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November 2024 by Milton Marshall
Very few people staying here. Breakfast buffet was good. Most staff were friendly and helpful. Not much nearby for restaurant options unless you have a car.
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November 2024 by Zane Plumley
Nice place. Good amenities. Easy location to get around.
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October 2024 by Danielle Peak-Green
Room was very nice and clean, and the price was great compared to other hotels.
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October 2024 by Ted Pierce
Thanks Pamela! for getting me checked in after I had made a mistake with booking, clean and convenient. Will be back.
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October 2024 by Rob Carey
Absurd Policies and Rude Staff at Hilton Garden Inn Amarillo
As a Lifetime Diamond member, I’ve always been impressed by Hilton’s commitment to service. However, my recent experience at the Hilton Garden Inn in Amarillo was both disappointing and absurd. I’m from Florida and was dealing with the aftermath of Hurricane Milton, which made travel difficult. Hilton has a global policy that allows travelers affected by emergencies like hurricanes to have their room and tax waived if they need to fly home. This particular hotel, however, completely disregarded that policy.
I booked a room at 5:30 AM through the Hilton app because I initially couldn’t leave Amarillo. When I arrived, the room wasn’t ready, so I used the public restroom to change clothes. Shortly after, I received a call that a flight back to Florida had become available due to the airport reopening. I went to the front desk to cancel my room, and it seemed like everything was processed. However, when I checked my app later, the reservation hadn’t been canceled. I called to resolve the issue, and this is when things took a bizarre turn.
The front desk staff, who had been pleasant earlier, suddenly became rude when Hilton Guest Assistants tried to mediate the situation. The representative refused to cooperate and insisted to Hilton, not me, that because I had changed clothes in the restroom, that counted as 'presence' at the hotel and therefore, I couldn’t cancel the reservation. Honestly, I’ve traveled extensively and never encountered such a ridiculous policy. Since when does using a restroom equate to staying at a hotel?
Despite my Lifetime Diamond status and Hilton’s policy for emergencies like Hurricane Milton, the hotel staff stubbornly refused to budge. They weren’t fully booked, so there was no valid reason to refuse the cancellation. It felt personal, and while I don’t want to assume, I can’t help but wonder if there was an element of bias involved. The way the staff switched from accommodating to unreasonably stubborn was beyond belief.
Fortunately, Hilton Corporate stepped in and did the right thing by refunding me. But I shouldn’t have had to escalate the situation to that level. It’s absurd that the hotel would stand its ground over something as trivial as 'presence' in a restroom, refusing to follow the global policy that exists to help travelers during emergencies.
If this hotel operates with such absurd policies and treats guests so poorly, I can’t recommend staying here. There are plenty of other hotels nearby—Staybridge Suites, Embassy Suites, and SpringHill Suites—that would likely provide a much better experience. Hilton Garden Inn Amarillo’s decision to dig in over $118 while they’re set to lose thousands from a colleague of mine who’s canceling 35 room nights due to this situation shows a complete lack of business sense. Their emotional intelligence and customer service leave much to be desired.
In short: avoid this hotel if you value reasonable policies, good service, and common sense.
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October 2024 by blue sky
Had double queen room. Room is big as it has a seating area. You would want to get 3rd floor. Elevators operated fast. Nice lobby. Good value for the money (paid $130 per night). Although it's right off I-40, I don't hear any noise which is quite nice. 5-10 mins drive from various restaurants.
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October 2024 by Teresa Hartman
It was a really nice room, except for the tub faucet was broken but it still worked. There was a fan in the bathroom but no way to turn it on. The guy cooking the eggs and omelettes was a little rude at first but warmed up. Everyone else was very friendly
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October 2024 by stefanie forgey
Large room and tiny bathroom
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October 2024 by Jan Micheler
Clean and well-kept rooms. Friendly and helpful staff. Well located on the interstate and close to daily necessities, etc. Still quiet rooms.
You are welcome to stay here.
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September 2024 by Hugo Perez .
Very poor customer service, i would not recommend this place to stay at all.
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September 2024 by Wale Ogunoye
I came to check out the Hotel, Crestina who was working at the front desk was so nice and went above and beyond. I truly appreciated it
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September 2024 by Jads Lock
This is definitely not up to standard Hilton Garden Inn quality. I'm not sure if it is the location but the hotel was well worn and not very clean. I paid a high price for a low end experience. The people were nice, but the hotel needs a lot of work. Bathroom leaks painted walls horrible patching, broken tile, things just barely working. For the price, I would look elsewhere.
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September 2024 by G Bravo
Make sure you don’t accidentally leave any belongings in your room!!
My husband stayed here for a week and forgot his expensive sneakers.
I called 3 times with front desk telling me they would return my call and they didn’t.
Finally forth call, I was told no items were found in the room. Very strange.
I expected a higher level of service and integrity from a “Hilton” hotel. Never again.
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September 2024 by Carole B
This Amarillo Hilton Garden Inn has gone far downhill! We stayed there for a few days at the end of June thru early July 2004. It was 100 degrees in Amarillo, and they didn't have the A/C on in the lobby or the hallways. That hot air created an environment full of flies. Yuck! We had to go into and out of our room quickly to keep flies from getting in our room. Also, housekeeping throws all of the rooms' dirty bedding into the hallways along the wall. They stay there most of the day until the late afternoon. That seems extremely unhygienic and unsanitary. We are diamond members, and when I complained to Hilton, they simply sent me a no-reply email saying they would try to do better. Seems doubtful given the scope of how disgusting it was. Thanks for nothing Hilton. We will NOT be staying there again.
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September 2024 by Karen
Absolutely horrible. Rooms were filthy and overpriced. The employees acted like we worked for them and it was an honor to be granted a room.
