Hilton Garden Inn Independence

We were there for our church anniversary banquet, and the meeting space was nice. The food was pretty good, too. We stayed overnight and really enjoyed the breakfast buffet. Our room was a little worn but comfortable, and the bathroom faucet had problems. Staff were courteous and helpful. A major renovation is underway, so things should be even nicer once it's finished.

The staff went above and beyond trying to make us happy, and I really appreciated their service. They explained that renovations were underway, but during my stay this was the worst hotel I've experienced, and I travel a lot. The room looked stuck in the 1990s. The mattress was harder than a box spring, and everything needed wiping down before we could touch it. There were bits of plastic and paper scraps in different spots on the floor, so it didn't look like the room had been vacuumed.

I've stayed here often, as well as at other locations like St. Louis, and the St. Louis airport hotel was good. This one has been a very different experience. During my shower, the water wouldn't shut off and was filling the tub faster than the drain could handle for a long time. I had to go downstairs and look for someone, and then had to move rooms. Do they have no maintenance person? The hotel is dirty, the elevators look like they haven't been cleaned in years, and they smell. The price is high, but I couldn't use my rewards. The front desk staff always have an attitude, and I believe they might give a better price if they like you or if you're a particular color. Customer service is almost nonexistent, though they are good at charging you. Water from a 48-pack that costs $3.98 is $2.50 a bottle here. I assumed breakfast wasn't a major charge, but maybe they should tell people up front. I saw some people, the same color as the desk clerks, eating with their room. I worry about whether the parking is safe. There are no wake-up calls and really nothing in the way of service. This review could have been better if the employees treated everybody fairly and the same.

The manager apologized profusely the next morning, but by then the damage was done. We were woken at 3:51 a.m. by a front desk call saying we hadn't paid for our second night. It was ridiculous, and after that it was hard to get back to sleep. We should have refused to pay at that point. The property is also pretty run down. The furniture and carpet show their age, and the bathroom definitely needs remodeling.