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Reviews of Hilton Garden Inn Ottawa Downtown

3.5 out of 5
Hilton Garden Inn Ottawa Downtown
361 Queen Street, Ottawa, ON

Reviews

8.6

Excellent

Rating 10 - Excellent. 538 out of 1001 reviews" "
Rating 8 - Good. 279 out of 1001 reviews" "
Rating 6 - Okay. 97 out of 1001 reviews" "
Rating 4 - Poor. 50 out of 1001 reviews" "
Rating 2 - Terrible. 37 out of 1001 reviews" "

9.2/10

Cleanliness

8.8/10

Staff & service

8.6/10

Amenities

9.0/10

Property conditions & facilities

8.6/10

Eco-friendliness

Reviews

10/10 Excellent

Teresa

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Apr 2024

8/10 Good

Jessica

Liked: Cleanliness, staff & service, property conditions & facilities
Breakfast should start earlier on sunday.
Stayed 1 night in Apr 2024
Response from GM on 30 Apr,2024
Dear Jessica, We at our hotel are pleased to hear that you had a great stay. Your feedback is valuable to us as it helps us identify areas where we can improve and continue to provide the best service possible. We appreciate your suggestion regarding breakfast on Sundays, and we will certainly take it into consideration. Thank you for taking the time to review our hotel. We look forward to welcoming you back soon. Best, Wayne Day, GM

8/10 Good

Anne Claire

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Apr 2024
Response from Guest Services on 29 Apr,2024
Dear Anne Claire,Thank you for your review. We are very happy that you were satisfied with your stay experience and we hope to welcome you back in the future.

10/10 Excellent

Quevin

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Feb 2024
Response from Guest Services on 12 Apr,2024
Dear Jonathan,Thank you for your 5/5 review! We are very happy that you enjoyed your stay with us and we hope to welcome you back in the future.

10/10 Excellent

Anthony

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024
Response from Guest Services on 12 Apr,2024
Dear Anthony,Thank you for your 5/5 review! We are very happy that you enjoyed your stay with us and we hope to welcome you back in the future.

6/10 Okay

Amina

Stayed 1 night in Mar 2024
Response from GM on 18 Apr,2024
Dear Amina, It was our pleasure hosting you, and we appreciate your time in reviewing our hotel. We hope to see you again upon your return to the area. Sincerely, Wayne Day, GM

8/10 Good

Deborah, Windermere

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Clean, comfortable room.
Stayed 1 night in Mar 2024
Response from GM on 22 Mar,2024
Dear Deborah, Our housekeeping staff is second to none. Thank you for being our guest and recognizing their efforts in this review. Hosting you was our pleasure, and we hope to welcome you back soon. Best, Wayne Day, GM

4/10 Poor

Kristen

Travelled with family
Disliked: Cleanliness, property conditions & facilities
The rooms are very small. While they appeared clean, the shower still had hair in it from the last visitor. The mattress was so hard it was uncomfortable and completely ruined our stay. This was not a budget hotel and was booked hoping accommodations would be comfortable. It’s not fun waking up sore and tired . The bedding was far from luxury that you’d expect at a Hilton property. No duvet, just a cheap thin comforter. There was NO housekeeping service. We leave for the day and come back hoping at minimum the bed is made, but unfortunately this didn’t happen. At $250 a night this should be the minimum. Will not stay at this location again! Better off in an Air B&B
Stayed 2 nights in Mar 2024
Response from GM on 18 Mar,2024
Dear Kristen, I sincerely regret your experience at our hotel; please forgive us. I'm sorry that our accommodations were not to your liking and that our housekeeping service disappointed you. We do our best to provide remarkable service and a pleasant stay, but we clearly fell short of our goal. Your feedback is welcomed as it encourages improvement for future visits. We hope to see you again to provide the pleasant stay our guests have come to expect and deserve. Sincerely, Wayne Day, GM

8/10 Good

John

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed during March break; was clean, quiet, family friendly, reasonable price. Good parking and close to most attractions.
Stayed 2 nights in Mar 2024
Response from GM on 17 Mar,2024
Dear John, It’s nice to hear from you. We appreciate you choosing us, and I'm delighted to know your stay was pleasant. Thank you for taking the time to share your experience. We welcome the feedback and look forward to hosting you again. Best, Wayne Day GM

8/10 Good

Jessica

Travelled with partner
Liked: Cleanliness, amenities, property conditions & facilities
Overall we had a good experience. We had some issues at check in and were told they would upgrade us to a river view room, but we had already paid for the deluxe king with a river view. Our room was nice but there was no hand soap in our bathroom. The room was a little small but nice and clean. The view was beautiful and it was close to all our desired destinations.
Stayed 1 night in Mar 2024
Response from GM on 11 Mar,2024
Dear Jessica, While it wasn't without some flaws, I am glad to hear that your stay was pleasant. Thank you so much for taking the time to share these kind words with other potential travelers and us. We hope you will consider a return trip for a flawless experience next time. Best, Wayne Day GM

6/10 Okay

Brendan

Liked: Cleanliness
Disliked: Staff & service
Stayed 2 nights in Feb 2024
Response from Donnalee/Guest Relations on 5 Mar,2024
Hi Brendan. Thank you for submitting a feedback about your stay. We regret that our service was lacking, and your stay was not fully enjoyable. We would appreciate if you could give us an insight into your overall experience, in order for you us to improve in all the relevant areas of service we might be lacking in. We look forward to hearing from you.

10/10 Excellent

Tara

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent location, room, staff. And the kids loved the pool!
Stayed 2 nights in Mar 2024
Response from GM on 4 Mar,2024
Dear Tara, Thank you for sharing your kind review with other travelers and us. I'm glad you and your children enjoyed our comfortable accommodations, fun amenities, and friendly service. It's encouraging to hear that our family-friendly hotel was an excellent option for your time in Ottawa. Please revisit us upon your return to the area. Best, Wayne Day, GM

10/10 Excellent

Brooklyn

Stayed 1 night in Feb 2024
Response from Kateryna / Guest Assistance Manager on 28 Mar,2024
Dear Brooklyn,Thank you so much for choosing to stay with us. It was truly a pleasure hosting you, and we're delighted to know that you had a highly enjoyable experience. We hope to welcome you back soon.

10/10 Excellent

Kris

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very clean and well maintained hotel. The staff were super friendly and went the extra mile. We would definitely stay there again.
Stayed 2 nights in Feb 2024
Response from GM on 25 Feb,2024
Dear Kris, It is wonderful to hear that your experience was so great that you would stay with us again! I will pass your kind feedback along to the entire staff, as our team here works hard to make our guests feel comfortable. Thank you for your patronage, and please come back soon. Best, Wayne Day GM

6/10 Okay

Teresa K

Business traveller
Disliked: Amenities
Nothing spectacular. The tub was old and chipped. The headboard was dirty. I requested a view but the view I got was construction and dumpsters that looked like a back alley. I stay here all the time but the room I got in this visit was below my expectations. The bed was noisy and wobbly. The pillows went flat after sleeping in them. The bedding was think and way too crispy/non soft. Bedding and bed and pillows seemed cheaply made. Not Hilton quality. If it was my first time staying here I would not necessarily return. It wasn't horrible but I don't think it meets Hilton expectations. Check in person lacked friendly service and seemed rushed and that I was bothering her when I checked in. She didn't bother to tell us about any of the hotel amenities such as breakfast, parking, check out time, etc. Just gave us a sheet of paper with all the details. Check out was slow and he seemed distracted and not focused on the task at hand and this added to the slow response time. Overall, I wasn't very impressed with this hotel this visit. Maybe it was an old outdated room they put me in. I asked for a higher room I was told I had the last room available. Not impressed this visit.
Stayed 2 nights in Feb 2024
Response from GM on 24 Feb,2024
Dear Teresa K, I'm sorry that we disappointed you with our service and accommodations this visit; please forgive us. Guest satisfaction is our highest priority, and I regret that we left you with a poor impression. Your feedback is welcomed as it encourages improvement for future stays. Thank you for taking the time to share your review with us. We hope to see you again for a more familiar stay. Sincerely, Wayne Day, GM

10/10 Excellent

Cathy

Liked: Cleanliness, staff & service, property conditions & facilities
Good place to stay
Stayed 1 night in Feb 2024
Response from GM on 22 Feb,2024
Dear Cathy, We're thrilled to hear such positive feedback! Thank you for taking the time to share your generous review with us. Most importantly, we appreciate your being a valued guest. It was our pleasure to host you, and we hope you will have the opportunity to visit us again soon. Best, Wayne Day, GM

10/10 Excellent

Barbara

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Seamless late check in. Super friendly and helpful staff. Great guest laundry.
Stayed 1 night in Feb 2024
Response from GM on 20 Feb,2024
Dear Barbara, We pride ourselves on efficient, yet very friendly, customer service. Thank you for your high marks and kind words. We look forward to welcoming you back someday! Best, Wayne Day, GM

10/10 Excellent

Joshua

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Feb 2024
Response from Donnalee/Guest Relations on 27 Feb,2024
Hi Joshua. Thank you for providing us with the rating of your stay. We look forward to many more visits to Hilton Garden Inn & Homewood Suites. Al the best to a productive week.

10/10 Excellent

Michelle

Liked: Cleanliness, property conditions & facilities
Lovely layout of room. Great pool.
Stayed 1 night in Feb 2024
Response from GM on 14 Feb,2024
Dear Michelle, I can't thank you enough for writing and sharing this five-star review. Hotels, like all service-based businesses, thrive on feedback and guest recommendations. Please come and see us again. Best, Wayne Day GM

10/10 Excellent

Shelley

Stayed 2 nights in Feb 2024
Response from Kateryna / Guest Assistance Manager on 29 Mar,2024
Dear Shelley,Your appreciation means a lot to us, and we're grateful for the opportunity to have hosted you.It's fantastic to know that we hit the mark with you.

10/10 Excellent

John

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Feb 2024
Response from Donnalee/Guest Relations on 27 Feb,2024
Hi John. It is a pleasure to know that we hit the mark. We look forward to many more stays. Take care and stay safe.

10/10 Excellent

esmerina

Travelled with family, Travelled with family and small children, Travelled with partner, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This hotel is in Downtown close by everything by walk. No need to stress yourself for parking and traffic because all amazing restaurants, attractive places are around this place. Staff very nice and friendly. Hotel clean with comfortable beds.
Stayed 1 night in Feb 2024
Response from GM on 3 Feb,2024
Dear esmerina, Thank you for choosing our Hilton Garden Inn Ottawa Downtown and for taking the time to write a review! We are delighted to hear that every aspect of your stay was enjoyable and that our location was perfect for your travel plans! It was a pleasure to host you; we hope to welcome you again soon. Best, Wayne Day GM

10/10 Excellent

DAVID

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Jan 2024
Response from Donnalee/Guest Relations on 27 Feb,2024
Dear David:Thank you for rating your stay with us. It warms our hearts to know that we hit the mark. Do visit us again soon.

8/10 Good

Elizabeth, Lucasville

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Jan 2024
Response from GM on 16 Jan,2024
Dear Elizabeth, Thank you for the great review. It was our pleasure to host you, and we hope to do so again soon. Best, Wayne Day, GM

4/10 Poor

Kristen

Liked: Cleanliness
Disliked: Property conditions & facilities
Overall, we had a good stay. The hotel is beautiful however we were informed that breakfast is included as well as parking. It does provide that information when booking as well. Once we had gotten there we had to pay for all of these inquires. The stay was nice but was a little disappointed that when booking it says one thing and when you get there it’s completely different.
Stayed 1 night in Jan 2024
Response from Kateryna /Guest Relations on 9 Jan,2024
Hello Kristen,We apologize for the miscommunication that occurred during the check-in process. Rest assured, we are taking measures to prevent such incidents in the future, and we can confirm that appropriate actions have already been taken.Sincerely.

10/10 Excellent

Kyle

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023
Response from GM on 31 Jan,2024
Dear Kyle,It was our pleasure hosting you, and we look forward to a return visit. Thank you for choosing us.Best, Wayne DayGeneral Manager

2/10 Terrible

Mehboob

Disliked: Cleanliness, staff & service, property conditions & facilities
Had wanted to cancel they forced not to cancel . Ended upnot going of course.
Stayed 1 night in Dec 2023
Response from GM on 30 Dec,2023
Dear Mehboob,We are very sorry for your frustration and hope to host you in the future.Sincerely,Wayne DayGeneral Manager

10/10 Excellent

Andy

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023

10/10 Excellent

Kathy

Travelled with family, Travelled with family and small children, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice place for staying
Stayed 2 nights in Dec 2023
Response from GM on 28 Dec,2023
Dear Kathy, Thank you for this great review and recommendation. It's feedback like this that keeps us smiling. We hope to host you again soon. Best, Wayne Day, GM

2/10 Terrible

Jinxia

Travelled with family and small children
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
First, the front desk send me to a room with bath tub which is different from what I saw on the web page. It should be a shower bath with glass door. That is the only reason why I chose this hotel. Second I complained about them replacing me a dirty bathroom which is the water splash is all over the faucet and sink top. The front desk ask me should take a picture. Does he mean that I was lying for nothing! It is very disappointing that I had this kind of “respect” on my Christmas vacation! The third one was the worst experience that I have ever had!!! The security knocked on my door said we were screaming and someone complained about it. I explained to him because I have to go down stairs to return the previous key, so they were making noise when I was away. I apologized and showed him the room that the children were in bed already. I promise that the room will be quiet. BUT ! Out of expecting! The guy put his finger on us and ordered us not to talk anymore. My children were scared and the younger was about to cry because they were scared! The guy even told them that he was there to protect them by ordering the customers must go to sleep!!! All of us knew that it was nonsense! My son asked me if we can leave this hotel when the time is 1:30AM! Lucky me that I only paid for one night in this horrible hotel!
Stayed 1 night in Dec 2023
Response from GM on 27 Dec,2023
Dear Jinxia, Thank you for taking the time to review your experience with us. I am sorry to hear that we did not meet your expectations and for any disappointment caused. Your feedback is valuable to us, and we appreciate you sharing your concerns. This will help us improve our services for future guests. Once again, we're sorry for any inconvenience caused, and we hope to have the opportunity to serve you better in the future. Sincerely, Wayne Day, GM

10/10 Excellent

David

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great stay, room was clean and staff were friendly.
Stayed 1 night in Dec 2023
Response from Donnalee H./Guest Relations on 21 Dec,2023
Hi David. Thak you for telling us we hit the mark. We greatly appreciate your feedback. Do visit us again soon!

10/10 Excellent

Eric

Stayed 1 night in Nov 2023
Response from Donnalee/Guest Relations on 27 Dec,2023
Dear Eric:Thank you for taking the time to submit a rating of your stay with us. We are beaming with pride to know that we hit the mark. We look forward to hosting many more stay. Enjoy the rest of the festive season and Happy New Year when it comes!

10/10 Excellent

Sanjay

Stayed 1 night in Dec 2023
Response from GM on 16 Jan,2024
Dear Sanjay, Thank you for this flawless rating. We enjoyed hosting you and hope to do so again soon. Best, Wayne Day, GM

10/10 Excellent

Hugo, Montreal

Stayed 2 nights in Dec 2023
Response from Donnalee/Guest Relations on 27 Feb,2024
Dear Hugo:Thank you for rating your stay with us. We truly appreciate that you chose to make us your home away from home. Do visit us again soon!

6/10 Okay

Sandra, Ottawa

Stayed 1 night in Dec 2023
Response from Donnalee Hinds/Guest Relations on 14 Dec,2023
Good Day Sandra. Thank you for submitting a rating of your experience with us. We regret not hitting the mark. We are truly sorry that all your expectations were not met. We hope that you will give us another opportunity to provide you with service of superior quality. We hope to welcome you back in the near future. Have a lovely day.

10/10 Excellent

ghajhanan

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Dec 2023
Response from Donnalee H./Guest Relations on 21 Dec,2023
Good Morning Ghajhanan. Thank you for choosing to stay with us. We are quite pleased to know that you had a lovely stay with us. We hope that you will choose to stay with us again. All the best to the season and beyond.

10/10 Excellent

Suzanne

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very clean and friendly staff. Great location.
Stayed 2 nights in Dec 2023
Response from GM on 11 Dec,2023
Dear Suzanne, Thank you for sharing your kind review with other travelers and us. I'm glad you enjoyed our crisp accommodations and friendly service. It's encouraging to hear that our hard work affects the guest experience. Please revisit us upon your return to the area. Best, Wayne Day General Manager

8/10 Good

Tracy

Stayed 2 nights in Dec 2023
Response from GM on 30 Dec,2023
Dear Tracy,Thank you for the great review. It was our pleasure to host you, and we hope to do so again soon.Best,Wayne DayGeneral Manager

8/10 Good

chunhee nam

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Dec 2023
Response from Donnalee Hinds/Guest Relations on 11 Dec,2023
Hi Chunhee. Thank you for submitting a rating of your overall experience. We hope to welcome you again soon, and we hope to hit the mark then. Have a great week.

8/10 Good

Verified traveller

Business traveller
Liked: Cleanliness, property conditions & facilities
Well located
The hotel is well located, and within walking distance to downtown attractions. The pillows need to be upgraded to offer more comfort.
Stayed 2 nights in Dec 2023
Response from GM on 10 Dec,2023
Dear Anonymous,We appreciate you taking the time to write a review. I’m pleased to learn that your stay was enjoyable. We appreciate your compliments which highlight what we are doing well and your recommendations for areas of improvement. Your review is valuable because it is how we monitor and improve our guest experience. Thanks again and we humbly request a return visit.Best,Wayne DayGeneral Manager

8/10 Good

Titus

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Dec 2023
Response from Donnalee Hinds/Guest Relations on 11 Dec,2023
Good Day Titus. We appreciate the time you took to rate your overall experience with us. We hope that you will visit us again on your next trip to the Capital City.

6/10 Okay

Sufiya

Liked: Staff & service
Stayed 1 night in Dec 2023
Response from GM on 5 Dec,2023
Dear Sufiya, Thank you for choosing us and for your time in reviewing our hotel. We hope to provide you with a flawless stay upon your return to the area. Sincerely, Wayne Day General Manager

8/10 Good

Kiara

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Nov 2023
Response from Donnalee Hinds/Guest Relations on 4 Dec,2023
Good Day Kiara:Thank you for submitting a rating of your recent Hilton stay. We hope to welcome you again soon. Make it a great day!

10/10 Excellent

Luisa, Laval

Liked: Cleanliness, staff & service, property conditions & facilities
Vers clean up to date hotel
Stayed 1 night in Nov 2023
Response from GM on 24 Nov,2023
Dear Luisa, We are delighted that your stay was nothing short of exceptional. Thank you for your compliments on our housekeeping and maintenance efforts; I will share them with our staff. We look forward to your return! Best, Wayne Day General Manager

8/10 Good

Shaun

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Nov 2023
Response from Donnalee Hinds/Guest Relations on 22 Nov,2023
Hi Shaun. Thank you for rating your overall experience with us. We appreciate the time you took to tell us how we did. We do hope that you will give us another opportunity to make your stay a perfect ten. We look forward to your future stay.

8/10 Good

Darryl

Travelled with family
Liked: Cleanliness, amenities, property conditions & facilities
The accomodations were very quiet, the beds were super comfortable, and things looked clean. Kids loved the pool. It's convenient to walk places downtown Ottawa. We did have problems at check-in. We had reserved two rooms and only one was available. While we were figuring ours out, a lady next to us also had problems with her reservation being incorrect as well. Mine had been booked online and she had called in, and both were wrong. Staff seemed to struggle to listen to what customers were saying (on more than one occassion with more than one staff member). Although all staff were very friendly. We were offered breakfast vouchers for taking a different room than we had booked and the breakfast was delicious. My room key worked once and then was locked out of my room. Got new keys at front desk and still didn't work. Called maintenance and they came super quickly and were great - apparently the battery had died on the scanner - no one's fault but was a little frustrating after a very long check-in process and going back for new keys.
Stayed 1 night in Nov 2023
Response from GM on 20 Nov,2023
Dear Darryl, Thank you for sharing your feedback on your experience. I appreciate your detailed review. Reflections like yours give us areas to improve our guest experience. We're pleased to hear that our clean hotel, friendly staff, and convenient location made for an enjoyable stay overall. Thank you for choosing us. Best, Wayne Day General Manager

10/10 Excellent

Lynn

Liked: Cleanliness, staff & service, property conditions & facilities
Beautiful spot and convenient location! Friendly staff!
Stayed 6 nights in Nov 2023
Response from GM on 16 Nov,2023
Dear Lynn, It warms my heart to hear that you had an excellent stay. Thank you for your positive review and, more importantly, for being our guest. We look forward to being your hotel of choice whenever you return to Ottawa. Best, Wayne Day General Manager

8/10 Good

Herb

Liked: Cleanliness, property conditions & facilities, room comfort
Check-in Sunday night, late, could have been handled better by Nicholas. Guy forgot to give me a parking ticket for in/out access.
Stayed 1 night in Nov 2023
Response from GM on 14 Nov,2023
Dear Herb, While it wasn't without some flaws, I am glad to see that your stay was pleasant overall. Thank you so much for taking the time to share your positive rating and informative feedback with us. We hope you will consider a return trip for a flawless experience next time. Best, Wayne Day General Manager

10/10 Excellent

BARIS

Liked: Cleanliness, staff & service, property conditions & facilities
We loved how nice and clean the whole property and the rooms were. The hotel restaurant was a lot better than expected and the service at the restaurant was top notch! Shout out to Brayden.
Stayed 1 night in Nov 2023
Response from Donnalee Hinds/Guest Relations on 13 Nov,2023
Hi Baris. Thank you for reviewing your stay with us. We are delighted to know that you enjoyed your stay, and our amazing team exceeded your expectations. We will be sure to share your feedback with Brayden, one of our amazing Hilton Ambassadors. We look forward to welcoming you again in the near future.

2/10 Terrible

Rachid

Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
I didnt like the air conditioning condition also when i asked tissue and cups its takes mor than 20 minutes to receive it Also they didnt update my booking its tooks more than 45 minutes to re book my stay
Stayed 1 night in Nov 2023
Response from Donnalee Hinds/Guest Relations on 13 Nov,2023
Hi Rachid. Thank you for sharing your experience with us. We are truly sorry to know that we were not able to meet your requests in a timely manner, which can be frustrating. We will address these issues directly. We hope that you will give us another opportunity to provide you with service of superior quality. We look forward to hosting you again.