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“One of the most poorly managed Hilton Properties you will ever find” 2 of 5 bubbles
Review of Hilton Garden Inn Niagara-on-the-Lake

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Hilton Garden Inn Niagara-on-the-Lake
Certificate of Excellence
Finger Lakes Area
Level Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
“One of the most poorly managed Hilton Properties you will ever find”
2 of 5 bubbles Reviewed 9 May 2014

We frequent the Hilton brand a lot, and this particular Garden Inn is one of the worst we have ever encountered. The front desk is incompetent, the restaurant service is indifferent, and parking is impossible if they have a function going on. In the four days we stayed there we never saw a manager after repeated promises that one would contact us.

  • Stayed May 2014, travelled as a couple
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Review collected in partnership with Hilton Garden Inn

Helpful?
3 Thank John H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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1,212 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 bubbles
  • Location
    4 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (165)
Date | Rating
  • Dutch first
  • English first
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English first
Wellandport, Canada
1 review
4 of 5 bubbles Reviewed 30 April 2014

If you want to stay in a quality Hotel, here is a great place to pick! We had a great night away staying at the Hilton. It is a great quality Hotel to stay at and very clean. They have a great breakfast in the morning! And the staff are very friendly.

  • Stayed April 2014, travelled as a couple
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Review collected in partnership with Hilton Garden Inn

Helpful?
Thank Nicole L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hilton Garden I... N, Manager at Hilton Garden Inn Niagara-on-the-Lake, responded to this review, 8 May 2014
Hello Nicole,

Thank you so much for taking the time to review our property. We appreciate the positive feedback as it reminds us to continue to give our guests the best possible service and ensure their stay is to their satisfaction. We hope you return to spend some more time with us. Our restaurant and lobby have now been fully renovated and we're excited about showcasing it!

Enjoy your travels!

Olivia Hogg
Sales Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Toronto, Canada
1 review
4 of 5 bubbles Reviewed 27 April 2014

This is the best hotel in this town, very clean, friendly staff and free parking!! Wifi connectivity is excellent!! Pool area is clean and neat!! All the Niagara sight seeing places on driving distance!!

  • Stayed April 2014, travelled with family
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Review collected in partnership with Hilton Garden Inn

Helpful?
Thank Manisha J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hilton Garden I... N, Owner at Hilton Garden Inn Niagara-on-the-Lake, responded to this review, 8 May 2014
Hi Manisha,

We appreciate the time you took to review our hotel and we always love to hear our guests great experiences! We hope you come back this summer to do some more exploring in the Niagara region!

Take care,

Olivia Hogg
Sales Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Northeastern USA
Level Contributor
5 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
4 of 5 bubbles Reviewed 26 April 2014

The Hilton Garden is a nice, clean, modern hotel In the Niagara wine region. It is not in the heart of the touristy part of Niagara-on-the-Lake, but a few minutes' drive away. If a quaint location is a priority, you will be disappointed; the Garden Inn is right off the highway with not much around it but a self-contained food court across the street offering fast food options and a convenience store. However, if you're not looking for one of the pricey bed-and-breakfast properties in the center of town, the Garden Inn is a great base of operations.

We booked a Jacuzzi suite, which is not really a suite, but a large room with a big Jacuzzi tub in an alcove. The Jacuzzi filled very quickly and was more than large enough for two. Otherwise, the room was generously sized, clean, up-to-date, and about what you'd expect from a mid-priced chain. The jury is still out on the "Sleep Number"- type bed provided; it seemed to have two settings, too hard and too soft.

Parking is free and ample; the hotel appeared to be full when we were there, but we never had to search for a parking spot. Basic internet was also free, and fine for checking email or simple web surfing, but I wouldn't try streaming a Netflix movie with it. Rooms included a small refrigerator, a microwave, and a Keurig coffee maker, all nice touches.

Breakfast is not included in the rate, but is reasonable at C$12.99 a person for a fairly robust breakfast buffet that includes cooked-to-order eggs and omelets. The breakfast area was very crowded the one morning who ate there, with many people waiting to be seated and the one waitress struggling to keep up with the influx of people. Even so, I give her a lot of credit for keeping her smile throughout, doing her level best to keep up with the constant deluge of people.

As long as you have a car, the drive into the main portion of Niagara-on-the-Lake is short and easy (about 15 minutes, mostly on the same road), and takes you through areas full of wineries, antique stores, and pretty farmland. We enjoyed this drive each day and felt we found a lot of interesting place we may have missed if we'd stayed downtown.

The one negative about this property is that I discovered after returning home that the Garden Inn slaps a couple of undisclosed fees onto your bill when you check out; a "Facilities Fee" and a "Destination Marketing Fee." This fees are not disclosed at the time of booking, and I assume they hope you won't notice. I contacted Hilton to have the fees removed, but they have been less than helpful and the fees still haven't been removed.

Despite that, I would have to recommend the Hilton Garden Inn. For those who want full immersion, you may want to select on of the quaint downtown properties, but the Garden Inn provides a convenient and modern alternative for those who aren't afraid to go slightly off the beaten path.

  • Stayed April 2014, travelled as a couple
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank Frequent_Traveller15
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Tilbury
Level Contributor
52 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 44 helpful votes
5 of 5 bubbles Reviewed 25 April 2014

I spoke with . Manager Leea Sawyer regarding my stay at the Hilton and she did not disappoint in fact her and the front desk crew went far beyond my expectations. We arrived early and advised the room was not quite ready, at this point we were given wine tasting coupons for the area wineries located near the Hotel. On our return we were given a free room upgrade which consisted of a king sleep number bed, whirlpool hot tub and sauna all in the same room. As this was a surprise for my wife the front desk arranged to have 6 chocolate strawberries for our room while we went out for dinner, which was free of charge a class act in my book. The motel is located off the highway which gives you easy access to Niagara on the Lake and attractions in the area. Leea recommended the Copa Cabana Brazilian Steak house in Niagara Falls which was excellent which deserves a review by itself.Would I stay here again, without a doubt. With easy access and cheaper rates than nearby motels who wouldn't book a stay here. Keep up the good work guys and we will be booking the Hilton when in the area again.

  • Stayed April 2014, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank miser01
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hilton Garden I... N, Manager at Hilton Garden Inn Niagara-on-the-Lake, responded to this review, 9 May 2014
Good Afternoon!

We really appreciate you taking the time to review our hotel and what a review! It sounds like a wonderful anniversary and we couldn't be more pleased to hear you enjoyed your stay with us. We look forward to having you stay with us again and we promise to continue to go above and beyond!

Have a wonderful day.

Sincerely,
Olivia Hogg
Sales Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Lexington, United States
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed 22 April 2014

We only stayed one night but really enjoyed this hotel. We were tired and decided to eat at the hotel and the food was excellent with a bar. The fitness room was excellent, more equipment than you normally find at a hotel. The room was very comfortable and were enjoyed our stay very much.

  • Stayed April 2014, travelled with family
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Review collected in partnership with Hilton Garden Inn

Helpful?
Thank Thomas C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hilton Garden I... N, Front Office Manager at Hilton Garden Inn Niagara-on-the-Lake, responded to this review, 26 April 2014
Hi Thomas,
Thank you for your lovely review! we are glad that you had a great stay with us, here at the Hilton Garden Inn, we strive to make all our guest as happy as possible!
please let us know if there is anything else we can do for you!

Rocio R.
Front Desk Manager
Hilton Garden Inn Niagara-On-The-Lake
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Stroudsburg, Pennsylvania
Level Contributor
6 reviews
common_n_hotel_reviews_1bd8 5 helpful votes
4 of 5 bubbles Reviewed 19 April 2014

I typically stay at Hilton Garden Inns when traveling. The hotel is always nice, well maintained and having a microwave and fridge in the room is a bonus. The beds are comfortable and the general hotel amenities (free wifi, tv, bar) are always excellent.

My one complaint this time around was the restaurant. The hotel is very isolated - seems to be in a more industrial area than a commercial area so dining options are limited unless you want to drive elsewhere. It's not far to other places -15 or so minutes. Our first night we were tired and went to the lobby restaurant. We were the second table to be seated and only ones in the restaurant for a bit. Both tables had to get up and get our own food because the waitress continually walked by the food without picking it up to deliver. Meanwhile she's taking orders for other people at the bar. Luckily we didn't need to eat there again.

  • Stayed April 2014, travelled with family
    • 4 of 5 bubbles
      Value
    • 2 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank Bree_Zee_1966
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Hilton Garden Inn Niagara-on-the-Lake

Property: 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 (Based on Average Rates): £
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 
Reservation Options:
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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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