Hilton Garden Inn Winchester - Winchester, Virginia

Alla M.

I’ve been a member of Hilton family hotels for more than 20 years and stayed at many different hotels. Though, I never stayed at Garden Inn simply because they do not provide a complimentary breakfast and you have to pay for breakfast somewhere else which in return makes the stay at the hotel more expensive. I’ve decided to try this one as it is conveniently located, has an indoor pool and it looked nice. So, I booked it for two nights.
I called ahead of time and inquired regarding bedding as it is important to me that the linen will be 100% cotton. I was assured that all linen are 100% cotton and regarding a breakfast we would get a voucher in case we’re a gold or diamond member. I reserved the King Suite, probably their most spacious room in this hotel, which was actually not very specious at all. I wanted to make sure that there is a living room area with a desk that is separate from the bedroom. While it was correct, the living room was very small, especially if the sofa bed is open (we were 3 people in that room). Also, there is not enough lighting in the living room. Because it does not have a window, it has to be appropriately lit. The desk and the lamp at the desk were not sufficient to lit the entire room.
I was very disappointed to find out the linen are NOT 100% cotton, but a cotton blend of 60% cotton and 40% polyester. The front desk person that answered (I think her name is Anne) did not provide me with the correct information. Their pool is unbelievably small (the size is just a tad more than a hot tub). I also had to use their laundry machine and dryer and the front desk does not provide with complimentary laundry detergent, like in other hotels I stayed in. But that’s fine. Though, I was disappointed that their dryer machine does not work well. I did not have a full load and had to put the dryer twice and still my clothes were wet.
My main complaint is about breakfast that the front desk person included for free in our stay as the price of the room per night was quite expensive. It worked for the first day. But the second day they charged money to our room even though they had me on their list as having the breakfast included. I spoke afterwards with Anne and she assured me that the hotel manager will credit my account for the amount that was charged (it was around $43). I spoke with Anne about this at least 4 times and every time she assured me that I just missed the manager and that she will do it as soon as she’s back. Well, it’s been more than a week after our stay and at least 4-5 calls regarding this. Still, no results. Anne told me that they will compensate me for the other issues I reported (like the linen, very dark living room, not working dryer machine, but nothing happened.
I am very disappointed with the service and incompetence of the receptionist and gave my stay a 2 stars rating. I decided about 2 stars, and not one, only because of the first front desk guy that was very nice and welcoming. But overall, I will never stay again at Hilton Garden Inn.

Abc D.

Stayed at this property on April 18th and 19th. Hilton Confirmation #3223881628.
I hate to write bad reviews, but this was extreme. Do not waste your money on this hotel property, I will tell you in short.
Hotel needs major improvements in customer service and renovation. It is in bad condition (lobby, rooms, elevator bathrooms).
Rooms and lobbies are smelly.
There was no room service (no bathrom Cleaning, fresh towels or bedding). There was No shampoo in bottle and shower was broken. You either get Cold or Hot water there is no in between water temperature.
No TV channels live or recorded.
Poor lighting, bring your own lights. Very old lamps.
Sorry ladies, no magnifying mirror.
No blinding curtains on window.
Old, very old elevators.
Do Not expect customer service.
If you do not believe, spend your money and experience yourself.

Heather S.

I booked this hotel for my wedding guests and myself to stay in. So many things went wrong. They didn’t have my parents reservation even though my mom had her confirmation number and email. They had other guests in the wrong size rooms. The king suite is SO TINY. and it’s not well lit. Terrible lighting. I was the bride and got nothing. Was not told we had to pay for breakfast. Also the shuttle? A JOKE. was not told it was only for 12 people and they only make 2 trips. My husband had to panic book a bigger shuttle the day of our wedding which cost us $1200. They charged me $400 for the “king suite” and other guests rooms were bigger and they paid a lot less. Don’t book this place for your wedding. Or at all honestly. Also I had gift bags for my guests and they didn’t hand them out. I had to send my guests back down to the desk to ask for them and the people at the front desk told them they didn’t have any and my MIL said “then what are those bags behind you?” And they were like oh yeah those are for the wedding. Like wtf. Do not go here. It’s terrible. Terrible service. I will be calling tomorrow to get a refund on my room for lack of communication and them not telling me all the details.

Yell Y. T.

The staff here are AMAZING!!! Every single person at the front desk were friendly and helpful. Hunter especially assisted me with getting wifi setup and was knowledgeable about the area. All of the housekeepers were so kind. They smiled, spoke, and greeted me as we crossed paths. It was refreshing to see they cared about their work and took pride overall it shows in the outcome of the facility. This was a very clean, well-kept location. I am a million percent satisfied with my room. Hands down, I could not find a thing wrong with it! Having the app made using the room completely functional as with any Hilton. I understand as with every hilton, they lack vegan options at the restaurants and convince store. But thats a process on a higher level. Overall, I am blown away. This was an excellent stay!

Theresa D.

Disappointed upon waking to find only decaf coffee in room and a used coffee pod in kurig. No apologies at desk when mentioned at check out.
They need a new Hilton flag it is barely recognizable. Very helpful and cheerful desk clerk at check in.

Amandaintheqc

Excellent location next to Glory Days and chilis and Waffle House.

Rooms are clean and well stocked. Lobby has ample seating and WiFi is great.

Lobby has a buffet and a bodega.

The staff is super friendly and some of the best I’ve seen in my travels.

Anne W.

Clean and quiet room whilst attending a wedding in the vicinity. Staff were great!
Anne was on reception both days we were there and was extremely friendly and helpful. Breakfast was good and real crockery and utensils a welcome change from endless plastic. A bit pricey for an add on though.
Nice lounge and restaurant area. Bright and super clean. 👍

Billy R.

Was in 2/1/25 – 2/2/25 and was very happy. Good location, facility was clean throughout, excellent service from the front desk to the bar / restaurant staff. Would absolutely return again!