Hilton Garden Inn Springfield in Springfield, MA

My family and I have been coming to this hotel for over 15 years, but this place has taken a steep downhill decline lately. For starters, as others have mentioned, the music coming from the UNO pizza restaurant is excessively loud. Like, heavy metal concert loud and completely unnecessary. It made it very difficult for our young children to sleep. In the parking lot closest to the railroad track and/or behind the property, we personally witnessed drug deals and people making deals for prostitution. This has never been a problem, but I can only imagine that the continued decline of Springfield coupled with the massive weed store that was built has only further contributed to the clientele here. You can also smell the weed when you walk outside. There is a security guard the sits on his phone at the front desk guarding the door after hours at night, which also was never necessary, but apparently is now. Breakfast in the morning is $16.95 and if you are Hilton Gold or Diamond, only $10 of this cost is covered. When you consider what is offered on that breakfast bar for $16.95, it’s pretty outlandish. When we were there, they were out of all sausage. This left them with bacon, breakfast potatoes, and something that resembled scrambled eggs for warm options. We were pretty disappointed. The hotel is on the more expensive side, probably a result of the traffic on weekends from the casino. On the positive side, much of the staff was kind and helpful. However, our family has already decided that for future visits to the area, we’ll stay at the Hampton Inn down the road instead to avoid the loud music, costly breakfast, and other issues.

Meets expectations for the brand, everything as it should be. Cannot get closer to the Hall of Fame. Very convient. Had a drink at the Chicago Grill while listening to the live music, very pleasant way to spent some evening hours before our Hall of Fame visit the next day.

Extremely disappointed with this Hilton facility. The issues with our room included that the vent fan in the bathroom did not work and whomever chose the coloring in the room didn’t think how having a dark purple motif throughout the room would affect the room, it was foreboding and uninviting. Most upsetting of this stay was the quality of the food service. Their website states they have an onsite restaurant. The hotel is next to a UNO Pizzeria and Grill and a walk to several other options in the Basketball Hall of Fame. They do offer breakfast, although on both days we had breakfast, the food in the chafing dishes was cold and unappetizing. I have come to expect more from other Hilton products, unfortunately this facility failed to achieve that status.

We stayed here for a visit at the basketball hall of fame. We had a spacious room at the corner with king bed and has a double door. Place looks it needs updating for the carpet and new wall paint as it was teared. I dont know if the staff are thinking “it is not my job” but there was a puke on the entrance and the dining area and i saw a staff just in here phone so.. that says something. Anyways, the stay was nice overall4 star and i used the gym which is neat and clean

I decided to stay at a Hilton hotel for the first time when I found out that I was able to obtain a virtual key to use for all areas of the hotel, and to avoid a trip to the front desk for check-in or to check out. I was planning on coming on a late train, so this would make life much easier. I did book the reservation through my credit card rewards portal so that I could prepay for the trip and to redeem points in order to save money on the trip, but it synced to the Hilton app just before the trip for check in. It asked for my credit card for incidentals, which is normal, so I put my card information in the app. The process went smoothly until I saw a pending charge to my card for roughly $458 during our stay that was later posted after we checked out. We took two water bottles from the room and charged a box of Advil from the lobby store to our room, which I’m sure did NOT cost that much. I asked the desk for a copy of my folio for the incidentals at check out, to which she was unable to provide since I booked through a third party. I understood I wouldn’t be able to receive one for the room, but I should have been able to get one for the waters and Advil. I never received any email copies or anything from Hilton. We checked in for a two night stay on the 22nd of September and left on the 24th, and I reached out to Hilton’s customer service as soon as the charge was posted to my account on the 26th, and I have not heard back from anyone since. I am absolutely discouraged that a hotel that has hair on the ceilings and peeling wallpaper in the rooms is attempting to charge me more money than what I already paid for in advance for no reason. When I called the hotel to inquire about the status of my refund, I was told that the manager was on lunch and then, as soon as they were back, I would receive a call, which still has not happened. I would have loved to continue staying with Hilton for the idea of convenience, but due to their lack of customer service, I’ll be looking elsewhere for future stays.