Hilton Garden Inn-Springfield, MA

There was a sewer smell coming from the hallway in the morning, and the complimentary breakfast was subpar. I booked this hotel over others in the area because it had a spa, but it wasn’t working. The plug beside my bed didn’t work either, and the fridge was warm. Overall, not what I expected from a Hilton.

This didn’t ruin our stay, but a hotel charging $200 a night should have more oversight and higher standards for the pool and gym. I never saw staff check those areas during any of our visits with the kids, so there seemed to be no staff oversight or security presence. I’m sure there was a family experiencing homelessness in the gym and pool area from before dinner until after 9 p.m. There were two adult men and two middle-school-aged boys there for hours, charging phones, with large black bags of belongings set up on the pool loungers. The family didn’t approach or speak to us, and they weren’t a threat. I didn’t report it because there were children with them, and if they were unhoused, I didn’t want the kids to be without somewhere safe to sleep. A towel was holding the gym door open because it locks on the gym side to the pool, and you need a key card to go back and forth. The two men also propped open the pool patio door, which locks from outside, and smoked weed on the patio. Once they did, my kids wanted to go back to our room. The boys changed into pajamas in the gym after swimming, past 9 p.m., as if they were getting ready to sleep there. Maybe they did. Or maybe staff knew them and didn’t care or pretended not to notice. I just want people to know this happened.

The staff went out of their way to make the stay pleasant, and the amenities were just what I needed. It’s a modern, clean hotel in a great location. A solid pick if you’re visiting Springfield.

The property is well kept, and our room was clean and quiet. The location worked well for us at the time. My service rating comes from the clerk who sold me the room and checked us in. She was pleasant and helpful.