Lobby

Reviews of Hilton Garden Inn Independence

3 out of 5
Hilton Garden Inn Independence
19677 E Jackson Dr, Independence, MO

Reviews

7.4

Good

Rating 10 - Excellent. 324 out of 948 reviews" "
Rating 8 - Good. 253 out of 948 reviews" "
Rating 6 - Okay. 163 out of 948 reviews" "
Rating 4 - Poor. 130 out of 948 reviews" "
Rating 2 - Terrible. 78 out of 948 reviews" "

7.8/10

Cleanliness

8.0/10

Staff & service

7.0/10

Amenities

7.4/10

Property conditions & facilities

7.8/10

Eco-friendliness

Reviews

6/10 Okay

Steven

Liked: Staff & service
Disliked: Property conditions & facilities
The property could use a refresh. Bath and hallways are a bit worn.
Stayed 2 nights in Mar 2024
Response from HGI Independence on Mar 19, 2024
Hi Steven.We are sorry for the inconvenience you experienced during your stay at our hotel. It was not our intention to disappoint you in any way. Our renovations will be starting this summer, and we know that this will definitely make a difference for us and our guests. We would love for you to come back and see how we have improved.

6/10 Okay

Shana

Traveled with family
Liked: Staff & service
Disliked: Property conditions & facilities
Rooms were dated and worn. Carpet was stained and the room had an odor. Mattress was worn and not comfortable. I was disappointed for it being a Garden Hilton.
Stayed 1 night in Mar 2024
Response from HGI Guest Services on Mar 10, 2024
Shana,We apologize that we couldn't meet your expectations this time. We are patiently awaiting our full renovation that will be starting this year, and we are fully confident that this renovation will make a huge difference for our guests. Unfortunately, most conditional issues like age of the property are out of our control until we get the much-needed renovation. If you return soon, I am confident that you will enjoy the changes we have made/are making!

8/10 Good

Jennifer

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Feb 2024
Response from HGI Independence on Mar 4, 2024
We hope you enjoyed your stay with us. If there’s anything we can do to improve our services, please let us know!

10/10 Excellent

Charles

Stayed 3 nights in Feb 2024
Response from HGI Independence on Mar 20, 2024
So glad that you enjoyed your stay. We hope to see you again in the future!

10/10 Excellent

Charles

Stayed 4 nights in Aug 2023
Response from HGI Independence on Mar 20, 2024
We appreciate the awesome rating!

4/10 Poor

Wyatt

Traveled with partner
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
Cobwebs and spider webs in our room, never have been to a place where we had to pay for our breakfast too, they’re normally complimentary. Hot tub was out of service as well, friendly staff but I can see why the parking lot was empty when we got there. Won’t be staying here in the future
Stayed 2 nights in Feb 2024
Response from HGI Independence on Mar 4, 2024
Hello Wyatt,Thank you for bringing this to our attention. We take these matters seriously and are working quickly to resolve the issue. Unfortunately, the Hilton Garden Inn brands provide great breakfast options, but they are not complimentary. We apologize if you were led to believe otherwise. Renovations are underway this summer, and we would love for you to come back next year, and see how much we have improved. We appreciate your patience as we work through this.

10/10 Excellent

Cynthia

Liked: Cleanliness, property conditions & facilities
Real nice
Stayed 1 night in Jan 2024
Response from HGI Independence on Mar 4, 2024
We appreciate the 5 star compliment. Hope to see you when your back in town!

2/10 Terrible

Charles C

Disliked: Cleanliness, amenities, property conditions & facilities
This was the worst hotel I have ever stayed in first it’s 30 degrees outside and the heat was not on the the room turned the heat up and cold air came out.I only stayed there because our nye event was there, I had to go up to my room during the event and couldn't get in went down to the front desk and was told the lock on the door had to be charged (never heard of that) this happened twice in one night just not a good experience
Stayed 1 night in Dec 2023
Response from HGI Independence on Mar 4, 2024
Hello Charles,Thank you for bringing this to our attention. We take these matters seriously and are working quickly to resolve these issues for future guests. We appreciate your patience as we work through this.

10/10 Excellent

James

Stayed 1 night in Dec 2023
Response from HGI Independence on Mar 4, 2024
Thanks so much for taking the time to leave us a 5-star rating – it’s much appreciated!

10/10 Excellent

Jessica

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023

2/10 Terrible

Sarah

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Nov 2023
Response from Ashlyn on Dec 18, 2023
Thank you for your feedback, Sarah. I greatly apologize about your recent experience at our property. Please feel free to reach out to us at 816-350-3000 ext. 9 so we can make it right with you!

8/10 Good

Patricia

Traveled with partner
Liked: Staff & service, amenities
Disliked: Cleanliness, property conditions & facilities
Their customer service was great exceptional. I didn't like the dirty carpet in my room the furniture is old, the carpet throughout the hotel is old and for the amount of money that is charged the hotel should match the customer service. I didn't like that we're charged for breakfast and again for the amount of money that is changed our breakfast should be free!!!
Stayed 3 nights in Nov 2023
Response from Ashlyn on Dec 4, 2023
Thank you for your feedback, Patricia! I apologize for any issues you had while at our property. Unfortunately, our breakfast is not complimentary, but we do have Bed & Breakfast packages available to where breakfast is included in the rate.

8/10 Good

Diane

Liked: Cleanliness, staff & service, room comfort
Disliked: Property conditions & facilities
Stayed 1 night in Nov 2023
Response from Ashlyn on Nov 21, 2023
Thank you for your feedback, Diane!

4/10 Poor

Daniel

Liked: Staff & service
Disliked: Property conditions & facilities
Angry customer
We booked this room here due to having a heated pool and hot tub. The pool was so cold we couldn’t even get in it and the hot tub was dirty and the water was black. So needless to say we couldn’t even do what we wanted to do at the hotel. Not very happy at all. It actually made me angry because I was doing this for my wife’s birthday as that’s all she wanted to do. But yet we couldn’t even do that.
Stayed 1 night in Nov 2023
Response from Penny on Nov 8, 2023
We do appreciate the feedback we are underway with our full and completer renovation, and we hope to be finished by 2024 thank you again for visiting HGII.

6/10 Okay

T.

Traveled with family
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
Concert Stay - Disappointed
The staff was friendly and overall our stay was good. Great location for an event at Cable Dahmer Arena. We were disappointed with the condition of the room. The room needs updated. Rough furniture, dripping faucet, broken air vent, gross tub. I guess I have higher expectations for a Hilton and for the price we paid. They were also doing some work on the outside of the building. We were in town for a concert and wanted to rest before. The workers were outside our 4th story window talking and playing music.
Gross lamp.
Workers outside our window.
Gross tub.
Light fixture in the bathroom.
Stayed 2 nights in Nov 2023
Response from Penny on Nov 8, 2023
Thank you for your feedback. We are under way with renovations and hope to be done by 2024. Thank you for visiting HGII.

10/10 Excellent

Maxwell, Everett

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
All good but elevators are too slow.
Stayed 4 nights in Oct 2023
Response from Penny on Nov 8, 2023
Thank you for this feedback we greatly appreciate it. Thank you for staying at HGII.

10/10 Excellent

Brittany

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2023
Response from Penny on Oct 25, 2023
Thank you for staying with HGII we do all we can to Make it right.

10/10 Excellent

Shelley, Grain Valley

Traveled with group, Business traveler
Liked: Cleanliness, amenities, property conditions & facilities
Very accommodating
Stayed 2 nights in Oct 2023
Response from Penny on Oct 25, 2023
Thank you for staying with HGII. Hope to see you again soon.

10/10 Excellent

Henrietta

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was great access to the Geha Stadium
Stayed 1 night in Oct 2023
Response from Ashlyn on Oct 17, 2023
Thank you for your response, Henrietta!

8/10 Good

Sheri, Morrisville

Traveled with family and small children
Liked: Cleanliness, staff & service, property conditions & facilities
Disliked: Amenities
The property is great and the staff are beyond amazing. Helpful, kind, and go out of their way for you. They even lent me a block for my phone charger. I never bring mine anymore because hotels have USBs. This one does not, so bring your blocks. The beds are as stiff as boards. For one night it was ok, but I wouldn’t be able to sleep there more than that due to fibromyalgia. Everything else is superior!
Response from Ashlyn on Oct 16, 2023
Thank you so much for your feedback, Sheri! We greatly appreciate your comments, and we will most definitely include USB ports when we get our renovation!

6/10 Okay

Beverly

Business traveler, Traveled with family
Liked: Staff & service
Disliked: Property conditions & facilities
Room was expensive but entire facility is worn, tired and in desperate need of a remodel. The room was clean, but the bed was hard and uncomfortable, the shower was handicap accessible, but there was hardly any hot water and the shower head (hand held) was not adjustable and kept falling out of the holder. Just very subpar compared with rooms that are equal or less cost.
Stayed 1 night in Oct 2023
Response from Ashlyn on Oct 16, 2023
Thank you for the feedback, Beverly. We will use these comments to better the experience of our guests. Luckily, we are starting the process of a full renovation which we know will make a huge difference.

8/10 Good

Diane

Liked: Cleanliness, staff & service, room comfort
Staff was great but the rooms really need updating, especially the bathrooms. Elevator seemed worn out too. This used to be a super nice place but could use some love.
Stayed 1 night in Oct 2023
Response from Ashlyn on Oct 16, 2023
Thank you for your response, Diane. Luckily our renovation process has been started, which we know will greatly impact our guest experience.

6/10 Okay

Clyde

Liked: Cleanliness
Stayed 1 night in Oct 2023
Response from Ashlyn on Oct 17, 2023
Thank you for your response and for staying with us, Clyde!

4/10 Poor

Joe

Business traveler
Disliked: Cleanliness, property conditions & facilities, room comfort
Bad Plumbing.
Shower would not drain, had to shower in 3” of dirty water, and toilet leak water from underneath every time the toilet was flushed.
Stayed 2 nights in Oct 2023
Response from Ashlyn on Oct 10, 2023
Thank you for your feedback, Joe. We will look into this issue and get it resolved.

6/10 Okay

Leah

Traveled with group
Disliked: Cleanliness, property conditions & facilities, room comfort
A motel with hotel rates.
Ceiling above the shower is leaking into the tub. No fan in the bathroom. Perfect environment for mold. Towels are kept in tub and are moist. No ceiling light (except bathroom) in the room, just low warm light lamps. Weird stains everywhere including curtains and walls. Bed so uncomfortable my neck is still stiff 36 hours later. 6 minutes away from stadiums, but no shuttle service. $184 for 1 night for a Super8 motel experience. Shameful.
Stayed 1 night in Oct 2023
Response from Penny FOM on Oct 3, 2023
Thank you we do appreciate the feed back and we will get on these issues right a way. We are happy to announce that we are under way with renovation and we are hopeful that it will be complete buy the end of 2024.

8/10 Good

Adam

Stayed 1 night in Sep 2023
Response from Penny FOM on Sep 27, 2023
Thank you for staying at HGI we do appreciate you feed back and hope to see you again soon. Safe travels!

4/10 Poor

Verified traveler

Traveled with family
Liked: Room comfort
Disliked: Staff & service
Honestly
Greeted with kindness and very prompt getting my room. Lobby was very clean, employees in suits attire. No directions on anything the hotel had to offer. Breakfast, pool or anything except where the elevator was. The carpet in hallways and rooms was disgusting and extremely outdated. Looked like it’s been there since the 70’s. No TV guide, refrigerator didn’t even have shelves in it. Had to plug in lights. The bed itself was very comfortable and pillows were great!
Stayed 2 nights in Sep 2023
Response from Ashlyn on Sep 27, 2023
Thank you for your feedback. We appreciate you choosing to stay with us while in Independence. We will use your comments to better our property for future guests' experiences.

10/10 Excellent

Corrinna

We had a pipe burst in our home and couldn't use water so we stayed and enjoyed it
Stayed 3 nights in Sep 2023
Response from Ashlyn on Sep 22, 2023
Thank you for your feedback, Corrinna! Sorry to hear about the water issue in your home, but we are so glad you enjoyed your stay with us!

10/10 Excellent

Manuel

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was gret
Stayed 1 night in Sep 2023
Response from Ashlyn on Sep 21, 2023
Thank you for your feedback and for choosing us while in Independence!

4/10 Poor

Kami

Disliked: Cleanliness, staff & service, property conditions & facilities
The place is completely disgusting. Wore shoes in my room because the carpet was so dirty you could probably grow a garden on it. Maybe that is were the name came from. Hopefully I don't get athletes foot from the disgusting shower.
Stayed 1 night in Sep 2023
Response from Ashlyn on Sep 18, 2023
Thank you for your feedback, Kami. We will use these comments to improve our property and to give future guests a better experience.

10/10 Excellent

Dylan

Liked: Cleanliness, staff & service, property conditions & facilities
Very friendly front desk guy.
Stayed 2 nights in Jun 2023
Response from Ashlyn on Sep 15, 2023
Thank you for your feedback, Dylan!

10/10 Excellent

Steve

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Sep 2023
Response from Ashlyn on Sep 15, 2023
Thank you for your feedback, Steve!

6/10 Okay

Janet

Traveled with family
Liked: Property conditions & facilities
Disliked: Staff & service
This hotel told us they are not taking local reservations anymore. They said they will only take local reservations if you have an insurance claim. We used this hotel as a local getaway for grown up nights out and chiefs games. Probably spent $2K at this hotel in the last year. Oh well, there are 10 different hotels in the area that serve locals and will take our money. If you are local don't waste your time with this hotel.
Response from Ashlyn on Sep 13, 2023
Thank you for your response, Janet. I greatly apologize about the new policy that our hotel has put into place. We will use this feedback to improve the stays of current and future guests.

10/10 Excellent

Haley

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Sep 2023
Response from Ashlyn on Sep 11, 2023
Thank you for your positive feedback, Haley!

10/10 Excellent

casey

Business traveler
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Will be back
Stayed 3 nights in Jul 2023
Response from Penny FOM on Sep 9, 2023
Thank you for staying at HGI. See you again soon.

10/10 Excellent

Diane

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Staff was great. Room was clean but needs updating especially the bathroom. Hallway had a bad smell.
Stayed 1 night in Sep 2023
Response from Ashlyn on Sep 8, 2023
Thank you for your response, Diane!

4/10 Poor

David

Disliked: Property conditions & facilities
One of my rooms I reserved was not cleaned. Bed and bathroom and not been cleaned.
Stayed 1 night in Aug 2023
Response from Ashlyn on Aug 28, 2023
Thank you for your feedback, David. We apologize that w-e fell short with the cleanliness of your room. This issue will directly be addressed with our housekeeping department. Please reach the hotel at 816-350-3000 if we can do anything to make it right.

8/10 Good

Laurie

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Aug 2023
Response from Ashlyn on Aug 23, 2023
Thank you for your feedback, Laurie!

10/10 Excellent

Patricia

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Aug 2023
Response from Ashlyn on Aug 21, 2023
Thank you for your feedback, Patricia!

4/10 Poor

Timothy

Stayed 1 night in Aug 2023
Response from Ashlyn on Sep 11, 2023
Thank you for your response, Timothy. I apologize that we fell short. Please reach out if we can do anything to make it right.

10/10 Excellent

Douglas

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This property was perfect for our one stay for a concert. Clean and comfortable beds. Kinda bummed breakfast wasn’t included.
Stayed 1 night in Aug 2023
Response from Ashlyn on Aug 21, 2023
Thank you for your feedback, Douglas!

8/10 Good

Lynn

Liked: Cleanliness, staff & service, room comfort
Friendly service; rooms need updating
The service was wonderful. We were given excellent suggestions for sites to visit and directions to some of the best barbeque restaurants in town. Every employee was polite and helpful. Every employee spoke politely to us about our day or evening or asked about our service. The rooms were clean and comfortable. The beds were comfy. The downside is that it is time to remodel and repaint the rooms and replace the furniture.
Stayed 2 nights in Aug 2023
Response from Penny FOM on Aug 20, 2023
Thank you for your feed back it helps us strive for the better, we are happy to announce that we are approved for a renovation in 2024. Hope to see you again real soon. .

10/10 Excellent

Brittany

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Aug 2023
Response from Penny FOM on Aug 20, 2023
Thank you for your feed back. We hope to see you again real soon.

10/10 Excellent

Jacob

Liked: Staff & service
Staff
Stayed 1 night in Aug 2023
Response from Ashlyn on Aug 15, 2023
Thank you for your feedback!

10/10 Excellent

Kathy

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great service and very clean rooms! Navaro, the chef, was very personable and cooked a fantastic breakfast. We would definitely stay again!
Stayed 1 night in Aug 2023
Response from Ashlyn on Aug 15, 2023
Thank you for your positive feedback! I will most definitely relay this message to Navaro and our housekeeping team.

8/10 Good

Verified traveler

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Aug 2023
Response from Ashlyn on Aug 8, 2023
Thank you for your feedback!

4/10 Poor

Ketisha

Stayed 2 nights in Aug 2023
Response from Ashlyn on Sep 4, 2023
Thank you for your feedback, Ketisha. I greatly apologize for any inconveniences that you experienced during your stay here.

8/10 Good

Gary

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Had a room by the maids storage type room. They slammed the all through out the day and night
Stayed 2 nights in Jul 2023
Response from Ashlyn on Aug 2, 2023
Thank you for taking the time to leave us a review! I am terribly sorry about the noise throughout your stay. I will most definitely bring this to the attention of our housekeepers. Thank you for staying with us!

8/10 Good

Lori

Traveled with family
Liked: Cleanliness, staff & service, room comfort
Stayed 2 nights in Jul 2023
Response from Ashlyn on Aug 2, 2023
Thank you for your feedback!

2/10 Terrible

Amy

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jul 2023
Response from Penny on Jul 16, 2023
Thank you for staying hope to see you again soon. We look forward to our full and complete remodel in 2024!