Hilton Garden Inn Oklahoma City Airport

“Terrible Customer Service - Room is good -”

I recently stayed at Hilton Garden Inn Oklahoma City Airport for a total of seven nights across two rooms. I’ll start by saying the rooms themselves were clean and comfortable—no complaints there. However, the customer service at check-in was extremely frustrating and set a poor tone for the entir… more

I recently stayed at Hilton Garden Inn Oklahoma City Airport for a total of seven nights across two rooms. I’ll start by saying the rooms themselves were clean and comfortable—no complaints there. However, the customer service at check-in was extremely frustrating and set a poor tone for the entire stay. Upon arrival, I provided my ID multiple times during the check-in process, which I understand is standard. After being checked in, I asked to use a luggage cart (which was sitting right behind the front desk) since I had quite a bit to bring in for a week-long stay across two rooms. I was told I would need to show my ID again to use the cart—despite the fact that I had just presented it more than once. At that point, after a long day of travel, I chose not to argue and instead made multiple trips—at least eight—to carry everything up to the second floor by hand. The front desk staff watched this happen and still did not allow me to use the cart without repeating the same ID process again. It wasn’t about the ID itself—it was the lack of common sense and basic customer service. When a guest is clearly checked in, has a card on file, and is unloading for an extended stay, this shouldn’t be an issue. Unfortunately, first impressions matter, and this interaction left a lasting negative impression. While the room itself was perfectly fine, the customer service experience was not. There are plenty of other options in the area, and based on this experience, I would choose to stay elsewhere next time.

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“Service with a SMILE might have been nice.”

When I walked up to reception there was no one there yet there were three people standing off to the side. After standing there waiting a few minutes two of them came over. The woman looked at me like why was I there. Then a man named Kurt (I think) asked if I needed help. It was a little after 1:0… more

When I walked up to reception there was no one there yet there were three people standing off to the side. After standing there waiting a few minutes two of them came over. The woman looked at me like why was I there. Then a man named Kurt (I think) asked if I needed help. It was a little after 1:00 and I was meeting a friend at 1:30. I asked if I could check in early. He said if I did it would cost $50 but I could wait until 2:00 and not pay. Ridiculous! I asked if the room was ready (since there were only about four cars in the parking lot). He said it was but it was waiting to be inspected! So, I had to call my friend to tell her I would be late. Then when I said something about breakfast being included I was told it was not! According to him, I had booked online. I did not to my knowledge. I always call the hotel directly because you usually get a better price. This man was rude and not accommodating at all. So, I had to call my friend and tell her I had to wait 45 minutes before I could check in. I know check in is usually 3:00. But at this hotel if it is after 2:00 you can. Before that it is an extra $50 though I was not shown that in writing. Service with a smile might have made this guy more tolerable. Thank goodness he didn’t work the whole weekend. An evening manager whose name I did not get was much more pleasant!

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