2/10 Terrible
Pedro
Jul 19, 2025
Disliked: Cleanliness, staff & service, property conditions & facilities
Terrible experience
I’ve been a Hilton Honors member for 19 years, and this was by far the worst experience I’ve had at any Hilton property. I’ve stayed at the Hilton Garden Inn Liberty before—even during the pandemic—and the condition of the hotel was noticeably better then.
I did online check-in and selected room 424. When I arrived, my digital key hadn’t arrived, and the front desk told me digital keys weren’t working. They gave me a plastic key, which didn’t work either. Then the digital key came through, but my phone showed the room was deadbolted from the inside. I went back to the front desk and was reassigned to room 524.
Room 524 was unacceptable. There was a brown stain on the counter, which I wiped up myself. The floor looked like it hadn’t been vacuumed. The toilet had hair under the seat, the sink was dirty, and the bed seemed to be hastily pulled together—likely with used sheets. As someone who owns a cleaning business, I can confidently say the room was not properly cleaned or turned down.
This was a major letdown from the quality I’ve come to expect from Hilton. I’m asking that this be reviewed and addressed, and that appropriate follow-up and compensation be considered.
I would post pictures, but as I’m trying to attach the pictures to hotels.com, they’re being flagged as Inappropriate. No worries, the pictures definitely went to Hilton.
Pedro
Stayed 1 night in Jul 2025