Hilton Garden Inn Devens

This location is under construction with no clear notification of the fact to someone making a reservation. No “free” breakfast was available and no restaurant was open on site. Safety issues for guests occurred through out the facility. Construction materials were all over and unsecured in hallways. Entrance to the location involved using a narrow single doorway off the reception desk. This door did not have any way to remain open to enter with luggage. Only one luggage cart was available during the stay. Renovation on rooms was only done to the bed area and not the bathrooms. Towels were not fresh smelling. Additionally, during our stay, construction work involved application of floor tiles using noxious adhesives that permeated the air in the rooms as well as the lobby/entrance area. I have extended these issues to the location. The “poor” review was also because of the exorbitant cost for the rooms and the fact that due to the renovations no attempt was made to reduce the prices. Because a children’s lacrosse tournament was taking place nearby, this location gouged guests with an expensive two-night stay! Recommendation: Avoid this location at all costs.

Save your money and stay at the SpringHill Suites next door. We were in town for a regional youth track meet, and many of our teammates stayed at the SpringHill Suites. I booked two rooms at this Hilton property for over $1,000, and although the listing mentioned renovations, the amount of active construction was shocking. There were plastic tarps hanging from the ceilings that guests had to walk through, and loose floor coverings that weren’t taped down. Both my son and I tripped over them, as did other teammates. The elevator was out of service during our stay, so we had to exit the building and walk around to get to the lobby each time. When we needed towels and toilet paper, no one would answer the phone at the front desk. In fact, there was rarely anyone at the front desk at all—no signage indicating they’d be back, nothing. We had to shout “Hello?” multiple times to get someone to respond. To make matters worse, the front desk staff member checking guests in was jokingly asking, “How many flights of stairs would you like to walk today?” after explaining all the issues with the hotel. He even asked if he could get a discount himself! It was honestly unbelievable. While in our rooms, we suddenly saw flashing lights and multiple fire trucks outside—it turned out there was a gas leak. That incident added even more stress to an already uncomfortable stay. After checking out, resolving these issues became a nightmare. Dave, who answered the phone and claimed to be the front desk manager, was rude and completely unapologetic. I was told Jessica, the hotel manager, would handle our concerns, but she wasn’t available that weekend and we were instructed to call back on Monday. I did just that and left my name, number, and email with Dave, but after 72 hours with no response, I followed up again. Still no Jessica, and Dave refused to answer simple questions about the typical turnaround time for customer complaints. I finally heard from Jessica five days later. Her first response to my frustration was, “I’m allowed to have days off,” and she made no effort to ask about my concerns. Instead, she cut me off repeatedly, saying she’d been getting messages about my calls daily and that there was “nothing she could do.” I expected far better communication and customer service—especially as a Hilton Honors member. All of our teammates who stayed at this property had similar complaints. I truly wish we had stayed at the SpringHill Suites like the others. This experience was disappointing and completely unlike the quality I’ve come to expect from Hilton.

Front desk staff were super kind and friendly. Disappointed that the pool and spa were closed. I wish they disclosed that information when we booked in February. I never received any communications stating renovations are being done. This would have been very helpful and might have given more of an opportunity to look for other accommodations. The pool was the main reason we booked there, so that was a huge disappointment. After we checked in and took the elevator to our floor we were met instantly with workers with thier equipment everywhere, they did push it aside for us to walk but in my opinion they should always keep the foot traffic area clear for guests at all times. We wanted to try to restaurant attached to the hotel, but when we went down, the 1 person working never acknowledged us so we left. The cleanliness is subpar. Hair everywhere in the bathrooms, toliets haven't been properly cleaned in years, black filth line under the lip of the toilet. Pillows were as flat as a pancake, and one mattress was absolutely filthy. Room slept 4 and we were only given 3 towels and two half rolls of toliet paper. Small inconveniences to most but given the cost of this place I did expect a far better experience. No working ice machines on any floor. The library was "reserved" all weekend and remained empty the entire time we were there. It seemed like it was more meant to keep people out. With a few minor adjustments this place could be a real gem.

Check in is at 3pm, its almost 9pm and i still dont have a rooml yet

Under construction, a lot of noise, no continental breakfast, pool was closed, I came into my room very hot because the AC was not on. And so much more

Very comfortable beds and convenient to Rt 2. Good option for dining in as well. Great hamburgers, and good buffet for breakfast available.