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“Don't expect anything above and beyond”

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Hilton Garden Inn Niagara-on-the-Lake
Certificate of Excellence
North Bay, Canada
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
“Don't expect anything above and beyond”
2 of 5 bubbles Reviewed June 17, 2014

A large group of guests attending a wedding at a local winery chose this hotel because of its proximity. It is a lovely facility with a spacious well-decorated lobby (though not well air conditioned) and large, clean, well-furnished guest rooms. The group made several requests for group rates and special breakfast arrangements which ended in non-response by the hotel. I don't know if the response would have been better if the wedding was being held at the hotel. I would recommend using web bookings and avoiding talking to the hotel staff.

  • Stayed June 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Ross I
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, June 18, 2014
Thank you for reaching out to us via TripAdvisor. Please know that your group's satisfaction is of the utmost importance to us, and we apologize for the mismanagement of the situation, and for the frustration you faced. We are dedicated to meeting and exceeding the expectations of all of our guests and regret this was not your impression. We encourage our guests to contact our offices directly so that we may provide the best rates and services for your needs. We hope you will consider staying with us again should you return to our area in the future.

Thank you,

Leea Sawyer
Assistant General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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1,235 reviews from our community

Traveler rating
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See reviews for
334
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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
Traveler tips help you choose the right room.   Room tips (166)
Date | Rating
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English first
Burlington, Canada
Level Contributor
6 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
2 of 5 bubbles Reviewed June 10, 2014 via mobile

This hotel does not offer the usual "Hilton experience" that we love. We wanted to book a group of rooms for our wedding guests which wasn't an option...even though we would've booked 40+ rooms. So each guest had to book separately. The room was truly lack luster. The curtains did not close enough to block out the street lights, so we had to get creative (see attached pic). The bed was rock hard and pillows not comfortable. The staff at the desk was not very friendly. We recommend spending a bit more money and staying at White Oaks Resort down the street.

Stayed June 2014, traveled as a couple
Helpful?
Thank CSells_Sea_Shells
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, June 12, 2014
Thank you for choosing to stay with us as part of your wedding experience and for taking the time to share feedback your feedback via TripAdvisor. We appreciate your honest input on our service and appointment and we will use your comments on our guestroom appointment and hospitality as we continue to evolve our guests' experience. We hope you will return to stay with us the next time you are in the area so we may better demonstrate our commitment to your satisfaction.

Thank you,

Leea Sawyer
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
dallas, texas
Level Contributor
113 reviews
37 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
4 of 5 bubbles Reviewed June 9, 2014

My husband and I needed to be in the St. Catharines/Niagara-on-the-Lake area overnight to take care of some family business and decided to cash some Hilton Honors points to keep costs down. The location is very convenient (right off the QEW), the room was nicely appointed and very clean, and every staff member we came in contact with was friendly and welcoming. We had a great night's sleep since the hotel was so quiet.

We enjoyed a glass of local wine at the bar and the service was attentive but not hovering. We did not eat at the hotel, although we saw the restaurant was packed for the breakfast buffet when we checked out.

We really enjoyed our stay at this property and when we need to come back, would stay here again, even if we did not have points to use.

Room Tip: We had a room that faced the green space at the back of the property and that may be the reason it w...
See more room tips
  • Stayed June 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank jooles_p
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
london, Canada
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
4 of 5 bubbles Reviewed June 9, 2014

Nice hotel, it was close to Niagara on the lake and Niagara falls (15min by car either way) I had booked a double Queen room it was comfortable and clean. Staff were polite and helpful. The breakfast was very good but a little expensive, I would have thought it would be included as part of the hotel booking, like most hotels do these days. I would stay there again if I wanted to be in an area close to the wine touring district and the falls

  • Stayed June 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Garden Inn

Helpful?
1 Thank Pam C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Toronto
Level Contributor
113 reviews
74 hotel reviews
common_n_hotel_reviews_1bd8 63 helpful votes
4 of 5 bubbles Reviewed June 8, 2014

This hotel is a great option for the staying in the NOTL area.
The rooms are very well designed, furnished and appointed. They are clean and well maintained.
I had a great sleep and could say enough about how well HGI executes on their rooms.
The only missed opportunity would be the cool reception at checking (the desk clerk was fast, efficient and cordial - however not very welcoming - a smile, please and thank you - would have gone a long way.

Otherwise, a great experience - HGI set the standard for hotel facilities - always first rate!

  • Stayed June 2014, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Mark H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Grimsby, Canada
Level Contributor
11 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 32 helpful votes
1 of 5 bubbles Reviewed May 31, 2014

I'd rate this hotel but we did not get to stay - they apparantly don't understand 'reservation'. Attended a wedding May 31st... tried to check in but our room was not ready. Upon our return during the wedding reception to the front desk we were told our room was no longer available as it was 'reassigned' to other people and no rooms were available. They did offer to shuttle us to another Niagara Region location... Of course everyone is at this location so this was totally unacceptable to the number of couples that this had happened to through the evening. I should have known earlier in the day that this staff was clueless when one of the guests returned to the front desk because the room they had been assigned was already occupied! So under no circumstance should this hotel be booked for a wedding or any other event or especially if guests will be from out of town! Thoroughly dissappointed!

Stayed May 2014, traveled with family
Helpful?
4 Thank Steve B
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, June 3, 2014
I sincerely apologize for the inconvenience imposed during your recent visit to the area. I appreciate your flexibility as we experienced an abnormal situation. I have contacted our front office department in regards to your comments and we are evaluating our policies and procedures so as to prevent similar issues from occurring in the future. I do hope the next time you are in the area you will consider staying at our hotel so we may better demonstrate our commitment to your satisfaction.

Thank you,

Leea Sawyer
Assistant General Manager
leea.sawyer@hilton.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Atlanta, Georgia
Level Contributor
499 reviews
118 hotel reviews
common_n_hotel_reviews_1bd8 198 helpful votes
4 of 5 bubbles Reviewed May 31, 2014

I stayed here for 2 nights. The hotel is right off the QEW, with easy access to Niagara Falls and about 35 minutes from Hamilton. It is not real close to the the tourist area on the lake, but there are wineries not too far away. The room was nice and modern. They have a good bar that was very busy when we were there. They also had food in the evening. I only had small plates which were good. It was good for our business meeting.

  • Stayed May 2014, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Jim_atl
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:
Location: Canada > Ontario > Niagara-on-the-Lake
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center 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 
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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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