Hilton Garden Inn Wooster

Verified Hotel Guest

Positive: Hotel employee was very accomodating at check-in. The room was spacious, clean, and quiet. Obtaining fresh towels was easy. Negative: It would have been nice to have the option of a reasonable priced breakfast bar included, even if it is a simple continental breakfast.

Grant Fish

This property is in serious need of a major update. Pillows, linens, and mattress have exceeded their useful life. TV is something from the last century. I made a 2 day reservation, but we had a change of plans and checked out a day early . We were still charged for the full 2 days despite an in-person checkout at the front desk after our first night. The hotel was clean, but in serious need of major renovation. There is a Hampton Inn a few miles away. Stay there instead.

Kate Quinn

This hotel is overpriced and the staff is rude. I have spent 10 years traveling with work. For my son's 12 Birthday, which falls on New Years. We wanted to have some of his friends for a party and swimming. I chose the Hilton Garden Inn of Wooster thinking it would be nicer. I explained my plan to the front desk asked pricing, let her know how many kids would be there to ensure I had enough rooms. We had 3 adults and 7 kids , one of which was in a wheelchair. Our first experience was with the extremely rude staff. James the front end manager would not allow my friend to check in and decorate one of the rooms for my son's arrival. This was something I had discussed with the lady on the phone that helped me with the reservation. She had told me it would not be a problem. It was. We were also charged close to 50$ more than what I was told on the phone. Explained to us rudely that that was for incidentals. Every question asked was answered with an attitude. It was very apparent that the manager did not want to be there or help us have an enjoyable stay. The pool was tiny compared to less expensive hotels... The room it was in was small and loud due to echoing. The hotel hallways were filthy as if they had not been cleaned in weeks. The beds were hard and uncomfortable. The breakfast that was included in our stay was nothing but stale cereal, bagels, and fruit. The chef was not in so the hot breakfast was not served. The restaurant was closed, on New Years Eve!! The extra charge to my room that was for damages. Became a cleaning charge. We had A lot of trash and towels. We bagged up all of our trash and put all towels in a pile. In 100s of stays over the years I have never been charged for cleaning!!! Any cleaning done to that room needed to be done because that's what you do to a hotel room after it's been used. You clean it!!! I called after I saw the extra charge refunded then recharged on my credit card. My call was made 01/01/2022 I left the message for Jenifer the General Manager. I did not receive a call back till yesterday it was from James the same gentleman that was extremely rude to us when we checked in. Poor customer service. Not as nice as Comfort Inn( behind them). Terrible experience. Then the manager can't even call me to discuss the issues I had with the extra charges or behavior of her " Front End Manager". "Grandma" my sweet little momma came in to drop off the birthday boy and pointed out on her own how rude James was. I spent my weeks up through Christmas walking 15 miles a day through whatever weather came my way 6 days a week. Some over 12 hours. I understand the whole shortage of staff and having to do everyone else's job and live at work. What I don't understand is being rude and condescending to paying guests. A tired mom and some little kids , who through together a quick bday party 🥳 while walking through Wooster in the rain. The girl who I spoke to ,to make my reservation was very kinda. It was apparent she was new and therefore didn't give me all the information I needed. She left the phone to speak to the manager a few times. Behavior like James is will take this new sweet employee and scare her off. Mark my words. It's much easier to treat your customers with kindness and respect. Then to have to deal with an unhappy one.

Krystal Landon

I have stayed at this hotel before and enjoyed it. But the last time we stayed was not a very good experience. The whole reason we came to this hotel was so my son could swim. we got there after we already paid then she told us the pool area isn't working when I told her oh that is the whole reason we came they didn't even try and help out or anything. Then when we went in the room it smelled like an ashtray the room was not that clean. The beds were dirty hair everywhere and the bathroom was nasty as well hair everywhere clumps of hair everywhere. And neighbor was loud and u could feel pounding on the wall. The breakfast was not that Great. And when we got to swim in the morning the pool was so cloudy and nasty we didn't even swim in. It definitely wasn't worth the price I had to pay. Very disappointed ☹️