Hilton Garden Inn Elizabethtown KY, Elizabethtown

Exceptional

Horrible costumer service.

Liked: The bed was comfortable and the hotel was very clean.
Disliked: I had a shower head fly off and hit me mid shower. I remained relaxed about the situation as it wasn't the staffs fault, they switched us rooms and said we could have anything we'd like to make up for the inconvenience. Then they said they could not refund us any money bc we booked on booking.com instead of through them. So I just asked they give us a discount on dinner at their restaurant and they said they couldn't do that either. They said they best they could do was give us some free snacks. We didn't complain (never received the snacks). We went to the hotel restaurant and sat for 40 min with nobody taking our order. The waitress came to our table three times saying "has anyone taken your order yet?" Each time we'd laugh and say no and she would walk away. Finally we stopped a different waitress to place our order. She came back a couple min later and said they could not accommodate my sugar free drink needs other than water. I was okay with that. Then she said everything we had ordered for dinner was out of stock and the only thing available was fried food. So we asked to speak to a manager as the entire experience had been terrible. She never got one so we went to our room and called to request a manager. Never got to talk to one. Instead they sent two salads to our room (which we were told they didn't have) but failed to even send salad dressing. I'm okay with mistakes happening. We're all human. My issue is even after the mistakes, absolutely nothing was done to make it right. I contacted booking.com about it and they said they tried to work with the hotel to make it right for us and the hotel was not accommodating. I'll never stay here again.

Exceptional

Exceeded expectations, super clean, super...

Liked: I loved the coffee in room. I’ve noticed in most, the brand of coffee was off brand and gross. The coffee creamer was also a good tasting brand. Really appreciated that
Disliked: Extra blankets and/or pillows

Exceptional

Liked: Room was huge, clean and comfortable.

Was a pleasant experience

Liked: The room was clean. Beds were comfortable. We had a walk in shower and was very clean. It is close to several restaurants. The staff were very friendly and helpful.
Disliked: Location.