Hilton Garden Inn Chicago Downtown/Magnificent Mile

The views were great and the place was clean and comfortable; however, the front staff, specially Halima was incompetent, rude, and provided poor customer service with short snarky remarks complete with attitude. Needless to stay, we were charged twice for our room, both via prepaid through Hotels.com and again through the hotel. I called back a week later to address the issue and sure enough got Halima again, with the same attitude, minimal explanation, and pointing the blame at Hotels.com stating that I had to contact that party to resolve the issue. This validates that this hotel tolerates poor customer service and hope this issue will be resolved quickly. I cannot recommend friends and families to stay at this hotel if poor customer service is the first welcome before even getting into the room.

Check in was 3pm. We got there to check in and our room was not ready. We couldn’t even use the lobby facilities because we did not have a key card for a room. We arrived with a younger child who needed to rest in the room after a long drive and instead. Had to wait in the lobby and not be an inconvenience to everyone else while we sat there for 2hrs waiting for our room to be ready. Very disappointed.

Great hotel and family friendly

Friendly staff and able to accommodate an hour and a half early check-in. Rooms are dingy and worn down, very tight, view of roof and next door building . Air conditioner unit had coffee or something spilled all over the front and top. Great location with tons of restaurant choices within easy walking distances for children; grocery stores nearby.

From check in, to moment we left, this was a rough experience. The hotel is not a quality Hilton hotel. It’s not that clean. Bare rooms - basic Room was dusty - I had to wipe everything down. Even the coffee maker had a great deal of dust on it as did the whole tray/bar area. Broken bathroom door - asked to fix and no one did. I checked 10 hotels in the area to choose adjoining rooms & chose this hotel for that option. It even had us choose the type of room, and we picked adjoining. I called two days later to confirm the type of room we were getting & The young lady told me I was all set. Got to check in, nothing but excuses and claims of, “you booked through a third-party so we can’t do much. It’s not always available.” Since we were traveling as a family, we asked to have rooms side-by-side. They gave us one room and told us to come back at 3 PM for the 2nd room, across the hall. We returned at 4 to deal with Hashmat, who wasn’t very helpful and wanted to move us to the other side of the floor for the second room. We again explained that Chris told us it would be ready at 3 PM and it was now 4 PM. Chris offered us bottles of water for the inconvenience 🙄 Hashmat disappeared into the back after telling us It wasn’t available only to come out two minutes later to say that it was. 🙄 They speak to you with no inflection in their voice and a poker face - they don’t care about inconveniences or your stay. I was very disappointed. Never had this kind of experience.

Excellent location! The hotel room was very clean. The only issue my family had were the beds/ very bunny and felt loose.

I was a guest at this property last weekend with my two toddlers. Hotel staff called my room two times in the middle of the night. Security came to my door at 5:20am saying they were completing a wellness check because an individual claiming to be my sister was looking for me. The room number was given out to this stranger whom I had never met and still haven’t. Staff never made an attempt to contact me on my personal phone or email which were listed under my reservation. I asked security before departing the next morning were they able to get any of the persons personal information (at least their name) or the camera footage and was told that footage is kept for only 30 days and the police would have to request it. Even though I thoroughly explained that I am not from the state of Illinois, had no idea what this person looked like and felt that the hotel had jeopardized the safety of me and my two toddlers. I have filed a formal complaint against this property the day of my departure and they have yet to contact me. Don’t stay here the staff is trained to give strangers your personal info and security treats you like nothing.

The hotel was really nice & updated. It was really busy and lots of kids but we did stay during spring break. I didn’t know the rooms started on the 12th floor. Definitely should know that when booking! Would have preferred to stay on a lower level.

Staff is great and very accommodating. The hotel was just okay. Our thermostat was broken and the shower dial was broken and auto switched to the hottest temps. The breakfast we paid to be included in our stay was not for all parties but just two adults and that was not explained in the Expedia booking. The hotel would not extend the vouchers to our children and blamed it on us booking with Expedia and not directly with the hotel. Also, the Webber grill staff looked annoyed that we had vouchers for breakfast so that took the excitement out of our “included” breakfast.

Not a bad place to stay. Very disappointed that the pool was closed. We chose this hotel because of the pool for our kids. It would have been nice if they had put that information on their site. We would have picked another hotel for our kids.