Hilton Garden Inn Plymouth

The breakfast buffet we’d seen advertised wasn’t available, and nobody told us ahead of time. That was frustrating since it had factored into our booking. The pool was another letdown: much smaller than the photos suggested and uncomfortable for more than a few people. It was chaotic each of the three times we went during our one-night stay, with people drinking and not watching their children. We left disappointed because the stay didn’t live up to what had been promoted.

Made-to-order breakfast came with the nicest service, and there were complimentary waters and coffee around. The guy at the front desk was incredibly nice too. Absolutely loved staying here, and I’d recommend it to anyone, 10/10!

We had a very positive three-night stay at the Hilton Garden Inn in Plymouth, Mass. The room was lovely, and the lobby always had coffee, tea, and hot chocolate available. A special thanks to the night receptionist, John L. He was personable, attentive whenever we interacted, and seemed to genuinely enjoy working at the front desk. We’ll stay here again next time we’re in Plymouth. Mike M, of the lower Hudson Valley.

My wife was recovering from spine surgery, so we booked a handicapped room for the first two weeks after her operation, near the hospital. We’d had good stays at Hilton before, as have friends and family, and we’re Hilton Honors members. This experience was miserable. The staff were lovely and apologized when we raised problems, but said management might offer points for a future stay. Nothing came of that, and the hotel’s management has ignored every attempt to contact them since. Hilton’s complaint system just forwards messages to the same management. The biggest safety concern came during the repeated false fire alarms. They went off five times, always early in the morning, including once at 4:30am and for three days running. Each alarm meant waking and evacuating my wife, adding stress to her recovery. During the last one, the elevators stopped until the alarm was cleared. We got out before they stopped, but couldn’t return to our fourth-floor room. My wife couldn’t walk down four flights, let alone back up. We asked for a ground-floor handicapped room, then learned the hotel has none at all, not merely none available. We had to move to a ground-floor room without accessibility features, which made things much harder. The lack of accessible ground-floor rooms and elevators that stop during alarms seems like a genuine safety issue. It’s hard to understand how someone in a wheelchair could manage without being carried. The room itself was in poor shape. The keycard often took several tries, the bathroom door stuck open because it was crooked and scraped the floor, and the automatic blinds had unlabeled controls: one blind stayed down because it wouldn’t work, while another moved in reverse. The floor lamp was broken too, leaving the room too dark. Housekeeping also repeatedly missed us, even when we were out most of the day. One day we left at 10:30am and returned at 4:15pm to find it untouched, as it had been the previous day. The staff had already gone home, so it wouldn’t be cleaned until the next day.