Hilton Garden Inn Kitchener-Cambridge

Superb

Liked: in our room we did find some garbage behind the bed. other than that th eroom was clean. Thanks.

Exceptional

Liked: Facilities were clean and updated. Lobby was welcoming and inviting. Staff was friendly and helpful. Room was clean and comfortable. Loved that room was cleaned every second day. It gave me my privacy but also a level of tidiness. There was plenty of parking options and so many restaurants and shopping options close by.

Everything was as expected

Liked: Location was great
Disliked: None

I’m seriously thinking twice before...

Disliked: Where to start. The staff were kind and seemed to be constantly hustling to get things done. That said, it felt like they were working with a skeleton crew. Minimal support. Just odd overall.In-room, I scanned the QR code for dining options and saw mac and cheese listed for kids. My husband was out, so I tried calling to order. The phone line marked “room service” went straight to voicemail repeatedly. I eventually called the front desk. They seemed caught off guard I was trying to order food, telling me the kitchen was too busy to answer and they weren’t sure how to help. Eventually, the solo front desk staff member kindly placed the order for me and brought it up, which I appreciated. But when the food arrived, it wasn’t mac and cheese. I still don’t know what it was. Just noodles without cheese. Thankfully, I’d also ordered fries.Another evening, we ate in the restaurant. We ordered something listed at $19 on the menu, but when the bill came, it showed $23. We pointed it out. The waiter, who was kind, said we could pay and “take it up with the front desk.” We said we’d be paying the menu price. After some back and forth, he fixed it.The patio you see on the website? Locked. You can’t bring food or drinks out there or even sit outside. My guess is the entire restaurant was being handled by one person acting as both bartender and server.Even getting pool towels meant my son and I waited ages at the front desk for someone to show up.Also Hilton… we paid quite a bit for this stay, and there’s a family of raccoons living above the restaurant. You can hear them clearly. Staff openly talk about them. We could see them from our window. They ran above our heads during dinner, and we could hear them chattering the whole time.Our shower head was broken too. The handheld part didn’t work.Overall, I can’t believe the Hilton name is on this hotel. I don’t think it’s the staff’s fault. There was a constant sense they were trying hard to make up for everything miss

Good

Very good

Liked: Clean and comfortable
Disliked: The air conditioner was really loud throughout the night.

Good

Exceptional

Meh

Liked: Room and beds were comfortable.
Disliked: The receptionist didn't seem like she wanted to be there. Wasn't welcoming or smiling at all. Guests were rowdy in the pool and was hit multiple times by a volleyball. Staff should be checking in there sometimes.