Hilton Garden Inn West Lansing is my first online complaint regarding any Hilton Hotel. I recently stayed at the Hilton Garden Inn West Lansing. As a member of a family that has patronized Hilton for over 30 years and a spouse with Diamond status, I chose this property over competitors specifically for the brand's reliability and service standards. Unfortunately, the experience was unacceptable due to severe facility issues and hostile customer service.During my stay, the room HVAC system malfunctioned, repeatedly heating the room to nearly 80 degrees despite being set to a cool 67 degrees. When I contacted the front desk at 3:00 AM, I was told maintenance was unavailable, no other rooms were open, and management would follow up in the morning. No follow-up occurred, forcing me to prepare for my conference in extreme heat.Furthermore, despite paying for a late check-out, my keyless access was deactivated prematurely while I was attending my conference, forcing me to disrupt my schedule to retrieve my belongings.When I contacted customer service to address these issues, I was transferred to a hotel supervisor named Edward, who was dismissive, unprofessional, and aggressive. He accused me of lying, claimed I had refused maintenance assistance, argued it was human error, and yelled at me before threatening to hang up. I was later informed that the hotel manager noted that he would only provide a $40 refund, offering no real resolution or accountability from the customer complaint line for the treatment I endured. The complaint line informed me that only he could provide the refund; seriously, the bad actor is making a bad situation worse. My concern is not financial, as my employer covered this trip, but rather the utter lack of respect, the denial of basic amenities, and the mistreatment by hotel management. Online reviews for this location show recurring complaints about their HVAC system, indicating a known and unaddressed issue. I will not be returning to this hotel, and I am rethinking my determination to obtain my own Diamond status. .

I had a wonderful stay at Hilton Garden Inn. The hotel was clean, comfortable and very well maintained. The staff were friendly and welcoming, and always willing to help, making the experience even more enjoyable.The room was spacious, spotless, and had everything i needed for a relaxing stay.the bed was comfortable, and I appreciated the quite atmosphere, which made for a great night sleep.We also really enjoyed the hot tub and the pool. the outdoor patio was also very nice and relaxing.Overall, I was very impressed with the service and accommodations. I would definitely stay here again and highly recommend the HiltonGarden Inn to anyone who is looking for a good value, great location and a comfortable place to stay.

A good hotel, simple but efficient.

Beware using the wash clothes provided in your room. Because if you “stain” it by removing your make up they will charge you a cleaning fee. We won’t be back.

I called ahead to confirm the hotel’s cancellation policy, and the employee (Nikki) clearly told me there would be no cancellation fee since I was canceling more than 48 hours in advance. However, I was later charged $299.98. When I called back, the manager told me the cancellation window was actually 15 days — something that was never mentioned during my original call.I tried multiple times to get clarification, including stopping by in person, but the manager never followed up as promised. They refused to issue a refund, saying my reservation was at a “discounted rate” and that nothing could be done because it was MSU vs. Michigan weekend. The hotel was sold out that weekend, so they easily resold the room but still kept my full payment.Very disappointing experience — misleading communication, poor customer service, and no accountability. I would not recommend staying here.