Hilton Garden Inn Manchester Downtown

I booked on Expedia and accidentally selected the wrong Hilton property. Within 15 minutes, I requested a cancellation. Expedia requested a refund of the property, but the property manager never responded, leaving us in limbo. This was a huge disappointment, as we had other family members at the 2nd Hilton, which made coordination incredibly difficult. The staff (aside from the manager) while onside were professional and the morning breakfast staff were delightful. The young lady who checked us in did her job and was patient as we figured out the new hands free app (nice feature btw!). It was hugely helpful to have the shuttle available for rides within 3 miles, given the situation that I mentioned above. The driver was friendly and flexible. The room was wonderful - beds, shower, amenities, etc. It also was not freezing when we walked in, which is nice. It's not uncommon to walk into an air-conditioned room at night...brrrr. Overall, due to the manager's lack of response to Expedia, this rating would have been much lower if the staff on site were not so helpful. Property Manager - I recommend that you allow cancellations for clearly accidental bookings quickly and allow those people to move on with their lives. You did nothing to aid the Hilton brand. I've been a Marriott girl for years, but am learning to fall in love with some of the Hilton properties, as they have become far more consistent in offerings over the past decade. You are the face of Hilton.

Upon arrival Hilton did not have our reservation in thier system, which they said was Expedia's fault & they simply turned us and 3 children away at the desk saying "We can't help you, we are fully booked, good luck" (even though we booked days in advance) leaving us high & dry with no help finding a new hotel at the end of a long day. We were almost forced to cut our vacation short. I asked the desk clerk if he could at least help us by getting us transferred to a different Hilton location, he refused. After hours on the phone, we ended up fixing the problem with Expedia (they did in fact book the room and we still aren't sure why Hilton did not have our names in thier system). We were looking forward to using the pool and hot tub but from the moment we got there until well after 9pm there was a group of 8 boys who were out of control (parents drinking, not supervising) hucking a football across the entire pool area so no one else could swim (my daughters almost got hit multiple times- one of my daughters has a condition in which any hit to the head could cause hemorrhaging) they were slide tackling each other in the grass then jumping in the pool/hot tub covered in mud & grass trashing both. We were never able to use either as they were left filthy. One boy was bleeding from a large gash in his side he got slide tackling and kept rinsing the blood off in the pool. We called the front desk to report, they said they would clean the hotub so we could use it, they never did.

Since we booked through Expedia it said check in was at 2. We arrived at 2:30 and were told that “is the problem with using third party vendors (Expedia,etc),” and rbey would not allow us to check in. Said she would text me when our room was ready. Took the kids to lunch to fill the time and returned past 4 pm and I never received a text. I told her I never got a text and she ignored my comment. She hit a few keys on her keyboard and told me there were no clean rooms available yet for check in and then told me that’s why I didn’t get a text. At this point it was over an hour beyond check in time…. We had a soccer tournament for my son and needed somewhere to get into our bags to get his uniform. I told them I felt it was unacceptable to not have rooms ready after the scheduled check in time. She ignored my comment and said they could “find” something. She gave us room keys and we went to the room which had NOT been cleaned, had peeling wallpaper throughout, ceiling stains, trash still in the trash cans and urine on the toilet seat. We got my son into his uniform and went to his game and upon our return o stopped at the desk and told them that our room was not cleaned and was also not as represented on the hotels website. A gentleman told me they would send someone to clean it and I asked for a different room. He said they were booked solid so I asked for a refund and then he was able to find me another room. That room was in much better condition and clean.

The hotel is great! But I won’t EVER book through orbitz again! I booked a baseball view room and payed extra but orbitz never requested it and now I have a very unhappy kiddo.