Hilton Garden Inn Sunderland

The location was excellent Rooms were big and cleaned every day

I felt the breakfast was a bit pricey

Third time visit at the hotel, we knew the place. Great location for football match and the staff was really kind and helpful as always.

Not a criticism, just a few thoughts: Room 209 bathroom floor 2-3 tiles are cracked and moving, shall be repaired. The windows are fixed, can not be opened, air in the room can be really humid despite aircon.

Great location, rooms very spacious, bed was massive. TV was really good but most of al front desk were absolutely perfect, probably the best service I’ve had!

clean and friendly. great rooms and facilities

stupid HR / Risk policy that left the entrance an ice based death trap after the snow. when we asked why it wasn’t gritted we were told that they weren’t allowed for H and S reasons. Absolute disgrace making people fend for themselves with ice all around the entrance. Pathetic corporate overreach and modern over the top liability fear

Lovely friendly helpful staff

Wasn’t anything we didn’t like

Staff were absolutely disgusting and rude

The staff

Very friendly staff who go the extra mile to help. Hotel is very clean and has everything one needs for a good stay very Happy

Clean and the staff is lovely

The pillow in the bedroom was so very bad

Nice clean quiet hotel. Good location for where I was going

Air con was a disaster. Reported it wasn't working first morning woke up and room was boiling and felt wet. Said they would take a look but no one did. Reported it again. Staff member said manager on her walk she will chap. No one arrived. As someone who has worked in the hotel industry this wasn't the way it should be dealt with

Breakfast was terrible

Restaurant food

How clean and friendly the staff were

Nothing

Looked fab very clean

No plug for the bath so in able to take a bath! tap to the bath Leaked all night even with the door shut I could hear it! Room absolutely freezing cold heating would not work. Breakfast was ok most the food under cooked. Waffle maker but no mix asked if there was any said wouldn’t be long waited ages, but I had already asked for bread and milk at this point. So didn’t want to ask again so we didn’t get to have any. Nothing was tipped up or kept on top of the restaurant had only maybe 3 tables occupied so not run off their feet, no parking in the hotel had to pay for parking not the end of the world but never mind. Overall could have been better.

Easy to find good location for city centre easy parking

Nothing

Peloton bike and 24 hr gym Nice clean room, friendly staff

The room was great.

I did not like paying for parking that used to be free. Additionally I had to use an app and give the parking company my e-mail. Then I get several spam e-mails from them. Not at all acceptable.

The hotel is clean, beds are comfortable and staff are helpful.

I didn't like the parking it was not within the grounds of the hotel and its not free parking.

Booked the hotel as we were going to a show, turned up and it was match day. Everything was organised and fans everywhere but all behaving and a great atmosphere

The hotel and location were ideal for our trip and all started perfectly, the young lady on reception in the morning was lovely, helped with parking and stored bags until room was ready. Restaurant staff, again, very helpful, fitted us in for lunch before the match and made us feel very welcome, could not do enough for us, especially one young lady ( I’m sorry we didn’t get her name but she was officially on maternity leave, she was an absolute credit to the hotel)

Everything changed when the receptionist changed over when we checked in! The new guy on reception ( Bartek? I think his badge said?) was the most rude, arrogant, argumentative and unfriendly person and he is definitely in the wrong job!! I booked and paid for a family room, we like to have the space and the option of the other sofa bed if required. This guy gave us a normal double room, we went back to reception and said it wasn’t the room we booked? He said there are only two of you! I said that should not make any difference, we would still like the room we actually booked, he said no, we keep those rooms for families! If that is the case, why was I allowed to book the room to begin with? Then he told us there were no rooms left, after much arguing and eye rolling from him, he miraculously found a family room , then stated the sofa bed would not be made up! That’s fine, just send a duvet up, it’s there if we choose to use it then, no he said, there are only two of you! When we returned to the room after dinner, the sofa bed had been made up? So after all the upset and arguing he’d actually done what we’d asked?? The guy was unbelievable, totally ruined the stay. He needs training and totally lets the place down, he also takes the shine off the other staff, who go out of their way to make your stay enjoyable and are happy to help. He was still on reception in the morning when we checked out , we gave him the room cards and he just took them and said, all done! Definitely won’t be back and would not recommend!

The staff and the food

N/A

Everything clean room lovely breakfast fabulous staff..

Nothing ..

Room and facilities well appointed

Cost significantly more using booking.com thsn had I booked direct

easy check in and good parking.good breakfast and clean room.

n/a

Location

Bed springs creaked and were uncomfortable. The bathroom floor was uneven and noisy to walk on. The bathroom needs a paint too.

Clean, chic. Excellent hotel in a very good location. Everything you could need at a great price

Everything

Nothing

Location, Location, Location. Helpful staff. Comfortable room.

Breakfast was good plenty to choose from. The cooked breakfast was cooked to perfection

Good location with easy parking

We had an overall good stay and enjoyed our time, especially as Sunderland turned out to be a much more beautiful and lively city than we expected. However, for the price (£370 for one room for one night), the facilities could be better. The galleries would benefit from improved carpeting, the sofa bed looked rather clumsy, and it would have been nice to have more towels provided. Breakfast could also offer a wider range of options. While nothing was specifically wrong, the value for money could definitely be improved.

as above

Tesco and the metro were close by.

Let me preface this by saying the check-in process was perfectly adequate. The staff member was present, human, and capable of handing over a key card. This was the absolute pinnacle of our experience at the Hilton Garden Inn, Stadium of Light. It was all downhill from there, and the hill was a black diamond ski run of despair. I was granted access to our room, a spacious cavern that initially promised great things. Alas, the facilities within were less "hotel" and more "a hostel that's really trying to find itself." But the centrepiece, the throne of any hotel room, was the bed. Or as I like to call it, The Plank of Penal Servitude. I’ve had more supportive sleeping experiences on a park bench. The floor, with its firm and unyielding promise, was a tempting alternative. And the pillows! Good grief, the pillows. They were less pillows and more like two single sheets of tissue paper masquerading as comfort objects. I’ve seen more structural integrity in a wet Rich Tea biscuit. Just as I was attempting to mould my joke-of-a-pillow into something resembling support, the real in-room entertainment began. At the stroke of midnight, the neighbouring room erupted into a domestic symphony that would make a Jerry Springer audience wince. For a solid, glorious hour, we were treated to a full-throated argument about… well, I’m not sure, but it involved a lot of creative uses of the word "fthis, fthat." The grand finale was a door slam so violent I’m surprised the Stadium of Light itself didn’t ripple. Prior to the midnight entertainment myself and MrsH ventured down to the bar for ‘Happy Hour’. A term I now realise is used in the most ironic sense possible since the Crimean War. £4 for a pint in Sunderland? £4 for a thimbleful of wine that tasted like it had been fermented in a radiator? And a packet of Nobby’s Nuts for a cool £2.50?

The location was the main reason I booked the Hotel and the price was very reasonable compared to other hotels in the area. The room was very tidy and facilities excellent. The bar was well stocked, although I did not stay for an evening meal so cannot comment on that. Breakfast quality and range was very good too, although you had to ask for fried eggs.

There were no signs for where to park. After driving round the hotel I had to park in the disabled parking outside the front of the hotel to go in and ask. Parking was in the Blue Car park opposite the hotel (for those that are travelling from now on). While I was there (for one night), I advised four other drivers where to park who stopped me to ask. This could be cleared up by putting a sign up at the front of the hotel.

Stayed here primarily for the opening match of Rugby World Cup, the hotel was well priced and included an excellent breakfast. Staff were very friendly and helpful throughout. Room was a good size with quiet air con and despite facing the road there was no noise whatsoever. Would definitely stay here again.