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We were there with a youth sports team and there wasn't anywhere the kids could get together where the staff didn't complain about noise. Even at 5pm when no one expects quiet hours. When we offered to rent one of the meeting rooms to give the kids and parents a place to hang we were told it was impossible without a salesperson there.
I can't believe this is the first request of this type and there is no contingency plan where the on site staff could figure it out. We're not sure if this property would be considered in the future. 18 rooms @ two nights.
Woke up Sunday morning for a shower and the water was COLD. We placed a courtesy call to the front desk for maintenance and was told they would look into it. Three hours later and there was still no hot water or returned call from the front desk. I placed a second call and was told by Liz at the front desk that there were no issues and maintenance had checked into the concern. I explained that no one from maintenance stopped by the room. She quickly told me they didn’t have to because the problem could be the water heater but reassured me there was no issue and the problem may have been several guests taking a shower at the same time before checkout. I told her that was unacceptable and would be considering checking out. She was so unbothered and discontinued the call. About an hour later I had another hotel room reserved and came down to grab contact numbers and check out. The same front desk clerk then decided to tell me there was an issue and one of the water heaters was out. She never apologized for giving me incorrect information and said there were multiple complaints. I had never experienced such poor customer service and will need a night refund because there was no way I could wash my hair and shower with cold water.
Monique
Stayed 2 nights in Nov 2023
Response from Sandy on Nov 21, 2023
Thank you for your candid feedback. We're terribly sorry that you had a bad experience and that it wasn't followed through properly. We can understand how frustrating it would be to not have hot water. Feedback like this gives us an opportunity to address areas of improvement. Guest satisfaction is our top priority, and I humbly request that you contact me directly to discuss your experience in more detail.
Thank you for staying with us! We appreciate your feedback and great review! We hope to see you again soon.
10/10 Excellent
Kyle
Nov 1, 2023
Kyle
Stayed 1 night in Oct 2023
Response from Sandy on Nov 21, 2023
It is really heartwarming to see such a wonderful rating. We truly appreciate you taking the time to rate your experience. We hope you will come back to see us again on your next trip to the area!
Thank you for the feedback and great review! Making you happy, makes us happy! We look forward to seeing you again soon during your travels!
10/10 Excellent
Mark
Aug 10, 2023
Liked: Cleanliness, staff & service
Mark
Stayed 1 night in Aug 2023
Response from Sandy on Aug 14, 2023
Thank you for the feedback and great review! We know the world is full of options; thank you for selecting us! On behalf of the entire staff, we truly appreciate your support and can’t wait for the opportunity to serve you again. Thanks again!
8/10 Good
Brian
Aug 3, 2023
Brian
Stayed 1 night in Aug 2023
Response from Sandy on Aug 14, 2023
Thank you for staying with us! We appreciate your feedback and great review! We hope you come back soon!
8/10 Good
Thomas, Denver
Jul 29, 2023
Thomas
Stayed 1 night in Jul 2023
Response from Sandy on Aug 20, 2023
Thank you for staying with us. We're glad you enjoyed your stay and hope to see you again soon.
10/10 Excellent
Mark
Jul 23, 2023
Mark
Stayed 1 night in Jul 2023
Response from Sandy on Aug 14, 2023
Thank you for the feedback and great review! Making you happy, makes us happy! We look forward to seeing you again soon during your travels!
Very nice hotel. Clean, excellent service. The desk clerks was very pleasant and helpful. The atmosphere was very positive and elegant.
Ronald Soderstrom
Stayed 1 night in Jul 2023
Response from Sandy on Jul 14, 2023
It is really heartwarming to see such a wonderful rating and your kind words. We truly appreciate you taking the time to rate your experience. We hope you will come back to see us again on your next trip to the area!
Thank you for the feedback and great review! We know the world is full of options; thank you for selecting us! We hope to host you again in the near future.
8/10 Good
Andrew
Jun 12, 2023
Andrew
Stayed 3 nights in Jun 2023
Response from Sandy on Jul 14, 2023
Thank you for sharing your feedback with us. We're glad you enjoyed your stay and hope to see you again soon!
Thank you for perfect review! We’re so glad you enjoyed your stay and hope to see you again soon!
10/10 Excellent
Laura
May 20, 2023
Laura
Stayed 1 night in May 2023
Response from Sandy on Jun 16, 2023
Thank you for your feedback and great review! We know there are many choices out there and we appreciate you choosing us! We hope to see you again soon.
We’re so happy you enjoyed your stay! Thank you for the wonderful review! We hope to have the opportunity to host you again when you’re back in our area! Thanks Daniel!
Thank you for the great review! We’re glad you enjoyed your stay and look forward to your next visit.
8/10 Good
Michael
Traveled with family
Apr 18, 2023
Liked: Cleanliness, staff & service, amenities
Nice, close to campus, great breakfast. Noisy old HVAC unit kept us awake.
Michael
Stayed 2 nights in Apr 2023
Response from Sandy on Apr 21, 2023
Thank you for choosing the South Bend Hilton Garden Inn. We appreciate your feedback. Thank you for taking the time to make us aware of the HVAC issue so it can be quickly resolved. We hope you will give us another chance by returning to our property in the future.
Thank you for choosing the Hilton Garden Inn, South Bend. We appreciate your feedback and great review. We hope you will come back to see us again on your next trip to the area!
Thank you for the feedback and great review! Making you happy, makes us happy! On behalf of the entire staff, we truly appreciate your support and can’t wait for the opportunity to serve you again.
10/10 Excellent
Elizabeth
Feb 5, 2023
Elizabeth
Stayed 1 night in Feb 2023
Response from Sandy on Mar 7, 2023
Thank you for your feedback and great review! We know there are many choices; we are grateful you selected us. We hope to see you again during your future travels. Thanks again!
Thank you for the feedback and great review! We know the world is full of options; thank you for selecting us! On behalf of the entire staff, we truly appreciate your support and can’t wait for the opportunity to serve you again.
Great stay. Hotel was very clean. Hotel staff was attentive in addressing drunk and disorderly guests. They dealt with the situation professionally and appropriately. Hotel had nice amenities.
Ronald
Stayed 2 nights in Jan 2023
Response from Sandy on Jan 31, 2023
Thank you for the great review and kind words! We truly appreciate your business and your trust in us. I am very happy to hear that our staff and service met your needs and quickly dealt with the drunk and disorderly guests. We hope to see you again during your travels!
First impressions walking in the door were looks great and proceeded to the desk where the person was very friendly and checked us in immediately. She explained where everything was and how to get to our room. We arrived at our room and was very pleased to see it neat and clean.
Later in the evening we had dinner at their restaurant where the waiter and waitresses treated us very well. The food we had was great. As we checked out we were thanked for our stay.
donald
Stayed 1 night in Dec 2022
Response from Sandy on Dec 10, 2022
Thank you for the great review and kind words! Making you happy, makes us happy! On behalf of the entire staff, we truly appreciate your support and can’t wait for the opportunity to serve you again.
I was especially, impressed with the staff. The two front desk women I interacted with were knowledgable, friendly and helpful.
My daughter and I had dinner in the Bistro on Monday night. Our server was outstanding and so was the food.
Gay
Response from Sandy on Nov 10, 2022
Thank you for your kind review! We truly appreciate your kind words about our staff. It's definitely a boost for us every time we hear positive reviews such as this. On behalf of the entire staff, we truly appreciate your support and can’t wait for the opportunity to serve you again. Thanks again!
It was a wonderful stay, kind, attentive staff at check in and check out, clean, modern room. Five stars !
Lisa
Stayed 1 night in Oct 2022
Response from Sandy on Oct 22, 2022
Thank you for the great review and kind words! We are so happy you enjoyed your stay! We hope to get the chance to serve you again soon! Thanks again!! :)
Thank you for choosing us and for the great review! We appreciate your business and look forward to hosting you again soon!
6/10 Okay
MARY ANN
Traveled with family
Sep 19, 2022
Liked: Staff & service
Disliked: Property conditions & facilities
Rooms needed updated, especially in the bathroom.
MARY ANN
Stayed 1 night in Sep 2022
Response from Sandy on Sep 20, 2022
We appreciate the time you took to share your concerns. Your feedback is important to us and will be used in our continuing effort to improve our guests' experience. We hope that you will give us the opportunity to better serve you when you are in the area again.
Thank you for the feedback and great review! Making you happy, makes us happy! On behalf of the entire staff, we truly appreciate your support and can’t wait for the opportunity to serve you again.
Thin walls
Ban next room kept us up all night
Gym ok but other options poor
Reinhardt
Stayed 1 night in Aug 2022
Response from Sonnie on Aug 30, 2022
I am sorry to hear that you did not rest well during your stay with us. We try to be very conscious of Guest accommodations when we have events in our ballroom. I do hope that you will give us the opportunity to serve you again in the future.
Thank you for the feedback and great review! Making you happy, makes us happy! On behalf of the entire staff, we truly appreciate your support and can’t wait for the opportunity to serve you again.Thanks again!