Hilton Garden Inn Hobbs

Everything

We stayed in Hobbs for one week due to my husband’s work. Although he worked all day, I was able to enjoy the hotel during our stay. Overall, the property was well maintained. The second floor was not noisy, unlike the first floor. Breakfast was not included with the stay. I tried it separately, and it was ok, nothing extraordinary. The gym was small but perfect for what I needed (there is a Peloton bike available).
The room was very comfortable and spacious. It included a microwave and mini fridge. The desk was very large, which allowed me to work comfortably during the stay. The bed was also very comfortable. The bathroom was fine overall, although part of the floor was coming loose and a lot of water leaked out from the shower; the shower door had a lot of hard water/lime stains on it (there are good cleaners that remove this instantly), although I assume it is due to the type of water in the area. However, overall we had a good stay here. Personal at the front desk and housekeepers were very very kind.

Staff are good

I travel every week for business and stay in Hilton properties across the country. Unfortunately, my stay at the Hilton Garden Inn Hobbs was one of the worst hotel experiences I have had in years.

The most concerning issue was the front desk service. An employee named Emma was incredibly unpleasant, difficult to deal with, and at times outright dishonest. After several uncomfortable interactions, I finally asked her directly if I had done something to offend her. Her response was essentially that if she was working the front desk, I should not even ask her for assistance. That level of hostility toward a paying guest is completely unacceptable at any hotel, especially a Hilton brand property.

The condition of the property was also extremely disappointing:

The entire fourth floor was under construction, with loud banging and movement continuing until around 7:30 PM.

Many exterior doors would not open with the room key, making it very inconvenient when parking on the side of the building.

The indoor hot tub was green, clearly indicating poor maintenance.

The pool was not operational.
In my room, the bathroom tile was coming up, which reflects poorly on upkeep and maintenance.

To make matters worse, I attempted to extend my stay for an additional seven nights. The hotel charged my credit card approximately $1,700, only for me to discover when I went to the front desk that the property was actually overbooked and could not accommodate the extension. This forced me to scramble to find another hotel in the area at the last minute.
As a result, I have moved my stay to Fairfield Inn & Suites Hobbs, where I will now be staying for the next 49 days. I guess that’s Hilton’s loss.

To be clear, I did file a complaint with Hilton corporate and attempted to resolve these issues with the hotel directly. Unfortunately, it became clear that this location lacks even the most basic standards of customer service.

The only positive experience during my stay was the woman managing the bar area, who was attentive, friendly, and provided excellent service to guests. She was the only staff member who reflected the hospitality Hilton is normally known for.

My hope is that the ownership of this property takes these issues seriously, reevaluates the current management, and makes significant changes. At present, this location does not meet the standards expected of a Hilton property.

If it were possible to leave a negative five-star review, that is what I would give.

Breakfast was confusing, I didn’t get breakfast due to signage stating that breakfast was $15.00, I had some complimentary coffee only.

Too many ants in the room. We came back with bites. They looked like ants. Not sure

Rude staff. No help.