Hilton Garden Inn Mobile West I 65/airport Blvd

After traveling to Mobile for a funeral, we booked this place about an hour before arrival because it was close to the services. We needed to get dressed, but after waiting for the front desk agent to return from a smoke break, she told us she couldn't check us in because nothing was available. Another Hilton down the street got us a room right away. This property wouldn't refund our booking. I understand the cancellation policy, but we had a funeral to attend and needed to get ready. They couldn't accommodate us on arrival, and management refused to refund us, even though each property can accommodate guests. I stay at Hilton hotels whenever I travel and have never had a problem before. I'm disappointed Hilton lets a property with its name treat loyal customers this way. This hotel acts like a high-demand four- or five-star place, though it deserves two stars. I should have known when I saw the desk sign saying housekeeping cleans rooms every other day that it would be a crap show. This place seems interested in money, not customers. DO NOT BOOK, be aware before booking.

We accidentally left our laptop behind and only noticed after reaching our destination. Madison was incredibly helpful and kindly offered to ship it to our home. It arrived in perfect condition. Christie was also great while checking us in. We had an amazing experience at this Hilton during our overnight stop.

The lobby is beautiful, and the front desk staff and bartender were very polite and helpful. But the rooms are extremely old and dated, to the point that it almost feels like a motel. Only one elevator works, and our room keys stopped working a few times. It's time for a major renovation.

The restaurant and bar were short staffed, several cocktails listed on the menu weren't available because of poor inventory, and the food options weren't very appetizing. Our clean room on the fifth floor also had a mechanical hum that came through the pillows. We thought it was the AC, but the noise continued after we turned it off, making it annoying to sleep. We choose Hilton Garden Inn for clean, updated rooms and its restaurant and bar, but this hotel was below the usual standard and seriously needs renovations.