Hilton Garden Inn Birmingham SE/Liberty Park - Birmingham, Alabama

T B.

I have stayed at this hotel and it was one of my favorites. Was...

I am a Hilton Honors member, had a reservation for last Saturday, and had digitally checked in- and received the digital key confirmation. All was fine, until I arrived Saturday night and the digital key was not there. I thought it was a simple glitch.

Long story short: My reservation had been canceled by the hotel.

The man at the front desk was rude, unhelpful, and clearly either unaware of the hotel systems or, frankly and most likely, being dishonest. (He kept insisting that I must have canceled my own reservation .... First, If I did, then I wouldn't have been standing there . Second, a little difficult to cancel a reservation while driving, which I had been doing for 9 hours. And, most importantly, third: Impossible- because you cannot cancel or change a reservation on the app on the day of the reservation/ after the cutoff period.)

He even challenged that I "must not have" checked in. UNTIL I showed him the check in digital key request from that same morning.

And here's the proof that the property was not operating transparently. I told him to simply reestablish the reservation. He said they were all sold out. They had given - sold- my room away... A room that was reserved by a Hilton Honors member. A room already checked in. So unprofessional. And such a safety issue.

I asked him to call the manager while I called Hilton Honors line. He did not. In the meantime, I found another hotel in the area.

Clearly, there is a management issue- perhaps with Hilton systemically.

I have found better customer service recently with Hyatt.

Terrible customer experience!

bobbie289

Matt, the man who helps us with our breakfast experience, completely makes our morning! He is so friendly and efficient. Every time we hold our conferences here he supports us in room readiness. I see him busy making sure this hotel stays awesome in all aspects. Our company has chosen this hotel not only for its great rooms and location but also because we look forward to the kindness we are extended by Mr. Matt.

Melissa W.

The service and location is great. The hotel needs some TLC. The air conditioner was loud and made a rattling sound. Multiple stains on mattress 🤮 The ice room on the 5th smelled like it was growing black mold it was awful. Shower could of been cleaner. The whole hotel smelled stale. You definitely can't walk on the floor without shoes cause it was gross not sure while hotels have carpet it's just gross 🤢 The pool was very cloudy, it looked dirty so I was afraid to get in.

994melodyc

Walking in, the hotel is nicely decorated with a beautiful relaxing color scheme. The lobby area is very clean and inviting. The staff are very friendly and helpful- going over and beyond to make your stay enjoyable. The room was very clean. Thank you!

Leah N.

We booked this place since we saw a picture of the hot tub. However this place currently only has the indoor pool, no hot tub. The hotel does not seem to be upkeep as it should therefore missing certain aspects of what we expected for a Hilton hotel. We had like 5 percent left of toilet paper when we arrived. We had to go to front desk to ask for more.
The location is in a quieter area of the town. Therefore if needing to go out at night, the roads around here are pitch dark. The roads are a bit curvy as well.

Doyle C.

I couldn't give a full 5 stars due to a one reason, the shower head was gross, grime all over, just needs a nice little scrub. You don't get the cleaning feeling when washing with dirty water . The staff were super nice and the lobby was well kept and clean. The room was a light noisy but that was due to others talking in the hallways late at night and out of their control.

Kevin G.

The location is good but that’s about it. Had drinks and ate here. Pretty overpriced for at best mid grade food. Tried the wings and burger. They were ok and the fries had way too much salt. Walked into my room to a sticky floor and the top of my ac unit looking rotted somehow. Went to turn the ac down and it only goes to 68 and fan speed auto or low not high. This also has a motion sensor ac so enjoy waking up in the middle of the night hot or leaving and coming back to a hot room. With all that money they are saving by inconveniencing you, you think they would fix some stuff or lower the price of basic food and drinks. It seems like most things me and my friends went to order were out of stock so if you like what you like, you might want to keep it moving to the next place.

Flyer54985643005

The Hilton Garden Inn here in Birmingham is a nice hotel, good food, kind staff, nice scenery, close to lots of stores and restaurants. Just a slight problem... the pool is ridiculously cold. I don't recommend using the pool. Other than that. A nice hotel. Keep up the good work Hilton!