Customer Ratings & Reviews
TripAdvisor Traveler Rating673 reviews
Great Hotel, but very noisy
This is a great hotel, fulfilling all the Hilton Garden Inn expectation. The staff is great, very competent, attentive and friendly. However, the hotel is very noisy due to its proximity to a busy highway. If you can get an high even room number you will be fine.
The front desk design increases risk of customer data leakage
Concerns: 1. The front desk layout provided easy access to non-staff to view confidential information, it’s a new concept being in the center. But for example, with Tru at Hilton, they have open concept, but they still guard their customer data well and only staff can enter the central working area. 2. Check in - Mounir, the night shift manager was polite in general, though he got a bit defensive when I provided feedback about his reading last four digits of my credit card aloud when I believe guarding and protecting customer's confidentiality and data is important. He said no one was around. Guarding customer's privacy and data is critical even when no one was looking or around. That's honoring and upholding "job integrity" and "always do the right thing" attitude for Hilton and himself. He also got defensive when I asked him to put away my datasheet, he put it in a “index card” –like box. Another odd thing is he asked me to fill out a registration form, as soon as he saw I looked puzzled why this is needed, he then said, “Ok, you don’t need to fill out.” this made no sense to fill out a "registration card.” And even more puzzling on that he could change his mind or the hotel policy in a second, inconsistent. Filling out a registration card in both Canada and US already felt unusual. This practice was commonly found in Russia or former communist countries. Other than that, no other issues at check in. He asked for the make, model of my car, I happily provided since he did not ask me to sign. I also appreciate he just checked my ID to verify my name, and nothing else. Immediately smelt “curry” when first entered the room. The soap tray had soap box cardboard stucked/attached to it, look unclean and gross. Positives: Check out: Danielle did a good job in providing a receipt, with 1-2 sentences proving the hotel did run my credit card for incidental holds and would be credited back to me, after she listened to my reasons of past negative experiences of payment issues/discrepancy either unable to provide proof because the hotel did not give or past hotels always provided a receipt for incidentals. Easy parking, room was clean, quiet lobby and room. Great sleeping quality. Great hot shower, excellent, can adjust up to 130F maximum and allows you to adjust on your own.
No Elite recognition
Worst customer service agent at the front desk. She was extremely rude and extremely unprofessional. No elite recognition be it room upgrades, late checkout or breakfast options. The hotel employs deceptive practices and should be avoided
The employees weren't able to communicate. We had a bad night because of noise beside our room. I asked for a late check out until 12. Unfortunately at 11 the houses keeping knocked the door and woke us up. I called the front desk and the girl apologized and i told me that there was nothing on system from her colleague. She asked her manager and allow us to stay until 1pm. At 1240pm we got a call and it was this mean agent from the front desk kicking me out telling me that i had to get out of the room at 11. It was so frustrating having ro explain again to the 3er employee about the whole issue but what felt worse was the way he talked to me kicking me out of the room i paid for.
Beautiful, clean hotel. Great location, safe, updated and amazing employees. Plenty of parking, felt safe in the area and inside the hotel as well. Was able to check in early by request but felt very special when checking in and out