Hilton Garden Inn Hershey

We will never stay here again. For a hotel with the Hilton name, the whole stay was embarrassing, disappointing, and honestly kind of gross. When we opened the room door, there were two pillows with no pillowcases. The front desk told us, in effect, tough luck, and said we had to come downstairs at 1 AM to get replacements. The bartender was the only person who showed any professionalism. Her shift was already over, but she still searched the hotel for pillows and cases. The front desk staff made helping paying guests seem like a hassle. At 9 AM, housekeeping slammed and pounded on our door even though our Do Not Disturb sign was up and checkout wasn't until NOON. We were jolted awake as if we were fugitives hiding from the law. At checkout, we tried to discuss what had happened, but were told no manager was on the property. As two small business owners, we find that almost unbelievable. For a hotel of this size and brand, having no management available suggests either a lie or a serious leadership problem. It's now Tuesday. We've called twice and were told each time that a manager would “reach out,” but still no call. Leaving this review seems to be the only way to get anyone's attention, since the staff hasn't shown interest in resolving things directly. I don't know how this hotel is allowed to carry the Hilton name.

Alyssa at the front desk was patient, kind, and pleasant while sorting out two separate room problems. She stayed calm through the whole process and eventually moved us into a third room that was perfect. Huge thanks to her for such helpful service.

The housekeeping staff tried to put full-size fitted sheets on queen mattresses, which made for an uncomfortable night. And why did Hilton choose DIRECT TV for the guest rooms with a plan full of endless, tasteless commercials, including a 120 second ad for cheap Viagra? They can do better for their guests.

The staff were stellar. Everyone we dealt with at the front desk, in housekeeping, and with reservations was friendly and helpful. The hotel itself was gross, though, and I could have stayed somewhere nicer for what we paid. Our first-floor room had such a strong musty smell that we couldn't stay in it. The customer service representative was very nice and moved us to a second-floor room. It smelled better at first, but once the air freshener wore off, the room smelled like corn chips and stale cigarettes. The hallway rugs were stained, and the decor was dated.