The woman at the front desk name Joyce is very unprofessional and is unfit for that position. She was disgusting rude to me and my husband and our child on our stay . Not compassionate at all… customer service sucks. No one listens to you. Don’t waste your money when you get treated like dirt.
The hotel is clean, feels new, and is very nicely decorated. My room was comfortable and clean. I really do need to mention the restaurant though. Don't get me wrong. I had 2 nice meals there. Good food! With friendly staff. But it is so terribly understaffed. They were obviously doing their utmost. It was a strange and unique experience. Wait staff seemed also to be cooking. (Or the cook was waiting tables?) Lots of unbussed tables and some long waits for basic things like water. I think one of the staff had her family there along with her baby. So I am guessing that she had not planned to work and just had to bring the gang along. They don't seem to have more than a couple menus which are just printed on regular paper. At dinner about a third of the menu was not available. I felt like the people working were the ones who actually showed up and deserved a LOT of credit for keeping it afloat. Most diners were like me - and enjoying the everybody-pitch-in atmosphere. One man lost it and yelled, though. I haven't ever experienced anything quite like it.
The only redeeming feature of this HGI property is the staff, who are all very nice and accommodating. This property is run down, filthy everywhere and in desperate need of renovation. The surfaces of everything in the room: lamps, floor, furniture, were sticky with years of buildup. The door lock to my room was nearly impossible to open or close. The continental breakfast is the saddest thing I’ve ever seen at an HGI. I was booked for two nights and decided to check out early to take a late flight home instead of spending one more night here. This is not up to Hilton standards and, as a Lifetime Diamond member and frequent traveler who is generally very understanding of normal wear and tear of hotels, it takes a lot for me to write such a negative review.
We found our stay at this hotel was a mixed bag. The desk personnel were unhelpful. We wanted a city map to determine if there was an easier way to leave the hotel. They did not have one and didn't seem interested in finding one.
We had a better experience with the dining. Because of the horrendous traffic in the area, we didn't want to venture out to eat dinner. The hotel has a dining room and had a surprisingly good menu. The young lady waiting on us was phenomenal.
If we travel to Albany again, we'll try to find a less harried place to stay.
Good experience but not quite to the standard we are used to with Hilton Garden inn. The facility is somewhat tired... Our room had a stale smell, and we were reassigned. The restaurant was not so welcoming. All that being said, we still had a comfortable stay.
