Hotel Hilton Garden Inn Abilene (Abilene, USA)

Whether in town on business or pleasure, an array of facilities awaits. The heated indoor pool is popular, but rarely full, while the well-equipped gym delights the fitness-conscious. The outdoor fire pits are a huge hit with couples and groups looking to hang out of an evening.

This hotel's lively location is oft-quoted as a reason to return. Easy to access, the building is linked to numerous business districts and is surrounded by shopping and dining options. The easily-reached Market Street purveys groceries and fresh meals at all hours, including beers and wines.

Visitors are entirely won over by the warm approach of knowledgeable and patient staff. At points, personnel from the front-desk, lobby, restaurant and housekeeping departments are singled out for special mention for their perpetual smiles and for routinely going out of their way to make guests welcome.

While most guests enjoy great sleep, some struggle because of noise. Walls are paper-thin, so if guests in surrounding rooms are rowdy then sleep can suffer. Old heating systems are loud, which can be a nuisance in cold months, while noise from motorbikes and trucks spoil some sleeps.

Though many guests testify to having slept extremely well during their stay, a similar number complain about the poor quality mattresses, which are described by several as hard, uneven and uncomfortable. The problem is exacerbated by old, creaking bedframes and thin, flat pillows.

By far and away the most persistent gripe of guests relates to inconsistent levels of housekeeping. Bad smells pervade rooms and corridors, bathrooms are moldy, sinks are clogged and microwaves contain the remains of old meals. During busy periods, rooms are not always attended to and bedsheets unchanged.