We have been Hilton members for years and never had such an unfortunate experience. Firstly, it cost us more points to stay here for four days than it would have in Sedona Hilton Golf Resort for 8 days. Hilton always provided free breakfasts. The new owners now give you a $10. allowance and the breakfasts are $14.00. Our food bill for four days was $100. Hiltons serve 100% Arabica coffee. This Hilton property has the worst coffee and they have done away with half and half. You now only have the choice of using the coffeemate, which is horrid and full of chemicals. One patron asked for jelly. Oops, NO jelly, only marmalade. A heads up that there is a boisterous and VERY LOUD restaurant bar with live music right behind the Hilton. They play until 1 AM on Saturdays. Forget about using your balcony. And the pool and hot tub were out of service. We will NEVER go to this property again.…
We thoroughly enjoyed our stay here over Labor Day weekend. Our room was large with a nice (though not deep) balcony that overlooked the water. Every staff member we dealt with was outgoing and friendly. The breakfast offering though somewhat limited was much better than we've seen in most hotels we've been in since the pandemic started. Cannot talk to value since this was a points stay, but we felt that for the points redeemed it was a good value and a very nice stay.
My number one concern with this property was the incredibly poor service from the manager, Jacqui Collins, who was unhelpful, uncaring, and smug (to me and then even worse to other guests, who she told to use their inside voices even though they weren't raising their voices, but rather, were sharing their terrible experience in an effort to get assistance or even some semblance of kindness). Unfortunately, it is clear that her management style and approach trickled down to some of the other team members, namely Tim -- who lectured me about booking through Priceline. The solitary reason I booked that hotel was for the indoor pool, so my young son could swim, and I could salvage my skin over Labor Day weekend, but when we arrived, there was a sign on the counter indicating the pool and hot tub were out of service. I asked for a refund in order to book a different location, since I found some online with rooms available and functioning pools. Despite two calls to Tim directly from Priceline, who agreed to refund me, Jacqui via Tim declined. Since Priceline already paid them -- and since Jacqui refused to refund Priceline, we were literally stuck at the hotel (with no pool). Thanking God that Priceline did give me a 20% discount out of their pocket, while this awful hotel kept the entire payment -- even though the service I purchased (pool) was unavailable. PROS - Close enough to DC for a quick weekend trip - There is a wonderful restaurant next door called Bridges - great staff, food, ambiance (not affiliated with the hotel, but trying to identify positives). We really enjoyed the nearby restaurant. - Due to the incredible kindness of some friends, we were able to salvage our weekend -- and the marina we visited was only 1/2 a mile from the property. - If you want to party hardy, this might have been the place for you. - There were a couple of very kind young women behind the front desk and with the hotel restaurant. Grateful for them. - My son enjoyed that they had pop tarts available for purchase. CONS - Poor management, service, or resolution support. - Pool and hot tub out of service since June. They will tell you there is a sentence about it on their website, but I am told it is hard to locate (although I don't care enough to look, because I booked through Priceline where the #1 amenity listed was the pool). - We should have been granted the opportunity to cancel our reservation, however, it was solely the hotel (manager) who absolutely refused. We all know where there is a will, there's a way, but she had no will to help, even though the issue at hand was theirs. We were forced to pay full price even though we were not receiving the promised services at booking. They also seem to have animosity against Priceline. Perhaps they shouldn't speak poorly of the partners that help drive their business. - Hearing the same manager speak horribly to a very nice couple the following morning was disturbing and unsettling considering my experience. - Our room smelled like dirty socks. - Our view from the room was of the parking lot and a loud, late night bar. - Several drunk people were throughout the hotel at all hours -- one falling and spilling her beer in the lobby in the early evening. All to say, the Kent Island Hilton Garden Inn is absolutely not kid-friendly. This was my worst hotel experience ever in my life. I intend to file a complaint with the BBB. It was that bad.…
The hotel room was clean and had everything that we needed for a hotel room. Plenty of towels and the beds were comfortable. The balcony was nice to sit out on in the evenings and watch the boats leave and return and it was a short walk to the Jetty for dinner. The above is why I gave it three stars. The restaurant was open for breakfast, that was it - and it was not noteworthy. There was a coffee machine in the room, but we had to go down and ask for pods to replenish it or pay for the fruit/bagel/coffee bar in order to just get coffee. Also of note, there were no water bottles in the room to make coffee, fortunately we had brought water with us or we would have had to "buy" bottled water. Do not go here thinking that there is a nice breakfast free or even coffee free. The bar opened once during the week that we were there and only because they had three companies holding conferences. The pool and whirlpool were both closed the entire week. And when we booked online and paid for a waterview side, we had to call twice to make certain we did. Each time they were like, oh, we had you in a "standard" room.…
I went to the front desk receptionist Shardae and she was extremely helpful. Shardae went above and beyond to accommodate. She printed out maps of the local area and provide alternative ways to charging my electronics. I will definitely come back to this establishment.
Everything was wonderful during our stay here. Our rooms were clean, comfortable, and quiet. The balcony was an unexpected delight. The sheets were soft and beds were comfortable. Overall excellent experience and would recommend staying here if in the Kent Island area.
If you plan on sitting by the pool and enjoying a dip during the 90+ weather I would suggest calling ahead to inquire about the pool. It was closed 7/16, so we weren’t able to enjoy the fantastic setting
Great facility and pretty setting. We stayed here last year and had a great stay. BUT BEWARE the pool and hot tub have been down for weeks and there is no mention on the website. The guest only finds out at check in! Too late to make other plans. Really ruined our stay.
Nice rooms, clean and convenient on way to beach. Have stayed here many times over the years. But $1500 for 2 rooms for 1 night and then no longer free breakfast is over the top. I do like nearby seafood restaurants we and The Jetty was not a disappointment!!
If you’re ever in these parts this is the place to stay. The location is easily accessible. The hotel is beautiful and the rooms are clean with so many amenities. The staff are super attentive and courteous. Truly impressed!