Hampton Inn & Suites by Hilton - Guelph

Rustom, the front desk manager, and everyone else working at the front desk have been incredibly kind and helpful. They’ve made my stay very comfortable. It’s a great hotel with friendly people.

We came for a cheer event this past weekend, and check-in was smooth and easy from the start. Rustom, Chelsea, and Kristen made us feel at home. The room was excellent, spacious, and clean, and the included breakfast buffet was great. Couldn’t ask for more from a hotel stay. Five stars especially for the staff.

The room was clean and tidy, and breakfast was fine. The main problem was a kids’ hockey team staying overnight. They were screaming and running wild in the halls. I tried the room phone to reach reception, but it didn’t work, so I called on my cellphone. Staff said they’d talk to the noisy guests, but they didn’t. The kids kept running around until well after 1 a.m. They didn’t look older than nine, and having minors roaming unaccompanied in a hotel and city they’re not from also seemed like a safety concern. It was so disrespectful to the other paying guests that I followed up with the hockey club that manages the team. The pool was the other issue. We went for a swim at 7:30 a.m., and it was full of hair and other debris. Absolutely disgusting.

For three nights, the shower only ran scalding hot, so I couldn’t shower. I’m glad it was me getting in and not my daughter. After several complaints and promises that maintenance would fix it, the front desk eventually came up, confirmed the problem, and offered another room. By then we were heading out for our final night and had no time to pack and move. Management said they’d follow up after the stay, but they didn’t. I had to call back. First they offered $75 off a three-night stay at $330 a night, then raised it to $113 after I said that was ridiculous. What a joke. This was the worst hotel experience I’ve ever had, and I’ll never stay here again.