Hilton Garden Inn Tampa/Riverview/Brandon

I won't stay here again. I'm a frequent Hilton guest, probably here twice a month for business, and this experience left me upset. When I asked to have my room key remagnetized, Egle at the front desk kept demanding my ID, even after I'd given the requested information and my partner confirmed the room details by phone. She was rude and dismissive, then said it was just hotel policy to placate me. I've been around long enough to know that rules seem to be applied differently when someone's Black, and I noticed white guests weren't being asked for ID over and over in the same way. As a Black guest, I felt singled out and humiliated. No one should feel that way at a Hilton. This was far below the hospitality and professionalism I expect from the brand. I hope management investigates and provides more training on respectful, nondiscriminatory service.

Crazy Cafe in the Publix plaza was a bright spot, the sushi was fresh, delicious, and reasonably priced. Dick's House of Sports is nearby too, with fun activities. The location is decent, but the service wasn't good. The two women at the desk seemed bothered when checking us in. Our second-floor room looked out at AC units and a roof, and I don't know whether other rooms have better views. There was no bathroom fan, so showers made the room muggy. After checkout, I found extra charges on my card. I called and learned I'd been billed for the thank-you water bottles, which I thought were for Hilton Honors guests. She said those were for higher-ranked members. I'd stayed at a Hampton Inn by Hilton two weeks earlier and got water at check-in, so I mistakenly assumed these were complimentary too. I'm traveling more for my kids' sports and may switch to Marriott rewards. The room was just okay, and this wasn't a great choice for anyone wanting decent customer service.

After a terrible stay at Uptown Suites across the street, Andre at the Hilton Garden Inn helped turn things around. He was kind, reassuring, and clearly cared about helping us get off to a good start. His warmth and professionalism made us feel welcome and comfortable right away. He represents outstanding hospitality, and our stay at Hilton Garden Inn was excellent because of him. He deserves recognition!

For $300 a night, I expected more. The jetted tub was cracked and had hair in it, the hotel wasn't really near anything, internet wasn't free, and there were only about 16 actual TV channels. The booking said continental breakfast was free, but the basic cereal, oatmeal, and bagels cost $16 per person. There were five of us, and they didn't leave extra towels; it took me 30 minutes to get one. One shift manager or maintenance worker, I'm not sure which, was awesome and very kind and helpful. Still, the place is way overpriced.