Hilton Garden Inn Gilroy

My requests for top floor away from noise weren’t accommodated. Upon check in I received a different room than I had originally selected. An hour into our stay around 11pm the room above us started stomping around loudly. Went on for hours. My family hardly slept. The sheets were itchy and I woke up with two bug bites in the morning. The breakfast was mediocre and I am extremely dissatisfied with my stay. For a Hilton this was not remotely close to what I was expecting.

The property was clean, well-kept, and convenient. The breakfast was tasty and the breakfast host was lovely. Unfortunately, the pool was closed for the duration of our stay (over 110 degrees each day!) which was a key reason for selecting this hotel. We were not notified of this at check in, and discovered only after suiting up the family and all excitedly heading down to the closed pool. Additionally, the rooms were not ready at check-in time. While in our room, we called the front desk and waited on hold for over 15 minutes without anyone answering. When we walked down to the lobby, the attendant was not waiting on any customers. Finally, while they say they provide a crib for infants, they really only had a hard "pack-and play" with no sheets - this is not the same thing.

I booked a room with double queen beds and paid in full through Orbitz. Upon arrival, the front desk informed me they were out of such rooms and asked me to switch to a king bed, promising to bring a roll-in bed. I accepted the arrangement. After waiting for two hours without any roll-in bed being delivered, I went back to the front desk to ask for it again. The same woman claimed I had booked a room with one king bed, not double queens, and stated they didn’t have roll-in beds and never agreed to provide one. They blatantly lied to me and even suggested that if I was lying about my reservation and didn’t like it, I should leave. I had to request a manager to step in. The so-called manager stated that they often ran out of double queen rooms and guests had to accept a cheaper room with one king bed. She also mentioned that online booking agencies like Orbitz and Hotels.com often mistakenly reserve a king bed room instead of double queens. When I mentioned my extensive travel experience and rarely encountering such an issue, she mockingly said it was just unbelievable luck. After an hour of arguing, they suddenly found a double queen room available (at 10:30 pm). I had to wake up my two kids and move to a different room. This was an incredibly frustrating and disappointing experience. The staff was unprofessional and dishonest, and the whole situation was handled very poorly. I will not be returning to this hotel and would not recommend it to anyone.

Our go-to spot when we are visiting Gulroy Gardens. Exceptional staff, full hot breakfast, room comfortable and a great pool. Perfect for families as well as anyone on business.

The air conditioning was OUT in the main areas-lobby etc. and the staff-NO ONE ever even acknowledged it. It was like 100 degrees outside. I was given the wrong room number- when I got to the room the housekeeping lady helped me get in bc my key wasn't working.. BUT THERE WAS ALREADY SOMEONE in the room!!!!! I was horrified! When I went back to the front desk the young kid didn't apologize or anything- He said- "Oh-I wrote the wrong number" as if it was nooothing!! My whole party got their rooms discounted- when I asked if I could use AAA or AARP discount I was told no. Young man who barely spoke or made eye contact: Sorry-you had to tell me at check in" Unfriendly older women the next day: No. Because you booked with Expedia not our hotel. But I'm pretty sure that either could've over ridden that price had they wanted to. BAD customer service. The hotels bathroom door made a horrible sound- I took a video- I never spend over $200 for a hotel room and this experience showed me that there is really NO BENEFIT whatsoever to doing so. Extremely disappointed!

Our stay here was nice comfortable beds, we got a good rest before our soccer tournament, checking in though… The kid checking us in said like 5 words max to me that I didn’t understand because of the mask he was wearing.

We booked the property with the understanding that the pool was available. I have two kids and upon checking in, we were told pool is under maintenance. This was a big part of our planning. They should have indicated it when booking them. My kids and wife got sick in the room and can’t figure out why.

Fabrizia was amazing!! I will come back just because of her customer service. I came from Phoenix Az and she made my stay in town with my family a great one.

The place is very clean, staff friendly and helpful. Will recommend to family and friends.

We booked this hotel for its location and amenities;however, the spa was closed during our stay. Our family was looking forward to spending some time in the spa so it was a real disappointment. Sandy at the front desk was very welcoming and provided excellent service.