Hilton Garden Inn Troy

I had neck surgery in August and couldn’t manage stairs, so I booked three nights at the Hilton in Troy New York. I still couldn’t do the stairs after those nights and went to the desk for help extending my stay. I was on a lot of painkillers and not fully aware of everything, so I asked the desk person to help arrange one more night. I asked them to make sure it was all set, and they assured me it was. The next morning I got a call telling me to check out. At the desk, they said I’d actually booked an extra room for that night and hadn’t picked up its key. I explained what happened, showed them my phone, and said they could check security footage. Their own desk agent had made the booking while helping me recover from surgery. They said too bad, wouldn’t honor it, kept the $283, and made me spend another $283 to stay one more night. Nobody had used the extra room, and I wasn’t looking for a second room at midnight. I was only trying to extend my stay and trusted the staff to help me make the arrangements. They booked the extra room for the same night, then never called to ask if I was coming for the other key. They just told me in the morning. It could have been sorted out, and it wasn’t because the hotel was full. At the very least, since their agent made the mistake, they should have taken the money from the previous night and let me stay one more night. If I were a comp room customer, would they have done this? Customer service is awful, they’re greedy, and I wouldn’t trust them with anything. Management is terrible. Taking advantage of someone recovering from surgery and in a vulnerable situation isn’t okay. When a mistake happens, they should fix it, not admit it and say they don’t care. I’ll never return. I’d sleep under a bridge before setting foot in that property again.

The suite was huge, with a large dining table, couch, and a few easy chairs. There’s also a good restaurant and bar attached, and I liked the hotel enough that I’d definitely stay again. I had two minor issues. Hot water took over five minutes to arrive, which seemed longer than it should, though I was on the sixth floor and maybe that was part of it. It was fine once it came. The bedroom heater clicked and kept waking me up, so I turned it off. The room stayed warm enough.

James at the front desk was so sweet and welcoming, and made the stay feel great. The room was nice, though there was only about 5% conditioner left in the shower, which was frustrating when I went to wash my hair. Getting into the parking lot in the morning was a little difficult because of traffic, but that’s not the hotel’s fault. It was a very good experience, and I’m grateful. Thank you :)

An historic ten year blizzard is coming, with 15 inches of snow expected and highways closing tonight, yet they won’t refund any clients’ money. They expect guests to make it there anyway, blizzard or not. I guess this Hilton is all about profit over people. I’ll switch to Marriott and forget Hilton, especially this one.