I rarely leave negative reviews, but this experience was so disappointing that I feel compelled to share it. My daughter's high school softball team was playing in the state semifinals, and we had reserved two nights at this hotel. On the day of check-in, I explained to the front desk that we would only need the second night if the team won their 10:00 AM game the following morning. The front desk associate told me that, if possible, they needed to know by noon whether we would be staying the second night. Unfortunately, the team lost. It was an emotional end to a remarkable season, and the girls understandably spent time after the game crying, consoling each other, saying goodbye, helping with equipment, and figuring out transportation back to the hotel. As a parent, my priority was allowing them the time they needed after such a heartbreaking loss. Had I rushed everyone out immediately after the game, I could have made it back before noon. Instead, I arrived at the hotel around 12:15 PM and was briefly stopped in the parking lot by another parent as we reflected on the season and said our goodbyes. I walked into the front desk at approximately 12:20 PM and explained the situation. The employee I spoke with seemed genuinely understanding. She asked for my room number and said she would speak with her manager while we gathered our belongings. A few minutes later, she informed me that the manager would not allow us to cancel the second night and that we would be charged the full $300 because I was 20 minutes past the requested noon deadline. I was stunned. There was absolutely no flexibility, empathy, or consideration for the circumstances. It is difficult for me to believe that a room became impossible to rebook because I arrived 20 minutes after noon. What was most disappointing was not the charge itself, but the complete lack of compassion. My family participates in travel sports year-round, and we frequently book hotel blocks for teams. Because of this experience, I will not stay at this property again, nor will I choose a Hilton property in the future. Hospitality should involve more than enforcing policies to the minute, it should also include understanding and empathy when people are dealing with real-life situations. This was a heartbreaking day for a group of young athletes, and the hotel's response only made it worse. read more

This is a decent Hilton Garden Inn, nothing special, just ordinary. It's right off I-81 which is convenient. We found the rooms clean and comfortable. The pool is small but gets the job done. There is a decent little shop with food and drink options in the lobby. A bar in the lobby also serves food pretty late, I believe until 10:00 p.m. nightly. read more

What a disappointment! Where as HGI used to service your room every other day, now...the Hilton Garden Inn does not service your room unless you ask them to. And, even though you ask them to service your room, they don't fully service your room. In addition, they use old feather pillows that have no loft and offer no support for your head even after you fluff them. When you walk into the hotel, you can't find an employee anywhere. You actually have to go searching for someone to help you. And the night time food service (which is why we stay here) is barely existent. The Hilton has gone Way down hill!! read more

We stayed here once during the height of the pandemic. While the hotel advertised stringent protocol, they were lax on a number of important counts. I vowed not to return until things blew over. Which brought us back to last night. The hotel is modern and comfortable. With our room on the first floor, we had easy access to a grassy -- and clean! -- dog walking area. I slept really well, the shower had good pressure, and the hotel's location suits us to a tee. Three minutes to Puerto Nuevo (a super good Mexican restaurant) and two-and-a-half minutes (!) onto the highway with a gas station en route. read more

Hilton Garden Inn Bristol - One of several areas to sit outside and relax. - Hotels Near Me - Bristol, Virginia

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Average Hilton Garden. Pet leave was not acknowledged or welcomed as a Diamond member. Treadmill and elliptical in gym are garbage which was disappointing. Pool was heated and comfortable which was nice. Didn't use the restaurant. Cracker Barrel is an easy walk next door and many other convenient restaurants at that I-81 interchange. Noon check out was helpful for working. Room was on front side and thankfully very little road noise. Everything else was simply average. Room was nice clean comfortable safe and quiet which is always most important to me. read more

Hilton Garden Inn Bristol - Hotels Near Me - Bristol, Virginia

The hotel is clean and the staff are friendly. That's the good news. The hotel is expensive (about 50% more than others in the area), there's damage on room walls and in the bathroom, they charge for coffee and hot chocolate in the foyer, and breakfast is $12. This hotel is set up as a destination for business employees who are going to be expensing every little thing against a per diem amount from their employer. This is not a particularly good hotel for a family trip, unless you're in a snowstorm, don't want to get back on the highway and have few options. read more

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Bathroom smelled AWFUL! I'm guessing there was mess on the floor that was wiped but not mopped up. Large drain in middle of floor just gross. I laid towels down because I didnt want to walk on the floor. Room NOT vacuumed. Found used false eyelashes on the floor by the bed when I woke up. Hopefully they were always there and didn't fall from the bed I slept in! Now wondering if the sheets were ever even changed?? Large full length mirror had a big smudge. Room old and outdated. I told the clerk at check out and showed him the photos, but he was too busy chatting on the phone. Dirtiest Hilton I have ever stayed in. read more

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Had a great experience here passing through. Easy on and off I-81 and a restaurant in the hotel which helped as the Cracker Barrell next door was too crowded and hectic. Clean room, would stay again. read more

Only one elevator was working at the time they had a pageant going on, had to wait forever to even get on. People would even ride it up, to come down. I was at the top floor was almost impossible to go down. Icemakers did not work in the hall. Only good thing was the bartender was real nice. read more

Bathroom sink was clogged when we arrived, maintenance was on it quickly. Next night the door lock froze open so we slept with an open door. Again maintenance was on it. Also when we arrived there was only one working elevator. We called our corporate travel dept and arrangements where made for the use of the service elevator. If you want to stay in a old broken down dump this place is for you. read more

Friendly, clean, bar and breakfast on site. Sits up high and is quiet and safe location.

Pool was SUPER warm which I LOVED. Hotel indoor pools are usually so cold but my day still wants to go in and it's like torture. All staff was nice and helpful. They could use some updates in the bathrooms though. There was some really gross mold in a few areas (shower and sink). They have a full restaurant and the prices are actually reasonable. read more

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TLDR: This is a newly updated hotel conveniently located to the highway, a number of dining & shopping options. My room was clean-ish (not terrible but also not great). Since this hotel is perched on a hill road noise can be issue (I suspect some rooms are worse than others 417 is bad for this). Travel During COVID times summary: Safety Not Guaranteed This location does not seem to be taking the corporate stance on COVID safety seriously. Had I not been travelling as part of a group, I would have moved hotels. Some staff wore masks, some did not (including an evening front desk attendant and a cleaner I encountered in an elevator, amongst others). Staff also did not enforce mask wearing by guests. In the 4 days I spent here I did not see anyone doing things like cleaning or disinfecting elevator buttons, door handles, or other "high touch" areas. Menus are disposable paper, but appeared to be re-used or were set out where multiple people were picking up & touching them. Additionally, I suspect the fact that they only do housekeeping "as requested" leaves rooms dirtier than normal as I noted that our room was not exceptionally clean. There were a lot of smudges on places like the desk chair, windows, mirror in the bathroom, crumbs on the floor, etc. In non-covid times I would have given this place 4 stars if our room had been cleaner & otherwise 3 stars. read more

We stayed at this hotel on our way to Nashville. The hotel was in the perfect location. And had everything that you would expect from a kilt and garden inn. The best part was the Cracker Barrel was directly next door and allowed for us to eat and then walk back to the room. Being so close to restaurants is something I look for when picking hotels and we plan to stay at this hotel again for this reason. The hotel staff were friendly in theRestaurant was clean. We had a nice dinner when we checked in late at 9:30 PM the first night and the waitress suggested the fries which were amazing. Highly recommend staying and we plan to stay again. read more

The general manager Stephanie Daniels and night associate Z. Meade displayed very poor customer service practices. After my request for climate control in my room colorful metaphors and negative labeling ensued from Mr. Meade. His behavior was beyond reproach over a simple request. Following the encounter with Mr. Meade it was requested that he contact his supervisor Stephanie Daniels who continued lack of guest customer care by that I move to another room or I can leave the hotel. Details can be discussed further if necessary. The leadership and staff seem to have their origin of what the Hilton brand is and have created an environment of "this our house mentality" where they do not follow the Hilton brand nor do they represent the company well. Retraining or another line of work would be in their favor as they do not value their guest. I have stayed over 70 nights on business and pleasure with the Hilton brand exclusively and this is the worst experience that no guest should endure. I have contacted corporate, and messaged with the C.O.O., on revisiting their leadership in this establishment. Point compensation from Hilton was not necessary, these employees desire retraining of the Hilton Brand was my request.. read more

Hilton Garden Inn Bristol - The "Hilton Guarantee", learn it, live it, love it! - Hotels Near Me - Bristol, Virginia

My husband stayed here last weekend in room 412. He found a bed bug on his backpack. We called the front desk to inform them and they responded with "We will check it out" and we have yet to get any resolution. read more

Made reservations for the last week of November 2023 - check-in was easy. 1st room had a musty smell, carpet was frayed in several places - also old and very worn. The furniture in the room was old, had many dents and dings, bathroom was ok - showers had mold. 2nd room - as bad or worse. Cancelled reservation and moved to the Marriot across the road. Would not refund my money - stay away - nasty! read more

Stayed here one night October 2020 during the Covid-19 pandemic. Overall, the hotel was pretty clean and the experience was a pleasant one. There was room for improvement but all-in-all it was above average. read more

This Hotel Charged me a night and I did not stay the night. I canceled 2 rooms by phone with Adam and he only canceled 1 room ,so they charged me for the other room. Hurricane Ian brought rain to the area and the concert my daughter and I were attending was rescheduled. This staff is rude and the General manager lied and said she tried to call me. I have cell record proof that she is lying. I disputed the charges with American Express and they took care of it for me. I would steer clear of this place they are dishonest and incompetent to manage reservations. Hiltons customer service is at an all-time low. Im going to take my diamond status to Marriott. read more

We had a great overnight stay here. Was certainly worried about staying in a hotel with what's going on. Justin at the front desk assured is of the special procedures they were taking, so we picked Hilton over other options. The hotel is new, bright and clean. The family loved the soft warm beds and the cold AirConditioning. Plus, they have Neutrogena products in the bathroom. We'd stop there again if we travel along the same path next time. Only ding is the truck noise from the road below is rather loud in the morning. read more

Best hotel in the Bristol area! I have to travel here for business often and I stayed in the Marriott and I was not pleased. So glad this Hilton finally opened! It is beautiful! Modern decor tastefully furnished. My room looked like no one had ever stayed in it before! It was like coming home, fresh, clean and spotless!! The wait staff is so nice and friendly. The gym is awesome! They also have an indoor pool! The food is delicious as well! Get Tonya to cook your omelette! I've stayed at several Hilton's and this is the best food! That was THE BEST omelette I had ever had, seriously! Will be staying here from now on! Breakfast picture! read more

Hilton Garden Inn Bristol - This was delicious!!! Best salmon in a long time! I've never had Bock Choy and now I am going to start eating it now!! - Hotels Near Me - Bristol, Virginia

Hilton on a Hill. New hotel. One night stay. Pros Indoor Pool Fitness Large lounge area Great view Parking for stay Free breakfast vouchers Pleasant staff Cons Room To go breakfast Overall it was a great stay. I took off one star for a problem with the room but other than that I would def stay again. read more

Hilton Garden Inn Bristol - Hotels Near Me - Bristol, Virginia

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Really enjoyed my stay, was here for a couple of days for work. The staff was so friendly and helpful, I arrived very late after a stressful day of traveling and the staff had my room and key ready and it was a very easy process and got to bed fast read more

Let me stress the room was IMMACULATE!! What I'm sharing next in NO WAY reflects on the maid service. I stayed at this hotel shortly after it opened. At the time, the hotel had a horrible mildew, mold smell. I have severe allergies and am super aware of anything moldy or mildewed. I spoke with the manager at the time. He said, some of the rugs had gotten wet over the weekend and that was the cause and indicated a huge fan drying rugs in the lobby. I gave him a pass on the excuse although the smell was throughout the building in indicative of a problem far greater than a wet rug. Really a shame in such a beautiful property. On my recent trips to Bristol, I have skipped this hotel as the odor problem really put me off. This trip, I colleague was staying at the HGI so I decided to give it another chance. Sorry I dd. The minute I walked into my room, the mold/mildew smell was once again apparent. I had two choices, check out and go elsewhere or stay and endure. LAst time I had been given another room but it was the same problem. I might also mention, a great deal of air freshener had been applied to the rugs or air in the hallways so it was masking, unsuccessfully, the mold and mildew in the halls as well. Later that night, I asked my colleague how his room was. He indicated that it smelled like a toilet that needed to be flushed. I have no idea what all is wrong with that hotel that is impacting the air quality but I will NEVER stay there again. It is unhealthy for anyone with a compromised immune system, ie allergies and asthma, and just disgusting for anyone else. Again, this is no about the actual cleanliness of the room-the bathroom, linens, towels, etc. were pristine but the air quality was off the charts unhealthy! read more

This hotel was very clean and the service was on point. It was packed the weekend we were there and we didn't have problems with any noise. My only complaint is the ventilation in the bathroom. The bathrooms are large and have poor circulation. After a shower is smells musty and it's hard to keep the door open to air it out. The fan is right by the door instead of by the shower. Poor design. Again very clean! Will stay here again in the future. read more

I'm personally a big fan of this hotel. It's always incredibly clean. The staff is awesome and know me by name at this point. If I need coffee at an odd time, they will make me a pot. This hotel is on a hill and gives a great overlook of Bristol. I like clean, neat, and tidy. This hotel nails it! As for breakfast, if ur a Hilton honors gold or diamond, u can elect to get free breakfast, which is pretty amazing! I really like the staff here and it feels like my home away from home. I wouldn't stay in another hotel in Bristol if my life depended on it. Hahahah. I've never had a problem with noise at this hotel and mostly professionals stay here which probably keeps it pretty quiet. Love my HGI in Bristol;) read more

This is a Hilton on a hill. Literally. You can walk to the Cracker Barrel. It is two feet away. Presumably. I'm really bad in math. So let's just say, it's not even a parking lot away. It is the only restaurant on the hill. It is the only other place on the hill with this hotel. The best thing about this Hilton is that it's still kinda new. (I feel like I've started a review about a hotel like that before...) Anyway, it's true. Built June 2015. And that's really all I have to say. Because chain hotels are all the same. And reviewing them is like reviewing a Red Lobster. Thanks, Beyonce. read more

I am a big fan of these hotels. They have everything I want. 1. Fast internet 2. Free great breakfast 3. Room with amenities like a desk ,lots of outlets, coffee maker, microwave and fridge. 4. Nutragena soaps 5. Lots of outlets 6 soft comfy bed 7. Easy to use thermostat Only one bad thing. The bed frames stick out and you will bang your legs....ouch! read more

Great customer service, very clean in the lobby and the room. They also have a business center with 2 computers so I was able to do work and print emails as well as faxes. Our room has complementary water and a coffee maker. Will stay here again. read more

Disappointed...old.... not clean or fresh...at least no smoke smell.... not a lot of good hilton options in Bristol so I was a captive audience... read more

Nice rooms, comfy beds, friendly and helpful staff. Breakfast was VERY good with an attentive waitstaff.

The worst since Angie is not at the bar restaurant. I have stayed at this hotel since it opened. This is the worst service I have ever had! What happened? This place used to be great! read more

This place is great, the service and the rooms are fantastic. The hotel is basically brand new and is spotless.

Very nice, clean, and modern establishment. Hotel staff were friendly and very accommodating! We got in super late and requested a late check out. There were no issues with our request. I would recommend a stay here if you're in this area. Price was affordable during my stay as well. read more

Our room was clean, so that's a super big plus. Overall the hotel was in reasonable condition. The pool was really small, luckily for us there was only one other family in it when we went down. Wish there was free breakfast for all (we didn't eat at the restaurant since not free). Also would appreciate a lobby store with more selection. Our biggest problem was that our room, on the 2nd floor, was near the a/c generator which was pretty loud. We would stay here again based on price & cleanliness but it was maybe just a bit better than average, nothing special. read more

Awesome hotel. Very clean and beds were comfortable! Breakfast buffet was delicious and reasonably priced. Will definitely stay again!! Staff was exceptionally friendly and helpful!! read more

The stay was amazing even though we got in late, the front desk people were soo. Ice and and went the extra step to make sure you had everything. Restaurant food was awesome we got the pizza and salad and few desserts. Passing through on our way to Boston. Thanks again for a great stay read more

Hotel was very clean and there's a gorgeous view from the hilltop. There was delicious complimentary pineapple strawberry infused water and strong coffee in the morning. Our bartender Nykole was very friendly and helpful and food was good. They also have a great happy hour menu. Awesome customer service at the front desk as well. We loved the heated swimming pool and the fact that u could walk out the back door and Cracker Barrell is right there. We would absolutely stay here again! read more

To update my last review - we are back through and walked in without a reservation this evening. Warm greeting and a double queen room - AAA and Hilton discount rate. Two cold bottles of water and a heads up that the bar and food are open until 10pm. They ask if you have a floor preference. Our room is clean and smells clean and the a/c is on and tv too. Easy to relax here. Thank you Bristol VA Hilton Garden Inn. We rely on you and each time you welcome us. A good night's sleep ahead. read more

This is really top of the line for your standard Hilton. I was overall really impressed by this hotel, thats in a small quant town. The bar food was very good when I ordered room service. The rooms were clean, and the lobby was super nice. I also used the gym which was small but had brand new and very clean equipment. I would highly recommend staying here. read more