Hilton Garden Inn Niagara-on-the-Lake

Niagara on the Lake, Niagara

The hotel

Where can you find a cooked-to-order breakfast, complimentary internet access and a complimentary fitness centre and indoor pool in Niagara-on-the-Lake we hear you ask...why the Hilton Garden Inn of course! Set in 6-acres of gardens within easy access of the majestic Niagara Falls, this hotel ticks all the boxes and you can be sure of a great night's sleep in your Garden Sleep System® bed that has been designed to provide exceptional comfort and support. Once you have re-fueled at the The Garden Grille & Bar restaurant, it's time to head out and see what this beautiful location has to offer. You are within easy reach of world-class wineries, a variety of recreational activities to include golf, horse riding, fishing and hiking, and of course the main attraction — Niagara Falls!

Amenities

  • Bar
  • Swimming Pool
  • Free Parking
  • Room Service
  • Fitness Centre/Gym
  • Laundry Service
  • Internet Access
  • Restaurant

Where is it

Set in 6-acres of gardens within Niagara-on-the-Lake. Easy access to the majestic Niagara Falls which is a 15-minute drive away. Close to world-class golf, shopping and entertainment. Transfer time from Toronto Airport: 1 hour 10 minutes.

Hotel information

118 rooms. All rooms with air-conditioning, HDTV with in-room movies*, telephone, WiFi access, MP3 alarm clock, complimentary weekday newspaper, in-room work station and in-room hospitality centre featuring a fridge, microwave and coffee maker. Standard Rooms with 1 king-size bed or 2 queen-size beds, sleeping maximum 4 adults or 2 adults and 2 children. Rollaway beds* are available upon request.

The Garden Grille & Bar restaurant and in-room dining*. Complimentary daily buffet breakfast. 24-hour Pavilion Pantry®. Fitness centre, indoor pool and whirlpool. 24-hour business centre. Gift shop and on-site convenience store. Laundry/valet service*. Complimentary self-parking.

*Denotes local charge.

Rating summary

  • Location Image of the Tripadvisor rating
  • Sleep Quality Image of the Tripadvisor rating
  • Rooms Image of the Tripadvisor rating
  • Service Image of the Tripadvisor rating
  • Value Image of the Tripadvisor rating
  • Cleanliness Image of the Tripadvisor rating

Traveller rating

  • Excellent (819)
  • Very good (610)
  • Average (180)
  • Poor (44)
  • Terrible (38)
Image of the Tripadvisor rating Nice above expected

Apr 26, 2020 LauraMaxwell1 Ontario, Canada

You can always rely on Hilton, but especially here. Staff was very welcoming and evetything was just perfect. I have spent the night and would have had spent another few day if I wasn’t in a rush. Yes, it is expensive, but that’s the price
Image of the Tripadvisor rating Easy to stay here

Mar 15, 2020 roydU398KK San Antonio, United States

We could have stayed downtown with the crowds for more money but we were very happy we didn´t. Staff was extremely helpful about the area with dining recommendations and parking advise in town. Highly recommend
Image of the Tripadvisor rating Great place and value

Mar 13, 2020 seangallagher82

Was a great stay, clean quiet and inviting. The location is great, close to outlet mall and Tim hortons and some food choices very close. Wish breakfast was included or better price. But other than that excellent stay.
Image of the Tripadvisor rating Why I will never book with the Hilton again

Mar 11, 2020 ryan19820_0

Based on my last stay with the Hilton Garden Inn Niagara on the Lake and the events that happened during that stay, I truly don't know why anyone would stay at a Hilton. I was harassed, threatened, forced a curfew time, and even had my critically ill child refused access to his medical supplies in our room. I have several children that play… Read more
Based on my last stay with the Hilton Garden Inn Niagara on the Lake and the events that happened during that stay, I truly don't know why anyone would stay at a Hilton. I was harassed, threatened, forced a curfew time, and even had my critically ill child refused access to his medical supplies in our room. I have several children that play competitive basketball and travel throughout Ontario. This one weekend, I had one child playing in the London area, one child playing in Niagara, one child playing in Brampton, and one child playing in North York. Being that Niagara was somewhat middle grounds, I booked a room at Hilton Garden Inn Niagara on the Lake. The plan was that I would travel back and forth getting three of the kids where they needed to be as I coach two of them and have my wife stay in Niagara with our other child. Throughout all the traveling, we would stay at the Hilton Garden Inn Niagara on the Lake. So problems started before we even checked in. Jas (Hilton staff) emailed me telling me that my wife could not check in and that if she did, our rate would change to their "Best Available Rate" which was almost $200 more a night. He also called me leaving me messages along the same lines. I called him and explained my situation and plan but he still refused to allow my wife to check in. So instead of me heading right to the Toronto area as planned and coming back to Niagara for the night, I had to drive to Niagara to check in. Upon check in, it was clear that my file was flagged as Jaz himself had to approve the agent that was checking me in the ability to give me my keys. Jas was dripping with sarcasm as he handed me the keys. I unpacked our stuff and then headed to Toronto, leaving my wife and kid behind to attend their tournaments. Part way through the evening while in the middle of a tournament that I was coaching in, I get a desperate call from my wife saying she locked the keys in the room. I messaged Karan through the Hilton app and explained the situation as well, but he refused access to the room. It was at that point that he set a curfew time on me stating that if I did not get back by "x" time, my rate would be changed to their "Best Available Rate". I explained that my son has an undiagnosed critical medical condition and had all of his medical supplies in the room. Karan refused my request. Thus, I had to make some quick arrangements, left the game early, travel 1.5 hrs back to Niagara earlier than planned to get keys for our room, medical supplies for my son, and met the demanded curfew. While on my way back, my wife, who was desperate, brought my son to the front desk to prove to Karan that my son needed his medical supplies. Only then did he give her a key and demanded that it be returned immediately. During my travel back to Niagara, one of our friends who worked at another Hilton came by to try to understand the hotels rationale of the situation. Karan was very rude to her and even threatened her and Hilton perks. I chatted with the desk staff upon arrival. By that time they were now changed over to the night staff. They apologized, agree that the situation was bizarre and we called it a night. But before going to bed, I made a call to Hilton Honors to file a complaint. They took down all the information and promised to get back to me in 48 hrs. The next day, I checked in with the day staff to ensure my wife was not going to run into any problems. They were aware of the situation and ensured me that my wife was not going to have any issues. The remainder of our stay was fairly uneventful. We decided that we would put this event behind us, even though we never heard back from our complaint through Hilton Honors. Two days after we checked out, I got an email from Hilton stating all my future stays with the Hilton at different locations were cancelled. I immediately called one of the hotels who confirmed that it was cancelled but they didn't know why and where unable to reinstate the reservation. They told me to call Hilton to look into the transaction. After spending over an hour with Hilton and having the call escalated, all I got was a confirmation that the cancellation was due to the Hilton Garden Inn and "I'm sorry", "Unfortunately", and "Our Policy". Nobody would step up and help to rectify the problem. I'm pretty confident that Hilton does not approve of their staff members harassing, threatening, and enforcing a curfew time on their guests. I find it extremely disturbing that a critically ill child needing medical attention was refused access to medical supplies in their room until they proved it was a medical emergency. I find it disappointing that Hilton is refusing to take any sort of action to rectify this issue, both with their staff and with unapproved cancellations of future stays. I find it interesting that they promised to get back to me in 48hrs about our complaint, yet we are coming close to a week without hearing back from them. The way I look at it, Hilton is there for you to help empty your pockets of hard earned money but not willing to build an ongoing business relationship with their customers. I worked very hard to meet every one of their "rules" and "policies" during our stay whether they were real "rules" and "policies" or not. I never once raised my voice or used any profanity, or called anyone names, yet NOBODY would step up and help. I was a target by Jas because he was on a power spree and was on a mission to make my life as difficult as possible. Is this Hilton's fault? Not directly, but it is 100% Hilton's responsibility. Moving forward, I will NEVER book another Hilton stay, book any of the many sports teams that I manage reservations at a Hilton, or refer anyone I know to a Hilton. Read less
Image of the Tripadvisor rating Could have been better

Feb 26, 2020 mikezevallos

It was ok would not go back. The area was a bit dicey. When you try and get to hotel via the highway you have you pull a u turn. The Fridge kept me up but after I unplugged it someone would always plug it back in it was bearable I guess.