Hilton Garden Inn Cartersville

I was shocked with my experience here. I booked myself and a block of rooms to accomedate guests for my wedding. I booked through points with my credit card but was charged full price again for our wedding night stay upon check out. I called for 2 days to rectify the situation but Tony said there is no manager on staff during weekends or nights so I would have to call back. Luckily my credit company communicated with them and we got a refund.....a month later. It was a once in a lifetime memory that is now tainted.

We’ve been on a two-week road trip throughout the Southwest, only staying at Hilton properties. This hotel was by far our most disappointing and expensive of our long trip. Our bathroom fan didn’t work and it appears it hasn’t for some time (signs of humidity, mold, wallpaper peeling, etc). Furniture was really worn as well. We were also disappointed that breakfast was not included. At the price we paid, and being Hilton Honors members, we just assumed the breakfast was included. Pros: -The staff was kind (shoutout to Precious at the front desk), but the rooms are in need of a lot of help. -Bed was comfortable. I would not recommend staying here with so many other hotel options in Cartersville and surrounding area.

I am a travel nurse and have been working night shifts (7p-7a) in the ER at Cartersville for the past 13 weeks. During that time, I have primarily stayed at the Hilton Garden Inn. While the room’s definitely could use some updating and the pool is in desperate need of a remodel, the beds are comfortable and it’s relatively quiet during the day. The majority of the staff have been very kind and accommodating knowing that I have worked all night. Tony- you exemplify what customer service should look like. Also, the breakfast staff were so sweet to me! This morning, however, that all changed. I arrived at my room around 7:45am, had breakfast, then went to bed around 9:00am. At 11:00, despite my “do not disturb” sign on the door, maintenance was knocking on my door saying the door battery needed to be changed. I told them I had a late check-out and asked if they could come back later. They returned 30 minutes later. At 12:00, the manager started calling my room and told me that I needed to be out of the room. I told her that upon booking, they had said a late check-out would be fine as I am a “valued Hilton Honors member.” She told me that either I could pay for another night or I needed to leave. I left and ended up having to sleep in my vehicle. Never in my life have I been treated so poorly. Needless to say, I’ve booked my next stay at another hotel. The way I was treated this morning was absolutely unacceptable.

Our stay itself was very pleasant, but a major issue occurred when we received our bill after checking out via the Hilton app. We were overcharged $45 for our stay: $25 for our dog (charged $75 instead of $50 as shown on the hotel website) and our $10/pp HH daily food & beverage credit (we are Gold members & have it selected as our My Way benefit) was never applied. And then calling to have this remedied a few days later (holidays interfered), one person blatantly lied to us, saying the $75 charge had already been refunded (it was not), and the second call we made, the woman credited us the $20 F/B credit, and then immediately added $20 back onto our bill. Still no remedy at this point, so will be escalating to Corporate.