Hilton Garden Inn Hays, KS

Everything’s fine specially the friendly staff a great value

Location

Clean

Clean. Friendly staff.

Good service and checked in early. Had asked for extra pillows and a roll away bed online, but received neither.

Good location and well maintained property

This is one of the nicest HGI I have ever stayed at. The hotel was immaculate and the service superior.
We asked if the hotel was new and we were very surprised to learn it is 6 years old. This is a must stay...close to I -70 - don't miss it!

New. Good location to interstate, fuel and food

I have been a Hilton Honors member since 1980. Although I am now retired and travel less frequently, during my career I maintained Hilton Honors Gold status for many years. In all that time, my wife and I have never been treated with the level of indifference we experienced during our recent stay at the Hilton Garden Inn in Hays, Kansas.
After a long day's drive, we checked into the hotel on June 22, 2026, looking forward to a relaxing evening and a good night's sleep. We ordered dinner from the hotel restaurant and took it to our room. Our meal consisted of a brisket grilled cheese sandwich, a fried chicken Cobb salad, and a slice of cheesecake.
Unfortunately, the food was of extremely poor quality. The grilled cheese was made with stale bread and contained little, if any, brisket. The Cobb salad had no bacon, no bleu cheese, no avacado and the four small pieces of breaded chicken tasted like inexpensive frozen chicken (see menu photo attached) . The $9 cheesecake also appeared to be a frozen, grocery-store-quality dessert. The meal was so poor that we found it inedible.
I took the food back to the front desk and explained the situation. The front desk manager neither apologized, expressed any empathy or understanding nor offered to replace the meal or suggest another menu item. Instead of relaxing after a long day of driving, we had to leave the hotel to find dinner elsewhere.
Our problems did not end there. We placed food for our next day's lunch from our travel cooler in the room's mini refrigerator without realizing that it was not functioning. As a result, our food spoiled and had to be discarded. In addition, the air conditioner would not cool the room below 74 degrees, making for an uncomfortable night's sleep.
During our checkout the following morning, I shared all of these issues to the front desk attendant, Ben. He appeared completely unconcerned and offered no apology for any of the problems we experienced.
When reviewing our folio, I noticed that the charge for the dinner we had returned had not been removed. I showed Ben photos of our meal and asked him to credit the charge. He refused, stating, "I can't do that. You ordered it and picked it up, so you pay for it."
I explained that we had returned the food within minutes because it was inedible (see attached photos). His response was, "There's nothing I can do."
I then pointed to the Hilton Garden Inn Promise displayed on the plaque next to the front desk, which states:
"Our goal is to make your stay better and brighter. If something isn't the way you like it, simply let any hotel team member know, and we will make it right. Guaranteed."
At this point, Ben replied, "Well, if you're going to bully me, I guess I'll have to take the meal off your invoice." Not exactly making our stay better and brighter.
As a 70-year-old retired missionary who has spent a lifetime serving others, I found both his comment and his attitude hurtful, disrespectful, and completely inconsistent with the level of hospitality I have always associated with Hilton.
I recognize that problems can occur at any hotel. What made this experience so disappointing was not simply the poor food or the maintenance issues, but the complete lack of concern, courtesy, or effort by your staff to resolve them. This experience fell far short of the standards I have come to expect from Hilton over the past four decades.

We chose this as we have enjoyed our stays at these hotels in the past but this one was HORRIBLE. First off the AC and frig in our room were not working. But the real kicker was that we had ordered dinner from their resturant, picked it up to take to our room to eat it. Both my husband and my dinners were so bad we couldn't eat them. I ordered a fried chicken salad. The chicken was like it was the frozen section at Walmart and breaded, one carrot piece, all iceberg lettuce and no dressing. We boxed them back up and took them to the desk and showed them to the person on staff and she looked at us like we were aliens and just said ok. No offer to get us something else, no apologies, nothing. The next morning we asked the desk person, BEN, to take our meal off our bill. He argued with my husband about it and my husband pointed to a sign on the desk that said something like"we hope you enjoyed your stay yadayada...." The young kid whose name was BEN was surley and after much argueing said "well I guess I will have to or you are going to stand there bulling me" . And when we told him our AC and refigerator didn't work he just shrugged. Terrible, horrible service and meal all the way around.

Great service. Bar tender did great even when things got busy. Gym was a great bonus.

We stay in Hays several times a year when traveling west and east. This place is best place in town.

The young man at check-in was really good. He saw my Retired Army ID and gave us a better rate than we found on line. He did’t have to do that, but he went the extra mile.

This is why I am Hilton Honors member.