(由 Google 翻译)⭐ 一星差评 — 曼卡托市中心希尔顿花园酒店
如果您正在筹划任何大型活动——尤其是婚礼——千万不要相信曼卡托市中心的希尔顿花园酒店。我们预订了他们的套房和一些房间,但他们仍然给我们整个婚礼周末带来了最令人焦虑、最混乱的体验之一。
我们到达酒店办理入住时,前台工作人员明显显得很紧张,但却对实际情况只字未提。她告诉我“酒店已客满”,“系统无法办理我的入住”。她始终没有解释原因。相反,她走开了,和朋友们拥抱聊天,进一步拖延了办理入住的时间——而我当时本应该在我们预订的套房里做头发。
最终,一位主管出来告诉我们,原本属于我们的套房被一位普通客人占用了。他们说会“把他弄出去”、“打扫房间”,然后帮我们办理入住,还“暂时”安排我们住进一间小型套房,这样我就可以开始准备了。
几个小时过去了,什么也没发生。
到了凌晨1点,我们仍然没有拿到套房。凌晨3点,我惊醒过来,彻底崩溃了,因为我知道希尔顿根本没打算兑现承诺。我下楼,工作人员告诉我“等到早上7点”经理会来——尽管我的整个婚礼团队几个小时后都要在那间套房里准备。
经理瑞恩终于在凌晨3点左右出现了,他明显很不耐烦,语气冷漠、恼火,好像问题出在我身上。他没有给出任何解决方案,只是找借口:一间套房已经“停用超过六个月”了,会议室“太脏,来不及打扫”,但他没有提供任何解决方案。没有责任感,也没有紧迫感。
我们凌晨四点离开,联系了Arch + Cable公司,他们立即伸出援手,挽救了我们的婚礼——这是希尔顿本应做到却从未做到的。
问题远不止于此。
退房时,由于我们仍然住在小型套房里,工作人员对我取消他们从未提供的套房预订态度恶劣。那位红头发的老妇人甚至说,她“不能保证我们不会因为取消一个我们从未入住的房间而被收费”。每位工作人员都声称“没有经理的指示,他们什么也做不了”。
凌晨三点,我给三位经理都留了语音留言,但无人回复。我不得不在蜜月期间再次致电才得到回应。总经理最终告诉我,他没有打电话是因为他“认为他的员工已经处理好了”,尽管员工们反复表示他们无法解决这个问题。他怎么能认为一切都已妥善处理呢?
而这一切甚至还没提到酒店的糟糕状况:
– 房间狭小
– 灯罩破裂
– 破旧昏暗的空间
– 以及我经历过的最糟糕的客户服务
总经理最终提供了一些补偿,并支付了我们在 Arch + Cable 的住宿费用,但这根本无法弥补他们从我们预订的房间中获利,也无法弥补他们造成的混乱。我们的行程不得不临时调整。我们新的酒店与婚礼场地不再相连,所以仪式结束后,我们只能无处可去地站在宴会厅里。我们的餐饮服务商慌了神,以为需要提前开始晚餐。在我自己婚礼当天,我不得不安慰我的餐饮服务商,因为希尔顿的错误引发了一连串的连锁反应。
而最致命的是什么?我的婚礼策划师告诉我,希尔顿在她朋友的婚礼上也做了类似的事情。这并非个例——而是一种模式。
警告:
如果您有重要的活动,千万不要预订位于曼卡托市中心的希尔顿花园酒店。他们不会沟通,不会履行承诺,只会留下你手忙脚乱地收拾残局。
婚礼第二天,我们醒来后收到一封邮件,说我们因为取消预订而被收取费用,而他们根本就没有给我们提供入住的房间。
去Arch and Cable吧——他们太棒了!我体验过最好的客户服务。他们各方面都更胜一筹。他们现代、干净、友好又时尚。
(原文)
⭐ 1-Star Review — Hilton Garden Inn, Downtown Mankato
If you’re planning any major event—especially a wedding—do NOT trust the Hilton Garden Inn in downtown Mankato. We had a contract for their suite and a room block, and they still created one of the most stressful, chaotic experiences of our entire wedding weekend.
When we arrived to check in, the front-desk staff acted visibly nervous but said nothing about what was actually happening. I was told “the hotel is fully booked” and that “the system wasn’t letting her check me in.” She never explained why. Instead, she walked away, hugged and chatted with her friends, and delayed things even more—while I was already supposed to be getting my hair done in the suite we had contracted.
A supervisor eventually came out and told us they had a regular guest staying in the suite that was supposed to be ours. They said they’d “get him out,” “clean the room,” and get us checked in, and they put us in a junior suite “for the time being” so I could start getting ready.
Hours went by. Nothing happened.
By 1am, we still hadn’t received the suite. At 3am, I woke up in a full panic attack because I knew Hilton had no intention of following through. I went downstairs, and staff told me to “just wait until 7am” for the manager—even though my entire wedding party was scheduled to get ready in that suite in a few hours.
When the manager, Ryan, finally showed up around 3am, he made it very clear he was annoyed he had to come in. His tone was dismissive, irritated, and he acted like I was the problem. He gave us excuses instead of answers: one suite had been out of service for “over six months,” the conference room was “too dirty to clean in time,” and he offered no solutions. No accountability. No urgency.
We left at 4am and called Arch + Cable, who immediately stepped up and saved our wedding day—something Hilton should have done but never did.
And the issues didn’t stop there.
At checkout, since we were still in the junior suite, the staff gave me attitude about cancelling the suite they never provided. The older red-haired woman even said she “couldn’t promise we wouldn’t be charged” for canceling a room we never received. Every staff member claimed they “couldn’t do anything without the manager.”
I left voicemails for three managers at 3am. No one called me back. I had to call again on my honeymoon just to get a response. The general manager finally told me he didn’t call because he “thought his staff handled it,” even though the staff said repeatedly they couldn’t fix the situation. So how could he assume anything was taken care of?
And all of this doesn’t even touch on the condition of the hotel:
– small rooms
– cracked lamp shades
– worn, dingy spaces
– and the worst customer service I’ve ever experienced
The GM eventually offered some compensation and paid for our stay at Arch + Cable, but that doesn’t begin to cover the business they made from our room block or the chaos they caused. Our schedule had to be shifted on the fly. Our new hotel wasn’t connected to our venue anymore, so after the ceremony we ended up standing around the reception space with nowhere else to go. Our caterer panicked and thought they needed to start dinner early. I had to comfort my caterer on my own wedding day because Hilton’s mistake set off a chain reaction.
And the final blow? My decorator told me Hilton had done something similar to her friend on their wedding day. This wasn’t an isolated incident—it’s a pattern.
Warning:
If you have an important event, do not book the Hilton Garden Inn in downtown Mankato. They will not communicate, they will not follow through on what they promise, and they will leave you scrambling to fix their mess.
After everything we woke up the day after our wedding to an email stating we would be charged for a late cancellation on a room they never had available for us to check in.
Go to Arch and Cable - they are amazing! Customer service was the best I have ever received. They are better in every way. They are modern, clean, friendly and chic.