I am extremely disappointed with my experience at the Hilton Garden Inn Fontana, primarily due to poor communication and how my situation was handled.I called 24 hours before check-in to explain that my husband and I had caught a virus and would be unable to use our prepaid reservation. I was informed by Hilton that because the booking was made through a third-party site, both Hilton and the third party would need to approve the refund.I immediately contacted the third party, who told me they would reach out to the hotel directly and follow up. They later asked for the names of the Hilton staff I spoke with, which I provided—Moses and Charlie, names that were given to me by Hilton staff themselves. I was then told everything was approved and that I should expect a refund within 2–10 business days.The next day, I received a check-in email and later a receipt, which raised concerns. When I contacted the third party again, I was shocked to be told that Hilton had denied the refund, claiming that Moses and Charlie do not exist and implying that I was lying.I called the hotel directly and was met with immediate annoyance from the front desk staff. I was told the manager denied the refund for the same reason and again implied dishonesty on my part. The lack of professionalism and accountability was astounding.This experience is especially disappointing because my entire family stayed at this Hilton for my uncle’s 80th birthday celebration, and I know other family members also had negative experiences. As a result, I will not be using Hilton in the future, and several family members have already canceled Hilton stays they had scheduled for 2026.Between the inconsistent information, accusatory tone, and lack of empathy, this was a very poor customer service experience. I would strongly caution others when booking here—especially if using a third-party reservation.

The organization that I work for recently hosted a fundraiser in the ballroom at the Fontana Hilton. The entire catering and sales team were extremely easy to work with, very accommodating, and overall reasonably priced. I specifically worked with Rebecca, Jessica, and Jaime, who were each very collaborative, welcoming, and kind. Highly recommend if you are looking for a ballroom that fits up to 200 guests.

I booked a reservation for my husband on 8/15-8/18 using my credit card. They ask for a hundred dollars deposit. He gave them a hundred dollars in cash his mistake, and now they’re saying that they don’t know what happened, and that they don’t accept cash. So when I spoke to their corporate representative he said that location accepts cash, so which one is it. Yes they accept cash or no. So my next question is where’s my deposit?

They took my reservation without mention of the heavy construction - tsk tsk.This info should be on website and on booking page. I wondered why it was inexpensive! Call to check construction status. Stay clear. ( I am an honors member and yet I had no info on this)

Awful. There are too many options in town to settle for the horrible front desk at this place. The hotel is under construction. There is no information about this on the Hilton Mobile app, which is what we are encouraged to use for everything from making reservations, checking in, checking out, chatting, and getting keys. So we use it religiously and booked this place. We arrive get to the room and it’s nothing but drills and saws. I call down and ask and the front desk says construction is 7am-7pm every day. I said there is no way to know this prior to booking on the app. She says it’s on our website. Ok, but we used the app not the website. She says it’s all over the hotel lobby. Ok, but again when would we see the “courtesy signs” unless we went into the hotel before check in? C’mon! I asked if there was another Hilton property we could move to. She said no we don’t do that and they are fully booked so moving rooms isn’t an option. Based on her answers, we booked a different hotel and then she calls me and says “I had to talk to my general manager but we are doing you a favor and moving you to the first floor. It was so generous” Needless to say I asked how is that helpful when you told me there was nothing you could do, so I booked another location that is now nonrefundable. I honestly didn’t know whether to laugh or cry at this point. I asked if I could speak with the General Manager and of course the person wasn’t there. I told the front desk I realize they are not responsible for the app but they are responsible when customers are not notified of construction and it is a Hilton owned source of information. We moved to a Home2Suites and as usual had the best experience with staff and the environment. That will be on a different review. AVOID AVOID AVOID