Hilton Garden Inn Stoke on Trent

It is not a reflection of staff but generally service levels were below standard and seems more of how they are setup to do by Hilton. 1. Room booked as per Hilton website to accommodate a family of 4. There were no additional beds in the room on arrival because house keeping team must have missed it while preparing room and they are not around 24 hours. Wasted 1 hr and only after kind lady at reception prepared another room herself. 2. Restaurant is open till 10 pm for dinner but no room service after 9 pm or last orders by 9:15 pm. Not informed when asked about this at check-in. Again, staff served dinner for our order placed just around 9:15 pm but a reflection of how Hilton is saving costs at the cost of service.

On check in no one advised us there was no dining until after 8.15 as restaurant reserved for group booking. There was no provision for other guests. They wouldn’t offer any room service either for myself and my 13 year old and told me to walk up the road to another restaurant. I didn’t want to have to go anywhere else having driven 5 hours we were shattered! We found Pubic hair on the wall in our bathroom. Then at 10pm school children were running up and down the corridor ‘practising for their athletics’. Breakfast selection was basic, there weren’t enough staff to clear the tables and even when cleared they weren’t wiped down so still had food from previous guests. Very disappointing.

Stayed for 3 nights with not a single good night sleep as the air conditioning keeps shutting off every few hours. Asked the receptionist about it on the first night but nothing changed. Probably trying to conserve energy but the room gets really stuffy and hot without the air conditioning on so I have to keep getting up to turn it on as I had my toddler with me.

It is the first time we have stayed here, and the hotel overall was extremely clean and well presented. Every staff member we came into contact with were extremely friendly. We will return again when visiting family.