Hilton Garden Inn Winston-Salem/Hanes Mall

Similar to other reviews—very unprofessional experience from the front desk staff. In trying to process a cancellation request for a death in the family, they decided not to because it wasn't an "immediate family member". The person stated that they know that management "will need proof". Will never use a Hilton-branded hotel again, nor will I use Hotels.com. I will ensure that others will boycott as well.

No one at front desk on arrival either night we were there. No indication of where elevator was. Room not serviced. Called for towels. Attendant was rude and said you can come get them. When I went to front desk, towels were there but no attendant. I’ve yet to see a live employee. Really disappointing experience. But room was huge.

Most of the staff are friendly, but some were quite terse and unhelpful. |Recently remodeled so the place is in decent shape.|Lots of nice outlets and USB ports! |However unlike many chain hotels in the same price range, there is no free coffee - and there is never free hot water. Yes there are in room Keurig but still that’s suboptimal if you want tea or another hot water item. |There is a resturant in the lobby - but we never saw a menu or anyone eating food. None-the-less, 2/3 of the lobby is devoted to this mysterious food from 5-9pm, so don’t you dare sit at one of the tables! |Note that Hanes Mall area - there are so, so many restaurants in the area - you hardly need one in the hotel here.|The pool and hot tub are permanently closed.||Sheets on the bed were obviously cleaned but w

Overall, the stay was pleasant. My only concern was the lack of hot water early in the morning. I needed to shower around 5:30 AM for scheduled appointments, but both the shower and sink water were cold. I’m unsure if the hot water is on a timer, but this was frustrating and inconvenient.

Positive: Friendliness of the staff Negative: Complimentary Breakfast and happy hour should be included. Lobby coffee service should be available until late afternoon