Hilton Garden Inn West Palm Beach Airport

Subject: Urgent Complaint – Unsanitary Conditions and Poor Service at Hilton Presidential Suite||||Dear Hilton Corporate,||||I am writing to formally file a complaint regarding my recent stay at your Hilton location. I reserved the Presidential Suite expecting a luxury experience, but instead encountered conditions that were completely unacceptable for any hotel, let alone Hilton.||||Upon arrival, my room was not ready. After waiting 10–15 minutes, I was checked in by Aaron. Once inside the suite, it was immediately clear the room had not been properly cleaned or inspected. The suite smelled strongly of cigarettes, the handle was broken, there were handprints on the wall, and trash was left behind.||||Later, when returning to the room, we discovered the odor persisted. After investigating, we were horrified to find a used condom with semen inside and vomit inside the trash can. There was also vomit smeared on the bathroom walls. This is not only unsanitary but poses a serious health hazard. Shockingly, maintenance proceeded to hose off this waste in front of the hotel, further spreading contamination.||||We attempted to resolve this on-site. Aaron advised Wendy would speak with us, but she stated we were not her priority since she had “other guests.” As paying guests ourselves, we found this response unprofessional and dismissive. At no point was proper compensation or service recovery offered. We spent significant money for a premium suite and were left with an experience that was unsanitary, unsafe, and deeply disappointing.||||Additionally, Aaron himself admitted he was “tired,” which is not an appropriate way to address guests. Wendy was dismissive and unhelpful. This level of service is far below Hilton standards.||||Given the severity of these conditions and the complete failure of management to address them, I am requesting the following:|| 1. A full refund for my stay.|| 2. A follow-up phone call from corporate to address this matter.|| 3. An internal investigation into the staff conduct and cleanliness standards at this property.||||If this issue is not properly addressed, I will have no choice but to escalate further, including reporting the health code violations to the Florida Health Department.||||I chose Hilton because of its reputation for quality and excellence. Unfortunately, this experience was the exact opposite. I strongly urge corporate to take immediate corrective action.||||Sincerely,||||||Cindy Sanchez

As a Lifetime Diamond member I feel well qualified to leave a review. This hotel is modern and up to date. Very clean; noticeably so. Nicely outfitted with towels, my wife is particularly sensitive to this. Fitness center is adequate and well maintained. Not too far from shopping and dining, and very close to PBI. Rooms are modern and clean and well configured. Didn’t dine there, but menu looked fine. One thing for not giving five stars, not all the doors shut quietly. Mine and my closest neighbors did, but some shut very loudly . Why on earth would a hotel want their guests doors to slam shut is beyond me.

We had a amazing stay, very clean spacious room very comfortable we had a very lovely stay. ( just a bit confused on when they say enjoy breakfast, but just FYI it's not free with your stay) (What Exactly Is A Continental Breakfast?A continental breakfast included in a hotel stay means that guests are provided with a light breakfast typically consisting of pastries, bread, fruit, and beverages like coffee and juice, at no extra cost) we did have breakfast but for extra 13.00 a person for a muffin and a small coffee? I would definitely stay again but will be dining out for breakfast for that price.

Our recent stay at the Hilton Garden Inn was nothing short of excellent, and a big part of that was thanks to Laurie at the front desk. Traveling with a large family can be stressful—especially when checking in six different rooms—but Laurie made the process incredibly smooth and pleasant from the moment we arrived. She was warm, welcoming, and incredibly patient, handling everything with professionalism and ease. Laurie went above and beyond to make sure each of our family members felt taken care of. Her friendly attitude and attention to detail truly made a lasting impression on all of us. It’s people like Laurie who elevate a hotel stay into a memorable experience. Because of her, we felt right at home and will absolutely be recommending this location to others. Thank you, Laurie, for your kindness and fantastic service—you made our stay unforgettable!

Laurie provided a warm, courteous reception. Our room was large, clean & quiet. The beds were comfortable & had several pillows for different preferences. The challenge is finding the West Palm Beach Hilton Garden Inn. If you’re headed south on S. Australian Drive, there is a large sign on the building but no entry from there when your GPS says, “you have arrived.” Your turn is onto Worthington & there is NO signage at Worthington to direct you to the property. You must turn into what appears to be a drive into a business park. Tada! There’s a small plaque on one of the support columns for the covered entry to checkin. Now that I know where it is, we would stay again.

Loved my stay at the Hilton Garden Inn West Palm Beach Airport. The rooms were big, super clean, and really comfortable. The staff was friendly and helpful, which made the experience even better. Just a heads-up—parking is $5 a night and breakfast isn’t free, which was a little disappointing. But overall, I had a great stay and would definitely come back. Highly recommend it if you’re in the area.

We had a very frustrating travel day but when we ultimately had our flight canceled the airline recommended the Hilton garden. From the moment I called and Laurie answered she took control and made the end of our day so relaxing and enjoyable. She recognized and took care of our physical challenges and gave us a room that was both easy to get to and very easy to navigate inside the room. We were able to get our rest in a comfortable environment and get on our way back to the airport with the help of others at the hotel by 430 am. Thank you for making what could have been a very unpleasant ending of our trip so much easier to get through

This hotel overcharged me 891.59 for a 10 day stay and is doing absolutely nothing to refund me my money. Upon check out I showed the front desk my credit card statement which showed the amount that was overcharged. They took a picture of my statement and confirmed that the additional charge did not match my folio/receipt. They said they would forward it to management and get it resolved. They informed me that it would take 7-10 business days for the charge to be refunded …. the charge was on the 12th of July. It is now August 5th, 17 days later and still no refund. I have called the hotel two other times after the 10 business days I was supposed to wait and personally stopped in to the hotel. Each time they promise they will get it fixed and nothing happens. I am a Hilton diamond member and travel for work 6-8 months out of the year. I typically spend somewhere between 20-40k a year on hotels and for the most part try to stay in Hilton brand hotels. However after this I’m seriously considering switching to Marriott. I booked directly through the hotel and even used my Hilton credit card, I don’t understand why this has to be this hard.

Clean room, vibrant colors, upgraded room and SO glad we did (it was nice to have the extra space). The bed was comfortable and shower was HOT with great water pressure!! We were provided with plenty of towels and we enjoyed using the amenities. We had zero issues and using the app made the stay more convenient as you can select the room you want, use your phone as a key, and control the tv. Tulio was SO nice and helpful in the mornings of our stay (we stayed 2 days). Breakfast was delicious. The hotel was conveniently located nearby to shops and restaurants. We took Lyfts everywhere so we didn't need to worry about parking elsewhere. We will definitely stay again when we return to WPB!

Stopped in at the Hilton Garden Inn West Palm for a quick one night stay. First off, the staff were amazing. From check in to check out, they made us feel welcome even though we were only passing through. We made an oopsie right at the start and walked into the Hampton next door. Turns out that happens a lot. I would not be surprised if the staff work both places. The lobby is big and comfortable. We waited there for the rest of our crew before heading out to an event. The elevators are another story. No air conditioning. You go from a cool building into a little sauna box for the ride. Short trip or long trip, you will be sweating either way. Our room had two queens with plenty of space. Standard setup with a microwave, coffee maker, fridge, and the classic ice bucket. That meant walking down the hall to the loudest ice machine around. Lighting in the room was weak with just a few lamps trying to cover the space. The bathroom was spotless and bright. The shower was a challenge. It was either scalding hot or glacier cold with no sweet spot. The shampoo and conditioner containers were empty too. Even with those quirks, the beds were comfortable and we got a peaceful sleep. That was the real reason for stopping in and it delivered. A few odd details just added to the BigFooT adventure.

Customer care, is lacking at care. Blase, unhelpful & no personal attention. But hey, maybe it was me ‍

Fair at best. Breakfast wasnt bad for 17.00. Found the daytime counter staff void any people skills and generally could care less if you were alive. Afternoon staff were great, Rooms were very plain but generally comfortable.

The AKA team to include Bradley, Louis and Demetri, in addition to Maintenance by Andrew were all extremely helpful and accommodating! We loved our beautiful suite with amazing intercostal views. Great location. Highly recommen!

We had a 2 day delay after our flight was cancelled. We took an uber from Miami to the West Palm Beach area to try to catch another flight the next morning. I booked the wrong date, (we had been up for 48 hours) but the hotel let my Wife and I work in the Lobby all day until we could see after 4pm if any rooms opened up. Wendy Durity and Tylio G were great through out the day, checking on us to see if we needed anything. After 4pm a room opened up and we got a great nights sleep. Thanks Wendy and Tylio for taking care of us!

The hotel is close to the airport. Everything about the hotel was fantastic. Excellent service was expected at every hotel here, and the room was expected to be perfect. Breakfast was amazing, but the service was slow until the manager arrived. The coffee was good, fresh, and hot. Fabian, who worked at the Front Desk, was professional and helpful with the request to extend the checkout time. I'm not sure whether every room is the same, but I got a suite room, superb! Comfy bed, clean, equipped, and quiet room. Perfect! The hotel has an outdoor pool and a small gym. Overall experience was excellent!

I needed to stay one evening due to a flight adjustment. I arrived late in the evening, and Adrian was at the front desk, exceptionally courteous, service-oriented, friendly, and professional. In the morning, I was greeted by Wendy, who was staffing the front desk by this time, and she was also dressed professionally, very friendly, pleasant, and courteous. Front desk personnel speak multitudes in how they represent where they work. I was very impressed. Both of these individuals enhanced a very comfortable and convenient stay.

I have never given anything a 1 star rating on Yelp but I really want people to not stay here. I arrived to the hotel for check in around 9pm on a Wednesday. The place always to be under construction since there is black plastic and blue tape all over everything. It doesn't even feel like they have ac in the lobby and the check in counter looks like a makeshift gas station register. After check in, they gave me the keys to room 101. I get undressed and get in the bed and I hear tapping at my window. I look up to see the curtains completely open and a man standing at the window watching me while I'm undressed holding his phone up to the window so I'll read a text he's trying to show me. I immediately rushed to try and draw the curtains and notice the curtains don't close... IN A FIRST FLOOR ROOM!!!!!! So I rush to the front desk and tell the clerk and security. The security, who tells me his name is Winston, does absolutely NOTHING but stand there and go "was he wearing a shirt? I think I saw a shirtless guy out there earlier." Neither him or the clerk even apologize! They take me to another room, 108. What are the odds the curtains in that room don't close either???

My home was flooded and I stayed at another hotel where I was treated badly for four days so I moved to the Hilton Garden Inn! Not only was I welcomed and treated better, the room was huge, beautiful, pristine and modern. The breakfast was great and they did not charge me for a cup of tea as the other hotel did. Parking was free and easy to get to. To top it off it was more affordable than the yukky hotel across the road. My only regret is that I didn't discover this one first! Hilton Gardens Inn also had a nice pool.

Stayed overnight April 7 to catch a flight from West Palm Beach Airport. Smooth check in by Laurie. She organized a shuttle to and from city place - lovely restaurants there and nice ambience for walking around. Clean room and very spacious. Received a $10 credit as a Hilton Gold Member towards there made to order breakfast. Another amazing person to compliment is Dejon. He truly has exceptional customer service skills. This property is shared with Hampton Inn and he is a shared resource (asset) to the Hilton brand. Complimentary shuttle to and from the airport and city place. Jean the driver was super friendly and Avril and Brenda in the kitchen are a great team. The made to order omelette was delicious and so were the potatoes. Clean and lots of options. I would stay here again.

This was my first time staying at this hotel. It's a beautiful hotel inside. They decorated for Christmas and it made our stay extra special. They even used a real Christmas tree! Customer service were friendly! The lady serving breakfast was polite, patient and very attentive. Our room was spacious! The bathroom was a lit small but it worked well. The sink was a little high and I'm 5'7"! We had a great view of the pool area. I liked that they added palm trees to the property. The breakfast buffet was delicious! Lots of choices and ready to make omelettes, pancakes and waffles. I was very impressed and left with a filled belly! The hotel is close to the outlets, West Palm Beach Airport and to I 95! Good quality for the amount spent.

Easy to find, easy to park. Good location, clean property. Quiet room, very accommodating layout. Airport shuttle available. And *VERY* pleasant, gracious, and welcoming clerks at check-in and throughout our stay! (One of them was still there working the morning we checked out!) Although we didn't partake, food (breakfast, dinner) was available. Certainly a hotel we'll keep in our contact list for future visits.

Not at all a bad spot. Reasonably priced and located conveniently. Bummer that I had a $5 charge for parking but that is typical in the area. Also noted that they seemed to have water issues the day that I stayed. I wasn't warned of this at all or I might have stayed elsewhere. Literally no water pressure. I'll give them a pass due to the likelihood of it being a one off issue and probably occurred after my check-in. I'd stay here again but wouldn't go out of my way. I'll see what else the area has to offer.

I always stay at the Hilton Garden Inn. This time around I was charged $250 smoking fee, and I never smoked in the room. This is terrible that they had their computer system was down the night before, I suggested that maybe they had the wrong room, and even went on to say that you never charged me for my dog. The manager replied, okay, we'll charge you for the dog as well as the $250 charge. This will be the last time staying at any Hilton. My family like to travel and stay at Hilton, those days are over! You lose out on future business all because of lies and a misunderstanding! I'll stay at an airBnB next time, and won't have to pay $18 for 3 eggs either. You lost a customer for life. Bye.

I had an excellent one night stay at this Hilton Garden Inn. I'd made a last minute reservation just a few hours before checking in around 9:30 PM and was very pleased with how it turned out. The lobby is comfortable and seems more designed for a business traveler than families. Small seating area to the right, restaurant to the left, small bar at the rear. The pool and fitness room are also located just off the lobby. Checking in was a breeze. Laurie was friendly, welcoming and efficient and had me on my way to my room in just a few minutes. With my Hilton Honors, they'd upgraded me a suite - room 218. The suite was clean, tastefully decorated, and spacious, but not huge. The living area included a desk, pull out sofa, armchair and a large tv. It connected to an appropriately furnished standard king bedroom by a sideboard "kitchenette" area, closet and bathroom. Everything was clean and comfortable. I especially liked that the kitchenette area included not only a small fridge, but also a microwave and keurig coffee maker with all the necessary coffee and tea stuff. The towels were fluffy, the bed linens were soft, and the bed was very comfortable. I don't know if that quality is for all the hotel rooms, or just the suites, but they helped make my stay great. Soap and shampoo in the bathroom are Neutregena. Maybe there were no other guests on my floor, or they were already sleeping, but from inside my room I didn't hear any noise at all. Not above me, below me or in the hallway. Kudos to the staff and management. The hotels needs to put a sign outside so that it's easier to locate. Other than that, I have not a single complaint.

The rooms with odd numbers are on the side of the hotel facing Australian Avenue which is a very busy street and in very close proximity to the hotel. I'm here for three nights and after the first night asked to be switched to room on the quiet side of the hotel, but although they have rooms available on that side they refused to do it because they are short-staffed and said they couldn't get the room I would be vacating cleaned. I'm a Hilton Diamond member, I spend about 1/3 of my life travelling for work, and I have never been denied a request to change rooms to the quiet side of a hotel when there are rooms actually available. I'm totally dissatisfied with my experience at this hotel. Buyer beware. UPDATE: The hotel manager reached out and apologized for the front desk not accommodating my request to be moved to an available room on the quiet side. I'm now in an EVEN numbered room and it's much quieter. Upgrading review to 4-stars now.

the hotel is beautiful.... but if you visit during the months of February thru March just expect it to be crowded with 18-20 year old baseball player.... expect your hallways to smell like weed and expect your neighbors to be loud. So if you're looking for a place to stay while on a business trip and if you have to go to bed early I would recommend staying somewhere else during these month... and who knows how long baseball season lasts?.... anyways.... let's see if I get some sleep to night?

A great hotel in a good location. Very convenient. Good customer service. The room was clean with a modern design. The lobby was gorgeous. No food though during COVID. Everyone wears masks and hand sanitizer is available.

The staff here were so friendly and accommodating. Some of the best hotel customer service I have had. The front desk never made it seem like our requests were inconvenient or annoying they were just super helpful and kind.

This was a nice place to stay. Room was clean, bathroom was clean. Room had a microwave, mini fridge, coffee maker, tv and plenty of outlets. Breakfast is $12.96 and good as hotel food goes. The from desk was really nice to us. They watched our bags when we got in on our flight early and they got us a shuttle to CityPlace. Good value for the price.

Got a rate here from Priceline. Tricky to find the entrance but if you just drive through Hampton Inn parking you'll reach Hiltons Parking lot. Our room was strange... because it had blotches of 'touch-up' (I'm guessing) paint on the walls and the refridgerator hummed all night long. I could have notified someone to move to another room (405) but when you put the air on it drowns it out. You can tell that the bathrooms had been updated some what recently becuase they felt pretty modern. The bedding was nice and the bathroom amenities are "Bath and Body Works" nice :) In room coffee maker, refridgerator and microwave as well. Not to bad for the rate we were able to get and NO we never heard any airplanes and we were here the weekend of Hurricane Sandy (Halloween) Staff very pleasant, from my phone calls leading up to our trip to while we were in-house. Housekeeping were extremely nice several times we needed more sugar and cream and they were always obliging. There was a Halloween party going on that Saturday night but it must've ended early because we didn't 'hear' them only saw them in the hallway LOL Not far at all from Cityplace and Clemetis Street so keep this in mind if you are looking to be near most everything. They also have a small lounge with a flat screen TV that you can watch sports but they don't have NFL Ticket so I didn't go I just saw guests sitting there several times chilling with the Bartender. When next in the area I might be inclined to stay here again. Respectfully Reviewed

Superb ! Today I checked into this Garden inn. I was greeted promptly by Ebony, who checked me in right away. She was very helpful and informative and provided me with what I needed. The facilities are clean, quiet and well-staffed. As hilton honors member, this was the best experience so far ! Thanks for making my stay comfortable !!

Honestly, I've stayed here several times and have no clue why I haven't reviewed it...until now! Probably because it's so awesome. Let me say this: it's super convenient especially if you need to business in downtown WPB or on the Island. This also allows you access via ride share to some of the dopest restaurants in WPB/Palm Beach. As for the property, parking is very easy and there is plenty of it. The lobby is very large, accommodating, and fresh. The hotel staff is super nice. Since I've stayed in so many hotels there is one crucial factor that really shows if a hotel is great: the halls. The guest room halls smell very fresh and have great air circulation and the carpet is clean. Very important. As for the room, it is as to be expected for a HGI. The beds are great, desk area is very spacious, even though on the road their is little noise. Bathrooms are up to date per Hilton standards. I find this property very enjoyable. Happy travels. Thanks!

DONT STAY HERE !!my car was robbed while parked in front of the hotel and the hotel said they can't do nothing about it but they want you to pay for parking every night with no security and /or cameras

I enjoyed my stay here. It was only for a day, but the hotel was clean, quiet, and the staff was friendly. I spent some time chatting with the manager Chris Gasper and a lady who's name I did not get. They were both genuinely friendly and great with customer service. We had the breakfast in the morning. The service was good. The restaurant is clean and the workers are attentive. I liked that the blueberries and cantaloupe were fresh and in season. Sometimes these buffets put out hard and unripened fruit or they allow things to sit and ferment. Everything was fresh and well organized. The hot food is not self serve. I didn't mind this because it can be kind of gross when people are making a mess in the eggs and picking apart the bacon. A man asked for more bacon from the waitress and she brought him more so they have a good system here. I had sausage and scrambled eggs. I thought the sausage tasted like fake meat (Morningstar brand soy meat to be exact). That's my only complaint. I'm trying to loose a few pounds anyway so I just didn't eat it. That's all. Nice clean place to stay.

Place is old and disgusting. Plus if you stay here bring the bug spray. If you are Hilton Diamond like me take your business down to a bug free property.

There are 2 Hilton hotels near the airport and the shuttle from the other location picked me up. Once the other location looked up my reservaton and realized I was at the wrong local, they said "we have another one". "You are supposed to be @ the Garden Inn" Thankfully the correct hotel shuttle was nice enough to come and pick me up. Pretty decent hotel! They have an outdoor pool that I could not take advantage of as it rained the two days I stayed there. Rooms are very spacious as mine came with a king bed and a nice couch as well as an alarm clock that I could play my ipod on. The bar downstairs is sort of small as the area also hosts breakfast in the morning which was ok. The egg whites and bacon were not as good as I expected, but served its purpose. The bartender was very helpful in suggesting dinner places for me and my colleague...I think the guy's name is Josh. They have a pretty sweet 24 hour workout facility with more up to date equipment than my current, local gym. The front desk served very good homemade chocolate chip cookies, but only after 5PM. Free wi-fi is also included in your stay here. Wouldn't mind staying here again

This isn't part of the review of the hotel itself, but STAY AWAY from The American Grille in the lobby. Man up, and take a shuttle to City Place to eat. Trust me - don't make the same mistake I did. I don't care how tired you are. I'll make a separate review for this place when I get around to it, but this is a code red alert. We're talking about a place that sells KRAFT mac and cheese for $8! Whaaaa? Does it come with 8 boxes? I don't understand... The hotel itself is very nice. The front desk is super, super, super helpful. The room was super spacious and clean. The bathroom was clean too and also very spacious. Everything was replenished the next morning - soap, lotion, shampoo, conditioner, you name it. There's a microwave and fridge too! There's also a Keurig machine - which I am not sure if they charge you for it. The pool area is also really nice! It's really nice they have a complimentary shuttle, which take pick goes to City Place and the airport. Yes, you can call the hotel and request a shuttle to pick you up from the airport. I just wish they took you to other places too, like the beach. Also, you are better off calling Palm Taxi Services to pick you up, rather than have the hotel do it - because they call this one company that's flat rate. For example. I took that pro-rated company that the hotel called for down to X, and it cost $17, On the way back to the hotel from X, I called Palm Taxi, and it cost $12. Also, to go down to the beach with this pro-rated place, it costs $20. So do you cab research and be careful! Most do not take cards, but the pro-rated one does BUT there's a $3 "convenience fee..." Yeah - no one see's the irony in that one...because there's really nothing convenient about paying more money.

So in terms of Hotels that are located in the West Palm area this one is my favorite. Because I travel mainly for business this hotel suits my needs every time. I don't need the fancy over priced accommodations and parking located in the downtown area. There are no parking fees or resort fees at this hotel... It is up to date and the rooms are what I would describe as " still having that new construction smell." There are actually 3 other Hilton branded hotels right next to this one. This and the Hampton are my top picks. The double tree across the street is just average, even though they remodeled a couple of years ago, and the embassy down the street is on my avoid list due to being out dated and over run with Airport crew/ staff. They normally make it easy to choose a different hotel because they charge the most out of the four. This hotel is quite, the staff are friendly and the service is fast. As an example I asked for more K-cups for my in room Kuereg and they gave me 10 assorted K-cups within 5 mins of my asking. They still have microwaves and refrigerators in the room and they have wood flooring, which if you have lived in hotels long enough you would understand why this is so important, i.e. no scary stains or left over food crumbs that were missed due to crazy patterned floors that like to hide things. Compared with the many hotels I have stayed at during my time on the road this is five stars in my book. Sure they don't have free breakfast unless your a gold member or higher (Hampton does next door if you are looking to stay somewhere comparable that does) but all the other attributes make up for it.

The only reason I'm not rating this hotel 5 stars is because we weren't able to get room service at 12am...yes, I'm spoiled. We stay in the Palm Beach airport area often when we visit for concerts at Cruzan. This has been the nicest and cleanest one so far. I was expecting a lower quality of service than our recent stay and the regular Hilton, but I was dead wrong. The customer service was exceptional. Rooms were extremely clean and the common areas had very nice updated décor. There is a breakfast buffet for $11.95 on weekends up until 11am. Check out was at 12pm vs. 11am in most hotels. There is a small sundry shop which is open 24 with your basics. My only complaint would be the lack of late night room service, but then again, I believe this is not what would be considered a "full-service" hotel. That being said, I'd stay here again for our next concert at Cruzan.

I was welcomed with a friendly staff. They have fruit infused Complimentary water. The room is outdated 70/80ish. The room safe did not work. An engineer had to come & give it juice. upon returning from tgif evening our room keys did not open. Had to walk downstairs to front desk & have card keys reprogrammed & employee follow us. Still our cards did not work. Only employees master key opened the room. Saturday pool visit was good. The pool was empty & eater was refreshing. It is clean & spacious. Offers tropical feel & settings with surrounding palm tress & Dinosaur sized Iguanas. on bad note had to ask front desk for pool towels. They sent an employee to open towel dispense building & give us towels. While relaxing at the pool I went to my room & again room card keys did not work. Had housekeeping employee open with master key. When we left pool We I had front desk reprogram cards once again. Saturdays engineer did mention its lock or door. The shower dripped water ALL night on to the metal. It was highly annoying & caused NO sleep. I do not recommend this hotel with so many other broward & dade county have to offer. Its a very sad Hilton. I will not be returning.

I've stayed at this hotel probably about 20 times for a total of about 60 nights for work. This place is great. It's clean, staff is excellent and the rooms are nice. I love that they don't have carpet because carpet in a hotel is nasty. The front desk staff is always great, especially Laurie. I had a package delivered to the hotel that the incompetent post office failed to deliver correctly. The next day the package showed up after I checked out. Laurie took the time to call me and went beyond the call of duty to ensure the package was given to a co-worked who was still at the hotel so that I didn't have to come back. Great hotel, great staff!

Booked reservation through Expedia. My daughter who is going to college down in the West Palm Beach Area had a bug infestation in her apartment. I booked a reservation and used my credit card. We where informed by the general manager that she would not accept that card as I was not present and my daughter didn't have a card on her. I confirmed any of the information that they asked me over the phone but the GM said that unless I was there she would not accept it. We went next door to the Hampton Inn and they were very accommodating and she booked a stay there. We will never got back to this hotel as the GM was very rude to me over the phone!!!! Kevin

Stayed there yesterday night of Feb 6, room 121. Nice place however there was a very arrogant male desk clerk named Chris who insisted on arguing with me about the lack of signage to the hotel in spite of the fact the hotel had not even its name on the glass doors to lobby much less a sign of any kind on front entrance of building. Even the clerk that checked me in admitted many people have enter the lobby and ask what hotel they are in and she said coming to her employment interview she could not find the place. While on a run in the area I stopped in the Hampton inn literally next door and the clerk said many people every single day come in and ask if they are in the Hilton. This Chris guy completely dismissed me and claimed permission from the airport was needed to put even a 8.5x11 paper sign taped to the window of lobby entrance.

We are staying in room 100 on the first floor. We really like the spaciousness of the room myself my husband and her two kids were with us and is plenty big enough for all of us not to feel cramped together.The ceiling was which really helped someone with claustrophobia. Had a small fridge Akira egg in a microwave. The AC worked really well we cranked it down to 69 and we were loving how cold it got in the room.The service has been absolutely outstanding so far. The breakfast was really good they have made to order omelettes eggs French toast pancakes waffles potatoes bacon. And they also have a buffet for other items like fruit oatmeal pastries juices coffee. It's everything you could ask for in a breakfast. The waitresses for breakfast as always service with a smile and great service and act like they really like their job so that is nice to see. We were going to stay at the Embassy suites but at the last minute I decided to change my mind due to the renovated rooms here at the Hilton Garden Inn and I'm so glad I did the rooms are very very clean, modern and the beds are very comfortable.

Pros: The hotel is very nice. Rooms are spacious and they have a mini fridge and microwave. I love their bathrooms here. Very up to date bathroom. The bartender here is the best! He served us both nights we were here. He made the best drinks and was very entertaining. He told us the best places to go and was very friendly. He is the reason I gave this a 4 star. We also like the fact that they had free shuttle to the airport and city place. Cons: The only thing they should add/change is more basic medicine at the drug store (Advil/Tylenol etc..) and letting people know when the driver will pick you up from city place. The first night out we asked the driver and he said he comes back every hour to pick people up at the same spot. He picked us up 2 hour laters when we were at the spot. The 2nd night we stood there waiting in the rain and no one came. When we called the hotel, she told us no you have to call first and the next one will be there in 45 minutes. I informed her that he had told us every hour and we sat there at the Cheesecake Factory to eat dinner (which is were the stop is) and watched him drive by every hour. She told me no he doesn't and that I would just have to wait. Whoever is working the phone needs customer service training. She should have just been honest and said we're sorry he missed coming but we will make sure he will be there at the designated time within the next 35 minutes. Anyways we called a Uber since we were waiting in the rain.

I had such a great experience at the Hilton Garden Inn- West Palm Beach Airport! The staff were amazing with assisting me with all of my needs, including early check-in and holding my bags, airport shuttle and offering suggestions on things to checkout during my staff! Laurie was an absolute doll and assisted me the most! Her customer service was outstanding and she was the sweetest ever! She made sure I thoroughly enjoyed my vacation and anything I needed she was able to assist me with. The shuttle drivers were also great at making sure I was able to get around in a quick and timely fashion! The only issue I had was with another female late night front desk employee whom lack customer service and wasn't as friendly, considerate or welcoming as the rest of the staff. She was too preoccupied with her phone/computer than to even look up with a guest walked in or up to the counter. She just seemed to need a bit of customer service training to say the least. However- she didn't change my view of my stay and the hotel staff as a whole! I would definitely be returning and also recommending this hotel to others! I was even able to get a room upgrade for being a Hilton Honors Member! Thanks to Laurie and the rest of the staff for a great stay!

Nice hotel, close to airport, good shuttle service, clean rooms, comfortable beds. I travel through WPB pretty often and usually try to book this hotel through my work's travel agency. I have not been disappointed. It's a nice hotel, but it doesn't stand out on its own from other properties nearby. The real reason I continue to come back here is because the staff is so friendly and efficient. If that matters to you, this is a great place to stay. If not, it is still a very nice experience.

Clean and friendly. Typical garden inn. I forgot breakfast wasn't included. Wi fi included. Price point was very reasonably. Was in the area on business. Would never stay here with family, area is an industrial area.

Super-friendly staff, clean room, close to airport. Done and done.

My family and I always stay at he Doubletree Hilton in West Palm Beach but it was already booked so we decided to give the Garden Inn a try. Upon arriving, my wife and I always inspect the beds. She found a clump of hair on the sheets. I went down to the main desk to request new sheets. Maria came up with new sheets and offered to put them on the bed but my wife insisted on doing it herself. Maria was very apologetic and very helpful and nice our entire stay. Mr Gardens at the front desk was very helpful and nice too. The hotel was convenient. The pool was okay too. We had a good stay here but are just used to the Doubletree which we seem more comfortable at. By the way if you are a Hilton Honors member and don't book through Hilton you will not get any rewards points. Very disappointed in this rule.

I have been traveling 40 years and I have never an experienced beds like they have at the West Palm Beach Hilton Garden.. Then the management to say that they offered me another room is an outright lie.. When I call down to the front desk they told me all the matterss where from the same distributor..I left after 1 hour and they still charged my credit card..Stay away from this Hotel America ..#Shameonyouhilton..

I cannot stress enough how great this staff is! From start to finish..Top notch group. Room fine. Food fine. Staff- off the chart great!

I stayed here the nights of Aug 16-17, 2017. The staff really made the stay here very comfortable. The front desk was especially great. Everyone was excellent, but Mr. Gardens went above and beyond to make us feel welcome. The housekeeping people and handyman were also excellent. There was a free hourly shuttle service to downtown area as well as the train/bus station and airport. The drivers were mostly "A+". One didn't open or close the doors for us so no tip. The only negative was that there were no restaurants or other businesses within realistic walking distance.

Not a bad place, it's like a big office room. It's no beach resort but will do for a one nighter.

Great local hotel with shuttle service to the airport and downtown area. Restaurant had a wonderful dinner service the chef came out and said hello to my son which really surprised him and addition to our server/bartender who was exceptionally kind and helpful great service. The only reason why am not giving this hotel five stars is the shuttle service was never on time and always had the same excuse from two different drivers that they were stuck in traffic where upon our return there was no traffic and either direction. We were in room 400 which was extremely clean and very spacious we had an excellent time unfortunately the other reviewer's are correct I am not sure why they would allow smoking by the pool my four-year-old and I were not able to visit the pool because of the amount of smokers extremely disappointing hopefully they can relocate the smoking to the other side of the building.

The front desk manager & general manager were extremely helpful and accommodating. We had a reservation for 6/2-6/3/18 and felt taken care of the entire time. Thank you so much for all of your help. The hotel is gorgeous and well kept as well. Would stay here again.

If you are deciding to stay at the amazing Hilton Garden Inn West Palm Beach, please check for used condoms prior to getting a good night's sleep. Used condoms? Yes, this is my experience. When preparing for check-out and doing the final room inspection, much to my wife's dismay, she found a bright red, used condom wedged in between the bed and the night table. Honestly, that wasn't even the most upsetting thing. Since this was the end of our stay, we didn't want to make a big deal out of it, we just wanted to make management and housekeeping aware of it. This is where the biggest problem occurred, with the front desk staff. We explained to them what we had found in the room. The on-duty manager, Amrit Hoffer (official title: general manager), came out to speak with us. Much to our shock, she told us the following (slight paraphrasing involved): 'I have heard all the stories before, so very many stories and this is just one more story. There is no possible way that condom was in the room when you checked in, least of all in the location mentioned, as all the rooms are thoroughly inspected before new people check in...' She was actually calling us liars! She offered no apology, no solution, nothing but excuses as to how this was our fault. We were totally blown away. This incident happened on July 10th, 2017. Before posting this review, I wanted to give the Hilton Garden Inn the benefit of the doubt and allow them the opportunity to rectify the situation. Within a week of returning from my vacation, I emailed the Hilton Garden Inn a similar letter. Within a day or two I received a response from Mari B (Corporate Guest Relations Specialist) saying they would get back to me within 3 business days. More than 2 weeks have passed and still no response. I gave them 24-hour notice before posting any reviews and as of yet, I still have not heard from them. To read the complete letter please click the following link: https://www.facebook.com/notes/peter-masi/the-great-hilton-hotel-condom-caper/103467557043380/ Peter