Hilton Garden Inn Las Vegas/Henderson

This review is more about the customer service at this hotel. The hotel itself was fine. The customer service on the other hand was very rude and not helpful at all. We came to check in and it showed we didn't have a room and they were sold out. I had called the hotel and emailed 4 times to get confirmation and they told me I had a room but when we showed up we didn't. Rocky called me and was very rude and told me she would do nothing for me and that it was not her hotels fault this happened even though I called the hotel number directly. She fought with me for almost 10 minutes until she finally said she would give us points if that would help. I don't appreciate the lack of customer service and the fighting over the phone. I hope they get some more nice helpful people to work there.

I book hotels based on wether they offer breakfast or not. Google has it posted that breakfast is free, being a Hilton hotel you would think they did, that is not the case. $17 for breakfast food that is free at any other Hilton Garden Inn that I have stayed at in recent years. Plus the price on booking sites does. Ot reflect the actual cost of a room on site.

I hope corporate sees my review about my experience I recent stayed there on New Year's Eve my Pandora Jewelry was stolen My rings and bracelet ... By there staff Or housekeeper, The manager wasn't able to help me out only said that he's employee been working there for years and will never steal .. someone from there took my jewelry. I hope they really do an investigation on their staff I would never stay there again

We arrived for our friend’s wedding earlier than our check in time and were accommodated with a different room that was ready. That is the only positive thing I have to say about this stay: the staff were great. We get to our room and I pull out the bed in the couch in the suite to set it up for my daughter, and immediately get hit with the strong smell of urine. The sheets on this bed appeared clean but when I tried to switch them with the spares in the closet, I open the bag with extra sheets and pillow, and there is that same smell only stronger!! Like really strong urine and mold. Disgusting. So we call down for new pillows and sheets which the staff brought promptly. Then there’s the air conditioner….it was 95 degrees during our stay so we were grateful to have one but oh my gosh! There was a giant box I’m assuming for the A/C, right next to our bed. It took up an entire wall by the window. Every time it would kick on, this metal box rattled and woke us up. Excessively loud. Our bathroom light also did not work, but we were only there one night so we used the hallway light to brush our teeth and get ready for the wedding. The bed was all springs, very uncomfortable.. so between the terrible mattress, the loud a/c, no bathroom light, and us having to change our sheets on arrival, this was not a $350 hotel stay. Disappointed.