Hilton Garden Inn Watertown/Thousand Islands

The bathroom odor in Room 214 was the main problem on my latest stay. As soon as I opened the door, a horrible smell hit me. It seemed like backed-up sewer pipes or mold from the shower or faucet drain, and it never went away. I arrived late, so I put up with it and left as early as I could the next morning. It definitely affected the stay. I could live with the traffic noise from being near I-81. That comes with the location and wasn't the worst part. What's frustrating is that I've stayed here before without any complaints and had a wonderful experience, so I know how good this hotel can be when things are working properly. In the Watertown area, it's one of the best options, which made this visit more disappointing. My experience here is now 50/50, hit or miss, and this time fell short. I hope the owners or Hilton leadership take this seriously. Room 214 needs a full assessment, and the property could use a proactive inspection before problems like this become normal. It would be a shame to watch one of Watertown's best hotels slide downhill. I've seen good places in this area turn into dumps, the “Days Inn with a Denny’s” effect, and I wouldn't want this hotel to become the next example. There's real potential here, but management needs to step in and protect it.

The receptionists were professional, and our room was clean and comfortable. The restaurant was incredible, with staff who were second to none and went well out of their way to help us. Ashley at breakfast was so kind, and Jared helped me even though the restaurant was closed for dinner when we arrived. Thank you!

Friendly, helpful staff, and the maid staff were wonderful. The hotel restaurant makes it easy to stay in on a rough winter night, and there's a large parking lot with plenty of space. My room was comfortable, though traffic noise was noticeable from 5 a.m. to 10 p.m. with the highway maybe 50 feet away. The internet also kept dropping and reconnecting throughout the day.

Everyone was wonderful when water overflowed from the tub. I felt terrible about the mess, but the staff responded quickly, cleaned the floor with shampoo at 9 o'clock at night, and reassured me things would be okay. They offered to move me, but the hotel was full that evening, so they gave me a fan to help finish drying the floor. I appreciated all their effort and understanding.