Hilton Garden Inn Harrisburg East

I booked as a Hilton Honors member and had a good stay overall. My room was a quiet corner room where I could get my work done, and the front desk guy was friendly. I would stay here again, but the continental breakfast wasn't included in my rate, and getting into the hotel from the pool entrance was a frustrating mess. My digital key wouldn't open the back door, so I called the desk. Ellen said she'd contact maintenance. I was standing outside in the bitter cold and called back three minutes later. She told me to walk around to the front. An older gentleman eventually came out, saw that my phone only opened the pool door, tried his key fob, and found the keypad wasn't working. He went back in through another entrance, leaving me outside longer before I could get in. Ellen could have shown some compassion and come open the door, especially since it was so cold. I found the response insensitive and unacceptable, though I did eventually get inside.

The restaurant got our cheesesteak out quickly at 8 pm, and it was awesome. My family and I felt at home here, with attentive, hardworking staff and comfortable outdoor seating. The place was very clean, and the pricing felt fair at a time when hotels are overcharging. I've stayed at plenty of five-star and three-star hotels, and this Hilton Garden is the best. Other hotels could learn from this kind of hospitality.

We plan to stay again. It was quiet, very clean, and the desk staff were friendly; the breakfast team kept everything stocked and were helpful. We didn't get to use the pool because they were cleaning it when we checked out, though it looked nice. The constant fan and nightlight option was a nice touch for the kids. My only room complaints were that the refrigerator didn't work and the bathroom door had no lock.

The customer service really stood out, especially at dinner. Joyce was the best waitress, and the restaurant service was absolutely great. When we arrived, the desk clerk had stepped away, but a gentleman from the restaurant came over right away to help. The front desk gentleman was exceptionally friendly when he returned. Hats off to everyone for going above and beyond.