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Front desk staff and waiter was accommodating with great customer service. Breakfast is not included for free as stated on their website
Corday
Stayed 2 nights in May 2024
Response from Paul on May 13, 2024
Thank you for the kind words about our staff, I will make sure everyone involved gets to see your comments. Unfortunately, Hilton Garden Inn’s do not include a complimentary breakfast at any of our locations, I will do some investigating to make sure Expedia isn’t providing incorrect information on their website. Thank you again and we hope to see you soon.
10/10 Excellent
Pedro
Traveled with family and small children, Traveled with family
Nice stay rooms clean and super comfortable. Staff was friendly and helpful.
Michelle
Stayed 2 nights in Apr 2024
Response from Paul on Apr 23, 2024
Thank you so much your kind words and taking the time to let us know about your experience.
10/10 Excellent
Bob
Apr 22, 2024
Bob
Stayed 2 nights in Apr 2024
10/10 Excellent
John
Apr 10, 2024
All staff were extremely friendly and helpful. Very clean property/rooms. Would highly recommend this hotel!
John
Stayed 4 nights in Apr 2024
Response from Paul on Apr 23, 2024
Thank you for your whole-hearted recommendation, we look forward to seeing you again when you next visit Surprise.
6/10 Okay
Amanda
Mar 24, 2024
Wasunable to find both rooms at check in. Front desk staff referred us to expedia. No service at hotel so had to leave property to chat expedia. Then front desk staff would not answer phone when expedia called. Very inconvenient
Amanda
Stayed 1 night in Mar 2024
Response from Shelley on Mar 31, 2024
Sorry for the inconvenience, of the issues that you had while checking in. hopefully if you are back in the area you will give us a second chance to make it right.
Clean, efficient, nice mattress, good bedding, lovely shower and plenty of space. Television screen feed was oddly messed up, but it was just on as a distraction anyway.
Wonderful property. Great location. Convenient to the 303. Reception desk attendant was polite, pleasant, efficient, knowledgeable and helpful. Room was exceptionally cleaned well appointed, the bed was extremely comfortable. Pet friendly and such a lovely property.
Thank you for your wonderful review. We take pride in our property and are happy that you enjoyed your stay. We hope to see you again.
2/10 Terrible
Melody
Jan 22, 2024
Melody
Stayed 1 night in Jan 2024
Response from Front Desk on Mar 5, 2024
Thank you for taking the time to score your stay, and regret that we were unable to meet your expectations, as you gave us one of our lowest scores this year. We noticed that you did not include any comments as to how we failed in our service, after all, the whole point of these surveys is to help us improve. If you have a few moments, please let us know what we did wrong and how we can do it better next time.
6/10 Okay
Clinton
Jan 21, 2024
Clinton
Stayed 1 night in Jan 2024
Response from Hotel Management on Jan 22, 2024
Thank you for taking the time to score your stay, and regret that we were unable to meet your expectations, as you gave us one of our lowest scores this year. We noticed that you did not include any comments as to how we failed in our service, after all, the whole point of these surveys is to help us improve. If you have a few moments, please let us know what we did wrong and how we can do it better next time.
Booked with hotels.com but hotel did not have reservation. Took almost an hour for the man at the desk figure it out.
Deborah
Stayed 1 night in Jan 2024
Response from Hotel Management on Jan 22, 2024
Thank you for your comments and I regret that you were unhappy with you stay due to your check -in experience. After doing some investigation and talking to my Assistant Manager who was here at the time and familiar with the situation, I fail to see how this was the hotel’s fault. I understand that you had made the reservation for the wrong dates and whilst we do all we can to help, we are unable to change reservations made through a third-party, online travel agent. I also understand that the wait time was around 30 minutes as we had to wait on Hotels.com to fax us the authorization to proceed with the date change.
Thank you for your wonderful review. We take pride in our property and amazing staff! We are happy that you enjoyed your stay. We hope to see you again.
Easy access, clean new room and facilities, and friendly staff.
Dan
Stayed 2 nights in Dec 2023
Response from Hotel Managment on Mar 5, 2024
Thank you for your wonderful review. We take pride in our property and our amazing staff! We are happy that you enjoyed your stay. We hope to see you again.
Power outage, no hot breakfast, no power or hot water to shower
Maria
Stayed 1 night in Dec 2023
Response from General Manager on Dec 26, 2023
Thank you for your input and comments all of which is true, but as I am sure you can appreciate, like your home, we are at the mercy of the electric power provider, as this was not an issue with the hotels equipment and effected over 3,000 homes. I regret that something that was so out of our control reflected poorly on my hotel. You mentioned that there was no hot breakfast? We were providing complimentary continental breakfast and your choice of cooked to order omelets and we were offering complimentary hot breakfast at our sister hotel next door, were you not offered those options?
The front desk person was super understanding and professional to work with. I was in town for my father, who was in ICU and ended up passing away. I booked thru Expedia, and normally there are no refunds from the hotel, you have to ask Expedia. The agent took care of the last room, and made my stay experience even better.
The hotel is very clean and bright. The staff is super friendly. The restaurant in the hotel is good. The pool and hot tub are very nice. There is everything you could want within a short drive. The only downside is the construction in the front and the proximity of the apartments in the back. Even with that, I would recommend this hotel.
Kristina
Stayed 1 night in Nov 2023
Response from Caleb on Nov 12, 2023
Thank you for your kind remarks about our staff and our property. We hope to welcome you back in the future!
The hotel is first class in every respect. Looks brand new, the bed and pillows were wonderful and the staff was friendly and pleasant.
Michael
Stayed 1 night in Oct 2023
Response from Caleb on Oct 27, 2023
Thank you for your feedback on our hotel, and staff. We are happy you enjoyed your stay with us at HGI! We look forward to serving you in the near future!
10/10 Excellent
Kelly
Oct 24, 2023
Kelly
Stayed 1 night in Oct 2023
Response from Caleb on Oct 27, 2023
Thank you for your feedback! Were glad you enjoyed you stay!
10/10 Excellent
Gary
Traveled with family
Oct 22, 2023
Clean and neat hotel! The town of Surprise is a special place ! Really enjoyed the cleanliness of the town as well as the hotel.
Gary
Stayed 1 night in Oct 2023
Response from Caleb on Oct 22, 2023
We are thrilled you enjoyed your stay here at HGI of Surprise. Thank you for your visit and we wish to welcome you again. Safe travels!