Hilton Garden Inn Ann Arbor

HGI needs to step up. Checked in online for 5pm arrival. Got there closer to 6 room wasn't ready. Pool out of service.lobby coffee out of service. 1 person at the desk during a check in period is insane. Love location & room was clean. Tub had beat up rust spots.
Apr 8th, 2024

Someone broke into our car in the parking lot last week and the general manager did absolutely nothing to help us and didnt even help get the police there. There are no cameras at the hotel. He wouldnt even offer my 2 and 4 year olds a snack as we sat for over 3 hours in the lobby waiting for the police we had to contact, the tow truck, and our parents to bring our other car to us.
Mar 30th, 2024

It was a nightmare from the start. The check-in was botched leaving my credit card attached to a different room without me knowing it. Then during our stay I purchased 1 single tea at the receptionist charging it to my room key. After checkout I noticed I was charged over 30 dollars for that tea. I called and they fixed the over charge. Come to find out the people using the other room disputed their charge so because they switched the rooms and credit cards at check in they expect me to pay for the room the other family used. The manager Jason is trying to play stupid games and threatening to cancel our Hilton honors. Needless to say we wouldnt go back to that place on accident. Dont worry Jason, Im watching my card and should you try charging me for a second room Ill dispute the entire stay.
Mar 24th, 2024

Mar 20th, 2024

They kicked us out at 1am due to an error by a front desk on Sunday. Angie (heavy-set African American woman, wearing a wig) claiming to be the audit manager sat in our room, watching as we packed our things. I guess she thought we were trying to stay in our room anyway, steal hotel goods (??), we still dont know. We had paperwork indicating a check out later that morning (paid for). She dismissed the paperwork and said her computer trumped the confirmed reservation printed prior to our stay. DONT EVER STAY AT THIS HOTEL. Instead of allowing us to rest and wait 7-8 hours for check-out, she threw us to the parking lot. We were forced to change our ENTIRE travel plans and drive 10 hours home to avoid being on the street with luggage. Initially, Amanda wouldnt give us her name, repeating over and over these are Hilton rules, not hers. Also telling our son, No need to be embarrassed, assuming we didnt have money. No, we already paid $300 for the night and refused to pay it AGAIN. This is the WORST HOTEL EVER. My family was treated inhumane with no regard to our safety/wellbeing after being kicked out at 1am. We are reporting this to the BBB in addition to other local/state/federal authorities. Last, but not least - our son was praying as we were being kicked out. While he was praying, Amanda states, Those prayers better be genuine. Totally disrespectful. Safety: I see someone got their car broken into. Noteworthy details: They kicked us out at 1am due to an error by a front desk on Sunday. Angie or Angela (heavy-set African American woman, wearing a wig) claiming to be the audit manager sat in our room, watching as we packed our things. I guess she thought we were trying to stay in our room anyway, steal hotel goods (??), we still dont know. We had paperwork indicating a check out later that morning (paid for). She dismissed the paperwork and said her computer trumped the confirmed reservation printed prior to our stay. DONT EVER STAY AT THIS HOTEL. Instead of allowing us to rest and wait 7-8 hours for check-out, she threw us to the parking lot. We were forced to change our ENTIRE travel plans and drive 10 hours home to avoid being on the street with luggage. Whats so sad, we had just buried a family member. Initially, Amanda.Angie wouldnt give us her name, repeating over and over these are Hilton rules, not hers. Also telling our son, No need to be embarrassed, assuming we didnt have money. No, we already paid $300 for the night and refused to pay it AGAIN. This is the WORST HOTEL EVER. My family was treated inhumane with no regard to our safety/wellbeing after being kicked out at 1am. We are reporting this to the BBB in addition to other local/state/federal authorities. Last, but not least - our son was praying as we were being kicked out. While he was praying, Amanda states, Those prayers better be genuine. Totally disrespectful. **This was original complaint was posted in February. It was deleted, but Ill keep posting it until there is some compensation for our outlandish, negative treatment** We NEVER received any compensation from Hilton, an apology call/email - NOTHING. Due to our terrible treatment, we will NOT stay at another Hilton in the USA. We attended a funeral, were checking out at 8am to travel, and you kicked us out 7 hours before checkout. Feel free to reach out to me with any questions.
Apr 5th, 2024