Hilton Garden Inn Cincinnati/Sharonville

Bart handled a difficult series of room changes professionally and gave us a full refund right away when I decided not to stay. I appreciate how calmly he dealt with everything. The property itself needs attention, though. I found stained mattresses in two rooms, a taped crack in the window of room 305, and a strong sewage smell in room 306. Cleanliness and maintenance were serious concerns. I was visiting family for one night with younger relatives who wanted to swim. I'd stayed here before and at the Tru next door, so I stopped by earlier to compare the pools before booking. The younger Black woman at the desk didn't make eye contact and passed me to Bart. Later, the key cards weren't working, so a younger gentleman walked me to 305. I left my bags there and saw the taped window crack on my way out to pick up the kids. When we returned, Bart handed me keys to 305 again, and during a proper room check I found large mattress stains. We were moved to 306, but left as soon as we smelled sewage. Bart then showed us 315, where the mattress was stained too. I'm a travel agent and share my stays with clients and other travelers. I don't usually post negative reviews, but people should know what we encountered. I've had better experiences here in the past, and the property needs work to get back to that level.

Alex from the night staff was wonderful, attentive, and quick to take care of our requests with a smile. Our room was clean, the staff were friendly, and the location worked really well. We liked being close to the highway, restaurants, and gas stations, with Top Golf, the AMC movie theater, and shopping just one exit away.

The staff were wonderful, and we'll definitely be back. My boyfriend and I are long-distance and meet in Cincinnati now and then. He arrived first and noticed a bit of a mildew smell in our original room, so he asked to switch. The staff were upfront that they were working on the issue in some rooms and moved us right away. The next morning there were two breakfast vouchers and a kind note from the manager about the room change, though it really wasn't a big inconvenience. They also let us check out late at no extra charge.

The price and how easy it is to get around make this an 8-10 hotel for me. But they charge extra for things like breakfast. My home office is only eight minutes away, and I'll probably choose a different hotel next time.