Lobby

Reviews of Hilton Garden Inn Reno

3 out of 5
Hilton Garden Inn Reno
9920 Double R Blvd, Reno, NV

Reviews

8.2

Very Good

Rating 10 - Excellent. 428 out of 923 reviews" "
Rating 8 - Good. 293 out of 923 reviews" "
Rating 6 - Okay. 91 out of 923 reviews" "
Rating 4 - Poor. 63 out of 923 reviews" "
Rating 2 - Terrible. 48 out of 923 reviews" "

8.8/10

Cleanliness

8.6/10

Staff & service

7.6/10

Amenities

8.4/10

Property conditions & facilities

8.4/10

Eco-friendliness

Reviews

10/10 Excellent

Mark

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Close to family.
Stayed 1 night in Mar 2024
Response from Brad Lassner on Mar 17, 2024
Thank you, Mark. We hope to serve you again next time you are in town to see your family.

10/10 Excellent

Carol

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024
Response from Brad Lassner on Mar 8, 2024
Thank you for the great rating. We hope to serve you again in the future.

4/10 Poor

Wahid

Traveled with group
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The stuff are not nice
Stayed 2 nights in Feb 2024
Response from Brad Lassnet on Mar 8, 2024
I’m disappointed that we failed to meet your expectations. Please feel free to contact me directly if you would like to discuss your concerns.

8/10 Good

Sarah

Liked: Cleanliness
Stayed 2 nights in Feb 2024
Response from Brad Lassner on Feb 22, 2024
Sarah, Thank you for rating your stay with us. We appreciate your feedback and look forward to serving you again in the future.

10/10 Excellent

Armando

Traveled with family and small children, Traveled with family
Liked: Amenities, property conditions & facilities
Good.
Stayed 1 night in Feb 2024
Response from Brad Lassner on Feb 22, 2024
Thank you for rating Hilton Garden Inn Reno!

10/10 Excellent

Micheline

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Dec 2023
Response from Brad Lassner on Feb 22, 2024
Thank you for rating the hotel. We hope to see you again soon.

10/10 Excellent

amanda

Traveled with group, Traveled with pets, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We enjoy staying her close to our favorite Mexican restaurant Las Palomas! Nice and clean and the service is great!
Stayed 1 night in Dec 2023
Response from Brad Lassner on Jan 2, 2024
I'm thrilled you enjoyed your stay. I will have to check out Las Palomas on your recommendation. We hope to serve you again!

4/10 Poor

Teresa

Business traveler, Traveled with family
Disliked: Property conditions & facilities
No pool towels, hot tub broken, no shower soap, pillows to soft, $20 for continental breakfast outrageous.
Stayed 1 night in Dec 2023
Response from Brad Lassner on Jan 2, 2024
Hi Teresa, It sounds like we failed to provide a flawless stay. Please accept my sincere apology. Please feel free to contact me directly at the hotel if you would like to discuss your stay. Thank you for sharing your feedback and I hope you have a great 2024!

6/10 Okay

Margaret

Traveled with family
Liked: Cleanliness, property conditions & facilities, room comfort
The shower did not work. The service was not helpful.
Stayed 1 night in Dec 2023
Response from Brad Lassner on Jan 2, 2024
Margret, I am very sorry you had trouble with your shower. I have shared your feedback with my maintenance team to address. Thank you for staying with us! Happy New Year!

4/10 Poor

Jennifer

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Don’t eat breakfast!
Great but prepare to pay $20 per person for a normaly free breakfast. Way overpriced after room fee.
Stayed 1 night in Dec 2023
Response from Brad Lassner on Dec 11, 2023
Hello Jennifer, Thank you for your feedback. The Hilton Garden Inn brand offers a hot buffet or a cook to order breakfast option. If you would like the cost of breakfast included in your room rate, please take advantage of out breakfast packages offered at time of booking. We a[ppreciate your business and hope to serve you again in the future.

6/10 Okay

David

Liked: Cleanliness, staff & service
Lake walk
Stayed 2 nights in Dec 2023
Response from Brad Lassner on Dec 8, 2023
David, Thank you for rating your stay. It looks like there was more we could have done to make your stay better. Please feel free to contact me directly if you would like to discuss your stay. We hope to have the opportunity to serve you again in the future.

10/10 Excellent

Jose

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Easy open spaces
Stayed 2 nights in Nov 2023
Response from Brad Lassner on Nov 29, 2023
Thank you, Jose.

10/10 Excellent

Jose

Liked: Cleanliness, amenities
Easy stays
Stayed 1 night in Nov 2023
Response from Brad Lassner on Nov 29, 2023
I'm glad you enjoyed your stay.

10/10 Excellent

Eva

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Excellent service
Stayed 2 nights in Nov 2023
Response from Brad Lassner on Nov 29, 2023
Thank you, Eva. Thank you for staying with us.

10/10 Excellent

Kathy

Stayed 2 nights in Nov 2023
Response from Brad Lassner on Jan 2, 2024
Thank you! Come see us again.

10/10 Excellent

Anne

Stayed 3 nights in Nov 2023
Response from Brad Lassner on Nov 14, 2023
Anne, thank you for the great rating. We hope to serve you again in the future.

4/10 Poor

Debra

Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
Not what I expected from a Hilton
Our room was clean, the king bed was substantially worn down, heater/cooling unit starter making horrible intermittent noises after running for a couple of hours. We had to shut it off completely. Luckily our room didn’t get cold. We had the blind shut and it sounded like hurricane winds happening. When we opened to see the weather there was a light breeze and clear skies. I’m not sure if it was coming through the broke heat/cooling unit or the actual window. We both had to use earplugs to try and block out the obnoxious high pitch whistle noise. Then the handles on the shower were loose. My husband has to tighten them just to get the doors open because they would not easily open on their tracks. We did notify front desk in the morning. Hope they cared enough to take the room out of service until those things are repaired. Staff were friendly.
Stayed 1 night in Nov 2023
Response from Brad Lassner on Nov 14, 2023
Debra, Please accept my apology for the troubles you experienced during your stay. It is our goal to provide each guest with a flawless experience. Clearly we failed to do so. If you would like to discuss your stay in further detail, please feel free to contact me directly at the hotel.

10/10 Excellent

Georgina

Business traveler, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Parking space, clean room, loved my view of area.
Stayed 2 nights in Oct 2023
Response from Brad Lassner on Nov 1, 2023
Thank you , Georgina. We think they view is great also. We appreciate you taking a few moments to review your stay at Hilton Garden Inn Reno.

6/10 Okay

Thomas

Liked: Cleanliness, staff & service, property conditions & facilities
Like most hotels the mattress was terrible. I’m not exactly sure a nice bathroom and a good looking room is worth anything when you toss and turn all night. The AC kept clicking very loudly guess I should have put fan to constant. Charter/Spectrum were staying there and so they took 2-3 parking spaces per truck, there was probably 20 of their vehicles there. Pretty obnoxious. Otherwise no complaints, never turned on the tv, didn’t use the coffee or the microwave.
Stayed 1 night in Oct 2023
Response from Brad Lassner on Oct 30, 2023
Thomas, I am so sorry the mattress in your room was not to your likening. AS you mentioned the quality of the bed is a key component to a comfortable stay. We do or best to ensure that all of our mattresses are up to standard and replace them as needed. I have shared your comments with our housekeeping and maintenance teams so can take proper action. We hope to have the opportunity to serve you again in the future.

10/10 Excellent

Luis

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Oct 2023
Response from Brad Lassner on Oct 30, 2023
Thank you, Luis! We hope to have the opportunity to serve you again in the future.

10/10 Excellent

LUIS

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2023
Response from Brad Lassner on Oct 30, 2023
Thank you, LUIS.

8/10 Good

Kevin

Traveled with pets, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Only issue was the man walking heavy on the floor on or above floor 3 most of the night. Oh and TV lost cable connection 10 or more time during shows and NFL game. That was irritating. .
Stayed 1 night in Oct 2023
Response from Brad Lassner. on Oct 30, 2023
Kevin, Please accept my apology for the issues with the TV connection. We have addressed that issue and don't expect it to be a further issue. Thank you for taking the time to share your experience.

10/10 Excellent

Daryce

Liked: Cleanliness, staff & service, property conditions & facilities
Our room and the bathroom were large and very accessible.
Stayed 2 nights in Oct 2023
Response from Brad Lassner on Oct 30, 2023
Hi Daryce, I'm glad you found the room accommodating. We hope to see you again.

10/10 Excellent

Isabella

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very clean and quiet. A very nice stay
Stayed 3 nights in Oct 2023
Response from Brad Lassner on Oct 30, 2023
Thank you, Isabella!

10/10 Excellent

Verified traveler

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2023
Response from Brad Lassner on Oct 30, 2023
Thank you!

10/10 Excellent

Chris

Stayed 1 night in Oct 2023
Response from Brad Lassner on Oct 30, 2023
Thank you, Chris!

10/10 Excellent

Jessica

Traveled with pets, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very nice stay. Great location
Stayed 1 night in Oct 2023
Response from Brad Lassner on Oct 30, 2023
Thank you for rating your stay! We appreciate your business and feedback!

10/10 Excellent

James

Liked: Cleanliness, staff & service, property conditions & facilities
Easy access. Friendly efficient staff. Room was clean and comfortable. A/C unit was a little loud but got used to it. Didn’t care for having to pay for parking and did not partake in the offered breakfast due to cost. Still would recommend.
Stayed 2 nights in Sep 2023
Response from Brad Lassner on Nov 1, 2023
Thank you, James.

8/10 Good

Sharon

Traveled with family
Liked: Cleanliness
Disliked: Amenities
You advertise complimentary breakfast…not at this location. I normally have cereal, toast, and coffee. This location has a small bar with those items. However we were not allowed to take any. The gentleman working gave us a menu - cooked items for 19.50 per person. I told him I just want the cereal and toast. He said there was no way to break that cost down (from 19.50). We paid a little over 400.00 dollars a night and not allowed to have cereal. What a shame. I’ve been telling people my story of my experience with Hilton hotels. I would like to talk to someone about this and our experience with a Hampton Inn (Hilton) the week prior!
Stayed 2 nights in Sep 2023

4/10 Poor

Gary A.

Disliked: Staff & service
My reservation required an Accessible Room, received a standard room, the front desk blamed Expedia for not requesting an Accessible room. A charge of $10.00 for Breakfast in the Lobby, assumed Breakfast was included! will not stay there again!
Stayed 1 night in Sep 2023
Response from Brad Lassner on Nov 14, 2023
I am very sorry you did not receive the correct room. I'm sure you were very frustrated that you didn't receive the room you needed.

6/10 Okay

Vincent

Traveled with family and small children
Liked: Cleanliness
Disliked: Staff & service
Hotel was good. The only thing i didn't like and wasn't told is they do not clean your room unless you ask them too. That was a big surprise after a long day in Reno.
Stayed 2 nights in Sep 2023
Response from Brad Lassner on Oct 30, 2023
Thank you for sharing your experience. A quick update to Hilton standards for housekeeping. As of October 1st, we now provide housekeeping service every other day rather than just on request. Of course if you are a guest who would prefer housekeeping daily, we are happy to provide that service.

6/10 Okay

Karin

Traveled with partner
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
The property itself is nice - clean, well taken care of. We had issues at check in and check out. I booked a wheelchair accessible room 2 months ago. Upon arrival, I was advised the room blocked off for us was a double queen standard room. Thankfully, the hotel was not fully booked and they were able to switch us to an appropriate accessible room. At checkout, I noticed 3 charges to my credit card, which was odd since my room was prepaid. I contacted the hotel and asked if we had been charged for our breakfast, which we had been told was included with our reservation and assured we wouldn’t be billed for The charges were for breakfast, and have since been credited back to me. I would like to note, the credit was completed quickly, but did not come with an apology. All in all, not a seamless experience.
Stayed 2 nights in Sep 2023

8/10 Good

Victor

Business traveler, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Definitly. It is good.
Stayed 1 night in Sep 2023

10/10 Excellent

Marvin

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Best stay ever!!
The hotel was very clean and the staff was great and offered to let me park my new car in the drop off spot over night!
Stayed 1 night in Sep 2023
Response from Brad Lassner on Oct 30, 2023
Thank you, Marvin. We hope to see you again.

8/10 Good

Jayne

Liked: Cleanliness, staff & service, property conditions & facilities
Having to pay for parking when there was clearly plenty of space in the area really put me off returning.
Stayed 1 night in Aug 2023

8/10 Good

Joshua

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Pleasantly Surprised!
Came in after driving straight from Seattle in a Tesla…charging and route construction closure nightmares made it a 17 hour drive. Checking in at midnight was a swift process and I found the amenities excellent. Breakfast starts at 6am and restaurant closes at 10pm. No room service unfortunately but I knew that when I booked. Pet friendly but I think I was the only one with a dog. A lot of business travelers so the place was pretty active by 6:30am. Quiet rooms though free WiFi worth the price. Big room.
Stayed 1 night in Aug 2023

2/10 Terrible

Amanda

Stayed 1 night in Aug 2023
Response from Brad L. on Aug 22, 2023
Oh no! It looks like we could have done better. Feel free to contact the hotel directly if you would like to discuss your stay and what we could have done better to make your stay more enjoyable.

10/10 Excellent

tangy

Liked: Staff & service, amenities
Staff was unbelievable love them can’t wait for next visit
Stayed 1 night in Aug 2023
Response from Brad L. on Aug 22, 2023
We can't wait for you to return! We hope to see you soon!

4/10 Poor

Mark

Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
Stayed 1 night in Aug 2023

10/10 Excellent

Jennifer

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Aug 2023
Response from Brad L. on Aug 22, 2023
Thank you, Jennifer.

10/10 Excellent

Melissa

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff was very friendly and made you feel welcome. They were genuinely nice and would always greet you with a smile. I arrived about 10:30 pm for check in and it was a very quick and smooth check in, The breakfast was really good with a lot of options, including fresh fruit, and the server, Byron was such a great server and very attentive to our needs.
Stayed 3 nights in Aug 2023
Response from Brad L. on Aug 22, 2023
Melissa- Thank you very much for sharing your experience. We hope to have the opportunity to serve you again.

6/10 Okay

gerardo

Stayed 2 nights in Aug 2023

10/10 Excellent

Sharon

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Visiting friends
Stayed 1 night in Aug 2023
Response from Brad L. on Aug 22, 2023
Thank you for rating our hotel.

8/10 Good

Verified traveler

Traveled with partner
Liked: Staff & service, amenities
Location was good. One of the floors smelled of weed. This is a non-smoking hotel but clearly guests were not abiding by policy. Our floor was fine and room was clean. Breakfast available for purchase, a bit spendy for the type of breakfast but good to have option. Would likely stay again.
Stayed 1 night in Jul 2023

10/10 Excellent

Ryne

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent service
Stayed 1 night in Aug 2023
Response from Brad L. on Aug 22, 2023
Thank you!

4/10 Poor

Verified traveler

Traveled with family
Liked: Cleanliness
Disliked: Property conditions & facilities
Stay @ Springhill Suites for same price
Service carts were broken. Elevators outdated and slow. No free breakfast offered. Rooms were clean. Stay at the Springhill Suites(Marriott) down the road for same price. At least you’ll get a bigger room and free breakfast.
Stayed 1 night in Jul 2023

8/10 Good

jennifer

Stayed 1 night in Jul 2023

10/10 Excellent

Thomas

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Jul 2023

10/10 Excellent

Karen

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Our waiter at therestaurant, Byron, was excellent. One of the best waiters we have ever had.
Stayed 1 night in Jul 2023

10/10 Excellent

Jeffrey

Stayed 1 night in Jul 2023