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Reviewed 24 June 2021

I booked my family vacation through your Hilton honors at a hotel that I thought was the Island House Hotel but instead it was the garden hill location. When I checked in I realized it was the incorrect hotel. I then called Hilton honors who then connected me to the front desk of Hilton inn. I attempted to explain the situation to the general manager and that’s where things went left. I was advised I would have a beach view on a high floor. Instead I was given room 206 which was facing the pool with a huge sand dune that blocked the view. When this was shared with your general manager she implied that I just wanted to cancel because I did not get a beach view. Her tone was sarcastic and condescending. She lacks diversity training because when you are in the service industry skin color should never be an issue. She then stated it does not matter because my credit card was declined. Well that’s GOD looking out for me as I used the same credit card to book my stay at the wonderful Island House hotel from June 17th through June 23rd. What a difference in service. The looks that my family received when we walked in ensured that I will NEVER BOOK AT YOUR HILTON INN. Additionally you may want to invest in upgrading the dingy rooms and entrance.

Date of stay: June 2021
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Review collected in partnership with Hilton Garden Inn
Thank caroleleaks
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Online Concierge, Owner at Hilton Garden Inn Orange Beach Beachfront, responded to this reviewResponded 25 June 2021

Hello, Carol. Thank you for taking the time to share your experience with us. Systemic racism and racial injustice exist in every facet of American society.
Innisfree Hotels is committed to advancing racial justice in the workplace and the greater community. We acknowledge the historical legacy of inequality, violence, and fear that persists in America. Innisfree Hotels will use an evidence-based approach to effect change that is sustainable by embedding inclusion in every facet of the organization. We are committed to modeling the way from the top-down, ongoing training, evaluation of effectiveness, and continuous improvement to ensure racial justice and fairness are consistently reinforced. We will learn more about your experience here and have forwarded your message to our Management team. If you would like a member of our team to reach out please send us your contact info. ~Jessie

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 8 June 2021

We enjoyed our stay at this hotel though the check in process was a bit hectic. Digital Keys/Check-in was not working and the front desk was overrun with people. A bit of confusion as to which rooms were actually cleaned and ready for check in.....Nykeria from the front desk was extremely helpful during a very busy Sunday afternoon and Housekeeping manager Neandraia was so sweet to my 2 children and even helped us with our belongings to our room. This HGI has a decent size pool, hot tubs, tiki bar and is just a short walking path to their private beach. We used the beach chair & umbrella service our last day and made our time on the beach even more comfortable.

Breakfast was a breeze in the morning thanks to the twin ladies working the breakfast station. Our omelets were tasty and we enjoyed being able to still pull items from the buffet, with everything individually wrapped and sanitary. We've had to ask for extra towels, extra garbage bags, and shampoos/conditioners during the trip and everyone has been extremely accommodating. Just wish the lobby restaurant was open for lunch/dinner. Would definitely return again in the future.

Date of stay: June 2021
Thank goldfish700
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Online Concierge, Owner at Hilton Garden Inn Orange Beach Beachfront, responded to this reviewResponded 8 June 2021

Thank you for taking the time to review your recent stay here at Hilton Garden Inn, goldfish700! We are so glad you and your family had a wonderful getaway here with us and hope to see you back again soon! ~ Jessie

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Reviewed 8 June 2021

Do yourself a favor and steer clear of this hotel. The staff put me in a room and 20 minutes later assigned a man to the same room where I was walked in on BUTT NAKED, yes. 25 year old female and I was alone in the room. DO NOT STAY HERE. Horrendous/unsafe

Date of stay: May 2021
    • Value
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Review collected in partnership with Hilton Garden Inn
Thank 505jordyns
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Online Concierge, Owner at Hilton Garden Inn Orange Beach Beachfront, responded to this reviewResponded 8 June 2021

Thank you for letting us know about your recent stay here with us, 505jordyns. We profusely apologize for another guest being assigned the same room as you and they walked into your room unexpectedly. We hope to welcome you back here for another getaway and show you how we have improved our customer service. ~Jessie

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Reviewed 7 June 2021 via mobile

As a Hilton Honor member, I expected more with this visit. Rarely do we have a bad experience in Hilton hotels. Unfortunately it ended on a bad note and I can’t recommend this hotel. The hotel itself is clean and nice. The rooms were well taken care of and the beach location was great. Breakfast was good and servers were friendly. But the front desk and management was not. We were charged for breakfast after I was assured that we wouldn’t. The hotel balked after I disputed that with my Hilton credit card. We had to cut our vacation short one day and gave them a 2 day notice and they would not give me the points back. We just weren’t impressed with how they handle members.
Next time we’ll stay at the Hampton inn or another chain.

Date of stay: April 2021
Trip type: Travelled as a couple
Thank cindyr918
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Online Concierge, Owner at Hilton Garden Inn Orange Beach Beachfront, responded to this reviewResponded 7 June 2021

Thank you for taking the time to share your experience about your recent stay at our hotel, Cindy. As a Hilton Honors member, you are among our most valued guests. We strive to provide gracious, engaging, and caring service and sincerely appreciate your feedback and we're very sorry you were unhappy. We will take your comments under consideration as we continually work to improve our guest experience. We hope you will consider staying with us in the future. ~Jessie

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Reviewed 3 June 2021

Upon arriving and checking in (which had its own issues) my wife noticed the tile floor from the bathroom to the door had a very sticky syrup like substance on the floor. It looks like a garbage bag was leaking and instead of mopping they just tried to vacuum the room. Wasn’t thrilled with the $600 a night stay but that’s what you get when you book last minute for Memorial Day weekend so I don’t completely fault them for that. I mean I’m the sucker that paid it lol.

Will say the beds were very comfortable.

Date of stay: May 2021
    • Value
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Review collected in partnership with Hilton Garden Inn
Thank brennanadamek
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Online Concierge, Owner at Hilton Garden Inn Orange Beach Beachfront, responded to this reviewResponded 3 June 2021

Hi, brennanadamek! Thanks so much for letting us know about your recent Memorial Day getaway here with us! We are so glad you enjoyed your comfortable beds. We have been affected by the same short staffing as the rest of the nation. We appreciate your understanding and look forward to hosting you again in the future. ~Jessie

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