Hilton Garden Inn Sunderland

We needed a wheelchair-accessible room with a wet room, and ours was lovely and clean. They even provided a dog bed. The hotel felt clean and welcoming. My only small gripe was breakfast: some staff seemed uninterested, and the coffee machine and juice hadn’t been topped up.

I’m raising a serious concern about the front-of-house standards at the Hilton Garden Inn in Sunderland. I witnessed this on 24th April 2026 at approximately 8am. The receptionist seemed visibly uninterested in helping guests, and their posture and attitude throughout my interaction felt highly unprofessional. Their presentation and conduct fell well below what I’d expect from a hotel, and left the place feeling embarrassing and off-putting rather than like a premium chain. A receptionist is often a guest’s first point of contact, and the person on duty came across as entirely unsuited to a customer-facing role, showing little regard for professional standards. I expect a formal investigation into staffing choices and front-desk standards at this location, confirmation that the conduct is being reviewed, and immediate corrective action. A lapse like this risks losing loyal customers across your UK network. Please respond promptly with details of how it’s being handled.

We had to leave early on the second day of our two-night booking because of an emergency. Reception said there was an early exit fee, even though it was 4 pm and we’d already entered the next day. They charged an extra 45 pounds on top of an already hefty two-night bill. The staff member said it was in the terms and conditions and was quite rigid about it, despite the emergency. We’re Hilton members and had thought that might count for something, but apparently it didn’t. There were hardly any room amenities, with no bottled water or slippers. At breakfast, we were stopped and told it wasn’t included. Only after I asked them to check with reception did they apologize and let us carry on eating. The car park was across the road, which was inconvenient. We won’t be coming back because of the poor customer service.

Great breakfast, brilliant staff and cheerful service. The chef actually looks like a chef! Other hotels nearby could take note. Fabulous place.