Hilton Garden Inn Sunderland

Cleaness of the room

After arriving after long travel then long day working and with all my bags the reception gave me a room key and after getting to my room turned out the room key wasn’t working …. A month and a half after the stay I recieved a £100 fine for the parking !!! Even thou I have paid at the reception !

friendly staff

It wasn’t enough shower gels and shampoo in the bathroom

Facilities were really good , about 10-15 mins away from centre , friendly staff, nice and clean

For us the bed was very hard so we only had little sleep , room was a bit tired stains on carpet paint work scrubbed , the tea tray very basic for £230 a night we just expected more

The hotel is all modern and new, great bar and restaurant. I ran to the Fulwell Quarry parkrun, saw the windmill, it was good fun. I had previously been to the end of Roker Pier and seen dolphins and the heritage trail is great.

I'd like more vegan choices but the pasta was amazing

All of it. Location was good. Very comfy beds, Very quiet. Clean. Good selection for breakfast

Just wished it had a pool but apart from that nothing to dislike

Staff, Room, Foyer, bar and breakfast all very good, clean and good design. Air-conditioning good in very comfortable room Little shop very helpful.

Everything was good

Closeness to football ground, good parking, good food, comfortable bed, allowed late check out which was so helpful

Telephone did not work to order room service, one light and plug did not work

Good location and facilities.

Had to move rooms on check in due to a smelly worn and unclean room. The replacement was cleaner but still dusty and shower drain hairs left on the side. Staff were made fully aware but only apologized.

We stayed to visit family and for our sons birthday , staff helped us make breakfast special by storing a cake and setting out balloons I had brought, very helpful and accommodating , bar staff were not so helpful but the gentleman at reception and lady that helped set up the cake were so professional and kind

P

Staff were very helpful and friendly. The room was clean and spacious. We also took our dog and she was allowed in the bar area too.

N/A

Location next to the stadium

Paying for parking

Everything

Nothing

It was generally clean and conveniently located.

Poor sound-proofing - police sirens up and down the road throughout both nights stay. Breakfast was poor, with low quality ingredients and staff were overwhelmed - constant shortage of coffee cups etc - they had people in maintenance outfits helping out in the end.

Location

Difficulties in parking space

very clean and spacious room

free tea or coffee at reception or around check out area, main lobby.

Location

We booked the Hotel to attend the game against Fulham at the SOL. The bar was short staffed. The ones that were working were not trained correctly. I waited 30 minutes for two pints of lager. The bathroom ventilation did not work correctly so a shower turned into a steam room. I requested two firm pillows via the txt app and never received any reply. On the morning of departure I was awakened by a call from reception reminding me to pay £10 for car parking before I left the hotel to ensure I was not issued a fine?

The staff, were lovely,

The bed was extremely uncomfortable, spoilt my stay otherwise it would have been perfect Breakfast was chaotic

No

Very friendly staff. Polite and pleasant. Room was lovely and large

Room was stinking of cigarette smoke

Location

Pillows

Clean, nicely looked after, friendly staff. Great breakfast.

No complaints. Everything was great. Cleanliness, staff, breakfast. All good.

Unable to stay as all personal details were leaked - scam attempted - staff did noting to resolve this problem Booking.com denied any issues on their part - hotel didn’t bother to communicate or reassure

No idea - cancelled the booking as scammers had our home address, phone number & booking details

Location cleanliness

Doors of guests letting them slam shut x

Stayed here loads of times as it's near my family without any issues. This time not so. Had booked a wheelchair accessible room, dog friendly. However on arrival receptionist completely clueless, gave us room key for an already occupied room and despite asking for things to be moved to make room easier for wife not done so. Breakfast luke warm at best, coffee machine didn't work.

Excellent location and facilities. Building modern and clean.

Friendly helpful staff

Carpet in the room had various stains. No magnifying mirror in the bathroom. Beds were too firm ... Very solid

Excellent location, lovely large room and very clean throughout.

Need to consider promotional material when providing offers to reflect the offer in full.

Area 15 mins beautiful walk to.town center over the bridge parking fab loads its the stadium car park

Staff didnt seem to have any customer service at all. Complained about the smell of cigarettes in the room to get yes we have had a few complains. That was it. We came home early. Im not a smoker and the room was that bad my clothes smelled of it when leaving. To say its a Hilton I was not impressed

Virtually everything.

Bar not open until 12.30pm.

Staff write great

A room that always seemed to be musty, like there was no airflow through it. A few months kicking about. And then no clean towels too

Genuinely the Most Shamboic Stay! I had to inform reception on check in, how many nights I had paid for and was staying? Check in took the best part of 10 mins as the receptionist did not seem to have any of the information needed! Had to change rooms less than an hour after arriving as the blocked shower tray flooded the hotel room! Rooms too hot with no actual ventilation - AC did nothing other than make a noise! I’ve just had reception chasing me for payment, when the entire stay had been paid for more than a month in advance as an advanced purchase saver rate through the Hilton honours app! They did not transfer the original payment from the flooded room to the new one and wanted me to pay again! You cannot make this up! Needless to say, I won’t be back to this site!

We had evening meal which was excellent and reasonable priced , breakfast also good with a brilliant selection ,

Nothing

The room was a good size, the bed was comfortable, the AC worked great and the blackout curtains made the sleep very good. The facilities in the gym were okay, but looked a bit tired and a tiny bit neglected.

The room had old stains on the carpet, but otherwise was clean. The hotel booking system was down, slowing down check in but the staff were prepared with a manual paper backup. The lobby by the lifts and main staircase was rather hot as it did not seem to have anything to circulate the air.

To be completely honest my stay was not the best at all I checked in…the room key I was given for the 3rd floor did not work …back to reception…then a suggestion i didn’t know how the door worked and someone would come with me …i stay in hotels every week and am perfectly capable of seeing when an electronic door key doesn’t work ( and I don’t keep it near my phone ) I ask reception …i want a new key not someone to come with me …answer they will let you in…my response and what then …no working key I can’t leave ! I am met with lots of discussion in a language I don’t understand and grumpy faces . Next another room key. … this time i go back to the room on the 3rd floor it works …but unfortunately there’s a man already in the room staying there and all his personal processions in the room…. Terrified i leave immediately back to reception ….two people who frankly had no concept whatsoever of the serious nature of what had just happened …. No interest whatsoever … i am told no one should be in the room…well clearly they are …and as a women in these circumstances its absolutely unacceptable I am given another room… sniggering people as i walk away …unbelievably some of the worst service i have ever experienced …… I will be feeding back to the HQ ….you need to raise your game here seriously because the people I encountered on reception (230pm on tues 18th August) at this hotel are doing you absolutely no favours at all for your service reputation or brand . The very worst service i have received and the safety & security implications are just frightening …… I am shocked by such poor standards of customer care and

All was great. Easy to find, amazingly fast chargers next to site for car. Room was really big and clean and temp controlled which suits me. Wifi was great able to hold teams meeting on it with no lagging.

PROS: Great location, good prices, friendly and helpful staff. CONS: Big stains on the carpet in the room, ripped curtains, no decaf coffee available (I even asked at reception), noisy early in the morning - slamming doors.

My Daughter and her family liked the Friendliness of the staff and also their efforts to ensure their stay was the best it could possibly be. The amenities within the hotel were excellent and the room was perfect for their requirements.

Location for purpose whilst there

They never changed bedding brought clean towels, stayed for 3 nights they never emptied the bin or as much as make the bed. There was a I'm ok door hanger, but no please clean hanger if that's the excuse you want to use

Excellent stay, the hotel was spotlessly clean and the rooms were very spacious and comfortable. The restaurant was amazing and every member of staff we met was smiley, professional and polite, as if nothing was too much trouble! Carol in the restaurant was especially friendly and helpful, making us feel very welcome.

Nothing!

It had a great ambience. The property was in good condition. Everything was working well

The parking was clearly mentioned that it wasn’t in the premises. I had to look for the parking.

Excellent hotel, good bar food, nice air conditioned rooms, good gym

Nothing

Love this location. Been coming here since hotel opened. Always comfy beds hot and fast power showers

N/A

Couldn’t have breakfast inroomas no service available

Nino helped me to get Print outs and check out. Location was very good close to Studio of Light, Mc Donald's, Tesco Extra and Metro. It has good high ceiling lobby. It had bath room good layout. With Shower gel, Shampoo and Conditioner. Good Value for money It was clean.

Room was spacious and very clean , large shower was excellent. The room had everything I needed. I found by accident the bar had a 2hour happy hour (a sign would increase business) and found this saved me a few quid especially as it was nearly 30degs outside.

Disabled parking , only 2 spaces . I was lucky to get out after my stay as someone parked right up against the rear of my car (illegally) and it took a 6 point turn to get out . Plenty of signs telling people not to park illegally. Maybe staff should monitor the parking a bit more as it’s visible from the check in desk. This was the only blot on my stay.

Friendly and helpful staff, welcoming and helpful

I rang reception at 01 00am as my next door neighbors were still drunk and loud . They didn't stop their entertainment until after 2am. Ringing downstairs didn't do anything. Adjoining room so it seemed very very loud . Especially as it was four voices and continued rude moaning, drinking and banter . I understand Saturday evening but would have thought the hotel might have a quiet section for guests traveling for a bit of a quiet (as square as that is being next door to an actual swingers party wasn't my cup of tea). However again apart from that the Friday evening quiet decent sleep. The staff upon checkin, check out as well as the bar and restaurant (especially breakfast waiting staff) were brilliant.

Good standard room

Nothing

A very comfortable and well-maintained hotel. The room was clean, spacious and nicely presented, with everything we needed for a pleasant stay. The staff were friendly and welcoming, and the location was convenient for getting around Sunderland. Overall, a relaxing stay and great value for money. I’d happily stay here again!

The main downside for me was the breakfast selection. I expected a wider variety of options, particularly for a hotel of this standard. The choices felt quite limited, so there is definitely room for improvement in this area

Good facility

Parking

Staff helpful, smart hotel

Paying £5 for parking.

room was immaculate we never had breakfast so couldnt comment.

Nothing only the checking in was a bit slow I think the guy was training,

Clean and comfortable

Staff not very friendly

I had a great stay here with my little cockapoo Hattie recently. Hotel is modern and light overlooking the football stadium. The staff were really thoughtful and as I had the dog, put me in an end of corridor room which is quieter as less noise to potentially set them off - she didn't stir all night. My room was huge, really well equipped with big TV, big windows and nice furnishings. Everything you need, including a fridge which was great. The team throughout were kind and friendly and helped me as a solo traveller holding the dog while I went to the breakfast buffet. A great value stay.

Very good breakfast.have blue badge pleased allowed to park at hotel entrance.staff all helpful and pleasent

Paid fir park8ng but still got a parking ticket sent email requesting help but getting no response

Fairly clean room, toilet, bath tub and sink were clean. I had a good nights sleep,wasnt noisy

The pillow behind the front one looked like it had been used and was out of shape, I am just looking into the fine details there were very tiny little bits of particles what looked like someone has been on the bed sheet beneath so I slept on the quilt. Correct this then you have given the perfect stay. At first I asked for a refund as I wanted to go elsewhere, this was not available when I rang so I just decided to go stay which I don't regret however the man on the phone with an accent when I said OK if there's no refund il just stay he didn't end the call with any words.

Easy access and parking. Nice walk past the stadium over bridge and into town. Breakfast was good.

Although the room was clean, the carpet in the bedroom had multiple stains from spills and looked awful. This is obviously no reflection on the housekeeping staff who can only clean what was there.

Friendly and accommodating clean good size room.

Clean and welcoming

Booked late due to emergency arrived around 11pm.System was down no record of our booking,Staff were working under pressure but still found us a room . Room very nice clean and comfortable no complaints.

No negatives

The location was very handy for where we needed to be, the beds were great and the amenities in the room were wonderful.

There isn’t much signage up for parking so we didn’t know where to go when we first arrived or how to pay for it and get a discounted rate. Other than that there are no complaints

Easy to get to location

The stadium adjacent to the property lol

We didnt have breakfast but everything eas great

Not something I usually do but went solo to this hotel where I have stayed before with my family Room was on the 3rd floor which was ok Room was drab and dull and smelt musty - not pleasant Could do with an update through out

Very welcoming staff. Although check in was from 15.00 we arrived early at 13.00 and was checked in immediately. Had previously asked for ground floor twin room as we had a dog and that was what we got. Had to pay extra for our dog but he was made welcomed and made a fuss of.

N/A

First stay since improvements and it makes all the difference, elevating this place above all the others. The place is immaculately clean and the staff are now rightly proud rather than a bit embarrassed. Love the furniture and the artwork is a superb idea. Staff here are always friendly and kind. Huge shoutout out to Bartek on reception who really looked after us and got us through a really tough situation with his kindness and genuine concern. Great beds, pillows and new charging bays. WiFi is solid as ever. The new walk way is lovely too and only improves the location

Very clean, staff welcoming and professional, enjoyed the food well presented and tasty

nothing the stay was great

Modern rooms.

The bed wasn’t very comfortable.

how close it was to the stadium

the bathroom sink plug didn’t open and if it did i couldn’t figure out how haha

Breakfast is not good .

Food

We needed to leave a day earlier as I wasn't feeling very well

Everything was good

Stayed over after a wedding. Room was quiet, the air con was good and the bed was comfortable. Shower was good. Definitely one of the better hotels in the area and very pleasant stay.

Parking is not included and is in a separate car park not owned by the hotel but I was asked to write my registration on the check in form? Thought this was odd. Room was clean but certain areas do need refreshing - bathroom foisty, carpets stained and net curtains mouldy

The entrance to the main building was nice clean

The room wasn’t Hilton standard marks on walls. Stains on the carpet dust on tv the bed was very uncomfortable I could feel the springs

Good location, nice spacious area

The bathroom had been repaired for what I can only say is a none trades man

Brilliant location. All the staff were friendly and professional. Room was very clean and comfortable.

Room was a little tired. The tiles on bathroom floor were cracked and loose.

Here for a swimming competition. Great location. Plenty of parking. Friendly and helpful staff.

Booked a family room for me and my 15 year old son and was put in a double room. Wasn't ideal.

Fantastic for access to a meeting at SAFC and walkable along the Wear Path

Warm welcome, beautiful entrance and decor, lovely staff, spacious and well-equipped rooms.

Stains on carpet in the rooms and torn net curtains - little things but when you’re paying a fair bit for the night, I feel like expecting a clean carpet is fair.

Rooms nice and comfy restaurant needs to improve its menu also the standard of food isnt that great and expensive . As another point in the bar the lady gave me a pint of beer for free the other night she said she poured by mistake which i accepted thinking oh well that was nice of her . But then 15 minutes later a male member of staff approached me and said they require payment i found it unprofesional to approach a client asking for payment knowing it was given for free if it was me i would have wrote it off and said nothing.

Room was spacious, probably as it was for a disabled person with adjustments in the shower /toilet, etc. Very comfortable.

Restaurant was not open for an evening meal. Bar food service was good though.

Good location near the stadium and about 20 mins walk to city centre. The hotel was clean and well maintained. Staff helpful were helpful and friendly.

The room was big and the bathroom was well equipped. No funny smells. TV was big. Breakfast was fine and with plenty of choice. Staff were helpful and friendly. The check in and check out were very quick and easy. They helped me booking a taxi when leaving.

The carpet in my room had many stains. It is far away from the centre (both Newcastle and Sunderland). You are at about 10-15 min walk from the metro and the area is not really that nice at night. Lunch and dinner from the restaurant were not good - I cannot recommend it.

Clean and great staff

No water in the rooms

Location and bar staff

Now have to pay for parking ( but was really weird and honestly feel I’ve been scammed ). Two people but only towels for 1 person. The worst toilet seat I’ve ever sat on, feels like you’re sitting on the rim!

Staff really friendly and helpful. Good size, room, really clean. Good breakfast options.

Water pressure was a bit lacking in the shower, making it harder to wash my hair, but otherwise great.

We stayed at the Hilton Garden Inn Sunderland as we travelled to the Sunderland Empire to watch Moulin Rouge. We had 2 twin rooms opposite each other on the third floor and they were perfect. We arrived before check in time hoping to drop off our bags and were informed that the rooms were ready so we were welcome to check in and unpack before heading to the theatre for the matinee performance which was ideal. The receptionist was so helpful and friendly and made us feel very welcome. The theatre was just a 20 minute walk away which was great for after the show as we strolled back to the hotel to freshen up before having dinner at Ember restaurant just an eight minute walk from the hotel. The beds in the rooms were a great size for single beds and were super comfy and we were very thankful for the air con as it was very hot. We would definitely stay here again as it was close enough to amenities to walk and the parking at just £5 a day was good value

The location was fantastic and we had a fantastic view of the Stadium of Light from our room. It was clean and had everything we needed (hairdryer, iron, tea and coffee). The staff on reception were very helpful and friendly.

The matress was very firm, I have stayed in many many hotels but this was the firmest mattress yet and unfortunately not for me. I found it very uncomfortable but I know that is just personal preference.

Extremely friendly staff in a very well presented hotel. Facilities available were great, including the fitness centre which was free to use. The bar and restaurant areas were relaxing and the menu offered a good choice of dishes.

The carpet in our room was stained.

Everything about the place was good

Been many times, Convenient position, Clean staff nice good choices for breakfast

Nothing

Location

Very pricey

Location

No coffee in the room

Bed comfortable Decent shower & towels

Dusty surfaces in room Carpet very marked , needs replaced Doors old and need refurbished Sofa bed extremely soft , fine for kids but not adult Breakfast disappointing, food cool, quality very average, cornflakes and warmed bread ( not toast ) for GF option only Staff member at check in not that friendly , he gave speel about hotel but no nicety’s passed Had to go to reception to ask for water at gym as container empty, replaced quickly but should be monitored to avoid this

Customer service and location

In shop- would be nice if you sell sandwiches

Now become our regular place to stop as we like it so much . Everything about this hotel is exactly what we want.

The ambiance, location and facilities.

Carpets were not clean at all, lower standard than that of some motorway service hotel like Days Inn or Travelodge.

Everything

Nothing