Hilton Garden Inn Philadelphia Ft. Washington

My recent stay at was delightful. The room was clean, comfortable, and well-equipped. The staff were friendly and attentive, always ready to assist. Breakfast was a highlight, with a good variety of options. While the Wi-Fi could have been stronger, overall, I had a very pleasant experience and would happily recommend for a relaxing and enjoyable stay.

Conveniently located right off the Pennsylvania Turnpike (Exit 339) and Pennsylvania Avenue. Large free parking lots with adequate parking spaces. Check-in process was quick and easy. Parking lot, lobby, hallways, fitness center, pool and rooms are all very well-maintained. Room was great. Lots of convenient options: microwave, mini-fridge, large TV with lots of channels, lots of outlets and USB ports, desk, iron, ironing board, adequate water pressure and efficient climate control system. All staff I encountered during my week-long stay were friendly and helpful. There were two elevators though it seemed like only one was working most of the time...had to wait a while at times for the elevator both going up and down. There is an optional $15.99 continental (juices, coffee, yogurt, cereal, bagels, bread, fruit, eggs, sausages/bacon) breakfast....which most other hotels, including other Hilton Garden Inns, offer for free. There is a gas station next to the hotel as well as a Dunkin next to that and a Starbucks next to that. Good alternatives for breakfast if you don't want to pay for their $15.99 offering.

The hotel looks nice but (1) the walls lack good soundproofing and the people in the next room were noisy and inconsiderate - the front desk clerk would not accommodate our request to move to another room; (2) the staff at check in and check out were unpleasant and unhelpful; and (3) only one of the two elevators was working while we were there. The staff that we dealt with on January 1, 2025 were kind, gracious, and helpful (bumped the rating up to two stars) but the staff on the two other days at check-in and check-out were not. "The Hilton Garden Inn PROMISE" plaque isn't worth the space it takes up on the wall next to the elevators - "If something isn't just the way you like it, simply let any hotel team member know and we will make it right. Guaranteed." Ha! It's more like, if something isn't the way you like it, we'll tell you all the reasons why we can't and won't do anything about it. We will not stay at this hotel again.

The hotel was fine for our one night stay in the area. Convenient location near major roads and easy to find. The lobby was bright and welcoming and clean, as was our room. The room itself (king size bed) was exceptionally large. There was a comfortable armchair for reading as well as a desk chair. Good lighting and ample outlets for charging electronics. Bed was fine. A/C was fine. Bathroom had plenty of counter space. One criticism is that a rubber shower mat should automatically included in the bathroom since the tub was very slippery. (There is a notice in the bathroom that they are available on request). Plenty of hot water , good shower water pressure.

The Service was the worst. This is what I sent to Hilton. The email is to address the issues I had during my stay at the Hilton Garden Inn- Philadelphia Ft. Washington. I checked in at 5:06 PM. Friday July 28th, when I arrived I was given the digital key on my phone. When I arrived at my room (205) I was able to unlock the room door using my phone. I left my room to go sit in the garden for a moment, when I returned to my room I could not unlock the door using my room so I went to the desk to inform the front desk person. He did a reset then. I went back to my room, it still did not work, so I had to go back again to the front desk. At this time I am given room keys. Once again I get to my room and the keys don't work. Finally in my room, I decided to get the sofa bed ready for when I decided to go to bed I would not have to do so. When I removed the sofa cushions I could see there was no bedding, so I called down to the front desk to get the bedding. Time goes by and I haven't seen or heard from anyone, so I go down once again to the front desk informing them of my request, and I was told they did not get the message. That night the 26th of July it appears they were short staff, so I patiently waited. Once I received the bedding, I proceeded to remove the cushions so I could get the bed readily. What I saw on that mattress was deplorable. I went back into the hallway to catch the young man who brought the bedding up to my room to show him what the mattress looked like, at that point he took a picture on his phone and sent it to the person at the front. I also took pictures which you can see in the attached. While they were deciding on what to do, I waited. They decided to put me into another room (210). They gave me the keys, I went back up to remove my belongings from room 205, but I decided I would look at rm 210 to make sure everything was okay. I opened the door to 210 only to find out someone was already in that room, in fact to my surprise when I stepped into the room one of the men was naked about to get in the shower. He gets dressed then the three of us go down to the front desk to find out how this could have happened. Remember I had one room from the beginning I was sharing (splitting the cost)with my cousin, and because of her disability she would have the bed and I would have the sofa bed. Finally they moved me to the fourth floor; however, they gave me two rooms instead of one, but I was told I would not have to pay for my room (419) to accomodate for the inconvenience. Now because I was originally supposed to share a room with my cousin I still had to pay half of the cost for room (417) so I did not get anything. The final straw, when I took my grandson to the hotel pool there was feces on the side going down the steps into the pool. Picture included in the attachments. This was the worst stay I have ever had, Hilton is said to be a 3.5 star hotel, based on my experience, I would go lower. Unsatisfied customer/guest