Hilton Garden Inn Niagara-on-the-Lake — Hotel in Niagara-on-the-Lake

Full disclaimer, I did not make the reservation but I did pay for my stay here.

TL;DR - Room was almost spotless; Front desk staff was AMAZING; Restaurant staff inconsistent and subpar.

The room was clean upon arrival. It was a little tight since we got a room with 2 queen and requested a crib, but we made it work. Overall the room was tidy with the exception of a few strands of hair from the previous guest still on bathroom counter (gross) and a small piece of trash in one of the crevices of the room that would've been otherwise overlooked if we hadn't dropped something in that area.

Front Desk Service - from start to finish, this crew was FANTASTIC. I couldn't even praise them enough for their excellence. All staff I spoke to at the front desk were polite, enthusiastic and eager to help.

We went to the restaurant at 3 different occasions. Here's where it gets a little questionable. July 4 supper time - only 1 server working, which was tough on her since we had quite a few patrons dining at the time. I get that it's a Monday night but sheesh, poor lady was running around taking care of everything (besides cooking) on her own. Everything was good except she wouldn't give us a high chair for my toddler. Weird, given the last time I came here to eat, I was offered one. There weren't any other kids using high chairs at the time either. Food was great, no problems there. Thank you chefs. July 5 breakfast - server for our table was super helpful and made sure we were taken care of. It was a great experience. Food was great. Thank you chefs. July 6 breakfast - so my wife walked into the restaurant and grabbed a seat, immediately one of the servers gave her so much attitude about not waiting to be seated and then continued to give us extra sass throughout. This server was switched out for another shortly after. Miraculously, they suddenly have high chairs! I ordered chocolate chip pancakes, and when the food came, pancakes had no chocolate chips. I told the lady who brought my food out that I didn't order plain pancakes, she just turned around, didn't say anything and took the plate away. The server who took my order confirmed to her I did order chocolate chips. At this point there was no apology about this mistake. Shortly after, the lady who brought my food out came and ask me if I wanted chocolate chips on the side... I was uneasy at this point. I'm ok with mistakes but I get offered an effortless attempt to rectify the mistake. I still didn't get an apology yet. Of course I declined and asked for my order to be made properly. Only when the proper order came out did I receive an apology for the mistake.

All in all, I would say this place is good to stay in but go eat elsewhere, there are plenty of food options available within a...

Okay this is the second time I have stayed here. I've been here for a week. Let me start with the lobby it's very pretty and it's near the outlet malls and the wineries of Niagara on the Lake. It's conveniently located right off the freeway with lots of parking. I stayed here while they were doing renovations which I didn't know until I actually checked in which wasn't very good considering the room rate was very high and they should have given a lower price considering all the noise and construction. I was in a very noisy room in which I was transferred to a different part of the hotel where there was less construction it was still noisy it was on the 5th floor so I could hear all the stuff on the roof grinding noises and humming noises constantly it sounded like clothes in a washing machine 24/7. The maids in the hall outside the door were loud and I could hear them talking every morning and laughing. The room was clean but the beds were extremely uncomfortable they were very hard and the pillows were mushy and and had no structure worst pillows ever. The TV had all the sports channels scrambled going in and out and and the sound was broken on my TV. The bathroom was pretty as it was renovated but the shower head was too close to the wall so you have to get right under it or else you couldn't get a shower. The bathroom faucet stuck out too far in the sink so it made it difficult to brush your teeth and wash your face and the sink leaked so any toiletries you had on the counter got soaking wet. The Wi-Fi is the worst ever if you're from the United States and you have an American cell phone tablet or computer the Wi-Fi will go in and out for you constantly I found that people that had local cell phone providers didn't have as much of a problem but the Wi-Fi is unreliable. I ordered food from the restaurant and it was very bland. Canadian food as a whole is very bland and tasteless but the hours of the restaurant are inconvenient you couldn't get lunch until 5. These aren't the dream beds that all of the other Hilton's have these are horrible uncomfortable beds and worst pillows ever. The signature cookie at night at the front desk Hilton signature trademark is a bowl full of broken cookies that aren't in envelopes that people probably put their hands all over. The only thing that redeems this hotel is its location it's overpriced uncomfortable and noisy. I will say the redeeming qualities are is that it's clean,the towels in the bathroom are plush and they use Neutrogena toiletries, and the location but other than that I wouldn't recommend it. Its overpriced and there are more hotels in the area that are better value...

So my Girlfriend took me here for my Birthday weekend getaway to have some time to ourselves stress-free. When we arrived everything went smooth. Our room was as described with a Jacuzzi tub. The next morning we wake up to find our bill under the door. It was $20.00 higher then quoted and there was some bogus fees on there for the $20.00 overage. No biggy its only $20.00. So we go down to take advantage of the breakfast buffet. First there is only about 15 tables to accomodate a whole hotel. Secondly they had dishes piled on the bar and half the tables were not cleaned off. There was a line waiting for tables. So they tell us to wait on the lobby and they will come get us. So 20 mins goes by and still they havent cleaned off the tables. Mind you this is a Buffet so there is no wait staff just the hostess. So I walk back up to the hostess stand and she is no where to be found. Next thing I know this couple walks in and goes and sits down at a dirty table piled high with plates. They find the hostess and ask her to clear the table for them. So instead of saying there are people waiting for this table she goes and gets a tray clears the table and they go and get there food. So I walk up to her to remind her that we were waiting and she sat those other people. So she goes over to a family in the middle of there breakfast and takes one of there tables that were pushed together and pulls it aside and sits us at that table. So it has been 30 mins now and we set our coffees down go up to the buffet where there is a line BECAUSE THERE WAS NO FOOD!!! there was one piece of fruit no waffle batter and a couple of bagles. This was the worst experiance I have ever had at a hotel or any restaurant. So we left, checked out and went to breakfast by the falls which cost $50.00 plus $5.00 to park. But we were in and out in in 40 mins. So after all that my girlfriend checks her bank account and they charged twice for the room!! I would never stay there again if they gave me a free night and first in line at there breakfast buffet. I didnt complain to the front desk cause 1. I dont like to make a scene and 2. you only ever seem to get a "were so sorry" comment and nothing is done. Sorry for the rant but this was a...