Hilton Garden Inn Lehi · Lehi

Typically, you are allowed to pick your hotel room when you book a Hilton hotel. This location does not allow you to do so. Sometimes they will even give you a map so you can see if you are choosing an adjoining room - which is handy and helpful (great small detail that improves customer experience). I travel weekly for work. I book Hilton hotels exclusively and have diamond status. This was the worst customer service experience I’ve had at a Hilton branded hotel in several years. Because I travel so often, my travel plans often change, and I’ve appreciated the status with Hilton - they have allowed me flexibility to make last minute adjustments (with very few exceptions). This weekend was one of those times. I booked a room for two nights. Shortly after booking I called and needed to cancel the first night (over 24hr notice). The front desk said they could not do it, was not allowed per policy. I asked them to look up reservation just to double check. Still no. Frustrating. Directly after the call at 11am, my card got hit for the room charges… more frustrating. I decide to just live with it - $211 not worth battling over. Then I realize that I’ve been put in an adjoining room on the second story, and I cannot choose my own room on check in. So I reach back out and ask if I can at least be moved to a non adjoining room on the top floor (I prefer not to have soccer kids stomping above me and through the adjoining door). I am told again no - they are booked nearly full and they can’t accommodate the request. Again - I’m frustrated but flexible. I’ll deal. Guess what I got all night… and at 5AM this morning? Soccer kids jumping on the bed next door and above me. Another $211 burned. I still appreciate the Hilton brand - but when I come through UT again next month, I won’t be staying at this location. They do not care about their guests. Plenty of other places to choose from that will accommodate a road dog’s respectful requests.