I had a very disappointing stay at Hilton Garden Inn Montreal.
The room itself was clean, but unfortunately that was the only positive part of my experience.
The hotel is severely understaffed, especially at the front desk. Every single day there was a long lineup in the lobby, with a minimum 20-minute wait just to check in or speak to reception. This is unacceptable for a hotel under the Hilton brand.
The staff were not friendly or helpful, and communication was poor. On top of that, most amenities were either under construction or out of order, which was NOT clearly disclosed at the time of booking.
• The gym was closed and replaced with a few basic machines in a very small room
• The hot tub and pool were dirty
• Ventilation was poor — all the glass was fogged and full of steam
• Hot tub jets and sauna were completely not working
What made this worse was the dishonesty from reception. Every day I complained, and every day I was told “it will be fixed within 24 hours.” I stayed 4 days, and nothing was fixed once. It felt like they were simply saying this because most guests would leave within a day.
I am an engineer, and based on my experience, these facilities have clearly been out of service for a long time and require serious maintenance. Saying it “just needs a part” is misleading and insulting to guests’ intelligence.
This kind of disgusting customer service, lack of transparency, and poor maintenance completely drops the standard of this hotel. Not recommend