This horrific experience occurred this past weekend, January 26-28. We were advised prior to our arrival at the Hilton Garden Inn by family who had checked in earlier that the hotel had NO hot water. On arrival late Friday afternoon, we asked about problem and was told that heater had been fixed and that water was being warmed and would be hot later that day. This turned out to be a complete lie! When we called the front desk the next morning at 730 am after finding only a cold shower, we were told that the heater had not been fixed but that plumbers had been called. We checked back to the front desk mid-morning and were told the plumbers were still coming but hadn't yet arrived. We checked back again early afternoon and was told the heater would not be fixed until two days later. Apparently parts weren't available until then! I asked for our rooms to be comp'd but was only offered a free buffet breakfast and a $50 one night discount. I told the front desk manager Rick Ring that was not adequate given that I was told on check in that the problem had been fixed and that front desk staff lied to me. Ring responded that $50 was the maximum discount he was authorized to provide. I asked Ring to speak with the general manager Catlin Naser who was off site but access was denied stating he wasn’t available. Hard to believe that the general manager couldn’t be contacted if there was a fire or worse! I asked without hot water how did they clean dishes, etc. used for breakfast which was to me a sort of a disgusting, unhealthy thought. I mentioned that I led a group of ten families who had stayed at the hotel before and would now would not return but that didn't matter. I am a frequent traveler. What I have encountered problems like this in the past, my rooms are always fully comp'd and alternate hotel, which is also covered by the hotel without the hot water, is offered for the stay. Feels like the owners of this Hilton Garden Inn are dishonest or have gone cheap and don't understand importance of good customer service. Or if they do value good customer service than there is a failure in the management and training of their employees. In any event, we with our ten rooms will not stay there again. We will seek reversal of charges through our credit card company. I will report the food health and safety question to Florida Health next week, when their call center will be available. With this review, we hope all will beware of this Inn until their management changes. Bad place and bad people. PS After posting this review, we witnessed another irate guest who “wanted his money back” which was refused by the front desk. He apparently had not been told at check that was no hot water. The shouting match went on for about fifteen minutes ending with the front desk threatening to call the Sarasota Police. With choices, why spend your money here? Honesty and integrity matter.
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