We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.
We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.
The latest reviews. The lowest prices. The perfect place to shop for hotels.

“Lacking sense of the spirit of customer service at this hotel”

Best prices for -
Check In mm/dd/yyyy Check Out mm/dd/yyyy
Prices are for 1 room, 2 adults
Show Prices
Compare best prices from top travel sites
and 6 more sites!
Waterfront Hotel Downtown Burlington
Ranked #8 of 14 Hotels in Burlington
GreenLeadersSilver level
Porltand, Oregon
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
“Lacking sense of the spirit of customer service at this hotel”
2 of 5 bubbles Reviewed October 24, 2013

As we all are I'm traveling and get in slightly early which happens at times and I understand that rooms are not always available. However my experience is based upon the point worth noting that the vibe of the lady at the front desk was not helpful, short, almost sarcastic. Not understanding or pleasant. Hotel is nice enough but needs some people that understand what the spirit of customer service really is. There are many other hotels within the area to choose from if they don't want my business!

  • Stayed October 2013, traveled on business
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Patrick L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jason S, General Manager at Waterfront Hotel Downtown Burlington, responded to this review, October 25, 2013
Thank you for taking the time to write your important comments. As Customer Service is a top priority and essential to our business we thank you for your understanding and we apologize for the delay and inconvenience you experienced. We strive to be aware of the many different needs of travellers. Our Customer Service staff work hard to exceed the expectations of all guests each day at the Waterfront Hotel.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Write a Review

367 reviews from our community

Traveler rating
    57
    127
    78
    54
    51
See reviews for
80
104
13
106
Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    3.5 of 5 bubbles
  • Rooms
    3 of 5 bubbles
  • Service
    3.5 of 5 bubbles
  • Value
    3 of 5 bubbles
  • Cleanliness
    3.5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (111)
Date | Rating
  • Dutch first
  • English first
  • French first
  • German first
  • Italian first
  • Swedish first
  • Any
English first
Salem, Wisconsin
Level Contributor
82 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
3 of 5 bubbles Reviewed October 17, 2013

Driving up to the hotel, I thought "oh my, how beautiful". After seeing my room, I just thought "oh my". The hotel is obviously dated, could use some major cosmetic work to bring it back to what it might have been when it opened. My bed was relatively comfortable and I maintained a good temperature within the room. I did have some issues with the alarm clock but that was fixed by changing outlets. The restaurant was decent and since I checked in around 7:00 it was the perfect place for dinner, although I thought a tad pricey. Breakfast was good with a nice selection.

Room Tip: The higher floors obviously have the better views, although the windows were quite dirty. The eleva...
See more room tips
  • Stayed October 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank dbunnies
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jason S, General Manager at Waterfront Hotel Downtown Burlington, responded to this review, October 25, 2013
Thank you for taking the time to review your stay with us. We appreciate all your comments and thank you for highlighting our location, our beds, temperature control systems and our restaurant including our complimentary breakfast offerings. We apologize for the frustrations with the alarm clock but glad it was resolved and apologize that the windows were not yet cleaned which did take place October 18th 2013. Thank you again and we look forward to welcoming you back to the Waterfront Hotel.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Level Contributor
6 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
2 of 5 bubbles Reviewed October 16, 2013

We stayed here recently for one night without checking recent reviews: something I don't usually do. They have a very nice pool, great location and the staff were pleasant. We had stayed here once before shortly after it opened (under a brand name) and had been quite pleased at the time. Unfortunately, I'm pretty sure the rooms hold the original furniture and it is definitely looking very worn. We had booked a king corner room to take advantage of the view but since the draperies were only able to open halfway, you had to stand at the window and hold the curtains back to see what we had paid extra for. There is a small fridge and microwave but they are stacked on top of one another and sitting on a small end table so they looked totally out of place. Bathroom floor tiles had been replaced with mismatched ones and even some of those were falling off. The breakfast was pretty bad as noted by others but if you're not picky, at least you will not leave starving. If it had not been a holiday, we probably would have skipped it altogether and found somewhere else to eat. If you are able to get a great rate and plan on spending little time in your room, this could fit the bill. The bed was comfortable and the room was clean but don't expect a pretty room.

  • Stayed October 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank lbso73
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jason S, General Manager at Waterfront Hotel Downtown Burlington, responded to this review, October 25, 2013
Thank you for taking the time to review your stay with us and for acknowledging our pool, location, beds and other amenities as well as our "pleasant" staff. We appreciate your continuing patronage and value your comments on our product, which we continaully work to improve on so as to enhance your stay(s) with us, We hope the rest of your travels were safe ones and look forward to welcoming you back to the Waterfront Hotel
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Toronto, Canada
Level Contributor
34 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
2 of 5 bubbles Reviewed October 14, 2013

We stayed here when my wife was part of bridal party for a wedding in Burlington. The staff are nice enough, and the location are excellent. Lots of things within walking distance as others have noted. The disappointment started with the door of our room..taking 2 or three tries every time to get the handle to open after the green light came on. The room itself was dark and dingy (213), with a small window. The bride was in a suite (523) with a Jacuzzi in the room..again with a small window for the view. The bed was Ok, and as others noted the towels are worn out and not very good as bath towels. Perhaps the biggest letdown was the so called breakfast. There was something called "'french toast" which was like cardboard, something labelled coffee, which was how I imagine recycled dishwater might taste. My wife has a gluten allergy, and so there was was not a single thing she could have except a cup of tea. I have been to highway motels with better food than this. This hotel survives off the location, but doesn't offer the traveller much in the way of "comfort" or "extra". I would not stay here again.

  • Stayed October 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Blackryder-Toronto
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jason S, General Manager at Waterfront Hotel Downtown Burlington, responded to this review, October 25, 2013
Thank you for your review and for highlighting our downtown, waterfront location. We hope the many positive aspects of your stay including our location and staff helped to make the wedding a great success and outweighed your frustrations in the breakfast area. A few of the items served at breakfast are "gluten free" and our breakfast staff work hard to identify each items ingredients as we take into consideration the numerous dietary restrictions that exist. Thank you again for taking your time to write in and we hope to see you again in your future visits.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Edmonton, Canada
Level Contributor
80 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 78 helpful votes
3 of 5 bubbles Reviewed October 7, 2013

Located on the harbourfront means a great view & easy access to wide, paved, long (>10km) trails. Nothing fancy nor modern at all, it fits the needs of average travellers looking for a place to stay.
Good: free breakfast (all carbs & "eggs" in the form of an omelet); free wifi; fridge in room; clean; good air conditioned gym with 2 treadmills, 3 elipticals, 3 reclining bikes & a universal type machine for wts. No free wts.; towels are in the washroom/changeroom (i discovered 1/2 way thru); pool & hot tub; great customer service before check-in, & during stay; quiet rooms even with a wedding
Not good: plastic utensils to eat that free breakfast with: the knives are hard to cut with, etc. Paper cups for your coffee,, too. Water fountain in gym doesn't work well (dribbles just above spout so unless you want to put your mouth right down there... bring a water bottle); parking is shared with the pub so tricky on weekends!
Attached to the pub, which could be good if you want that.

Room Tip: We were at the opposite end to the pub. I can't say, but imagine it helped keep it quiet!
See more room tips
  • Stayed October 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank MumJakeShy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jason S, General Manager at Waterfront Hotel Downtown Burlington, responded to this review, October 25, 2013
Thank you for your tremendous review covering all aspects of your stay with us, and for acknowledging our location and convenient trails, breakfast, fitness area and most importantly our customer service which is our top priority. Thank you also for taking the time to mention the few areas where we can improve. We continually attempt to enhance all areas of our guest experience and your comments will assist us to do so.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Longwood, Florida, United States
Level Contributor
12 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
3 of 5 bubbles Reviewed October 3, 2013 via mobile

The location for this hotel is wonderful on the lake and very near the QEW. On the positive side the beds are great for sleeping, but the hotel is dated, poor quality furnishings, thin towels and the bare necessities no plugs or stoppers for the sink or bath tub and the wall safe was falling off the wall. However, it is a good deal for the price and includes a modest breakfast.

Stayed September 2013
Helpful?
1 Thank Deana S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jason S, General Manager at Waterfront Hotel Downtown Burlington, responded to this review, October 25, 2013
Thank you for taking the time to review your stay and highlightling our location and beds which we hope helped to enhance your stay. We apologize for the inconveniences in your room and have taken corrective action based on your comments. We hope you had safe travels and look forward to welcoming you back to the Waterfront Hotel.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Ottawa, Canada
Level Contributor
11 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
2 of 5 bubbles Reviewed September 24, 2013

I really feel that this hotel could be so much more, but isn't making the most of its potential. As other reviewers have noted, the Waterfront is in a great location. Not only is it right on the lake shore, but you can easily walk to an assortment of nice restaurants and cafés in Burlington. I also found the front desk staff to be very courteous when I checked in and out.
As for the facilities, they were very disappointing. The rooms could be described as basic at best, with a very noisy heating and cooling system. I also found the food to be incredibly disappointing. The breakfast buffet had very few options, and the hot choices were never fresh. Also, the lunch boxes provided to our board meeting on the last day were the worst I have ever seen.

  • Stayed May 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank RavensFlight
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jason S, General Manager at Waterfront Hotel Downtown Burlington, responded to this review, September 26, 2013
Thank you for taking the time to review your stay with us. We thank you for recognizing our location, our downtown and most importantly our "courteous" staff. We apologize for the disappointment you experienced with the food services which is understandably an important part of your stay. As we strive and work hard to enhance all aspects of your stay with us, I would invite you or a member of your organization to contact our catering department to help idenitify and most importantly improve for future meetings. Thank you again and we look forward to welcoming you back to the Waterfront Hotel.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Hotels you might also like...
Travelers also viewed these Burlington hotels
5.1 mi away
Hilton Garden Inn Toronto / Burlington
2.4 mi away
Comfort Inn
Comfort Inn
#3 of 14 in Burlington
4.5 of 5 bubbles 161 reviews
2.8 mi away
Quality Hotel Burlington
Quality Hotel Burlington
#5 of 14 in Burlington
4.0 of 5 bubbles 424 reviews
Show Prices
Show Prices
Show Prices
1.8 mi away
BEST WESTERN PLUS Burlington Inn & Suites
2.0 mi away
Holiday Inn Burlington Hotel & Conference Centre
5.1 mi away
Homewood Suites by Hilton Burlington
Show Prices
Show Prices
Show Prices

Been to Waterfront Hotel Downtown Burlington? Share your experiences!

Write a Review Add Photos & Videos

Additional Information about Waterfront Hotel Downtown Burlington

Property: Waterfront Hotel Downtown Burlington
Address: 2020 Lakeshore Rd, Burlington, Ontario L7R 4G8, Canada
Phone Number:
Location: Canada > Ontario > Burlington
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Green Hotel in Burlington
Price Range (Based on Average Rates): $$
Hotel Class:3 star — Waterfront Hotel Downtown Burlington 3*
Number of rooms: 129
Official Description (provided by the hotel):
Waterfront Hotel-Downtown is a landmark in the city of Burlington, Ontario, on the shores of Lake Ontario. With spectular panoramic views and all the conveniences of downtown within steps of the hotel. A perfect getaway with inspiring waterfront parkland and trails, unique shopping, museums, exquisite dining and world class festivals situated less than an hour from Toronto and Niagara Falls. ... more   less 
Reservation Options:
TripAdvisor is proud to partner with Booking.com, Hotels.com, Expedia, Travelocity, Hotwire, TripOnline SA, Cheap Tickets and HotelQuickly so you can book your Waterfront Hotel Downtown Burlington reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
Also Known As:
Burlington Travel Lodge
Burlington Travelodge
Travel Lodge Burlington
Waterfront Hotel Downtown Burlington Ontario

Is This Your TripAdvisor Listing?

Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.

Claim Your Listing