Hampton Inn by Hilton Brockville - Brockville, Ontario

steelersfan6

Stayed here on a recent trip from Niagara to Quebec and was very impressed with this hotel. Check in was quick( Karan)and our room looked brand new. The room was SPOTLESS. The bathroom was spacious and spotless as well. The room was large with a comfy bed. Had a quiet and peaceful sleep. Breakfast was top notch with a large variety of hot and cold items...all of great quality. They provided my wife with a number of gluten free options and pulled out a separate toaster for her to use. Was not expecting that. WOW! GREAT HOTEL...with fantastic staff and services.

Kayla

This is a follow-up to my previous review about the feces on the bathroom wall, as I noticed the manager responded publicly suggesting I should reach out. Their reply is misleading. I reached out multiple times, by phone, email, and voicemail, and even went through Expedia to try to get this resolved. It wasn’t until I escalated the issue to Hilton Corporate that anything was actually done. Corporate reviewed my case, agreed the situation was unacceptable, and approved a refund.

Additionally, the staff on-site needs to be held accountable for their behavior, including Carol, who claimed to be a supervisor. Her conduct was extremely unprofessional, she was defensive, visibly frustrated, and dismissive rather than solution-focused. The way she handled the situation was hostile and completely inappropriate for someone in a customer-facing role. Someone with that attitude should not be in hospitality; perhaps a role behind the scenes, where she doesn’t have to deal directly with guests, would be more fitting.

For the manager to publicly suggest I should “reach out” as if I hadn’t already done so is disingenuous and dismissive. The issue was never about a lack of communication, it was about a lack of accountability. Guests deserve honesty and respect, not a scripted response after ignoring genuine concerns.

Deanna W.

Great rooms, great staff and great breakfast.
Very clean! Very comfortable! Even the coffee in the room is good!
Taran was kind, patient and à real gem of a front desk person. He even put my warmed freezer pack in the back fridge for me! The breakfast staff were equally kind and friendly; they even made a special batch of eggs for me.
The grounds are so well maintained and the amenities are perfect for an over night stay.
Thank you!

KC

We checked into this hotel and immediately found brown splatter on the wall right beside the toilet, clearly feces. When I reported it, Carol (the supervisor) denied it was feces and minimized the issue, saying it was “just two small spots.” Instead of being offered another room, she looked at the hostess and said, “I don’t think we have anything else,” she even tried to divert attention by blaming my children for “jumping on the bed.”

This response is unacceptable. Guests deserve sanitary rooms and respectful treatment. I expect a full refund and hope this review prevents others from experiencing the same.

Jessica C.

We had a wonderful two-night stay last weekend. The rooms were clean, the beds were very comfortable, and breakfast each morning was a highlight. Our kids especially loved the make-your-own waffles with all the fun toppings—whipped cream, sprinkles, chocolate chips, and caramel sauce were a huge hit! The banana bread was delicious, and we also appreciated the fresh fruit options.

The digital key card through the Hilton app worked perfectly every time, though we appreciated having physical key cards as well. Check-in was quick, and the staff were friendly and welcoming throughout our stay.

A special thank you to Karan, who was especially helpful—he promptly returned our call, secured our reservation, and it was a pleasure meeting him in person.

We highly recommend this hotel to families and anyone visiting the Brockville area.

Carolyn N.

We were attending a wedding in the area and chose a Hampton Inn because we have always been pleased with these accommodations.

This Hampton was very clean in all areas as well as our room. Even the glass shower doors had no streaks. Beds were very comfortable..firm mattresses, which we prefer. I liked the fact that blackout blinds were used instead of curtains. Much easier to care for.
The breakfast was very good, the usual fare. The staff person tended it well.

We did not use the pool but did go to check it out. It is so awesome that there is a chair lift in place so anyone disabled can enjoy the pool as well.

All in all an excellent stay. Thank you.

Alex P.

We stayed there over labour weekend, travelled from Montreal while making some stops. Unfortunately their whole software suite was down, and when we arrived for check-in, at 3 pm, tired from our trip, we were denied entry to our room (and so were many other customers), because they could not verify our reservation (even if we showed them from our phones). We came back hours later where we would told we could enter our room, but only by being accompanied by an employee, so we had to be dependant on them each time. This was a big hassle. We also did not have access to WiFi because of this. The employees, honestly, did their best and were kind. They were receiving instructions from a manager who wasn't there during this part of the ordeal. The room itself, when we arrived, was very clean and modern. Breakfast the next day was one of the best we had in a hotel. Staff, again, was nice. When we got to speak to the manager, we clearly explained the hassle the situation had been to us, but to no avail. He barely apologized and offered no form of compensation, even as minimal as could be, since he explained the situation was "out of his control". Being nice to your customers is ALWAYS in your control, and his attitude went against the Hampton Hill Promise. Later on, after our visit during the day of the surrounding area, we came back and found that our room had not been cleaned nor the sheets changed. All in all, we were disappointed by not being able to access our room at check-in time, not having access to full services when we had it, and management who failed to take responsibility. Our room was also not cleaned even though we left it early enough to get breakfast, which is until 9am, fyi. Location is good if you want to visit the area, close to the mall. Thank you to the staff who were kind and tried to make our stay better.

aissatou B. B.

This is the worst experience i had in a hotel in my life. I was supposed to have my room at 3 PM. System was down. We waited for 7 hours before getting in. When we get in, there was no keys. We waited 24 hours before having the keys. When we left the room 2 days later, they charged us additional 85 dollars. I called to understand why. They said it's because of a damage towel. I tried to explain that i used the smallest towel in the room to clean my face and how can that damage a towel. The manager told me that i am yelling. I said that I am not yelling at all but i just want to understand why. The manager hang up the phone and they refuse to pick the phone again. This is the worst exeprience i ever had with customer service. I don't recommend this hotel at all.