ssullivan
Oct 22, 05, 10:27 am
Just stayed at the brand new Hilton Garden Inn in Anderson, SC this past week. The property has been open such a short time it still smells new, and there's still some interior finish work happening in a few areas. The rooms are great -- the new HGI bed, HDTV, desk chair, lighting, and furniture is all there, and it was quite comfortable. Unfortunately their food services leave a lot to be desired at this time. I arrived fairly late, tired, hungry, and not in the mood to go out and find something to eat so I called room service. They weren't fully up and running and offering room service yet, but invited me down to the dining room. It was the standard HGI menu, which is nothing fancy but in past experiences, fine for times when I just wanted something to eat to end my hunger so I could get back upstairs to relax. I ordered, and nearly 10 minutes went by before my drink arrived. Another 15 minutes or so later I got my salad. Then another 15 minutes before the entree arrived, and it was not at all what I had ordered. I wasn't in the mood to argue or wait another half hour for a new entree so I ate it. While all this was going on several other tables were complaining about the length of time it was taking to get food or their checks. The restaurant had about 20 customers in it, with only two servers working. A manager was present but busy chatting with some people at the bar the entire time, and totally oblivious to what else was going on. After finishing my meal (which tasted fine, it just wasn't what I ordered) I waited another 10 minutes while my server manually calculated my bill using a handheld calculator and handwritten charge slip. What happened to the computerized system in the restaurant? Guess they just don't have one yet. Anyone who was not charging their meal to their room (I am so glad I did) had to wait while a server took their cash or credit card to the hotel's front desk to be processed. Then they were having trouble with a group that was not staying in the hotel, just having dinner there, and paying with a credit card. The front desk staff couldn't figure out how to process a credit card for someone not staying in a room. The next morning I was tired, slept in a little, and didn't really have the time, or the patience, to try using my breakfast certificate. So I can't comment on how things were operating during the morning breakfast rush, although as I walked through the lobby it did seem smoother. At least with a breakfast buffet it's pretty much a do-it-yourself operation, with nobody to mess up your order and no long waits to get fed.
So, while the property itself is quite attractive, and the rooms approach the comfort level I've experienced at some very nice newer full service Hiltons in major cities (Millenium NYC, Americas Houston, etc.), the staff is still very much in a training mode. I would still stay there again, and I had not issues with the front desk staff at check in or check out, next time I'm in the area I think I'll head on down the highway into town to find dinner.
So, while the property itself is quite attractive, and the rooms approach the comfort level I've experienced at some very nice newer full service Hiltons in major cities (Millenium NYC, Americas Houston, etc.), the staff is still very much in a training mode. I would still stay there again, and I had not issues with the front desk staff at check in or check out, next time I'm in the area I think I'll head on down the highway into town to find dinner.