Hilton Garden Inn Covington

Dominique was doing her best across several jobs and gave five star service. The staff deserve credit, but I wouldn't stay here again. The building looks beautiful from outside, while inside it badly needs refurbishment. The carpets, chairs, and rug were stained, and the ice machines on our floor didn't work. We checked two of the four floors looking for a working machine. Our first room had no heat. The second was left dirty even though the system marked it clean. The third was an accessible room with several pet and other stains. I was very uncomfortable with how dirty it was. By then it felt like the choices were freezing or filth.

I left within an hour of arriving and checked out after documenting the problems with the front desk. The manager still refused any compensation after I sent photos and made several polite requests, along with requests from the booking agency. The room was filthy. There were big stains across the carpet, white stains on the sofa, a large mark on the office chair, a blotchy orange spot on the bedsheet, and blood and hair on the towels. Then a giant live roach appeared. I've stayed at well over 50 major-brand hotels in recent months, and this was by far the most disgusting, neglected, unprofessional place I've encountered. Other reviews suggest these issues are common. I'd strongly recommend choosing somewhere else.

Breakfast this morning turned into a confrontation with the staff. I was turned away hungry at 6 am and finally got my eggs at 7:40, even though my friends' funeral was at 8:30. One employee said the cook was on his second day, and the other cook seemed slow and lazy to me. I watched him make one plate at a time, then say he was in the weeds, but the place wasn't packed. The kitchen service was poor the night before too. A rare steak took over an hour. Earlier, my wife asked whether there was a veteran discount and was told no, sorry. That's okay, I'm not special. Then our room HVAC didn't work and we had to move. From the start, the response seemed to be “I'm so sorry.” Do better, Hilton.

Emanee at reception made this our best hotel welcome yet. She was warm, helpful, and friendly. The breakfast was made to order and wonderful, and there's a bar as well. We also enjoyed the gym and the small heated pool, which is partly indoors and partly outdoors. There are lots of restaurants nearby, plus a movie house and a Planet Fitness.