Hilton Garden Inn Montréal Centre-ville

Breakfast was included in my reservation, but they charged me for it anyway, even after telling me it was all covered. The food wasn’t great: bland oatmeal, burnt coffee, and okay bacon. Meals sat ready in the kitchen for about 15 minutes before being served, and I waited 20 minutes for a cappuccino, which came as a caffe latte. When we pointed out the mix up, the waiter said, ‘it’s same same but larger’. One older Asian waiter, around 40-50, was especially rude and very slow. The pool area is decaying, and the bathtub didn’t work, with no bubbles at all. The second room had a better view, but the quality was still poor: uneven bathroom tiles that moved underfoot and a broken mirror light. I asked for it to be fixed. In the evening I was told it was done, but it wasn’t; after I called again, they said they’d fix it the next day, and they didn’t. We spent four nights here and I can’t say anything good about it. The first room was big but very dark, faced the inner courtyard, and had a shower with no glass, so the bathroom flooded whenever it was used. We asked to move and they agreed. Awful experience. I wonder how they got four stars.

The rooms were clean and the staff were great. It’s easy to walk to lots of food and tourist spots from this downtown Montreal location. The only real drawback was how dim the rooms felt inside. The lighting could be better. Otherwise, a great place.

We keep staying here when we visit my students because their apartments are within walking distance, which is handy. Over the five years we’ve been coming, the front desk staff have always been amazing: polite, friendly, professional, respectful, and never a source of problems for me. The beds are comfortable and the rooms clean. A recurring annoyance over the past few visits is the lotion bottle. It’s empty every time, and I don’t know if someone forgets to refill it or what’s going on. I haven’t complained to the front desk, but I really need lotion for my dry skin before bed.

We went to guest services in person to ask for a refund about an hour and a half after checking in, but they turned us down. We’d booked this Hilton Garden Inn because we were looking forward to the pool, hot tub, and sauna, and couldn’t relax as planned. The sauna was out of order, and the hot tub was barely warm even after we asked maintenance to check it. Another family agreed it wasn’t hot. Eventually we were told they change the water over the weekend, which is why it wasn’t as hot as it should be. That didn’t seem like a good explanation when guests pay to use those amenities. The room’s TV was old, with only basic cable and no Netflix, YouTube, smart features, or Wi-Fi casting from a phone or laptop. Guest services said every TV was the same. It felt like being stuck in the 90s. Between the unusable hot tub and sauna and the outdated TV, the stay really missed the mark, especially for what we expected from the Hilton brand.