Poor customer service. I walked in and was greeted with a sour look and then during conversation was cut off.
Nicole M.
I stayed at this Hilton for a night, paying $210, and the cleanliness was shockingly poor. The room felt neglected--please see images of its condition to further elucidate the situation. When I raised concerns, I was simply offered a gift card. For the price I paid, the condition was unacceptable and far from Hilton's supposed standards. Overall, a disappointing and uncomfortable stay. This Hilton needs serious improvement in their cleaning and maintenance to justify their prices.
Lan S.
We have stayed at the Hilton Garden Inn near Mercer University in Macon before, and it was fine, but things have changed for the worse there. On the positive side, as a Hilton Diamond we were upgraded to a small suite. Also positive was the sat TV system, which has a lot of channels. Also, for those who like a morning hike, the Mercer campus nearby is very pleasant. But otherwise this turned out to be a somewhat depressing and low-value property. First, there is house keeping service only every other day. They don't change sheets, make the bed, clean up or even replace the towels. They claim this is "for the convenience" of guests and to be more environmentally responsible. Right, if you believe that I've got a deal for you on a bridge in Brooklyn. It is simply a way to reduce operating costs and put housekeepers out of work. Then there are the furnishings. In the three rooms our family booked, the furniture looked like it was scrounged from a college dormitory sale. Old, ratty and with a putrid green carpet. The whole property looks a little run down, like it doesn't have the cash to upgrade the property regularly as do other Hilton brands such as Hampton Inn. Included cooked-to-order breakfast for Gold and Diamond Hilton Honors members? No more. Instead there is a $10 per person (up to two persons per rooms) food and beverage credit. Doesn't sound bad, but the breakfast buffet is $16 plus tax and tip, so even Diamonds are going to be hit with a $20+ charge per couple per day for a third-rate buffet breakfast. Those who aren't elite Honors members or who save money by booking with a third party like Priceline will pay around $40 per couple for a buffet breakfast. Over Thanksgiving, this hotel was virtually empty, with almost no one eating the overpriced breakfast. This looks like a hotel that is just barely hanging on. There's a new all-suites hotel that's opened nearby, plus all the motels on I-75 North about 5 minutes away, so I suspect this property is suffering. Our bill for a room for two nights for two people came to over $400. Not worth it. Goodbye Hilton Garden Inn. Never again!
Armando T.
I'll start by saying staff was not attentive and plain rude Room was horrible and a/c was not functioning, too 3 hours of call to get attention and finally turn it off Was hung up on by front desk
Betty T.
Everyone was very helpful and pleasant. There's an all-around cozy vibe in the hotel. I was able to enjoy a meal and the people in the cafe were very socialble. If I needed anything, the request was taken care of promptly. I totally enjoyed my stay.
Chon M.
We were only there for 12 hours. The breakfast was very nice but was not complementary. It is on the campus of Mercer University.
Jessica P.
Excellent hotel! I stayed overnight and had a great experience! I highly recommend staying there.
Ira B.
As a 20+ year member of Hilton honors, I've stayed at many Garden Inn branded hotels. This is exactly what the brand represents. The exterior setting is beautiful, right on the campus of Mercer College. There were plenty of trees, and birds were singing. We arrived, and were quickly greeted and offered a beautiful room, comfortable bed, excellent water pressure in the shower, and a functioning TV. We didn't partake in any of the hotel amenities, but we were just traveling through town at the time. If I return to the area, I'll certainly be back at this Hilton Garden Inn.
Dr. D.
Way overpriced for old rooms with worn out bedspreads. Walls are paper thin. We could hear a whole conversation next door when we wished we were sleeping. The hotel looks nice from the outside, but that's where it ends. We won't make this mistake again.
Linda P.
I just checked into the Hilton Garden Inn Macon/Mercer University location. I wouldn't be staying if I haven't just driven 8 hours and was totally exhausted. I have been staying in Hilton's across the IS for years and have been a loyal Honors member for the same and I can honestly say that until now, I e never experienced any issues. Until tonight. Despite Hilton's promise of guaranteed service, high quality, attention to detail and customer satisfaction of cleanliness and a superior product, Hilton dropped the ball HARD with this one. This is the most disgusting hotel I've ever stayed in. I wiped everything in the room down with sanitizing wipes, which is a practice I've adopted since the start of COVID, however have never seen the resulting obvious soil and grime on the wipes when I was done. Every surface was sticky and dirty, there was something that resembled hair grease on the bathroom faucet handle, random hairs in the sink and tub, the toilet seat was broken and soiled, the carpets stained and the entire hotel smelled of stale food and body odor. Thankfully, I was traveling with my own blankets and pillows, which I used in place of the hotel's provided, which were also stained and didn't smell fresh. I have always been proud to state to anyone that I was a Hilton Honors member and loyal to the Hilton brand, however if this is the standard that Hilton is lowering to, and I feel that this matter isn't handled and restitution not made in some fashion, I will never use a Hilton accommodation again in the future. I am appalled that the Hilton brand name is a part of such a disgusting location in the city of Macon, that is supposedly claiming to be up and coming and wanting to attract outsiders to give it a chance.
Stayed there early this week. As a long time Hilton Honors member, I can say this was my worst hotel experience in any Hilton at any time. The staff, especially Lashonda, can be summed up as rude, arrogant, and unhelpful. The room was atrocious: wet carpet from a failing refrigerator, a giant HVAC unit outside our window, and noisy all night long. Not only was the breakfast a pathetic joke of stuff that looked like they got it from a vending machine, the very few spaces they allowed you to eat were filthy from previous guests. To protect their reputation, Hilton should take away this franchise from the current owner. Not going to accept any COVID excuses because we stayed in another Hilton Garden Inn the week before, and they delivered an assume breakfast while mainitaing COVID safety.
Tammie W.
Wonderful hotel loved the location and the new renovations. The staff makes you feel like you are at home- so much southern hospitality!
Kimberly O.
Would not hesitate to stay here anytime. Very clean, comfortable and courteous service. Al was very kind and helpful.
Chrishayla D.
I am a Hilton's member and have been for years. However, I've NEVER experienced such TERRIBLE & RUDE customer service as I have from Beatrice that works here. She's incredibly rude and doesn't allow you to ask a question without yelling or interrupting you while you are attempting to speak. Because of her, I will never stay at this location again!
Karen S.
Extremely happy it's a very nice hotel and the room service was delicious.. very good customer service ! The room was very comfy and clean .. everything you need for a stay especially if you have children.. the pool was a wonderful touch.. we stayed one night .. on our way to our next destination.. I will definitely come here on our next travels from Chicago!
Poor customer service. I walked in and was greeted with a sour look and then during conversation was cut off.
I stayed at this Hilton for a night, paying $210, and the cleanliness was shockingly poor. The room felt neglected--please see images of its condition to further elucidate the situation. When I raised concerns, I was simply offered a gift card. For the price I paid, the condition was unacceptable and far from Hilton's supposed standards. Overall, a disappointing and uncomfortable stay. This Hilton needs serious improvement in their cleaning and maintenance to justify their prices.
We have stayed at the Hilton Garden Inn near Mercer University in Macon before, and it was fine, but things have changed for the worse there. On the positive side, as a Hilton Diamond we were upgraded to a small suite. Also positive was the sat TV system, which has a lot of channels. Also, for those who like a morning hike, the Mercer campus nearby is very pleasant. But otherwise this turned out to be a somewhat depressing and low-value property. First, there is house keeping service only every other day. They don't change sheets, make the bed, clean up or even replace the towels. They claim this is "for the convenience" of guests and to be more environmentally responsible. Right, if you believe that I've got a deal for you on a bridge in Brooklyn. It is simply a way to reduce operating costs and put housekeepers out of work. Then there are the furnishings. In the three rooms our family booked, the furniture looked like it was scrounged from a college dormitory sale. Old, ratty and with a putrid green carpet. The whole property looks a little run down, like it doesn't have the cash to upgrade the property regularly as do other Hilton brands such as Hampton Inn. Included cooked-to-order breakfast for Gold and Diamond Hilton Honors members? No more. Instead there is a $10 per person (up to two persons per rooms) food and beverage credit. Doesn't sound bad, but the breakfast buffet is $16 plus tax and tip, so even Diamonds are going to be hit with a $20+ charge per couple per day for a third-rate buffet breakfast. Those who aren't elite Honors members or who save money by booking with a third party like Priceline will pay around $40 per couple for a buffet breakfast. Over Thanksgiving, this hotel was virtually empty, with almost no one eating the overpriced breakfast. This looks like a hotel that is just barely hanging on. There's a new all-suites hotel that's opened nearby, plus all the motels on I-75 North about 5 minutes away, so I suspect this property is suffering. Our bill for a room for two nights for two people came to over $400. Not worth it. Goodbye Hilton Garden Inn. Never again!
I'll start by saying staff was not attentive and plain rude Room was horrible and a/c was not functioning, too 3 hours of call to get attention and finally turn it off Was hung up on by front desk
Everyone was very helpful and pleasant. There's an all-around cozy vibe in the hotel. I was able to enjoy a meal and the people in the cafe were very socialble. If I needed anything, the request was taken care of promptly. I totally enjoyed my stay.
We were only there for 12 hours. The breakfast was very nice but was not complementary. It is on the campus of Mercer University.
Excellent hotel! I stayed overnight and had a great experience! I highly recommend staying there.
As a 20+ year member of Hilton honors, I've stayed at many Garden Inn branded hotels. This is exactly what the brand represents. The exterior setting is beautiful, right on the campus of Mercer College. There were plenty of trees, and birds were singing. We arrived, and were quickly greeted and offered a beautiful room, comfortable bed, excellent water pressure in the shower, and a functioning TV. We didn't partake in any of the hotel amenities, but we were just traveling through town at the time. If I return to the area, I'll certainly be back at this Hilton Garden Inn.
Way overpriced for old rooms with worn out bedspreads. Walls are paper thin. We could hear a whole conversation next door when we wished we were sleeping. The hotel looks nice from the outside, but that's where it ends. We won't make this mistake again.
I just checked into the Hilton Garden Inn Macon/Mercer University location. I wouldn't be staying if I haven't just driven 8 hours and was totally exhausted. I have been staying in Hilton's across the IS for years and have been a loyal Honors member for the same and I can honestly say that until now, I e never experienced any issues. Until tonight. Despite Hilton's promise of guaranteed service, high quality, attention to detail and customer satisfaction of cleanliness and a superior product, Hilton dropped the ball HARD with this one. This is the most disgusting hotel I've ever stayed in. I wiped everything in the room down with sanitizing wipes, which is a practice I've adopted since the start of COVID, however have never seen the resulting obvious soil and grime on the wipes when I was done. Every surface was sticky and dirty, there was something that resembled hair grease on the bathroom faucet handle, random hairs in the sink and tub, the toilet seat was broken and soiled, the carpets stained and the entire hotel smelled of stale food and body odor. Thankfully, I was traveling with my own blankets and pillows, which I used in place of the hotel's provided, which were also stained and didn't smell fresh. I have always been proud to state to anyone that I was a Hilton Honors member and loyal to the Hilton brand, however if this is the standard that Hilton is lowering to, and I feel that this matter isn't handled and restitution not made in some fashion, I will never use a Hilton accommodation again in the future. I am appalled that the Hilton brand name is a part of such a disgusting location in the city of Macon, that is supposedly claiming to be up and coming and wanting to attract outsiders to give it a chance.
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Stayed there early this week. As a long time Hilton Honors member, I can say this was my worst hotel experience in any Hilton at any time. The staff, especially Lashonda, can be summed up as rude, arrogant, and unhelpful. The room was atrocious: wet carpet from a failing refrigerator, a giant HVAC unit outside our window, and noisy all night long. Not only was the breakfast a pathetic joke of stuff that looked like they got it from a vending machine, the very few spaces they allowed you to eat were filthy from previous guests. To protect their reputation, Hilton should take away this franchise from the current owner. Not going to accept any COVID excuses because we stayed in another Hilton Garden Inn the week before, and they delivered an assume breakfast while mainitaing COVID safety.
Wonderful hotel loved the location and the new renovations. The staff makes you feel like you are at home- so much southern hospitality!
Would not hesitate to stay here anytime. Very clean, comfortable and courteous service. Al was very kind and helpful.
I am a Hilton's member and have been for years. However, I've NEVER experienced such TERRIBLE & RUDE customer service as I have from Beatrice that works here. She's incredibly rude and doesn't allow you to ask a question without yelling or interrupting you while you are attempting to speak. Because of her, I will never stay at this location again!
Extremely happy it's a very nice hotel and the room service was delicious.. very good customer service ! The room was very comfy and clean .. everything you need for a stay especially if you have children.. the pool was a wonderful touch.. we stayed one night .. on our way to our next destination.. I will definitely come here on our next travels from Chicago!