I have to stay in this hotel when I travel to this area for work and while it's a decent hotel, I just don't like it for several little reasons that add up. The staff is friendly but not out of their way helpful, sounds carry and/or are magnified through the walls/ceilings (i.e. it sounds like an elephant is walking around upstairs), smells (like cigarette smoke and food) carry through the vents/doors, the bathroom and closet doors are designed to close on their own (so you are always getting hit with the door if you forget this), room service food is poor, beds are uncomfortable (no matter what setting - and I usually love Hilton Garden Inn beds), and no automatic entrance doors in the lobby. This trip I moved to another Hilton Garden Inn in Maple Grove part way through the trip and reconfirmed what this chain of hotel is supposed to be. I realize that current management can't really do much about most of these things - mostly due to poor design of the hotel. Again, it's a decent place to stay but if I had a choice, I wouldn't.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
1 February 2012
I want to sincerely apologize for your experience. It is always our goal to surpass, not just meet, our guests’ expectations. In other words, just being friendly is not enough! Our job is to ensure if there are areas that impact your stay, we are doing everything in our power to address them to your satisfaction. Although some of what you described is related to the design of the building, there are a number of areas we can improve upon based on your feedback. I will share your comments with our team and we will work to identify solutions.
To specifically address a few of your concerns, we are updating to automatic entry doors for the lobby this spring as part of our continual investment in the hotel. In addition, later this year, we will be installing new guest room carpeting and repainting the guest rooms. As part of that process, we will become a 100% non-smoking hotel. We are excited about these, along with a number of other improvements we continue to make to the hotel.
Please accept our apologies. We are disappointed that we didn’t deliver on the experience you expect and deserve while traveling.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
