109 Reviews
Hilton Garden Inn Westchester Dobbs Ferry
Dobbs Ferry|1.73km from The Donald Galllery
I booked three rooms for two nights. Changing the reservation to get rid of one night took an hour on the phone as they bounced me between central and the local hotel, and I never got a written change confirmation. My daughter had. a smoky room. In the middle of the night she screamed and banged on our door. An intruder, she said, had opened the door to the adjoining room. The phone didn't work, so we went to the front desk and the clerk did not call security, but decided that my daughter must be wrong and it must have been a refrigerator door banging. So, we had to wake up the other daughter to put the terrified daughter in her room. I asked the clerk for a refund and she promised the manager would call soon. He did not call until I posted the online review Hilton requested. Management refunded $80 (which was inadequate), but did not solve any of the problems for subsequent guests x. Hilton corporate refused to get involved. No fix for the refrigerator door. No check of whether the lock was picked. No cure for the smokey room. No followup on the reservation change problem. Contacting three ”team members” did little good , as they simply are not into meeting customers' expectations or solving problems so future guests will have a better experience.
