I am not sure if Hilton has gone downhill recently but this location definitely needs TLC. Quick negative points 1. Digital key worked to get in the building but not in to the room. 2. Took a long time to get my key from front desk. 3. Room had slight odor, used small towel in the sink, no soap for washing hands, and ants in the room (Other guests said they had ants too) 3. Changed room but still had ants. This will be my first and last time staying here for sure.
To start I am a fan of Hilton. We booked this hotel because we were celebrating our Son's 1 year Birthday and decided to take him to Gilroy Gardens and this hotel came up on their Website as a partner hotel which included a Ticket to enter the park. Among other Options it was a no-brainer for me to pick Hilton since they have always been very good, or so I thought
Upon arrival the reception informed us something was wrong with our room and that we might need a separate set of keys during our stay. We did need them that same night our first keys stopped working. Thankfully they did provide the new ones quickly.
Second. The room had a very weird old and humid smell. There was not much toiletries provided. I had to ask for Toothpaste which they did not have. The saving grace was that the reception did apologize and gave me some complimentary waters
Third. The day we were going to be out I requested for our room to be cleaned as stated on their policy that we must request for room service to clean and make our beds if we needed it. We asked for this around 12 pm. When we returned at 8:55 pm the room was not cleaned, towels were not restocked and beds were not made. Mind you our 1 year old was in need of sleep we were tired of driving and the last thing we needed was to arrive to a room that was not serviced.
To top off the night, 1 hour or so later the cleaning staff barge into our room without knocking and almost wake up our baby, while my wife is scared that someone just broke into our room and I'm in my underwear. We found it was the cleaning staff because my wife stepped out to make sure that no one else had a key to our room, and that's when they told her that it was the staff trying to take blankets to another room, but AT LEAST KNOCK!! THEY DIDNT EVEN APOLOGIZE FOR THEIR UNPROFESSIONAL ACTIONS.
This was the first hotel that we immediately checked out in the morning. I informed the receptionist that assisted. She apologized for the previous day, and informed me that a discount would be given. Not sure if they will honor that hopefully they do. Either way will not return to this establishment. Which really sucks since the location is really good and my family frequently visits Gilroy. Carmel, and Monterrey would have been a great option for future stays.
Hopefully they change and may be we will reconsider.
P.S. at least the manager (I think) did try to make things better.
I called before I booked to verify they had cribs/pack n play available, the front desk confirmed. The next day I check in and they said they are out! Oh and the pool was not working. The front desk said they would work on the crib, nothing ever happened I called later that evening, no resolution, so I went out and bought one. Ridiculous. The next day I asked for towels and they said they would bring some - never did. I mentioned this to the front desk and she said she would let management know. No response. Horrible I cant believe this carries the Hilton name. I would never have booked if they didn't actually have a crib or pool working. If you stay here don't expect anything. Its old and cheap motel looking.
I booked a room with double queen beds and paid in full through Orbitz. Upon arrival, the front desk informed me they were out of such rooms and asked me to switch to a king bed, promising to bring a roll-in bed. I accepted the arrangement.||After waiting for two hours without any roll-in bed being delivered, I went back to the front desk to ask for it again. The same woman claimed I had booked a room with one king bed, not double queens, and stated they didn’t have roll-in beds and never agreed to provide one. They blatantly lied to me and even suggested that if I was lying about my reservation and didn’t like it, I should leave.||I had to request a manager to step in. The so-called manager stated that they often ran out of double queen rooms and guests had to accept a cheaper room with one king bed. She also mentioned that online booking agencies like Orbitz and booking.com often mistakenly reserve a king bed room instead of double queens. When I mentioned my extensive travel experience and rarely encountering such an issue, she mockingly said it was just unbelievable luck. After an hour of arguing, they suddenly found a double queen room available (at 10:30 pm). I had to wake up my two kids and move to a different room.||This was an incredibly frustrating and disappointing experience. The staff was unprofessional and dishonest, and the whole situation was handled very poorly. I will not be returning to this hotel and would not recommend it to anyone.
The room was nice however the fan in the restroom didn't work, also you have to connect your phone to the TV in order to access the guide and channels. In addition they charge $15 a person for breakfast and that doesn't include the entire menu. They charge for pancakes and what not. Would not stay here again. Also housekeeping came in at 0900 the morning of our check out and woke us up after we got in late. Not the best experience. Can pay less for more down the road.
Arrived after long drive, reception lady told us system is down and they are manually checking every room to see if they can accommodate. After about half an hour wait she told us we are free lo leave and there wont be any charges - we took the offer and moved to another hotel.|Nonetheless - I have been charged, I have not been provided with any receipt or even an email, I called Hilton support 5 business days later and have been told "they tried to refund you but failed", so I gave them another card to refund me to and - guess what?|- they CHARGED me again!|I'm writing this 2 weeks after that first wrong charge, after 3 calls to Hilton support - NOONE CARES! Sent 4 tickets to support - they could not care less, I'm Hilton Honors customer - doesn't matter.|Will have to raise 2 chargebacks on both cards.|Hilton is no longer a reputable brand, stay away from that property and certainly stay away from that brand.
Michelle and the other staff here were great. I booked online with a free breakfast but somehow the free breakfast was not moved over to my account but without issue, this was fixed and my daughter and I enjoyed breakfast that was warm and healthy. The rooms were clean, no funny smells, no bugs (I check everywhere we stay). We will stay here again on our next visit to the area. Thank you for a pleasant experience!
As the coach of a Little League team, I couldn't be more impressed with the exceptional experience we had at the Hilton Garden Inn in Gilroy, CA during our recent State Championship run. The hotel provided a fantastic space for our team to relax and bond after each game. They went above and beyond, offering an area where we could feed the entire team comfortably, and they had anything we might have forgotten on hand.
The staff made sure we were always comfortable, and their hospitality was top-notch. A special shout-out for the fresh cookies they baked just for our team—it was a wonderful touch that the kids absolutely loved. Their attention to detail and genuine care for our needs made our stay truly memorable. They were a crucial part of our championship run, providing us with the perfect environment to stay focused and energized.
I highly recommend the Hilton Garden Inn in Gilroy for any group looking for outstanding service and comfort.
A special kudos to Michelle and Fabriza. The team and families are very thankful for next level of services.
