Hilton Garden Inn Stoke On Trent

Great staff n lovely breakfast

Had to request more pillows and glasses. Paint peeling off a bit.

Very disappointing experience, especially with how the issue was handled afterwards. During our stay, we experienced repeated problems with the water supply in our room, which caused significant inconvenience to our family. After raising the issue with the hotel, the manager acknowledged the problem and agreed to refund one night's accommodation. However, despite several follow-ups and multiple communications with the hotel, I still have not received the promised refund. Problems can happen in any hotel, and I was initially satisfied that the manager took responsibility and offered compensation. What is disappointing is having to repeatedly chase a refund that was already agreed, with no resolution to date. This has unfortunately changed my overall impression of the hotel. Good customer service is not only about making promises when something goes wrong, but also about following through on them.

Very disappointing experience, especially with how the issue was handled afterwards. During our stay, we experienced repeated problems with the water supply in our room, which caused significant inconvenience to our family. After raising the issue with the hotel, the manager acknowledged the problem and agreed to refund one night's accommodation. However, despite several follow-ups and multiple communications with the hotel, I still have not received the promised refund. Problems can happen in any hotel, and I was initially satisfied that the manager took responsibility and offered compensation. What is disappointing is having to repeatedly chase a refund that was already agreed, with no resolution to date. This has unfortunately changed my overall impression of the hotel. Good customer service is not only about making promises when something goes wrong, but also about following through on them.

Breakfast

Parking

Everything the hotel had to offer. Restaurant was really good and clean. Can't ask for any more. Room was spacious and clean. Pillows were really comfortable and so was the bed. Shower was decent as well.

The area. You get hassled at the front door of the hotel by homeless people looking for cigarette ends. It's quiet enough but you don't feel safe outside at night on your own. A few suspicious looking characters floating around. Hotel manager is quick to come out and offer assistance so assuming it's a regular thing outside.

Clean with decent amenities. Nice helpful service throughout the hotel.

Nothing

Comfortable beds which were quite big for a single, very quiet and clean

On arrival we had to wait longer than necessary as there was nobody on reception

Well organized, clean professional

Clean & modern

All good

Clean . Great location

Nothing

Staff were great, beds fine, rooms a good size, even the breakfast was alright

ZERO soundproofing. We could hear the room next door as if they were in the same room as us, even with earplugs in. Loud conversation, obnoxious laughing - knocked asking them to be quiet but didn't make any difference. This was at 1am. Staff were lovely about it (as the people left around this time - evidently they were getting ready to go out??) but ultimately it's the building that is at fault. A real shame as everything else was fine.

Clean and tidy with pleasant staff

N/A

I loved everything. It was great. Thank you for making the stay truely special. Wow, what a hotel. I stayed already a few times in one of the Hilton Garden Inn hotels and they are truely one of a kind. Not comparable to other hotels at all. It is in a league of its own.

Everything was great.

Well situated for access from road and rail connections. Facilities excellent - good breakfast, evening meal, very comfortable room.

0

Location is best!

Paying for parking!

Room was nice

Cleaner let a random person into our room after I said not to come in, had already spoke to the person and told her it wasn’t her room. Violation of privacy

Great

Nothing

I liked the reception area and the rooms are spacious

Parking

The rooms were clean and the bed was comfy.

I don't have any negatives

Clean and modern

Restaurant was very understaffed took an hour to get our drinks and food

Clean, bright and well decorated

Having driven a long distance I wanted to relax and watch the television. I couldn’t get the TV to work. There is no information in the rooms about hotel services other than what is on the Tv. I decided to telephone reception but nothing to tell me how to do that!! I decided hoped it would be 0. Phoned that but no one answered. Then zi went downto

Food was amazing beds was lovely

Few marks on the furniture

Schoon, modern, parkeren

Alleen Engels ontbijt.

Really lovely room. Nice and clean and spacious. Lots of plugs. Nice bed.

Staff weren’t really that helpful. Also I’d forgotten toothpaste and no little things like that to help. Expensive refreshments.

Great value for money, overnight parking at a small cost, comfy and clean rooms!

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Fantastic hotel, gorgeous breakfast - whole family enjoyed their stay! Booked to stay before going to alton towers (40 mins away)

Mattress was a little on the hard side and the pillows look all fluffy until you lie on them and they go as flat as a pancake. Parking also wasnt clear, ended up parking in the wrong one but still good value for money

Nice and new facilities. Quiet comfortable room.

No drive up area to drop off people or bags

Room was great & had everything we needed for short stay.

Restaurant service needs improvement as waited for attention & ordered food way too long. We got desert before table was cleared of starter & main course stuff on the table. Dinner was very basic. Breakfast (warm food) was absolutely awful.

Good quality rooms, hotel at an expected level from the Hilton group

No pool

The staff were all so helpful, the day we left it was pouring it down with rain, a member of staff at the main reception got 2 umbrellas for me and my child and walked to our car with us and then took them back, he did this all of his own back, he was so nice and it really added to our experience, we were very grateful. Room was lovely and big and bed were so comfy

Very clean and centrally located.

I had booked a late checkout and was disturbed before checkout time by cleaning staff so that could be improved.

Clean and modern. Very comfortable bed and excellent facilities. The breakfast was fantastic.

Some desk staff were a little miserable or inattentive.

Great location, good ambience, staff was amazing, polite and very friendly. Main bed was comfortable, pillows were comfy, clean rooms overall.

Rooms were smaller, cupboards were open style, sofa bed wasn't very comfortable. Bed sheet had some stains. Could have included more items for the breakfast

It was very elegant and clean

Nothing bad about the property the area however I would not recommend walking out alone at night

Room was clean and comfortable

Booked a room for 2 adults and 2 children. On the booking I put children are 11 and 12 There is absolutely no chance you can have a 2 plus 2 in this room. It’s a single pull out sofa bed and a double bed. The biggest issue was reception and signing in - not the service I would expect from Hilton bran but will call CS over this!

Smart and well presented

Appalling food in the restaurant -returned both out dishes as they were not cooked

The hotel was lovely! the room was clean, relatively modern and the facilities are well maintained.

The parking was on the other side of the door and the breafast selection was too few for its price.

Friendly staff,good breakfast and comfortable room

Bar prices

Quiet location. Easy walk to the centre Good sized room.

Pillow on the sofa bed was flat but otherwise the bed was comfy.

Nice, decor. Modern, clean aesthetic.

The service isn’t great. No beds made up for the kids when we arrived. Quite unaccommodating when we arrived back after a long day the theme park. Just generally quite unwelcoming and unfriendly.

Nice clean, bright, relatively spacious room with a great view (6th floor). It was well equipped with hot drink facilities and an empty mini fridge you could use for your own items. Luxurious toiletries in the bathroom (in pump dispensers).

Good location and very comfortable bed

Nothing

The staff were really polite and accommodating. There was one gentleman covering the reception when we checked in. He promptly brought up a cot himself, which I forgot to include in the booking and managed it even if they were a bit short -staffed at the time. The restaurant staff and chef were also very accommodating and generous when sorting out a porridge for my baby. It's the little things like these that made it really worthwhile even though it was a short stay.

- The sink in toilet kept getting clogged up - Just be aware no complementary water provided but there was kettle and teabags.

New hotel currently in good condition. Good products available in the room and room design is nice. Good set up for the food to make it easily accessible for adults and children. Children loved the waffle machine.

Rooms were very hot and the air con doesn’t work. It goes on in two hour intervals to save money which is ridiculous. Despite being on room stayed 24 degrees all night, children couldn’t get comfortable or sleep, woke up multiple times. The sofa bed was advertised to fit two children, this is not the case. Yes it’s very comfortable for one child but way too snug for two, for our two it was like being shoulder to shoulder camping. Service at the restaurant was very slow from start to finish .

Excellent and clean room. It was spacious for a family of 4 (2 teenagers)

Nothing

The receptionist who checked us in was lovely. However, the lady I spoke to regarding the state of the carpets in the room couldn’t have been more disinterested

The carpets were coming up. There were stained in different areas of the room. I went downstairs to make the receptionist aware of the issue, she lifted her head from the computer and said “ok, thanks for letting me know”. Then went back to whatever it was she was doing

The staff were nice and very helpful Breakfast was good 👍 Location was perfect

The location and breakfast 😋

Nice rooms, comfortable beds, and nice communal areas

It’s more location, it was good for our stop on the way to Liverpool after going to Alton Towers. The immediate area doesn’t have much to it, but we still went for a walk to a nice park close by and got some food. Needed cash though!

Great location for Alton towers, room was a good size, clean and tidy. Breakfast was also good.

Restaurant menu was very limited and quite expensive for what was available. Complained on each day of the 3 night stay as the lock inside didn't work. Staff looked at it and said they would report for maintenance to look at but that didn't happen, asked again on the second day and was told a manager would take a look but again, it never happened. Spoke to reception again on checkout and was told she would speak with the manager regarding this and be in touch but still no response despite contacting the hotel myself via email.

⭐⭐⭐⭐⭐ Excellent stay – staff and breakfast were the highlights! We had a very enjoyable stay at the Hilton Garden Inn Stoke-on-Trent and were impressed overall. The biggest highlight was definitely the staff. Everyone we encountered was friendly, welcoming and helpful, and the level of service throughout our stay was excellent. Our room was comfortable, well equipped and exactly the standard we would expect from a good 4-star hotel. The hotel also has a decent-sized gym with a good selection of equipment, which was another welcome bonus. Breakfast was actually better than we expected and one of the highlights of our stay. There was a great selection of food, along with freshly made omelettes to order and a waffle maker, which went down particularly well! Everything was well presented and there was plenty of choice for both adults and children. Overall, a very comfortable stay with excellent service and facilities. We wouldn't hesitate to stay here again if we're visiting the area. A well-deserved 5 stars from us! ⭐⭐⭐⭐⭐

The orange juice was water, they need to fix that.

Everything was clean, comfy beds.

Breakfast options

Very clean, very comfy beds exactly what we wanted for a short stay. Quiet bedrooms too. Breakfast lovely, liked that restaurants and big Tesco superstore were in walking distance, Would stay again

Area not the best, However felt very safe in the hotel. Eggs at breakfast could be improved as didn’t look the best! And coffee machine the coffee was quite weak for us.

Bedrooms are clean. One off the best hotels we have stayed in

Coffee machine and juice machine needs to be in different location as a bit chaotic being by the cereals and the toaster

Didn’t have breakfast

Better pillows they was like sleeping on bean bags could of had a bit more sugar and milk in the room the bin wasn’t emptied from previous customers still had their rubbish in it

The room was a nice size. Decor in the restaurant was lovely. Reception staff were helpful when we needed them

Restaurant food was truly awful. Chicken schnitzel was incredibly dry and waitress didn't advise me of different options that would accompany it. The next night, the chicken in my curry was a mixture of bright red and grey. I've never seen a chicken so undercooked, it was disgusting, thankfully I hadn't eaten it yet. It was then replaced with a pizza that tasted worse than cheap pizzas from a supermarket. The restaurant was incredibly disappointing for a 4 star hotel. We obviously did not eat here the following night.

Everything was perfect

Not being able to eat breakfast on a normal table and having to sit in the reception area to eat my food because I had my pet chihuahua

Staff were great room was nice and spacious

It was nice and clean room was amazing

Parking could of been more obvious!!!!!

Location was very convenient for travelling to Alton towers. Approx 30min drive

Average breakfast

Close to station, clean and spacious rooms. Nice breakfast.

Maybe more of a selection for breakfast each day

Generally goo but need larger side plates for toast and the coffee from the machine is bad.

Everything excellent apart from the comments on the breakfast.

The staff were pleasant on the front desk and the breakfast was ok

The pillows and beds were so uncomfortable, didn’t sleep a wink and woke up with sore necks, the rooms were so dated with marks etc it was like staying in a hotel from the 90s, I would expect better for the price, needs alot of updating. Room was absolutely roasting and only a noisy fan to keep us cool which we had to turn off

It's a great hotel really comfy beds, everything you would want from a hotel

The parking

was well kept and clean, felt luxurious, nice king size room with lots of space

sink in the bathroom was rusty and jammed easily

Very good. Clean, great location, good value for money

More pastry selection for breakfast would have been the only improvement id suggest Other than that amazing hotel and stay

The hotel is itself is adequate and good value for what we paid. We only stayed 1 night and had breakfast. The room was very satisfactory, large comfy bed, spacious, adequate bathroom. Breakfast was buffet style - it was not amazing but just ok I would say.

The one down side is the parking. The hotel does have a car park (£9 per 24 hours) but you need to cross a dual carriageway to get to the hotel. There is no where convenient to drop someone off if they are disabled or have difficulty walking, they need to cross the road. There is no disabled parking next to the hotel, it is in the car park only - you have to cross the dual carriageway. The car park is directly across the road from the hotel so it is not far but if you have people in your party who have difficulty walking, as I did, then this isn't ideal.

It was comfy and staff were lovely

Nothing

The room was very spacious and clean upon arrival. Check in and check out were both easy and the location is very central to restaurants and muesums. All amenities were provided and the AC and temperature control was a pleasant surprise but very welcome. The bathroom was spacious and clean and the shower had great water pressure. Overall a very pleasant stay and would come back here again.

No complaints about the place. If I had to be picky I would say that the pillows are very low and collapsed but it wasn't a big deal and I could stack them to get the desired height.

Room was nice and spacious

Breakfast could have been better.

Room was clean and spacious, with a big tv and nice bathroom. Good location with Tesco a short walk away. Breakfast was pretty basic, but decent.

Parking cost is expensive

Faulty door in room 329 which was not lockable during our stay. We reported it to the staff on duty and he promised that the other staff on duty the next morning will fix it but unfortunately, it was never done through our stay.

There was also 2 cracks in the ceiling at the corner of the room which was concerning and the airconditioning kept tripping off almost all the time, considering its sumner and we needed to be comfortable. Pictures are in the room, i dont have to do all that. It just needs to be repaired.

Nice good sized rooms, very clean and beds were comfortable

Nothing not to like, it suited our needs

Comfy beds, clean room everything we needed

Great location and price, very handy Tesco next door

Zéro

Everything

The location was handy for our planned days here. Good access for supermarkets and places to eat. Staff are great and helpful, rooms are clean.

The beds aren't comfortable, neither are the pillows . We ended up requesting extra pillows but it didn't really help, especially after a full day at Alton Towers and needing a good night sleep, which none of us particularly manage to get. The electric socket / light switch on one side of the bed was constantly humming and buzzing which also didn't help to get to sleep. TV volume is capped and very quiet which isn't helpful when one of our party has hearing issues.

Bed wasn't very comfortable, We decided to eat at the restaurant, bit the food was of poor quality, out of the packet meals. Staff were also picking at the food waiting to go out from the counter, was very unhygienic and unprofessional. Wouldn't stay there again

First the positives Very comfortable beds and really nice clean room The reception staff were lovely and friendly a real credit Good location within easy reach of all the potteries etc Onto the negatives The restaurant is poor, took over 20minutes for anyone to take our order then an age for it to arrive, food was coming out cold (table next to us sent their chips back) When the food arrived it was not particularly great, the chips tasted like they had been cooked in month old oil, the pizza was awful no better than an Iceland frozen pizza and the steak my wife had was 50% gristle! The whole meal for 4 was over £112 it felt like a value engineered meal I would have been better going to the brewers fair down the road, The breakfast wasn’t any better the waffle machine is a nice highlight but the coffee was awful and undrinkable the croissants were no better than super market packet croissants and the hash brown had been cooked in the same rubbish oil as the fries the night before. The parking is also an absolute rip off @£9 a night! We are paying a LOT for these rooms and then you expect another £9 on top it’s just greedy This is a nice enough hotel to stay in but just get your breakfast and dinner else where!

The hotel was very clean and a lovely bright space. The staff were brilliant. The food was lovely too!

The carpark situation. On top of the price for the hotel you’re then asked to pay £9 a night for parking. However we found cheaper parking in the close proximity

Car parking charges

Very clean and quiet

Out of the way

Modern hotel, good location. Spacious room, good breakfast

Stain on the bedroom carpet, smelt like food in the bedroom. WiFi didn't reach to outdoor seating areas.quite noisy on the corridors.

Excellent hotel, seems very new or recently refurbished, rooms clean and well appointed, staff were engaging, great location for Alton Towers only 30 mins away, car park has plenty of spaces, breakfast was lovely. The beds and pillows were super comfy and the twin room with two single beds were large singles which was great.

The shower isn't anything to write home about pressure is lacking, the fridge in the room is about 1 degree cooler than the room so not really suitable for fridge items, maybe just water. I didn't like the £9 a night car parking at this price point and away from Airports i would have expected it to be included.

Pros: Excellent hotel, seems very new or recently refurbished, rooms clean and well appointed, staff were engaging, great location for Alton Towers only 30 mins away, car park has plenty of spaces, breakfast was lovely. The beds and pillows were super comfy and the twin room with two single beds were large singles which was great. Cons: The shower isn't anything to write home about pressure is lacking, the fridge in the room is about 1 degree cooler than the room so not really suitable for fridge items, maybe just water. I didn't like the £9 a night car parking at this price point and away from Airports i would have expected it to be included.

It was nice and clean. Great location for what we were doing. Room was great for the 3 of us.

I had put a note to say it was my sons birthday i thought maybe they mighta added a little special touch but nothing. Shame it didn't have free parking for customers staying at hilton. Food wasnt the best

Very clean

When came to check in it came across like the receptionist was looking for the worst room for me to stay in on the system even though I had booked 2 days previous. I ended up being given a room for a customer with mobility issues. The bed was smaller than the last room I stayed in.

The bed to be fair was amazing

For a Hilton rubbish, Just the basic TV stations, no biscuits in the room, no jam portions at breakfast, cheese and meats with continental breakfast but no rolls to eat them on, just the little things but they make a difference, not worth the money and wouldn't stay again

Microwave

Parking charge

Good location, decent breakfast, clean rooms and free self-service laundry.

The internet was a bit restrictive and PlayStation won’t work. The breakfast could do with some mild variations everyday and maybe some halal sausage options. Overall, these are minor issues and these comments are more for feedback.

Microwave was nice touch

Paying for parking

A great place to stay and the staff are amazing! Great sleep nice comfortable beds and very clean. The price was very reasonable. Thank you to all!

Cant think of anything I didn't like!

Spacious room, comfortable bed

Cold food served, left on counter forn15 minutes whilst rest of order cooked, extortionate price, dog faeces in the lift, outside the lifts and outside my room, the manager had to clean this up which I didnt think is ok

Gorgeous room and great breakfast. Gym was handy too .

Bed and location

Carpet was coming up paint chipped

Beautiful Hotel a tiny bit expensive for one night but i can’t complain because everyone is friendly and the hotel is lovely

Great rooms and beds and shower and good location!

N/A

Staff and how they dealt with a problem customer.. very professional. A complimentary drink or reduced food bill would have been appreciated having had to endure a long drawn out rant by the customer/guest. Lots of very bad language and took the shine off a nice evening. Not the fault of the staff or hotel

The coffee was not great.

Limited choice of menu in restaurant

I had the most amazing stay on the 30th July. A HUGE shout out to the Waitress Molly. E. She was absolutely fantastic and provided amazing service. Nothing was too much for her. I will definitely stay again.