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“best location in town, sparkly clean pool, great value” 4 of 5 stars
Review of Hilton Garden Inn Freeport Downtown

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Hilton Garden Inn Freeport Downtown
3.0 of 5 Hotel   |   5 Park Street, Freeport, ME 04032   |  
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Ranked #2 of 11 hotels in Freeport
GreenLeadersBronze level
Boston, Massachusetts
Reviewer
4 reviews 4 reviews
“best location in town, sparkly clean pool, great value”
4 of 5 stars Reviewed January 23, 2013

Stayed this past weekend with our two young boys. Room was spacious and very clean. Reception was helpful and accomodating. Location is within a 5 minute walk to any of the Outlets or restaurants in town. My boys loved the swimming pool and hot tub and free afternoon cookies. Husband and I loved the inroom coffee and lobby coffee service: )
After leaving, we realized that we had lost a pricey electronic item and called the hotel as we were driving home. The front desk tracked it down while we were on hold and had it waiting when we swung back to pick it up. Thanks to housekeeping for finding it!
Highly recommended for any sort of Freeport visit.

Room Tip: Note: The hotel is on the train tracks (maybe 15-20 feet from our window to the tracks). This was a...
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  • Stayed January 2013, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HGIFreeport1, General Manager at Hilton Garden Inn Freeport Downtown, responded to this review, January 28, 2013
Thank you for taking the time to share your wonderful comments and feedback about your recent stay with us at the Hilton Garden Inn Downtown Freeport! We appreciate your kind words and acknowledgement of our housekeeping and front desk staff. I have passed on your comments to our team! Thank you again to staying here with us, we look forward to seeing you again soon!

Kaitlin Roderigue
Guest Service Supervisor
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Rating summary
  • Location
    5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (67)
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English first
Winchester, Massachusetts
Senior Reviewer
9 reviews 9 reviews
3 hotel reviews
Reviews in 7 cities Reviews in 7 cities
71 helpful votes 71 helpful votes
4 of 5 stars Reviewed January 23, 2013

We spent a night at the Hilton Garden Inn this past weekend, and had a great time. Our room was very clean and spacious. The kids loved the pool (despite the fact that it's a little small). And the staff was gracious and accommodating. Perfect location just down the hill from L.L. Bean and the outlets. Please note--it is VERY close to the railroad tracks, but we didn't mind that at all. Our sons enjoyed watching the Downeaster go by--which it did at a very slow and quiet pace. Family members recently moved to the area, and we'd definitely consider staying here again.

Room Tip: Ask for a room opposite the train tracks if you're a light sleeper--but we enjoyed watching them...
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  • Stayed January 2013, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HGIFreeport1, General Manager at Hilton Garden Inn Freeport Downtown, responded to this review, January 28, 2013
Thank you so much for choosing to stay here at the Hilton Garden Inn Downtown Freeport! We greatly appreciate your positive feedback and kind comments! I am happy that the noise from the Amtrak did not bother you during your stay, and that your sons actually enjoyed watching it pass by! In the spring time, the Amtrak will no longer be whistling their horn, as the town of Freeport has passed a “quit zone”. Thank you again for taking your time to share your experience with us. We look forward to seeing you again soon!

Kaitlin Roderigue
Guest Service Supervisor
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Peterborough, New Hampshire
Senior Contributor
43 reviews 43 reviews
25 hotel reviews
Reviews in 25 cities Reviews in 25 cities
30 helpful votes 30 helpful votes
5 of 5 stars Reviewed January 20, 2013

We always stay here and the service remains consistently good. Rooms are clean, staff is exceptional, food is terrific and the management goes above and beyond to please. By the way, we liked your new decor...
Something different this stay. We had dinner in the hotel and it what a pleasant surprise.The staff was very attentive and wanted to keep the young ones occupied with coloring and stories. We were all pleased with the different dishes we ordered, so pleased we ate there both evenings of our stay. It's so much easier than leaving the hotel and the quality of the food was wonderful and the cost was certainly reasonable. I enjoyed a huge piece of fresh haddock, cooked to perfection on a bulky roll with fries and all the condiments; better keep that Chef.
Breakfast was excellent with made to order choices. The dining room staff is always attentive and helpful and they have been there a long time. Lack of turnover is a strong indicator of a good manager that knows how to lead.
The pool was a perfect temperature and the area was very clean. The towels do need an upgrade as they are pretty thin and rough. :)
Another change is the train that travels on a track right out the window of the suite we had and the kids were beyond thrilled to hear and see it going by several times. If you don't like the sound, just keep the fan on in your room, but our family found it enjoyable.
Thanks Josh (MGR) for making our stay "just like home".

Room Tip: Rooms in front of hotel won't hear the train going by. Suites are roomy and great for the family...
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  • Stayed January 2013, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HGIFreeport1, General Manager at Hilton Garden Inn Freeport Downtown, responded to this review, January 23, 2013
Thank you for your very kind comments from your recent stay with us! We are so glad you have chosen to be our guest and our goal is always to create a "home away from home" experience! Our new chef is amazing and has done a wonderful job moving our restaurant and banquet facilities to the next level. We are very lucky to have him on our team! His new menu just rolled out two weeks ago and it has received rave reviews. I am glad you enjoyed it so much, you spent two evenings in our Garden Grille & Bar! We are really trying to transform the entire grille, bar & lobby as a whole and I'm so glad you enjoyed our new look. More changes to come through this year as well! We are working on the pool towels. You are right, they are a challenge which we need to address and we will!

Amtraks arrival to Freeport is a wonderful thing and adds a great transportation option for many of our guests. The trian tracks do run close to the hotel; however I am so glad you didn't find it to be horribly noisy. We have been working very closely with the town of Freeport to get a Quiet Zone passed. Early in January, the town did decide to move forward with that designation. We are very excited about this and are glad to let guests know the train whistles will stop by Spring! In the meantime we offer every guest who might be concerned of noise a Sleep Deep Kit!

Thank you again for your wonderful review and we hope to see you again very soon!

JoshCushing
General Manager
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Boston, MA
2 reviews
5 of 5 stars Reviewed January 2, 2013

Travel on business takes me away from home frequently; however this trip was a nice, relaxing holiday getaway to a beautiful coastal Maine town, Freeport! Living in the Boston area, I heard of the new downeaster train service to Freeport & beyond & had to try it out. The trip was great, an easy train ride. we stepped off the train & were right in town. We saw this hotel actually had a shuttle waiting at the train but we decided to walk as it is so close by! We might have taken a ride if it wasn't a nice day. We were able to check in with no hassle, even though we were a bit early and I could tell Freeport was busy on a December holiday weekend, so they must have been here too. Our room was nice, just what we needed for a quick overnight away. I stay at Hilton Garden Inns a lot and I always appreciate the microwave & fridge to keep a water handy. We did have a room facing the train tracks, on an upper floor. We arrived on the train & really appreciated the location so close to everything so we chose to accept the fact the train would & did cause a bit of noise, it certainly wan't that bad. It doesn't go by that frequently. We really appreciated being right in town so we could make multiple trips back to our room with no hassle. The town was decorated for the holidays (the hotel too) & it was nice to walk around at night & see the lights, especially at LL Bean. Every staff member we encountered was very nice & always offering help or just a smile. I always appreciate that! We enjoyed a glass of wine in the bar before we went out to dinner and had a great breakfast before we left the next day. Overall a great stay which we will definately do again in the future!

Room Tip: Accept the fact that the location is so convenient to everything, there might be a bit of noise - it...
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  • Stayed December 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HGIFreeport1, Guest Service Supervisor at Hilton Garden Inn Freeport Downtown, responded to this review, January 4, 2013
Thank you for your recent stay at the Hilton Garden Inn Downtown Freeport! We appreciate you taking the time to share your comments and feedback with us. We are very happy to hear that you were able to take advantage of the new Freeport stop on the DownEaster Amtak train! Thank you for mentioning our shuttle, which is a brand new addition to the hotel! In the future, we do have rooms that face away from the train tracks and you can request that at check in, or even call before you arrive! We appreciate your kind words about our staff members and our restaurant! Thank you again for your comments and your positive feedback! We hope to see you again very soon!


Kaitlin Roderigue
Guest Service Supervisor
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Portland, Maine
Top Contributor
82 reviews 82 reviews
50 hotel reviews
Reviews in 61 cities Reviews in 61 cities
63 helpful votes 63 helpful votes
3 of 5 stars Reviewed December 31, 2012

I live only a few miles away from this hotel, and we decided to book a suite for our daughter's 7th birthday, inviting family and friends over to the suite for cake & ice cream. I called the hotel a week in advance to ask if I could have a 2pm check-in time in order to get my daughter into her dress and put the cake out, etc, before the guests showed up. I was told this would be fine, but when we showed up at 2, the room "was next in line to be started". I had read the Trip Adviser comments previously, and had noticed quite a few complaints about the housekeeping, so I actually wasn't totally surprised on being told this. 45 minutes of sitting in the lobby, 15 minutes before birthday guests were arriving (one arrived at 2:30 and sat with us in the lobby), we were finally allowed into the room. But they didn't have the blanket for the hide-a-bed, so we had the treat of housekeeping showing up at the room in the middle of opening presents to deliver the blanket. The ice cream was melted, we had no time to blow up balloons - it was ridiculous. For $200/night I definitely think it should have been a less painful experience. The pool area had a lot of hair and wet fuzz - the next morning when we went in at 8am, the hair and fuzz were still there, just dried on. There was only one chaise longue in the pool area, and seating was extremely limited. The exercise machines had gunk in the pedals, etc, and one had a "sorry out of service" sign taped to it. I just got the feeling that the housekeeping staff doesn't have its act together, or is understaffed, or poorly staffed - or something. People who stay at a Hilton expect a little better class than a cheap Holiday Inn, and certainly pay a little more for that expectation to be met. I'm a Hilton Diamond member since 2001, and this was one of the worst experiences I've had with a hotel. One thing that could have added to the disappointment was the active passenger train track only about 20 ft from our window - it ran past several times during the evening, and woke us all up at about 6:30am. But that actually turned into a positive - the kids all ran to the window to watch the train go by - they loved it! And we are early risers so the morning train didn't bother us at all - just made us want to plan a train trip to Boston this spring. The train whistle isn't very loud, almost musical - I found it a pretty sound. Others may feel differently, but if you have little kids - ask for a room near the track - they'll love it! On a positive note, the staff we encountered were all very pleasant and helpful.

Room Tip: If you have little kids, get a room near the track - they'll love to watch the pretty passenger...
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  • Stayed December 2012, traveled with family
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HGIFreeport1, General Manager at Hilton Garden Inn Freeport Downtown, responded to this review, January 23, 2013
I am so sorry your experience with us was such a horrible one. We have reached out to you directly via the message option to ask for more information as we want to make this right for you. This is not the experience we ever want any guest to have while staying with us. We hope to hear from you very soon!
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Fairfield, Connecticut
Top Contributor
408 reviews 408 reviews
25 hotel reviews
Reviews in 113 cities Reviews in 113 cities
92 helpful votes 92 helpful votes
5 of 5 stars Reviewed December 29, 2012

We enjoyed our stay at this hotel. Our room was spacious and comfortable. We were able to walk to all the stores and restaurants in downtown Freeport Me. They offered a buffet breakfast for $ 9.95 per person. There were hot and cold options. We were able to order omelets as well as pancakes. The hotel has an indoor pool and hot tub as well a an exercise room. The staff was very friendly and helpful. There was also complimentary hot tea, coffee and hot chocolate available throughout the day and evening,

Room Tip: Ask to face front of hotel away from train tracks
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  • Stayed December 2012, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HGIFreeport1, Guest Service Supervisor at Hilton Garden Inn Freeport Downtown, responded to this review, January 2, 2013
Thank you so much for staying here at the Hilton Garden Inn Downtown Freeport! We appreciate you taking the time to share your comments about your recent stay! We are happy you enjoyed your time at our hotel and in Freeport! Thank you again for your kind words and your positive feedback! We hope to see you again very soon!
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Boston, MA
Top Contributor
80 reviews 80 reviews
13 hotel reviews
Reviews in 43 cities Reviews in 43 cities
58 helpful votes 58 helpful votes
2 of 5 stars Reviewed December 13, 2012

Last year we had a great experience here. This year we were lied to (told on the phone that we could have a cot and it would be in our room on arrival, then told at check-in that there were only 3 cots on property and they would not fit in the room anyways), given a room occupied by a chain smoker (later moved), but then moved to a room that faced the railroad tracks. When calling the front desk the night before checkout to ask about getting a late checkout, was told to check with the desk in the morning, and when we did that we could see a long list of rooms that were in a queue for late checkout, and "we were the last to get on the list." Really, a list for late checkout that starts at WHAT TIME in the morning?

Room Tip: Try not to get a room on the side of the hotel that faces the train tracks.
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  • Stayed December 2012, traveled with family
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HGIFreeport1, Manager at Hilton Garden Inn Freeport Downtown, responded to this review, December 14, 2012
Thank you so much for taking your time to share your feedback about your recent stay here at the Hilton Garden Inn Downtown Freeport. I apologize about the hassle you encountered during your stay with us. I am so sorry for this lack of service and assure you that whenever possible we always try to accommodate the needs of our guests! We do stand firmly behind our Satisfaction Promise and try to do whatever possible to ensure guests are satisfied. I have reached out to you directly via your Trip Advisor profile to make this situation right. I have passed on your comments to our department heads to avoid situations such as yours from happening in the future. I apologize again that your stay with us was less than acceptable and hope you can give us another chance during your future Freeport travels!
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Additional Information about Hilton Garden Inn Freeport Downtown

Address: 5 Park Street, Freeport, ME 04032
Phone Number:
Location: United States > Maine > Freeport
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Swimming Pool Wheelchair access
Hotel Style:
#1 Green Hotel in Freeport
#2 Romantic Hotel in Freeport
#2 Business Hotel in Freeport
#3 Family Hotel in Freeport
Price Range (Based on Average Rates): $$
Hotel Class:3 star — Hilton Garden Inn Freeport Downtown 3*
Official Description (provided by the hotel):
Park once, walk everywhere! Discover the Hilton Garden Inn nestled in the heart of Freeport village just two blocks down the hill from L.L.Bean®. Shop ‘til you drop at over 150 up-scale outlets and restaurants, most within walking distance. Unwind with a dip in the pool or hot tub. Enjoy a cocktail in our Pavilion Lounge then sit down to a scrumptious meal prepared by one of our talented chefs in the Great American Grill. ... more   less 
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Also Known As:
Hilton Garden Inn Freeport Downtown Hotel Freeport
Hilton Freeport
Hilton Garden Inn Freeport Downtown Maine

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