Hilton Garden Inn Merrillville

On the road west in a heavy rain storm we decided enough was enough and looked for a Hilton property on our route. We found Merrillville had a Garden Inn and a Hampton. We chose the Garden inn specifically because it had a restaurant and we like to start long driving days with a full breakfast. Before checking in I specifically asked if they were serving full breakfast the next morning and I was assured that they would be. The desk staff was friendly, the room adequate but nothing special. Bed was soft for me, but I slept till the alarm and got moving. Arriving in the lobby I was informed that there was no hot breakfast but there was continental available. The Continental consisted of stale bread and still frozen danish, no fresh fruit unless you count marble sized bruised apples and hard oranges, essentially inedible. I explained my situation and asked for an adjustment and was turned down. That afternoon I called asked to speak with the manager and got voicemail, asked for a call back which never came. The staff and management here fails to understand that they are in the hospitality business and that there are plenty of options. I certainly will never return and advise you to consider if you want to stay at a property that is managed by personnel with such little regard to your comfort or for that matter the truth.

Perfectly nice, clean hotel, with comfortable beds. My room was quiet. I found the staff very pleasant. BUT even though they advertise a restaurant, don’t expect one. The bar tender (when she has time) can cook you a burger or warm up some pizza, but that’s about it.

As with all Hilton properties the hotel was beautiful and very clean but my experience was this particular Hilton property was just horrible and shameful to say the least. This was in whole due to my encounter with their front desk worker Nancy. From the time I arrived I was met with horrible customer service, rudeness and plan out disrespect when I asked a question about my reservation modifications. Nancy was condescending and nothing like the great service me and my work crew have been met with while staying in other Hilton properties. My company has a 13 man crew here to work for 4 months. The second I was met with this lack of customer service and disrespect I immediately checked us out from my app and found lodging at a different Hilton property close by. I value customer service. If you value your hard earned dollars and customer service then this is not the place for you.

Stayed at this location for my sister’s birthday. We had a family dinner and then my brother, sister and I stayed in the room. I had to leave really early for a meeting but I was scolded by the old over weight caucasian lady at the desk that sits for the majority of her shift. She repeated asked me if I was staying in the room with my brother and sister. I confirmed that I was and in a very accusatory tone she said “in a king bed”?? I explained that the one king bed was only room type available at the time of booking, and we were just there for one night and we would make it work. She never offered waters or gave me the over view of the hotel. She made me one key and then I had to rush out to pick up a gift for my sister. When my brother and sister left the next morning the rude and abrasive lady scolded them on whether I stayed in the room or not. We received no complaints nor were we disruptive in anyway. So why was she coming to ask this question if I’ve already explained it to her? She continued to scold my siblings until they just decided to stop answering Her accusatory questions and left. The room was paid for with no issues. I can see from previous reviews left on the hotels website that I am not the only one that has complained about this disrespectful, slovenly human being. She should not be allowed to interact with guests as Guest satisfaction is not her First priority. Maybe retirement is the best option for her. ( just a suggestion) This hotel does not have enough amenities, nor is it up-to-date enough to have disrespectful employees at the front desk. I hope her employment is worth all these negative reviews.

It’s 4:34 a.m. I traveled from California yesterday, a day that started around 3:30 a.m. When I finally got to the room all I wanted to do was crash and get some much needed rest. Nope. I find myself so frustrated that I sit here at 4:34a.m. Writing a review. I book at Hilton, hoping for consistency. You just don’t know what to expect while traveling and I only ever need just two things. I need it to be clean, and I need a comfortable bed. This may be the most uncomfortable bed I’ve ever slept in. It’s like trying to sleep on a bag of wet sand. My body aches right now. I’m absolutely exhausted. I’ve paid for a bed that is literally hurting me. Where are the standards? Where is the consistency? Do NOT book this place. You will regret it.