Graduate by Hilton Providence Hotel

The elevators were the one real snag during our two-night weekend stay. One of four was already down when we arrived, and by checkout three were out, leaving the whole hotel to share a single elevator. Still, we really liked the place and would consider coming back. It’s got a cute, fun feel, the rooms were clean, and the beds were the most comfortable I’ve ever had in a hotel. There’s also a downstairs game room with good food and games, plus an attached coffee shop.

I wouldn’t stay here again. As a Hilton Diamond member, I found the service and the state of the property far below what I expect from Hilton. The building looks neglected, with peeling and cracked paint, failing fixtures, and water in my room that wouldn’t shut off properly. Housekeeping was uneven and didn’t even replace basic items like bottled water. My concerns to General Manager Cory Kramer went nowhere, as he didn’t answer my calls or emails. Staff at reception were rude and unhelpful. There was no valet, the bell desk was either unavailable or inconsistently staffed, and nobody acknowledged my Diamond status or tried to provide the level of service I associate with the brand. I also heard several employees complain openly about management, saying that since the 2019 management takeover, the hotel apparently hadn’t been properly renovated and problems had kept getting worse. Every part of the stay was disappointing, from the upkeep to service and management accountability. This fell well short of what a loyal elite member should expect.

The hotel’s historic look and atmosphere are lovely, but comfort took a hit from a string of building issues. Our first room had no working heat, so we were moved to an upgraded suite without trouble. It seemed to be the only warm spot in the hotel. After that, things kept cropping up: dead outlets, no heat in the fitness center, many broken machines, inconsistent water temperature and pressure, and filthy air vents. I understand the building is old, but the beautiful aesthetic comes at the expense of some basic comforts.

The beds, pillows, and furniture were lovely, and the in-room fan helped add a bit of breeze. The location is wonderful, and the hotel scan tag cuts garage parking from $45 to $35, charged to your room, which makes leaving the garage easier. Just know the AC runs seasonally because this is a historic building, so if you need a cool room, this may not be the place for you. There’s no room service, only instant coffee in the rooms, and ice machines aren’t on every floor. No vending machines either.