Homewood Suites By Hilton Waterloo/St. Jacobs

Recent Reviews: 905

• User:ChrisandJaq

  Trip type: Family

  Too expensive for what you don't get

  24 May 2026

  Stayed at this location Saturday May 23/2026. One king suite. $395.00 for one night!? Our relatives shared a two bedroom suite for just over $800 for three night. We kinda feel ripped off! This hotel is cheap on the toilet paper in both suites. The fitted sheets do not "fit" the king bed. Kept coming off. Not thrilled about our stay. Will probably choose an air bnb next time that will fit the entire group?

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• User:Brian B

  Trip type: Family

  Hilton Hotel Unfriendly Reservation Modification Policy

  02 May 2026

  BE AWARE………….Just wanted to make everyone aware of Hilton's unfriendly reservation “change or modifying” policy. Modify is a complex word these days. Anyone who's been caught booking rooms for their kid’s sports competitions at HILTON owned hotels and then had to modify their reservation will know what I’m talking about. It’s to late for us, but this may save some future “sucker” when having to book event stays that may require them to “modify” their reservation. These are the word games Hilton is playing. As per their official website reservation policy, “You can change your stay dates or modify your reservation, but if you change your stay dates, there may be a rate change.” If a person was changing a Wednesday booking for a Saturday booking (as an example), I could certainly understand their reasoning for this policy. If a person books a special 2- or 3-day package and was cancelling a portion of that, I could understand their policy.What happened this weekend in my circumstance and I’m assuming I may not be the only one, is not a logical, customer first, business practice. In my opinion this is using unfair dynamic pricing to gouge consumers and play word games with the interpretation of their policy.We had booked 3 nights (Thur., Fri, Sat), about 3 months ahead of our granddaughters’ weekend dance event, for approximately $275 per night. The final schedule was sent out a couple weeks before the event and we realized that we only needed to stay 1 night, as all of our granddaughters’ dances where on Thursday.I tried to modify my reservation online at the hotel’s website and on the Hilton app, but I was unsuccessful, so I called the hotel directly. I quickly realized why I couldn’t modify my reservation online after talking to the hotel front desk. You see, as per Hilton’s system, you can’t actually modify your reservation. “YOU WILL NEED TO CANCEL your reservation and YOU WILL NEED TO MAKE A NEW ONE! “This is the process that Hilton staff uses when you want to MODIFY your reservation. According to staff, they can’t simply delete a day from your reservation. They need to make a new reservation. And, this is the problem……………….I was told they were ALL booked because of the event, so they had no other rooms for me. I explained that I already HAD a room, I didn’t need a room, I was simply trying to modify my current reservation. I was informed that my reservation needed to be cancelled in order to rebook my room. I explained I wasn’t changing room or dates, I just wanted to modify it from 3 to 1 day. Sorry, can't do that.My new rate for the 1 night because of their DYNAMIC pricing policy would now be $758.After my unsuccessful talk with hotel staff who also contacted their regional division for clarity. I emailed Hilton Executive Customer Relations, who also supported this policy. “After reviewing this matter with the hotel’s senior leadership team, I’d like to clarify that per the terms and conditions in place at the time of booking, any modification to reservation dates or room types may result in a change to the room rate. In accordance with those terms, adjusting your existing reservation would require a rate update.”In my opinion, I wasn’t CHANGING my dates, and I wasn't asking for a different room. Please pass this along to ANY and ALL Ontario Hockey, Baseball, Dance, and any other sport or school organization so they may be better informed and be able to make informed decisions when booking and filling HILTON owned hotels for their events. I personally have never ran across this system or policy before. Knowledge is power. Good bye Hilton. You’ve successfully transformed your hotel family into the UBER and TICKETMASTER of hotels. Former Hilton Honours Client,

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• User:Mary M

  Trip type: Family

  Excellent Hotel.

  28 Apr 2026

  Great place to stay when in St. Jacobs Ontario as it is close to everything like the Market, Outlets, Playhouse, etc. We have stayed here at least 6 times in the last 2 years and would not consider staying anywhere else. Rooms are spacious with full kitchen with refrigerator, stove, dishwasher and all utensils for cooking. Free breakfasts supplied each day and there is even an area in back to barbeque. Hotel has indoor pool and weight room. Great value for all the amenities.

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• User:pam h

  Trip type: Couples

  Great location and staff, okay food, not so great pool.

  21 Feb 2026

  We chose this hotel out of several in the area for its suites, saltwater pool and included breakfast. The suite was clean and comfortable, and the kitchenette was equipped well enough, but could use an updated coffeemaker and better quality coffee. The location is great - very close to the antiques and farmers markets, and a short drive to the village and other amenities. The pool was disappointing. It’s small, shallow, too warm and there didn’t seem to be much movement. There were clumps of hair and a rather large dead bug in the water, and the pool deck is quite slippery when wet. It wasn’t well lit, and didn’t seem to be used much. The breakfast was fine, just average, although there were a number of options, as was the food at the manager’s reception. However, the service was exceptional no- the staff helpful, friendly and accommodating. The hotel was recently renovated, has good wifi and seems to have quite a few long-term guests, which contributed to a lively and welcoming atmosphere. The price was competitive so we would definitely consider staying here again knowing what to expect.

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• User:Stewart R

  Trip type: Family

  Extremely frustrated

  14 Jan 2026

  I had asked this morning for a late check out one additional hour.l was denied from the hotel and supported by homewoodsuites customer service because housekeeping could not accommodate the request.,due to heavy schedule.l have stayed at this hotel 6 nights in the last two weeks and had housekeeping maybe once.However now l am being told there to busy.l am a 72 year old handicapped man who never complains.l have a son in hospital and l am traveling back and forth from toronto .l had told them this but l guess customer service has gone the opposite direction from modern technology.

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