Hilton Garden Inn San Marcos

Sent similar e-mail to the GM (Ms. Tobias). Never did hear from you .... hmmmm.. My husband and I stayed at the property recently. When checking in, Pablo was not very professional. He never said hello // welcome me as a Diamond member. More or less, he didn’t even have much eye contact with us. I had to ask for our bottled waters as a Diamond Member. He should have noticed that on my reservation and given them to us without me asking. There was another lady standing by and said thank you for being a Diamond member. Didn’t get her name. I had on the reservation that we were coming in to celebrate my husband’s belated birthday, which was a week before ... no mention of that was ever commented. As a Diamond member, at many of the properties we stay at, an automatic upgrade is offered. They said that ya’ll didn’t have any. There were very few cars at the property, so that was odd that no upgrades were available. Room 203 was okay …there was a huge tear on the arm rest .. Bed and pillows were way too soft. They didn't even have a card that showed the TV stations, which was odd. Sheets hardly fit on the bed also. There was great hot water in the shower – thank goodness! Luckily, when my husband and I came down to go out to eat in the evening, there was a lovely employee behind the desk ... Chloey. She is fabulous and a breath of fresh air ..huge smile on her face..great asset to the hotel. Came down for breakfast this morning and Debi was so wonderful. So pleasant and very helpful. Chris was great too .. Not sure if we would retun to this property ... there are tons of other Hilton choices.

Well hard to add much contest since we never got to actually stay here. My husband booked this hotel for 2 nights (today and tomorrow) about 3mo for my birthday. We are up north of Austin and had a concert to go to Saturday night so we decide to get a hotel instead of driving back and forth. Well we get there about 6pm today and they tell us when we go to check in, it’s over booked and they “bumped us” what does that even mean? 1) You’re a Hilton and you’re supposed to be better than that guys 2) we booked it months ago… how are we just finding this out 2 hours after our supposed check in time that we have no room for today…? 3) No solutions were offered either just a shrug and a “sorry?” We were super disappointed in this experience, my husband booked this thru his Chase Rewards card. It wasted 2 hrs of our time today and barely made it to dinner in time because we had to book another hotel 20 mins away and then go there and check in at almost 830pm. Hilton, never again… no apology or even a let’s get you another room at one of our other hotels or a comp night for a later date. Nothing…. Only reason they got 2 stars was because the guy at the lobby bar was nice and the young girl who tried to help us was nice.

The staff was very friendly and helpful. The hotel is clean and updated. The Beds were very comfortable. Rooms have dark shades to keep daylight out if needed. Elevators were slow. Didn’t have a chance to eat onsite. Lemonade in lobby for guest was good! Plenty of parking.

I have spent 11 nights in this property in the last two weeks. It is a great hotel, with great staff. I was staying here while caring for a family member in hospice care. I want to personally thank, Bryan, the General Manager, Ashland and Elanor at the front desk, and Devon and Deborah in the restaurant. They were compassionate, caring and made a very difficult time much easier. The room was great! The food was hot and delicious and the front desk kept me informed and updated. If I am ever back in this area, I will definitely stay in the Hilton Garden Inn, San Marcos. I have stayed in dozens of Hiltons nationwide during the last thee decades and the staff here is the best I have ever seen anywhere. They truly treat you like family.

1. Clean location. Saw a little bit of hair in bathroom floor, but overall well pleased. 2. Beds were comfortable. 3. Quiet area and close to our main reason of travel. 4. Had points, so cut the price of the one night stay. 5. Breakfast should be free. It isn't but servings were pretty big. 6. Hallways were clean and looked new or redone.

As Hilton Honors members, we paid just over $400 for 2 nights accommodation. Guest service was non-existent. The room, had seen much better days; was not as shown on the website ( it was lower standard) and is only serviced by request made to Guest Services. Requests for extra towels were ignored. The A/C unit is straight from a Palace Inn: noisy. Elevators are glacially slow. On asking to see the duty manager at checkout I was told nobody more senior than the kid on reception could help me (he didn't). My email of complaint went unanswered. Motel 6 quality fo Hilton prices. Avoid.

I booked online through *******. We arrived just before 9pm Saturday, May 27th. Checkin was easy. The room on the 2nd floor was clean, but when I was getting ready for bed about 11:30, I discovered the maid apparently failed to check how many tissues were in the box. The answer was 2!! My girlfriend and I both expected breakfast to be free, especially since I paid just below $200 for our room, but it was NOT. The bed was comfortable, the pillows were good, and the A/C worked well. The room was clean. Just disappointed in the discovery on the tissues (yes, I could've called down to the desk, but it was late) and no free breakfast. Next time, I'll opt for Embassy Suites where I know their made from scratch omelets are great.

The hotel check-in was awful. They said they received no information from booking other than a room was booked (example: king bed and free breakfast). They tried to charge us for breakfast 3 times (check in, the next day when eating breakfast and again on check out). We were also double charged for the room (once through *********** and again through the hotel). I have disputed the charge and have yet to receive a refund (2 months later).

Hotel did not feel safe, especially for kids. It seemed that the staff was either not trained or refused to care about the needs of their clientele. Maybe the Hilton should step in and take over management of this hotel, because whoever is running this hotel has problems. It is very concerning how this hotel, as part of the Hilton chain could be so horrible.