Hilton Garden Inn Bristol

Nice property but renovations were being done the entire time. Covered our window with plastic and painted outside. Could not see out.

I like that our room is on the main floor. Like that the event bus comes to the hotel.

All the staff at this location are A+
They go the extra steps on the little things such as information about local food or assisting me when I had trouble accessing the WIFI.. I always stay here when I stop on my way to visit family in Knoxville.

Everything except no a/c or ventilation in the bathroom.

Was nice and clean

A lot of area , to sit inside and out
Like pantry

Lots of areas, to relax in

It was a good stay. I slept well.

Comfortable beds. Quiet room. Breakfast costs extra so we did not partake but there are many restaurants nearby. The shower has very good water pressure. The bathroom mirror has mold (or dirt?) along the bottom of the frame, probably from humidity. The pool is indoors, small, and very cold! The t.v. internet connection and wi-fi seemed "fair".

It was clean and employees were friendly.

The floors in the first room were filthy and the coffee station counter top had dried up coffee spots. The room we were moved to was marginally clean, but the shower control allowed for either off/extremely hot/scalding hot.
In both rooms the comforters were very worn.
The floors in all common areas were dirty as well.

I rarely leave negative reviews, but this experience was so disappointing that I feel compelled to share it.

My daughter's high school softball team was playing in the state semifinals, and we had reserved two nights at this hotel. On the day of check-in, I explained to the front desk that we would only need the second night if the team won their 10:00 AM game the following morning. The front desk associate told me that, if possible, they needed to know by noon whether we would be staying the second night.

Unfortunately, the team lost. It was an emotional end to a remarkable season, and the girls understandably spent time after the game crying, consoling each other, saying goodbye, helping with equipment, and figuring out transportation back to the hotel. As a parent, my priority was allowing them the time they needed after such a heartbreaking loss.

Had I rushed everyone out immediately after the game, I could have made it back before noon. Instead, I arrived at the hotel around 12:15 PM and was briefly stopped in the parking lot by another parent as we reflected on the season and said our goodbyes. I walked into the front desk at approximately 12:20 PM and explained the situation.

The employee I spoke with seemed genuinely understanding. She asked for my room number and said she would speak with her manager while we gathered our belongings. A few minutes later, she informed me that the manager would not allow us to cancel the second night and that we would be charged the full $300 because I was 20 minutes past the requested noon deadline.

I was stunned. There was absolutely no flexibility, empathy, or consideration for the circumstances. It is difficult for me to believe that a room became impossible to rebook because I arrived 20 minutes after noon. What was most disappointing was not the charge itself, but the complete lack of compassion.

My family participates in travel sports year-round, and we frequently book hotel blocks for teams. Because of this experience, I will not stay at this property again, nor will I choose a Hilton property in the future. Hospitality should involve more than enforcing policies to the minute, it should also include understanding and empathy when people are dealing with real-life situations.

This was a heartbreaking day for a group of young athletes, and the hotel's response only made it worse.

Everything space friendliness, comfort everything was 100.