Hilton Garden Inn Cincinnati/West Chester Hotel

We enjoy Hilton Garden hotels. Easy access off the highway, clean and convenient lobby bar/restaurant.||The staff at this location was particularly friendly and engaging, especially to my grandkids. A very pleasant and unique experience.

The rooms were nice, the white guy at the front desk in the evening is rude and has some personal problems that he needs to leave at home. The front desk black guy, and the bartender during the day have great hospitality. The breakfast is definitely not worth the cost, that breakfast should be a free breakfast for all their guests.

When booking online it showed they had room service with an on-site restaurant. We show up to check in... no room service and the on site restaurant was closed. Staff was friendly and straight forward.

This hotel was a great stay. There are alot of resturant options close to the hotel, with activities to do as well. Also the hotel staff was wonderful. Brian @ the front desk went out of his way multiple times to make us feel welcomed. Conference room for our meeting was awesome, food made for us daily for lunch by Paul was great! Highly recommend!!

**Latest Update 7/21**After speaking to 7 different people, having phone calls disconnected with no return calls, emails ignored, and even filling out the feedback form five times...I finally spoke to a Hilton supervisor after being placed on hold for a half hour. She asked me to send her pictures of what I saw, so I sent them immediately. She then informed me that it was up to the individual hotel to provide any type of compensation. This surprised me as I was only trying to give feedback to them, and explained how difficult it was to offer that feedback. She then offered to give me Hilton points. So basically, Hilton will not stand behind their own hotels....it is up to the individual hotel. I feel it is important for other potential guests to understand that this is how they operate. Pretty disappointing, as we have in general, always enjoyed our Hilton stays. **update /July**I reached out to Hilton immediately, and never heard back from them :-( This Hilton definitely needs a renovation. The rooms need new paint, areas of drywall missing from the ceiling, scuffs and dirt in many places, holes in towels, cleanliness of room was subpar at best. Employees were very nice. Very early morning fire alarm went off, but we never were told why it happened (everyone had to evacuate and wait in the parking lot for over an hour. Eventuall, people just started slowly walking back in. Very odd). We skipped paying for the $25 hotel breakfast, and instead went to a nice locally owned diner. Surprised to see a Hilton in this shape, especially when the rate still ran us $250 a night for a single bed. Wanted to share so others might avoid this location, thinking it is a typical Hilton.

Enjoyed our stay at this location. Theresa and the hospitality supervisor were very kind. I would recommend this location to anyone staying in the area. The only thing I would add here is another washing/Drying machine. One of each for a hotel this size created issues for more than just my family. Several families had to wait on each other to wash their clothing. When families travel for sporting events access to a washer and dryer is a big deal. If you want 5 stars add one more of each. Please do so and let me know so I can change my rating.

I have noticed during my most recent stays that customer service is lacking. On a recent visit, upon arriving to my room, I discovered that the toilet was clogged. When I went to the front desk to resolve, I was given a plunger by the manager and then informed by the desk attendant that there were no other rooms available. The manager then said if the plunger didn't work she would try to help me. The lack of on hand maintenance support was extremely disappointing and the lack of overall customer care. Spending the evening in a costly hotel room with a non working toilet was unacceptable. I also then had to wait approximately 25 minutes for a breakfast order of potatoes, bacon, and pancakes in a non crowded dining room. Unfortunately this location needs a review on their offerings and care for customers.

Family birthday trip was an amazing time! We stayed at this hotel and went to top golf the following day. Ended the trip with dinner at longhorn. Highly recommend this hotel For your next trip to Cincy area!