Sweet Potato Fries Or Onion Rings
The Pavilion At The Hilton Garden Inn

The Pavilion At The Hilton Garden Inn

101 South Commercial Street, Manchester, 03101, United States Of America

Cafés • Grill • Coffee • American


"My son 's flight was diverted to this regional airport, and we booked him into this hotel as it is the closest Hilton property to the airport for him to reroute the next morning. He arrived at the hotel after midnight and was denied the room because he is 20. We called the front desk to let them know the situation and asked if we could verbally or virtually sign for the room for him. Sheila the front desk attendant was rude and uncaring from the start of the conversation and basically cut us off repeatedly by saying he isn 't 21. She stated it was the policy even after we let her know that other Hilton properties have allowed him to check in without us being physically present. He was at this point 2.5 hours away from his college, across the country from us, past midnight, and just needed a bed. The utter lack of care and compassion from Sheila was incredibly disappointing. We then called the main Hilton line and a lovely person named James helped us find a Tru (also Hilton brand) that allowed him to check in with our verbal confirmation only. The front desk person at Tru was equally wonderful and helpful saving our son from having absolutely nowhere to stay overnight. We hope additional customer service training will result from this episode. Policies are present for a reason but given this full scenario and that we are lifetime Diamond members this was an incredibly low risk situation that could have been handled compassionately. If the answer still needed to be no then assisting with redirecting him to the Tru hotel would have been appreciated."