Hilton Garden Inn Owings Mills

I had a very disappointing first stay, and I can say it will be my last. Room 518 had a constant mold and mildew smell that made it very uncomfortable. The lobby atmosphere was unpleasant too. I was also surprised to learn on arrival that breakfast wasn't included. At almost every other Hilton brand I've stayed at, breakfast has been standard, so finding out otherwise felt misleading and frustrating. The room condition and missing basic amenity fell short of what I expect from Hilton. I expect a response about these issues. Sincerely, Nir Room 521

After a nine-hour drive through snowy weather, we were looking forward to resting during our stay for my parents' anniversary. Then my wife came out of the shower and saw roaches in the bathroom. The front desk clerk was very kind, came through with a room change to the fifth floor, and we thought that was behind us. It wasn't, there were more roaches in the second room. We found them around 11 p.m., so we had to wake our sleeping infant, pack up his pack and play, and get a room at the Marriott. The place needs fumigation. The staff were incredibly friendly, but the experience was brutal. Never again.

I booked a return visit specifically for the in-room jacuzzi, which I had enjoyed during my first stay. This time it was dirty and I couldn't use it. I understand other guests may have contributed to the water's condition, but the stay left me extremely dissatisfied. The room wasn't properly cleaned when we arrived. My son had already brought our things in and I was exhausted, so I sprayed the bedding and lay down. Later I noticed hair throughout the bathroom, on the walls and in the shower. It felt too late to bring it up. The room also seemed noticeably smaller than before, though I initially let that go. From about 1 p.m. to 5 p.m. on Saturday, loud music from a scheduled event in the room directly above us made it hard to rest, which was the reason I'd booked the stay. The front desk offered complimentary breakfast vouchers, but my son and I declined because we weren't interested in the options after our previous experience. I was frustrated to be put beneath a known event without advance notice or any accommodation planning. On my first visit, the décor from the elevator through the hallway to the room had surprised me because it didn't feel like the top-tier Hilton experience I'm used to. Past the lobby the hotel feels standard, with nothing upscale or memorable. This location doesn't reflect the quality or luxury I associate with Hilton, and the experience has made me reconsider coming back. I'd tell others not to rely on the brand name alone when booking here.

My family stays at Hiltons often, and this was our worst one. The tub drain was clogged, leaving a lot of water standing during showers. Neither TV worked. Maintenance looked at both and left without telling me whether they'd fixed them, and they still didn't work. There was no bedding for the pullout sofa and not even one towel per person. They wouldn't bring the items up, so I had to go downstairs to get them. Then I was told they were out of pillows. Our family was very disappointed.