I do not recommend this hotel based off of the customer service. My family stayed here Valentines weekend. When we tried to check in it would not let me load a digital key, when I went inside to check in no one came to the desk to check me in. After I wandered around and found someone they finally came to check me in. There are many tables set up in the lobby, people worked on laptops and ate outside food there the entire weekend. My husband picked up a to go order for our family and when we sat down to eat in the lobby, they kicked us out of the lobby telling us that it was for the hotel restaurant. There about 15 tables (they are not in a restaurant area they are scattered throughout the entire lobby) and one table had people sitting at it. There was no reason not to let us sit at a table and eat, especially when we had seen multiple people sit there all weekend. The signs say they will refresh your room every other day. Housekeeping came in and gave us fresh towels once, but si not empty the trash, make beds, or do anything else at all.

Our family of 4 (including kids ages 9 and 4) lost power for 5 days because of the ice storm in Nashville and stayed here that whole week with the dangerously cold temps. There was a large influx of people and dogs at the same time who were dealing with the same issue. When we checked in we met Zeek the general manager and continued to see him throughout the week. He was calm, kind, and welcoming in a stressful situation. All of the staff displayed a patient, generous, and eager-to-help attitude. Many of them were staying at the hotel themselves. We were so thankful to have hot coffee and breakfast options every morning and for simple dinner options at night. There are also food options nearby, and we enjoyed Roma’s pizza twice during our stay. Housekeeping was stretched thin at the beginning of the week but were as accommodating as they could be. We appreciated Zeca’s friendliness and for grabbing extra linens when we needed them. There is an indoor pool that we took the kids to every day and were so thankful for the option to get them out of the room for an activity. Our room and the whole facility was clean and well managed. We are appreciative to everyone and would 10/10 recommend Hilton Garden Inn??.

We had to stay at the Hilton Garden Inn unexpectedly due to the ice storm and losing power at home, and I honestly couldn’t have asked for a better place to land during such a stressful situation. From the moment we arrived, the staff was welcoming, calm, and incredibly helpful which made all the difference. The hotel was warm, clean, and comfortable, and it felt like a safe haven while everything outside was frozen and chaotic. The rooms were cozy, the beds were comfortable, and having access to hot water, heat, and a friendly smile meant more than I can put into words during a time like that. It’s easy to forget how much great hospitality matters until you really need it and this team truly delivered. I’m beyond grateful for the kindness and professionalism shown to us and would absolutely recommend this Hilton Garden Inn to anyone, whether for planned travel or an unexpected emergency stay. Thank you for being a bright spot during a rough ice storm!

We spent 1 night. We were greeted by Dawn who was pulling double duty. She was working the front desk and tending bar. She was polite and helpful. The property was also very well appointed and very well maintained. We were surprised at how quiet it was right off of the highway. Although we didn't use it, the pool was operational and kept very neat. There are additional guest restrooms available throughout the facility. Parking was included in our stay. There is no guest hot tub. If you are looking for that you should book a jacuzzi suite, which we did. The whirlpool suite was well appointed and very functional. We had adequate hot water and towels. The only drawback was the shampoo and body wash was bolted into the shower in the bathroom. The breakfast option in the morning looked fantastic but we did not eat there. I feel compelled to write this review, as I believe that previous guest's recent experiences naming Dawn were finite circumstances. During our stay she was the highlight of our guest experience.

Room was large, clean and the beds/pillows comfortable! Great shower, large bottles of shampoo and conditioner as well as lotion. My only complaint is that breakfast should be complimentary and not $10 per person. Pet friendly is awesome as well. I would stay here again for sure.

Had to stay here for a stay and play tournament. I’ve stayed at many Hiltons as an Honors member and many Hiltons as a guest for a tournament with many great experiences. This was not one. One of the staff members was hostile from the first night when kids arrived, excited to see each other for first time after 9 hour drives or flights. I had bought food for my son and I to eat and was told we were not allowed to eat in the Lobby, so forced to eat in our room. We followed their rules. We made sure all kids were in rooms before quiet hours at 10 to make sure we didn’t have issues, and kept them to the pool area during normal hours to keep them out of halls. During our team party on Saturday, we were in the conference room they let us use, with 11 year olds playing silly games. Party was from 1:00 - 3:00 in afternoon. At 2:30, cops were at the conference room telling us we had to leave the hotel. Our entire team, with parents with infants and siblings and grandparents along with the 17 players. No warning. We weren’t allowed to speak with the staff and most couldn’t get their bills from front desk. No compensation, no warning, and no explanation beyond police saying they could make us leave for any reason at all. Seemed to be one lady at front desk that had an issue with us for some reason. So dissapointed to travel that far and forced to use a hotel, only for them to treat us horrible the whole trip and force us to leave during our party right before we had to leave for a game. Please book another hotel if you are forced to use by a tournament. They do not want your kids at their hotel. Hotel we moved to was amazing and so accommodating for our last night. Wish we had been there the entire trip. First time leaving a negative review for a Hilton trip and very dissapointed with the experience.

Hotel staff is TERRIBLE. They called the police on us for SITTING IN THE LOBBY after 10PM. Not once did they ask us to be quiet (WE WERE NOT LOUD) in fact, the hotel staff was trying to help us find the remote for the TV AND TRYING TO TURN ON THE FIREPLACE. Stay anywhere else NOT HERE. Debrorah and Hope are the front desk staff. Absolutely terrible people. To respond to the generic review from “the owner” The staff was never left “unsafe”. We were just a group of adults sitting at a table and talking. If you correctly read my review, you would know that we were NOT being loud and Deborah- the front desk staff- was offering us the remote to the TV and asking if we would like the fire place on. There is no justification for what happened. The staff clearly had an issue with a hockey team being at the hotel. Keep in mind you guys are listed as a stay to play location for hockey teams. If you do not want hockey families there DO NOT AGREE TO HOST THEM. We have been to MANY Hilton hotels for hockey and this has never happened. Your response as “the owner” is garbage.

Overall the hotel room, service, and location is good. But the customer service from their bartender is TOP NOTCH!! Dawn was absolutely wonderful. Every night of my stay I spent my evening at the bar with Dawn. Dawn is such a likable and funny person. I watched her treat every patron like the we’re family. I usually come into town once a month and from now on, every stay will be at this hotel as long as Dawn is there. After a hard day of work meeting or a long road trip, Dawn is the person you want to see to lift your spirits.

Hidden Parking Fees & Terrible Customer Service First of all, I didn't have a car for my stay... Used Uber/Lyft to and from the airport. At check-in, I provided my credit card for incidentals (my room was fully prepaid), but no one asked whether I had a car or would be parking on-site. If you’re going to charge a parking fee, you should probably confirm whether the guest even has a vehicle!! After my stay, I noticed a $21.96 charge from Hilton. I immediately called and was told it would be refunded to my card. A month later, I still have not received the refund. I have called four times, and each time the guy at the front desk has been dismissive and extremely rude. The staff member repeatedly blames my credit card company for “processing delays,” cuts me off when I try to talk, and will hang up on you. This has been the absolute worst experience I've had at a hotel. A simple billing mistake has turned into weeks of frustration due to poor communication and complete lack of customer service. At this point, I’ve had to report the charge as fraudulent to my bank since the hotel clearly has no interest in resolving the issue. Will never stay here again.

Rooms where not clean dog food in the floor, hair in the bed, bug of some sort on the desk in the room, window blinds didn’t open ants where all in the lobby on furniture and floors, bathroom ceiling in shower was peeling off, a/ c didn’t seem to work very well General Manager Zeek had a horrible attitude when we told him about everything was going on if you ask me $183 x (12) for one night is insane I seem to have the hardest time contacting someone from corporate I felt my room should have been disconnected or something due to all the inconvenience and the manager did nothing to accommodate us!!! By the way we will never be back!! If I could rate this hotel a zero star I would!!