Hilton Garden Inn Tewksbury Andover

Our child was forcefully grabbed by security for playing in the hallway. That was completely unacceptable and deeply upsetting. During my May 1-May 3 stay at this Hilton property, both rooms had problems: stained bedding, dirty bathroom floors and sink areas, a loud, malfunctioning shower, and a missing latch on the front door lock that made us worry about safety. The front desk staff were courteous and listened, but the overall service didn’t meet what I expect from Hilton. I reported the problems and emailed management, then waited five days and sent two follow-up emails before getting a response. There was no meaningful follow-up after that. I hope the hotel addresses these issues so future guests don’t go through the same thing.

Jose at the front desk is what made this a five-star stay. He went out of his way to treat us like family and completely changed how I feel about the Hilton brand. We had stopped staying at Hiltons after a very bad experience, but my in-laws booked this hotel and Jose won us back. The hotel itself was very nice too. We’ll definitely stay at Hiltons again. Thank you, Jose.

The mattress was too soft and flimsy, and I had trouble sleeping because I sank into it. A colleague who stayed here said the same. I was there for two nights, so a longer stay would have been difficult, though the other positives kept it from ruining the experience. The hotel was clean and tidy, with helpful reception and housekeeping staff. Free hot water, tea, and coffee were available from 6 AM to 10 PM, and there’s a Seven eleven across the street for snacks, water, or food. Breakfast at the restaurant costs around $16 and includes oats, cereal, milk, tea, coffee, and fruit, which was handy before work.

Cristian at the front desk was very kind, but it doesn’t make up for how mediocre this hotel is. They don’t provide room service every day and seem to run with a bare-bones crew. The rooms have carpet, and only the newer ones have clean air. The heater is loud and doesn’t work. Breakfast is awful, and the one server doesn’t seem happy to be there. Avoid this hotel at all costs.