Hilton Garden Inn Nanuet

The front desk staff were nice, but the lobby was chaotic because a party was going on. It would've helped to have a separate entrance or wing for events. At checkout there was a large dog off leash in the lobby, with its owner there. What if someone was afraid of dogs? I think it should at least have been leashed. The room wasn't especially clean either: the shower curtain was torn, its bar was leaning away from the wall, and the furniture was damaged. My one-night stay cost nearly $300, which felt like about twice what it should have. The location wasn't great, either.

We paid more than $100 over the agreed price for a two-night stay, yet couldn't even get the breakfast downstairs. It was supposedly cereal and fruit for $5, and the fruit wasn't ripe. A fire alarm went off around midnight and kept going for at least 15 minutes, maybe longer. Nobody apologized or even acknowledged it. They did the bare minimum while charging an astronomical amount. One of my worst hotel stays, and I wish I could give zero stars.

The kitchen staff dismissed my concern and said the person who planned the meal had ordered it, so it wasn't their problem. I explained I can't eat pork, but they still wouldn't take responsibility. The lunch labels didn't mention that the turkey wrap contained bacon or that the vegetable wrap had cheese, which can be dangerous. I was attending training there, and thankfully tasted the turkey wrap after one bite and spit it out. Staff need training on food allergies and proper labeling before something serious happens. I hope this is taken seriously, but you've lost me as a customer.

At 10:30 p.m., two large dogs were running along the halls, barking and yelping. When I opened the door to see what was happening, one jumped on me. Earlier, my son and I couldn't get to the lobby pantry for drinks because a private birthday party of at least 75 people had taken over the lobby and restaurant/bar. We had to push through to get outside, with a DJ blasting music through the lobby and halls. Events should be in a ballroom or conference room so other guests can use the common areas. The hallways were littered with trash and looked like they might get vacuumed once a month at most. Parking was awful. My room was nasty: mildew in the shower, patched wall holes, a broken couch covered in stains and tears, and two tables about to fall apart. The front desk workers were polite but unprofessional. We saw them eating full meals at the desk and leaning back with their feet on the counter. It reminded me of fast food workers, not HGI staff. This place is awful, and I can't believe Hilton would let its name be associated with it. If this is what Hilton has become in the past few years, I'll stick with Marriott and use IHG as a backup. I was a Diamond member for years and spent many nights at Hampton Inns and Hilton Garden Inns. If you're considering this hotel, find somewhere else.