town often, but we’ll never stay here again.

We booked weeks ahead for an event, got a confirmation, drove 3.5 hours, and arrived exactly at check-in time. The desk clerk first said the computers were down and estimated a 30-minute wait. After standing in a long line of unhappy customers, I gave her my name and she told me they had no room for us. She said they sometimes overbooked, and several guests were without rooms. We were told two other hotels had been called but had no space, that our stay would be refunded, and that we’d have to find somewhere ourselves on a weekend when events had filled the hotels. I expected them to arrange a room elsewhere at their cost, as nicer hotels had done for me before, but they didn’t. I asked for the general manager. The GM told me it wasn’t her problem. I wouldn’t leave without another room because I felt helpless with my family and no options. She seemed to take advantage of that and wash her hands of us. When I got frustrated and loud, she said to wait in the lobby while they found and paid for a room. Then she called the police, and my family was removed. She told my little boys they’d be taken care of, but I felt she lied to them. She was despicable. Other hotels I called had no space, but told me they regularly had to cover for Hilton Garden Inn because it overbooked. The front desk clerk said they’d known about our overbooking for a while and hadn’t contacted me. If I’d been told earlier, I could have made other arrangements before arriving. Instead, my family was put out on the street and left to fend for ourselves. The police officers said they’d responded to incidents at this hotel before. I’m sure they have. Avoid this hotel and that awful GM.

Marissa made our one-night getaway feel like the mini vacation we needed. She was positive, helpful, communicative, and compassionate, and supported our family with everything we needed. I wish she were at the front desk at every hotel I stay at. Breakfast staff and housekeeping were nice as well. The lobby had lemon water and the WiFi was fast. The room was basic but met our needs, though the drawers stuck and something had to hold down the HVAC control cover or it rattled loudly. The in-room Keurig only had tea. The pool area was nice, but even the heated pool felt cold, and the towels were thin. Great spot for shopping and restaurants. We had a good stay and would return.