Hilton Garden Inn Gallatin, TN

We’ve stayed here before during weather related power outages, and came back to get out of the freezing cold after the latest Nashville area ice storm. The rooms are great, the location is fine, and breakfast is the usual Hilton offering. But the front desk interaction was really disappointing. My husband checked in digitally and went straight to the room. I asked for two bottles of water, as I’ve done at Hilton hotels before, and the clerk insisted he’d already received them and argued that water was only available at check-in. She really didn’t want to give me even one. Later, my husband chatted with her and learned it was her first day at this location after working at hotels in Nashville proper, and she seemed unimpressed with the move. We’ll stay here again if needed, but I hope that cranky clerk has moved on. Hilton is usually our first choice when we have one, so this was a letdown.

I made a reservation on 2/24 for a work trip checking in 3/2, then canceled on 2/26 to change the dates. I was still within the cancellation window, but the hotel held me to the 3/2 charges and said I’d have to book the new dates separately. I travel 80-100 nights a year, and most hotels are willing to help with date changes. I know losing five more room bookings is small for them, but customer service at Hilton brands has really declined over the past 12 months. Brad, the hotel representative I spoke with, was very nice. I could tell he was frustrated by the answer from his managers that he had to pass along.

I liked the downstairs gathering space with the fireplace, and the shower itself was enjoyable, but the base was rusting. The room looked new, clean, and had friendly staff at first. Then the problems added up: the fridge wasn’t cold enough for my food, and several outlets didn’t work. Only one of the six USB ports worked. Sounds came through the walls from nearby rooms, and pipes were loud too. Whenever anyone, including us, used a shower, it sounded like it was coming through the wall. I’ve stayed in plenty of hotels where sound didn’t travel like that. Breakfast was a basic continental spread, but it cost $11.50 per adult. That blew my mind when most places, including other Hilton locations, offer it free. The robust breakfast the owner mentioned in their response was the same as The Hampton, where there was no charge, and the Hilton I stayed at in Miami had even more options and was free too. I’m not trying to argue, but it needed to be said.

There are plenty of restaurants and a Walmart close by, and the lobby and bar are nice places to hang out. I got in early because of an early flight, and Brad at the front desk was especially friendly and helped me check in ahead of time. Everyone on staff was really nice. It’s a very nice hotel.