Hilton Garden Inn Watertown/Thousand Islands

Matt Boyd

From the outside this place appears nice but that impression quickly fades upon entering. Most of the staff is courteous and professional but the rooms and interior of the hotel itself seem indifferently maintained. My room was not particularly clean (there was "debris" in the toilet), the sink drain was broken, and there was an unpleasant mildew smell in the carpet. There were discoloration marks and a warped wall opposite the bathroom sink that suggests there had been a leak at some point and that likely got under the carpet, possibly causing the smell. I asked for a different room but the front desk told me the entire hotel was booked and that strangely management does not hold a room or two in reserve for issues like this even in a facility of this size. That's not the desk staff's fault - that is a failure at the ownership/management level that is beneath Hilton standards. It's not that complicated. Give your staff the tools and the authority to keep your customers happy. You'll have happier customers, happier staff, and a more successful business.

Casey Richardson

Following a major storm/power outage, my family and I came here in a rush. We were very well taken care of and enjoyed our time in the pool. The staff were top-notch.

Verified Hotel Guest

Positive: Service was excellent; food was extremely good and well served; hotel staff pleasant and helpful; love the housekeeping staff - especially the woman who tended to room 407. Well done!

Michelle Burke

Shawn and the team were very accommodating for a regional meet-up we held in one of their conference rooms. The location was convenient. The meeting room was well appointed, clean, bright, and the wait staff was very friendly.