Hilton Garden Inn Albany Medical Center

The instructions on where to park or how to get there are very unclear, especially for anyone visiting for the first time, we had to circle the adjacent blocks several times before learning where to park. The pool and pool area were decent but lacked a little care. And most importantly, early morning of day 2, while I stepped down to grab a coffee and left my wife sleeping, room service barged in and scared her out of her sleep, usually we place the “do not disturb” sign on the door, but the room did not have one available. And to add on, after getting the call from my wife and attempting to return to the room, my room key stopped working for the elevator and room door. When I called the front desk to discuss both issues, the person on the other side had no interest in our issues or fixing them.

Lightbulds were out ,didn't clean toilet, no shampoo bodywash or conditioner..had problem with door key multiple times..

The rooms are so small compared to your Homes2 suites locations, and cost more.

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Jackie the breakfast hostess told me I could not charge the meal to my room although the other nice lady had no problem before. I also know this is standard practice. She told me it was $15. and that's what I had in my pocket, but not the tax, so I had to go back upstairs for my wallet.
When I went to pay for my breakfast afterwards, the people in front of me said to put it on their hotel tab which she did. I waited my turn and asked her why she had (extremely loudly) insisted on misinforming me which she in a very loud and threatening tone and demeanor said she did not.
I do not know why she singled me out, especially when people who are there are in a fragile state, as my brother was dying in hospice, but her very memory makes me shiver. I have NEVER been treated like that.
I usually let slights pass as the world is full of outraged people, but this was too bizarre and unnerving

There seemed to be a bit more hallway noise with hearing doors slamming shut than I have ever heard before.

My 8-year old daughter and I checked in and left for dinner and a concert. We returned to our room at 9:15 to change to swim for 15 minutes. We went to our room after swimming to change and get down to the restaurant to get food. We left the restaurant at 10pm. Got up to our room and found we had the wrong take out order. Ran back downstairs to swap it. The fire alarm went off at 10:10ish. We had to evacuate and luckily I grabbed my keys so we could sit in the car. After 30 minutes guests were let back in but they couldn’t get the alarm (with flashing strobe light) to turn off. We waited in the car until 11pm. After trying to speak with the gentleman at the front desk and being told to talk to the Lieutenant of the fire department, who happened to be standing behind us, We made a decision to go home. My daughter was terrified and I couldn’t handle anymore flashing lights (due to medical issues). The guy at the front desk not only ignored me when I told him I was checking out but had the audacity to just wave to me. I then had to pay $30 to get out of the “free parking” lot. We got home just after 1am.

This morning I called the location and was told Hilton doesn’t offer refunds because of emergency situations. There wasn’t an emergency, their sprinkler system was faulty causing the alarm to go off. I was asked to leave a voicemail for the manager (who was incredibly friendly when we checked in but had left around 6pm.) Tonight I still hadn’t heard from management but did receive a bill for the room I could not stay in.

I highly recommend that you avoid this particular Hilton if you are planning to travel to downtown Albany.

I also now have a daughter that is terrified of hotels. 😢

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