Hilton Garden Inn Pittsburgh University Place

I spent five days here and had a great time. Everyone at the front desk was kind, and there were several of them since they’re college students. The woman working the evening bar was awesome, and the wings were excellent. Thanks, everyone. I’m the guy with the 20-year-old dog, LOL.

I’m writing for my husband, who stayed here for two nights while traveling back to back for important interviews. The hotel eventually gave him a 50% refund after we contacted Hilton corporate, but the stay was a safety and professionalism disaster, especially because of one employee. The elevator malfunctioned and he couldn’t get in, as had happened the day before. Early in the morning, on his way out for a 5 am flight, he took the stairs and ended up locked inside an employee parking garage that required a password to exit. He called the front desk for help, but the agent hung up while he was still trapped. When he called back to explain, she got confrontational and defensive instead of helping. Once he got out, a staff member admitted the same thing had happened to another guest the day before, leaving that person in tears. The hotel knows about this trap, yet hasn’t fixed it or warned guests. Snapping at someone locked in the garage is unacceptable. He’d requested wake-up calls every morning and called twice to confirm, but none came on any of the days. With the safety risks in the building and the staff member’s rude, defensive response, I wouldn’t recommend this place. If you’re traveling for business or anything important, stay somewhere that values guest safety and basic professionalism.

Breakfast was both tasty and reasonably priced, and the fitness room had plenty of ways to get a workout in. The rooms felt cozy, with a bathtub as a welcome extra. The hotel sits just outside downtown, close to several university buildings, and the staff were friendly.

The location is very convenient for visiting, but the stay was awful. The service was awful too, and I’m planning to return to the Residence Inn on Forbes instead. The elevator repeatedly stopped at the seventh floor without opening. After waiting through several cycles, I took the stairs. Later, when I reached the seventh floor again, the elevator door opened only halfway and I had to squeeze through. The sink was clogged as well. I didn't even bother reporting that because I couldn't see the point. I was never told at check-in that the front entrance closes early. They say there’s a sign outside. My key card let me through the first walk-in door, but the second remained locked. I was stuck between them, knocking while the woman at the desk just waved at me. I couldn’t tell what she meant, and kept feeling trapped and unsafe. They said the second door is locked for safety, but leaving people stuck in the space between doors felt completely unsafe to me. If entry is restricted, they should lock the first door too so people can't get caught there. The voice system for contacting the desk didn't work, so I had to call from my own phone. After moving back to Hilton as my main hotel brand recently, this experience changed my mind. I'm going back to Marriott.