Hilton Garden Inn North Conway

We’ve stayed at Hilton properties for 15 years because you usually know what you’re getting. This stay didn’t meet the standard we’ve come to expect, and we won’t choose this Hilton again when we return to North Conway, though we will be back to the area. We may try Choice Hotels or Marriott on our vacation next month. We arrived to find that we’d been put in someone else’s room, despite booking a week earlier. That had never happened to us before. The front desk employee was sweet but seemed inexperienced, and had to consult housekeeping. They said it didn’t happen often, though other reviews seem to say otherwise. After half an hour, we were offered a less valuable room farther away, and they still had to check it wasn’t occupied. We wanted to talk to a manager, but the General Manager, Dulce Johnson, wasn’t there until early afternoon the next day, during peak season. We took what was available and still wanted to raise our concerns. When she arrived, she already knew we were unhappy and seemed to have an attitude from the start. She offered to comp breakfast for our three-night stay at $20 a day, and made clear that was all she could do. After checkout, we saw she’d only comped one $20 breakfast. I emailed her directly, and a week later she replied, “Sorry, for the late reply. I will credit the rest of the charge for you.” Three weeks later, there was still no credit. There were other smaller problems too: the fire alarm went off at 8am because of burnt toast, room service was clearly lacking, and breakfast items didn’t change. The whole experience felt like a Hilton Express with half the amenities, half the service, and double the price. Dulce Johnson says she’s worked for Hilton for 20 years, so I don’t know what to say. Maybe the place struggles to find staff because it’s a frequent destination, but service fell short of Hilton standards.

The room and pool were clean, and breakfast was great. This was my first visit to the area, and my mom and I loved it. Aryel, Anna, and the rest of the crew treated us like family and gave us such warm, amazing service. I never usually write reviews, but we had no complaints and will definitely come back soon. Thanks again!

Dinner and drinks were easy with the Seadog brewery next door, which made an already great stay even better. The made-to-order breakfast was very good too, a nice touch. Our room was clean and modern, with a good bathroom and shower and fresh towels. The staff were pleasant and helpful, and the property is newer and in a great location.

I had a great stay. The room was spacious and very clean, and I had no trouble falling asleep, which is unusual for me. There’s plenty of parking, and lots of nice restaurants and attractions nearby. The staff were welcoming from the moment I arrived. Breakfast was just $10, and I thought that was very little for the food and service. I especially liked sitting at a table overlooking the mountains. I’d definitely recommend this place.