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“Manager Mike knows how to treat guests!”

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Hilton Garden Inn Niagara-on-the-Lake
Certificate of Excellence
Reviewed 2 June 2013

On May 24 and after perusing the tripadvisor reviews, my wife and I decided to stay for an overnight at the Inn. I raised some concerns re blackout dates for CAA and Seniors discounts. I had run copies of the Hilton websites which had made the application of blackout dates especially for CAA a little more than ambiguous. The service from the reservations desk was efficient and courteous but they were relatively adamant that their policy would be maintained. I requested a discussion with Mike the manager. He quickly registered with my queries especially the printout from Hilton family of hotels stating categorically that CAA is honoured "every day`
He promptly discounted our accomodation price. He was more than fair.
We enjoyed our stay immensely especially as May 24 was the wife`s 50th birthday anniversay.
Pros:
-coffee, newspapers, cookies and apples free
-hot hot tub although small
-clean and efficient
-Subway, Horton`s and other fast food outlets across street
-frig and microwave
-wonderful firmness adjusting queen beds
-nice scenic grounds
-big flat screen TV
-clock radio that plays your mp3`s through the headphone jack
-very helpful front desk staff
-and of course the excellent managerial style of Mike

cons:
-nice pool but very cold. We did the ice cream waffle effect between the pool and hot tub.
-not the hotels fault but there were several noisy swearing groups of youths marching through the halls at about 1PM. They came and went but of course not after waking us up.

All and all a very enjoyable overnight with swift check out. Would go again. Terry and Tania

  • Stayed: May 2013, travelled as a couple
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1  Thank terry w
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
FrankVismeg, Manager at Hilton Garden Inn Niagara-on-the-Lake, responded to this reviewResponded 7 June 2013

Dear Terry and Tania,

First, please accept my sincere apologies for misunderstanding with the CAA rate discounts and I am glad to hear that Michael has resolved for you. We are happy to hear that you have enjoyed our luxurious duvets and remarkable Garden Sleep System adjustable bed and that had a great sleeping experience. Hilton Garden Inn guests enjoyed wide selections on buffet breakfast including fresh to-order any style eggs. We serve Continental & Canadian Cuisine from the freshest local and regional ingredients for a hearty lunch and dinner daily.

Our team works very hard to "share the light and warmth of hospitality" with each and every guest. Please call me directly at: 905-704-3801 and I will arrange a special welcome to both of you on your next visit. Thank you and Skål: Frank Vismeg

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Reviews (1,363)
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1,030 - 1,036 of 1,363 reviews

Reviewed 30 May 2013

As our Son's wedding reception was at a nearby Winery this was the perfect solution for our guests to enjoy the reception and then stay nearby. The entire experience with staff at the Hilton Garden Inn was excellent.

  • Stayed: May 2013, travelled with friends
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Review collected in partnership with Hilton Garden Inn
1  Thank Mario & Ed W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
FrankVismeg, Manager at Hilton Garden Inn Niagara-on-the-Lake, responded to this reviewResponded 31 May 2013

Dear TripAdvisor member<,

Thank you for your review and Five Star rating for our excellent service and for our location in the Niagara’s Glorious Wine Region. We are happy to hear that your wedding reception was done up to your expectation and that your guests have enjoyed our accommodation and amenities which we provide to our guests. We take pride in our services and it is always nice to hear that we have accomplished our goals to make your stay memorable. We are looking forward to welcome you back on your next return. With kind regards and Skål: Frank Vismeg

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Reviewed 29 May 2013

Rate was extremely high. Service was poor. Location is terrible. Manager told me to go somewhere else if I didn't like it. Completely unprofessional and low class. Location is by the highway in the middle of nowhere - takes 20 minutes to get to downtown Niagara On The Lake. Did not try the breakfast - because the smell was awful. The rooms were okay - but I paid a 185/night for it, which is a completely unreasonable amount for what you get. Never would I recommend this hotel.

  • Stayed: May 2013, travelled as a couple
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Review collected in partnership with Hilton Garden Inn
4  Thank Gregory D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hilton Garden I... N, General Manager at Hilton Garden Inn Niagara-on-the-Lake, responded to this reviewResponded 30 May 2013

Being a trip advisor "excellence award winner" does not happen with the above mentioned traits (poor service, extremely high rates, poor location and "smelly breakfast"). We take pride in the service and attitude we put forward to our guests. Not only do we rank well in Hilton's regular Quality Assurance inspections, but we also get wonderful reviews from the majority of our guests, Hilton Honors memeber and others on trip advisor. We feel this comment is skewed due to the rate issue. I spoke with this guest myself on the telephone on the day before his arrival. The guest was supposed to have discount on his room for being part of a wedding block that booked over 15 rooms. Although the guest in questions was 30 days late in booking his room (wedding blocks require bookings to be made 30 days prior to the event or the discounted rooms get released back into the public inventory) we were kind enough to let him keep the room at $169.00 when in fact the going rate for the rooms at this point exceed the $199.00 . The guest seemed infuriated that some guests that booked in advance received a better price than the $169. To that I explain that similar to airline tickets, hotel rates change on a daily basis and sometimes even multiple times in a day. Since the guest was not happy that the rate would not be discounted further, I simply explained that the rate offered was a great one and that if he shopped around the city he would not find a rate better than ours anywhere in Niagara-on-the-Lake. We are disappointed that one of our guests left the building unhappily, but also feel that we have done our part in being an excellent host and provided everything we say we offer. To add to this further, we had no complaints for the breakfast on this day.

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Reviewed 28 May 2013

Recently stayed here with my son for a basketball tournament. Room was clean and bed was comfortable. AC was quiet (oh yeah, it was 10C in May so we didn't turn it on). Everything in the room worked fine. It was a little pricy (+$200/night). Considering that the breakfast was extra at $12.95/person there could have been more selection. Other than the egg station, everything else was barely "continental". Lunch was good but I tend not to eat where I sleep for dinner so we didn't try the restaurant more than that.
There was a hockey tournament going on and hockey parents let their kids play mini sticks in the hallway until past 10PM which was obnoxious and a little self indulgent. Hotel did not react to the noise. Drunk parents carried on after kiddies were asleep to well in the AM. I guess they got knocked out of the tourney early.
Hotel offers two charging stations for electric vehicles. That is a nice feature.
I used the exercise room twice. They have current Precor treadmills and elliptical which I really appreciate. Free weights, an incumbent, and a medicine ball rack. It was fairly well equipped.
Well situated to Niagara Falls if you don't want to be in the middle of tourist trap but still want to drive to the sights. But the price, again... Maybe they jacked it for USA Memorial Day Holiday weekend.

Room Tip: Ask if there are hockey teams booked in, and demand to avoid those floors because hotel management d...
  • Stayed: May 2013, travelled with family
    • Value
    • Location
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Thank Allan R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
FrankVismeg, Manager at Hilton Garden Inn Niagara-on-the-Lake, responded to this reviewResponded 7 June 2013

Dear Hilton Guest,
First of all let me take this opportunity to thank you for share your experience with us and for selecting Niagara-on-the-Lake. We are happy to hear that your find our location in the Glorious Niagara Region comfortable for your needs. Also, our accommodation – The remarkable Garden Sleep System adjustable bed, guestroom amenities being of a high standard. As well that you enjoyed your meals in our Great North American Grill and that our entire team make you feel at home with their professionalism and their friendly service. I would like to apologize for the kids disturbing you in the hallway.
We are looking forward to welcome you back and to serve you on your next visit to our area. With kind regards and Skål: Frank Vismeg

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Reviewed 28 May 2013

My wife and I had the pleasure of staying at the Hilton Garden Inn during the Wine and Herb pairing weekend in Niagara on the Lake. The staff was great, hotel was clean and the location was perfect. I was just off the QEW and a great location for visiting the wineries.

  • Stayed: May 2013, travelled as a couple
    • Value
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Review collected in partnership with Hilton Garden Inn
Thank Kevin A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
FrankVismeg, Manager at Hilton Garden Inn Niagara-on-the-Lake, responded to this reviewResponded 7 June 2013

Dear Kevin and family,
It was a pleasure hosting you and thank you for writing a high rating review. Nice to know that you both have enjoyed your stay in our mid-upscale hotel with well appointed and comfortable rooms and overall services, and that you find our location ideal. Only short drive either to Downtown Niagara-on-the-Lake or Niagara Falls Casinos. On behalf of our entire team I would like to thank you for your kind words and looking forward and looking forward to welcome you back with your family and friends in the very near future. With kind regards and Skål: Frank Vismeg

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Reviewed 23 May 2013

Traveling with adult son and really couldn't find a hotel (mostly little inns geared for a romantic getaway, not a family adventure from what I could tell) that worked for us in the actual town of Niagara on the Lake. This Hilton Garden Inn was a great find. Got a good price which included the made to order buffet. Layout like all other Hilton Garden Inns, front desk staff were friendly, clean, spacious room, like new.

Stayed: May 2013, travelled with family
Thank baseballfantoo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
FrankVismeg, Manager at Hilton Garden Inn Niagara-on-the-Lake, responded to this reviewResponded 7 June 2013

Dear TripAdvisor member,

Thank you for taking the time to share your experience with us and awarding us with a Four Star rating for our amenities and cleanliness. I am very pleased to learn that the location was suitable for you same as for many other Hilton Garden Inn guests, who enjoyed many of our amenities and services including wide selections on buffet breakfast including fresh to-order any style eggs cooked to order from the freshest local and regional ingredients for a hearty lunch and dinner daily.
.
We do hope that we will have the opportunity to welcome you back in the near future. With kind regards and Skål: Frank Vismeg

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Reviewed 22 May 2013

My husband and I stayed at this hotel for our 5th wedding anniversary weekend away. Though the hotel was clean and the grounds beautiful, we were overall not as impressed as we expected to be. We found our room in need of newer decor and furnishings, especially the bathroom (old bathtub/shower). The beds were neat with the ability to change the firmness, and the pillows were great - we definitely had a great night's sleep. The cost of the movies & entertainment in the room were just ridiculous - movies for $15 (though some old ones for $5)!! Our biggest issue with the hotel was the restaurant. It was extremely underwhelming and the staff were not very friendly with the exception of a lovely coffee-refiller during breakfast. Much of the food was pre-prepared frozen options (according to the server), though the burgers were very good and clearly made in house. We were hoping for a special dinner experience for our anniversary, but didn't feel that we received that. Overall, the hotel was clean & hotel staff (except restaurant) competent. If you're looking for somewhere to stay it's a great hotel, if you're looking for that "wow factor", this isn't it.

  • Stayed: May 2013, travelled as a couple
    • Value
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Review collected in partnership with Hilton Garden Inn
Thank Meghan V
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
FrankVismeg, Manager at Hilton Garden Inn Niagara-on-the-Lake, responded to this reviewResponded 7 June 2013

Dear Meghan,
First, please accept my sincere apologies for not being satisfied with some of our services. Your comments have been shared with our management team about your disaffection . We are happy to hear that you have enjoyed our luxurious duvets and remarkable Garden Sleep System adjustable bed and that had a great sleeping experience.

Hilton Garden Inn guests enjoyed wide selections on buffet breakfast including fresh to-order any style eggs only $12.95 per person and our guests find it as a very good value. We serve Continental & Canadian Cuisine from the freshest local and regional ingredients for a hearty lunch and dinner daily.

Our team works very hard to "share the light and warmth of hospitality" with each and every guest. Majority of our guest enjoyed they stay at the 7 years old Hilton Garden Inn and returning often for our many amenities and services in the Glorious Niagara's Wine Region. Please call me directly at: 905-704-3801 and I will arrange a special welcome to both of you on your next visit. Thank you and Skål: Frank Vismeg

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Hilton Garden Inn Niagara-on-the-Lake

Address: 500 York Road, Niagara-on-the-Lake, Ontario L0S 1J0, Canada
Phone Number:
Region: Canada > Ontario > Niagara-on-the-Lake
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#5 Business Hotel in Niagara-on-the-Lake
#9 Family Hotel in Niagara-on-the-Lake
#11 Romantic Hotel in Niagara-on-the-Lake
Price Range: £80 - £232 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — Hilton Garden Inn Niagara-on-the-Lake 3*
Number of rooms: 118
Official Description (provided by the hotel):
The five storey hotel nestled in park like sating and less than 15 minutes either from Niagara Falls or Niagara-on-the-Lake features 118 spacious guestroom: 43 King rooms, 63 Queen rooms with two QQ beds, 11 Deluxe Jacuzzi Suites, which includes plenty of amenities such as: The Sweet Dreams Bed Experience, Luxurious linens and duvets and the remarkable Garden Sleep System adjustable bed, fridge, microwave and coffeemaker, 37” LCD High Definition Digital flat screen TV with on-demand movies and video games, complimentary wired & wireless high-speed Internet access, Ergonomic Herman Miller Mirra Chair, Secure PrinterON remote printing, two dual line telephone and MP3clock radio and iron/ironing board. Complimentary 24 hours Business Centre, Complimentary “to go” morning Coffee or Tea. We also offer a 24 hour Pavilion Pantry for snacks and microwavable meals, coin laundry service and complimentary parking and Electric vehicle charging station FREE of charge to our guest.Recreation Facility: Fitness centre with the latest in equipment by PRECOR, indoor heated pool and invigorated whirlpool and outdoor patio. For your dining pleasure The Great North American Grill – Restaurant, which offer Mediterranean & American cuisine and featuring made to order eggs and other delicious items, a hearty lunch and dinner specialties daily prepared by our talented Chef. Prime Rib Special every Friday & Saturday night. We can accommodate in our Garden View Ballroom conferences, dinner parties or weddings up to 220 persons with outdoor Gazebo for Wedding Ceremonies.Welcome to the HILTON GARDEN INN, Niagara-on-the-Lake and great Canadian Wine Region, Art Galleries, Golf & Journey back in time-relive the War of 1812 , “the Prettiest Town in Canada” please come and Witness History. ... more   less 
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Also Known As:
Hilton Garden Inn Niagara-On-The-Lake Hotel Niagara-On-The-Lake
Hilton Niagara-On-The-Lake
Niagara-On-The-Lake Hilton

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