Hilton Garden Inn Roslyn

For my daughter’s wedding, I blocked rooms at the hotel, and Samantha Clarizio was very helpful, quick to respond, and full of good suggestions. The location is lovely and the rooms are very nice. What stood out most was the staff’s accommodating attitude and friendly, smiling customer service. We all had a very comfortable stay. The only downsides were limited room service and no lunch service at the restaurant.

We came from out of town for a friend’s wedding and had a great stay. Lauren greeted us so warmly when we arrived, and her customer service made the visit even better. The hotel was clean, comfortable, and accommodating. We really enjoyed our time and would definitely stay again.

I used the mobile app to check in and asked for a digital key, without interacting with any employees. The next morning, when I finally did speak with someone, I was told toothbrushes were at the front desk and I’d have to come down to get one. I’ve been a Hilton Diamond member for a long time, and they said no to a simple request that would’ve taken only a few minutes. Where has customer service in hospitality gone? I was a GM for years before my current role. The property is nice and I was upgraded to a nice room, but HGI needs to do better for a low-maintenance guest asking for a toothbrush. Thanks.

We stayed at Hilton Garden Inn Roslyn from December 20 to December 22. The first day was fine, but the night of December 22 turned into a nightmare. Between midnight and 1:00 AM, the fire alarm went off about five or six times. The first one lasted quite a while, and the later ones were shorter but extremely loud and startling. I was traveling with my two young daughters, and they were terrified, crying for a long time and unable to calm down. The alarms kept sounding off and on, and we had no idea what was happening or what we were meant to do. When we tried calling the front desk for help or information, no one answered. We got no explanation, instructions, or reassurance. None of us slept properly. We woke with headaches and exhausted, and it affected our whole next day. This was deeply distressing for a family with young kids. The stay fell far below expectations and was completely unacceptable. What should have been a safe, comfortable hotel visit became frightening, and I’m deeply disappointed.