Hilton Garden Inn

Recent Reviews: 1836

• User:Lynn B

  Trip type: Couples

  Perfect spot To stay for shopping at the Outlet mall or visiting Wineries 🍷

  29 Mar 2026

  Stayed here for for 1 night. Our room was very spacious Bed was very comfortable with lovely linens. Bathroom was perfect , large and clean. The only negative was the coffee bar area needed at least a pot light overhead. Definitely a perfect spot to stay if you are interested in visiting the huge Outlet Mall or driving to the numerous Wineries. Front Desk, Owner at Hilton Garden Inn Niagara-on-the-Lake, responded to this review Thank you for taking a moment to share your experience. We appreciate your feedback and value your business. We are happy to hear that you had a wonderful stay. We look forward to welcoming you back to our hotel in the future. At Hilton Garden Inn, our goal is to make your stay better and brighter. Guaranteed.

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• User:Sukriti S

  Trip type: Friends getaway

  We went to Hilton Garden Inn Jabalpur for lunch the brunch had an amazing layout 2 live counter bunches of various food

  12 Mar 2026

  We went to Hilton Garden Inn Jabalpur for lunch the brunch had an amazing layout 2 live counter bunches of various food and the service was speechless by Ashish, Mahima (Team Leader) Ramesh (Associate), and Sayan (Manager) has personally attracted me with his skills the whole staff is 💯/💯 Front Desk, Owner at Hilton Garden Inn Niagara-on-the-Lake, responded to this review Thank you for taking a moment to share your experience. We appreciate your feedback and value your business. We are happy to hear that you had a wonderful stay. We look forward to welcoming you back to our hotel in the future. At Hilton Garden Inn, our goal is to make your stay better and brighter. Guaranteed.

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• User:Kareema A

  Trip type: Solo travel

  Formal Complaint and Request for Compensation – Incident on December 24, 2025

  15 Jan 2026

  ***December 29, 2025Dear Hilton Garden Inn Management Team,I am writing to formally report a serious incident that occurred during my recent stay at the Hilton Garden Inn Niagara-on-the-Lake and to request appropriate compensation.I checked in on December 24, 2025, and checked out on December 28, 2025. I have stayed at this property several times in the past and have always had positive experiences, which makes this incident and its handling particularly disappointing.On the evening of December 24, while seated at the bar, I ordered a French onion soup as a starter. Approximately a quarter of the way through the soup, I felt a sharp pain in my mouth. Upon removing the object, I discovered a large piece of hard plastic with jagged edges, which had cut my tongue. The injury was significant and caused ongoing pain and difficulty speaking and eating for the remainder of my stay. I have photographs documenting the injury.I immediately brought the matter to the attention of my server, Judith, who was understandably shocked. She escalated the issue to Brittany, the Head Chef. I overheard Brittany respond by saying, “it happens, get over it.” This comment was extremely inappropriate and distressing. After I expressed concern about this response, Brittany later approached me, apologized, and offered my dinner on the house. While the apology was appreciated, the injury had already occurred and continued to affect me for the duration of my stay.Following this, I reported the incident to the front desk staff, Lovejot and Barb, who were also shocked after seeing the injury. I was assured that an incident report would be completed and that a supervisor named Dianne would follow up with me on December 25. No follow-up occurred.The next day, I returned to the front desk and spoke with Dianne directly, only to learn that no incident report had been filed. By this point, my frustration had significantly increased. I was then advised that the General Manager, Linda Welsh, would be available on December 26. Unfortunately, I never received any follow-up from her either.At no point during my stay did I feel that this serious incident was handled with the care, urgency, or professionalism one would expect from Hilton. Even more concerning, the Hilton Garden Inn Promise was not honored, despite my repeated efforts to seek resolution.This experience caused physical injury, emotional distress, and significantly diminished the quality of my stay. I am requesting appropriate compensation for what I endured and for the lack of response and accountability from staff and management.While my recent stay had challenges, I would like to take a moment to recognize several team members who made a meaningful and positive impact during my visit. I would like to acknowledge the following individuals for their exceptional service:• Servers: Khrishia, Judith, Cathy, and Elena• Housekeeping: Mirabelle• Maintenance: ChristianEach of these team members demonstrated warmth, professionalism, and a genuine sense of care in their roles. Their dedication and positive attitudes stood out and reflect a strong commitment to guest satisfaction. They should be commended for their efforts and recognized for the outstanding service they provided.I would appreciate a prompt response outlining how this matter will be addressed.Sincerely,Kareema Alladina***January 12 and January 15, 2026Hello Linda Welsh,I am writing for the second time to formally follow up on my email dated December 29, 2025, titled “Formal Complaint and Request for Compensation – Incident on December 24, 2025,” referenced below. As of today, I have received no response.I have made multiple attempts to contact you, including leaving voicemail messages. While I acknowledge missing a couple of your return calls, it is now January 12, 2026, and there has been no follow-up or communication since December 29. This continued lack of response is both disappointing and unacceptable, particularly given the seriousness of the matter.At this point, the absence of any acknowledgment or action gives the impression that this issue is not being taken seriously. This is now my second follow-up, and I expect prompt attention.I am requesting to speak with you as soon as possible to discuss an appropriate resolution, including compensation. Please confirm when this matter will be addressed. If I do not receive a response promptly, I will proceed with further steps to ensure this issue is formally reviewed and resolved.I expect your immediate response.***January 15 2026Dear Chris Nassetta - President and CEO,I am writing to escalate a matter that, despite multiple attempts, has gone completely unaddressed since December 29, 2025. On that date, I submitted a formal complaint titled “Formal Complaint and Request for Compensation – Incident on December 24, 2025.” As of today, I have received no response, acknowledgment, or meaningful follow-up of any kind.I have made repeated efforts to resolve this directly, including sending follow-up emails and leaving voicemail messages. While there were limited attempts to return my calls, there has been no subsequent communication or resolution since December 29. This prolonged silence is deeply disappointing and reflects a troubling lack of empathy, accountability, and customer care for a matter of this seriousness.The absence of any response conveys the impression that this incident—and the impact it has had—is not being taken seriously. At this point, the issue is no longer solely the incident itself, but the failure of your organization to respond appropriately, timely, or compassionately.I am requesting your immediate intervention to ensure this matter is properly reviewed and addressed. I am seeking compensation and a direct response outlining how this failure in communication will be remedied. After nearly two weeks without acknowledgment, this level of inaction is unacceptable.I expect a prompt response. If this matter continues to be ignored, I will consider pursuing further steps to ensure it receives the attention and review it warrants.Sincerely,Kareema Alladina Front Desk, Owner at Hilton Garden Inn Niagara-on-the-Lake, responded to this review Dear Kareema,The General Manager of the hotel is aware of the situation as described above, and will be addressing it accordingly.HGINOTL

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• User:Saugeen

  Trip type: Couples

  Mediocre Birthday Weekend

  04 Nov 2025

  I recently stayed at the Hilton Garden Inn Niagara-on-the-Lake from November 2 to November 4, 2025, to celebrate my birthday. They checked my drivers licence so it’s not as though they couldn’t see the date. In addition as a Hilton Honors member, I was disappointed that there was no recognition as an Honours member or my birthday at check-in. Typically they thank you for being a member. Upon mentioning my birthday, I was given some chocolate, which to me felt like asking for a gift.We travelled with our dog, Ellie Mae and paid an additional $50 plus tax for her to stay with us. At check-in, we received a paper bag labeled for pets, which contained a sheet outlining dog rules and a few waste bags. Not sure why the waste of a paper bag!Our room 128 was located on the first floor near an exit to the outdoors which was convenient for taking Ellie Mae outside. The bed was comfortable, the wifi worked well, and the room was fine.Breakfast was included with our stay, and we dined in the restaurant on the morning of November 3. Judith, our server, was really friendly and attentive. However, she was the only server for several tables, and the restaurant became much busier during our meal. Eventually, someone who worked in the office came to assist. We had breakfast again on the morning of November 4 and there were 2 servers in the restaurant. It didn’t seem as busy as the day before. Having 2 servers allowed for attentive and personalized service. Service is what keeps people returning to a restaurant or bar. Otherwise we could have gone to Tim Hortons for a cheaper breakfast.I also noted that snacks were outrageously expensive in the small shop near check in $8.00 for a large bag of chips. Water was $1.50 for 500 ml It wasn't exactly cheap to stay for 2 nights in the off season (just under $600) and I guess I expected more. We have stayed at other higher end NOTL places that are dog friendly within the same price point and have had better experience. Our stay was positive in a lot of aspects, but the lack of recognition for Hilton loyalty and my birthday, combined with minimal pet amenities and under staffing, left me with mixed feelings about the Hilton Garden Inn NOTL. Front Desk, Owner at Hilton Garden Inn Niagara-on-the-Lake, responded to this review Thank you for your valuable feedback. If there is ever anything that we can do to enhance your stay in the future, please do not hesitate to contact us. We are always happy to help. We look forward to welcoming you back to our hotel in the future. At Hilton Garden Inn, our goal is to make your stay better and brighter. Guaranteed.

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• User:Thomas D

  Trip type: Couples

  Room was crawling

  28 Oct 2025

  It seems like quality is failing everywhere these days. There was a time you could trust in the name of establishments. The Hilton name once carried the reputation of professionalism, and a degree of class. You could be confident if an establishment carried the Hilton name, the worry of infestation and waking to something crawling on you didn’t cross the mind. A stay that truly started perfectly, quickly became soured.At one time this establishment may have been a great experience overall. Given the circumstances of its present state, I would avoid booking your stay here before calling ahead to confirm your stay will be bug free.Tom. Disappointed Hilton member. Front Desk, Owner at Hilton Garden Inn Niagara-on-the-Lake, responded to this review Thank you for the feedback about your recent stay. We are very sorry your experience did not offer you the quality of service you deserve. We strive to give exceptional service every day, for every guest; I am very sorry to hear that we did not meet your expectations. I will share your comments with our team and want to assure you that this is not our normal level of service. We hope you will consider staying with us again in the future. At Hilton Garden Inn, our goal is to make your stay better and brighter. Guaranteed.

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