Hilton Garden Inn Indianapolis Downtown

Reviews

• KS

  kathy sharon

  2 days ago
  4.0
  My recent stay at this Hilton was a true mixed experience, defined almost entirely by the staff I encountered. Unfortunately, one person significantly overshadowed the stay: Manager Mindi Poole. To be direct, was the worst aspect of this hotel. Her demeanor was consistently unhelpful, dismissive of a minor concern we raised, and she lacked the professionalism and hospitality you expect from a Hilton manager. It was a disappointing leadership presence. Thankfully, several other staff members saved our visit: Front Desk Lilly was an absolute gem warm, helpful, and efficient. She was a welcoming face whenever we passed the lobby. The overnight valet Faycal, was wonderful. He was always pleasant, and our car was ready exactly when we needed it, every single time. The breakfast lady, I regrettably didn't catch her name, was professional and kind during the week. Her service was a highlight. However, we did have one breakfast issue. On Monday morning, we arrived at 6:00 AM as the restaurant was scheduled to open, but The waiter was noticeably late. After waiting, we had to leave to get coffee and a bite at Command Coffee nearby. This was a letdown on an early travel day. However, the poor management example set by Mindi and the Monday breakfast mishap prevent me from giving a higher rating. I would hesitate to return unless assured of consistent management and operational reliability.
• CC

  Carly

  Jan 6, 2026
  2.0
  We stayed for a few days during the NYE holiday. The front desk was accommodating with our room requests, their tone can be very aggressive and blunt, which I did not expect and was slightly off putting; so don’t expect cheerful & upbeat employees. The location is great, it’s in the middle of downtown and everything is within walking distance. The only parking option is valet, so if you brought a vehicle, be prepared for ~$40/night, but the valet service was outstanding and the gentlemen who work their deserve 5 stars on their own. There are no safes in the rooms, but that might be available upon request. The room was fine. The bar closes at 9, we had a pleasant experience with the bartender. We had the Do Not Disturb sign up for the entire visit, and while we were out on our second to last day, room service came into our room. I believe they realized halfway through that they shouldn’t have, because things were “half” done. We had new towels, but the bed wasn’t made. There were no washcloths replenished, but the old ones were taken. I walked downstairs to ask what happened, but as I was standing in line to speak with the front desk, the person in front of me had a very intense exchange with the woman working the front desk. The worker was so rude to the customer that I didn’t want to hear what excuse and poor customer service she would provide to me as well. It was not worth it to me to have our last night ruined, so I returned to the room instead. We won’t be staying here again, but it would work in a pinch for someone who needs a last minute stay.
• LC

  Lady Chevy

  Dec 28, 2025
  1.0
  I stayed here for business from dec-23- Jan2. The front desk manager Poole is a bully. From dec- 23 - 25 my car was parked out front. I told them i will pay for valet parking but i need to keep my keys so that I can get to work on time. I had no problems ,then on dec 26 at 10:45 pm Poole calls my room and tells me i need to move my car because she is back at work and doesn't like it out front. I told her I'm paying for parking so what's the issues? its simply because she doesn't like it. I speak with valet parking and they said its fine. So i filed a complaint , then on dec 27 when i got off work valet meets me out front and say front desk is saying i have to give them my car key or they are going to tow my car even though I'm paying for parking. So i follow up on my complaint and Ms. Poole told them it was against policy for me to park out front. My car has been out front , she had me threaten about giving over my key not to move it but simply because I had already expressed that made me uncomfortable. Valet is confused as to why she is making it a big deal. Simple its because she can so she will with no regard to anyone else.
• BB

  Bri

  Dec 16, 2025
  5.0
  I want to follow up with an honest review after a very stressful and emotionally charged situation that occurred during our stay this past weekend 12/13 — 12/14. One that was not caused by the hotel or its staff. The staff at this hotel were professional, calm, and supportive throughout the entire situation. At no point did I feel threatened, mistreated, or disrespected. On the contrary, the team handled everything with patience, neutrality, and a clear focus on guest safety, especially where a child was involved. Hotel staff de-escalated tensions appropriately, maintained professionalism even when emotions were running high, and ensured that everyone remained safe. I was treated with kindness and understanding, and I am genuinely grateful for how they handled a situation that was entirely outside of their control. The property itself was clean, well maintained, and conveniently located downtown. Any issues that arose during our stay were addressed calmly and professionally by staff. I felt it was important to leave this review to provide an accurate reflection of my experience. I would absolutely stay here again and would recommend this hotel to families and travelers who value professionalism, safety, and respectful service.
• HC

  Hannah Carroll

  Dec 8, 2025
  1.0
  I dealt with just about every problem that could have happened during my stay, starting with booking. The front desk staff has absolutely no customer service skills or hospitality. I think they try extremely hard to make it unpleasant. Mindi the manager was absolutely horrible. Every expierence with her, including her mistakes were awful and uncalled for. She put my hotel room in the completely wrong name! It took 3 weeks to finally get it corrected but not before she accused me and my guest of lying to her and threatening to pull cameras footage. I wish she would! So hilton can see that it took 45 minutes to check in because she made it almost impossible to have a good expierence. She did everything possible to make my stay the worst expierence possible and has made me change my opinion about the status and quality behind the hilton name. The general manager Lindsey was asked multiple times to contact me by not only customer service but voicemails I left her. No call back from Lindsey, or any management. I only thought i got the problem solved after calling back today and spending 1 hour on the phone with customer service. It is still a mystery how my reservation got in a completely different name and she even told customer service that my guest was married and he put it in his wife's name (he is not married and we have no idea who Elizabeth willson is.) The fact that mindi went to that extreme to lie and try to act like this was my fault is beyond ridiculous when ONLY SHE COULD HAVE PUT THE WRONG NAME ON MY RESERVATION. I was only offered "points" for this distasteful, unprofessional expierence I encountered. They act like they will look into it but I highly doubt anything will be done, although if they listen to the phone calls they will be able to see the truth. Do not stay at this hotel if you like to be treated with basic respect. Overpriced and its important to add that its $43 additional to park at the hotel. Nothing special about this place.

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