Hilton Garden Inn Kansas City Airport Mo

The hotel itself was good. The rooms were clean, spacious, comfortable, and well maintained. Unfortunately, the biggest disappointment was the customer service. After arriving late, I felt as though I was an inconvenience rather than a welcomed guest. There was no greeting, no smile, and no “hello.” The receptionist, who had long hair, appeared to have just woken up and simply asked for my passport without any eye contact or welcoming attitude. It gave a very poor first impression and made me regret choosing this hotel. The following morning, I had a similar experience when I asked about the airport shuttle, which was included with my booking. The manager also seemed bothered by my question, as though helping guests was a chore. Hotels are not judged only by their rooms or facilities. Guests often remember how they were treated more than anything else. A friendly smile, eye contact, and a warm welcome cost nothing but make a huge difference. I believe the management should focus on improving customer service and staff training. Service is at the heart of the hospitality industry, and strong leadership is essential to creating an environment where guests feel genuinely welcome. The hotel has great potential, but the service experience needs significant improvement.

Customer service

all was perfect

nothing

The staff was great--so helpful to me with my recent painful injury. Especially Joe at the desk; Maria at breakfast; and the 2 shuttle drivers.

It felt a bit pricey to me. But, then I'm used to traveling in the 1990's!

It was clean

The beds were awful, the hallways and elevator were extremely hot and the elevator smelled like burnt oil