Hilton Garden Inn (Cleveland/Twinsburg)

Largest single room: 8 322 m² across 9 configurable spaces.

• Tracey Harris★★★★★5 months ago

  I’ve stayed at this location a few times when I’m in Ohio with friends. Love the location. But the last time I stayed, I was a bit disappointed on the housekeeping. Our room was very clean when we checked in. The housekeeper that serviced our room I believe her name was Pam did amazing with our stay over service. But what disappointed me was the conversation that was held in the hallway with I assumed her manager, she had a purple board in her hand. The manager’s tone was very condescending and to be honest just plain rude. I didn’t appreciate how she spoke with staff. Whoever she was, should not be in leadership. It’s no wonder why I see different housekeepers every time I visit. Who would want to work under someone like that. But overall I love the hotel. Great food, front desk staff are amazing. Just that one bad apple in housekeeping

• Gregory Pailin★★★★★2 weeks ago

  I've reserved this location twice only because of company partnership. Internet is slow. TV consistently loses connections. Rooms are outdated. Front desk staff is not helpful at all. In my stay 2 weeks ago the front desk woman was rude to me when I came to check in asking for a hard copy key because I already digitally checked in. This time my flight was canceled. The hotel Manager Megan refused to help me because I was digitally checked-in. I advised her that this has happened to me before and I admittedly had to wait a day but the hotel was able to alter my reservation after it was digitally checked in and the room was ready. Her immediate response was "Was this our location?" Me "No". Her "I'm sorry for that then." Its like this property has an issue with peope using their digital check-in benefits. Being treated like trash for using that common feature is ridiculous. I was literally advised over the phone to not digitally check in if I know I can't make it. How would I know my flight plans would change? I get that we all get busy, but no one customer should be treated so poorly. Thankful for the first floor cleaning woman. She received a tip for at least being nice. Geez!!

• H Mo★★★★★3 weeks ago

  ⭐⭐⭐⭐⭐ I want to give a huge shout-out to Etiaijen(sorry probably spelled it wrong though he told me multiple times) at Hilton Garden Inn. The kids accidentally engaged the swing-bar latch and the dead bolt on the hotel room door and was completely locked out the other room. We had adjoining rooms. Etiaijen was incredibly patient, professional, and determined while working to get the door open. What could have been a very stressful situation was handled with a positive attitude and excellent customer service. He went above and beyond, took the time needed to resolve the issue, and never made me feel like I was inconveniencing him. Thank you, Etiaijen, for your hard work, professionalism, and dedication to helping guests. Hilton Garden Inn is fortunate to have such an outstanding employee on their team! Highly recommend and truly appreciate the exceptional service.

• Irene Adler★★★★★a month ago

  Ritz-Carlton quality food at Hilton Garden prices! We had a dessert Garden Party at the facility and the bakery was outstanding, and I'm a bakery snob. The hospitality director, Brenda, catered to our every need with great attention to detail. She could double as a head butler at Downton Abbey! The setup and service during the event were equally wonderful (thanks, Karen). Can't say enough good things about this place, their service, and their food.

• Jasmine Williams★★★★★7 months ago

  The price for this Hilton Garden Inn in Twinsburg is absolutely not justified by the room quality. While the two staff members were kind (checkout clerk asked how our stay was and I said “could’ve been a lot better” she went ahead with her checkout process and didn’t even ask why) Our stay was severely impacted by maintenance and cleanliness failures. The most alarming issue was the visible mold growing in the shower and whirlpool tub (photos provided). This made the bathroom unusable, forcing us to shower off-site at a local gym. Beyond the hygiene issue, the room had several deferred maintenance problems: * Poorly patched holes and water stains on the walls and ceiling. * The couch had a torn hole in the fabric. * Stains were visible on the nightstands. We were required to be in the area and did not raise a fuss, but the condition of this room is unacceptable for a Hilton-brand hotel. The property requires immediate and serious attention to cleanliness and repairs.

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