Hilton Garden Inn

​To: Hotel General Manager / Hilton Honors Escalations Team From: Pookie Ray Ray Date: 27th April 2026 ​Dear Management, ​I am escalating a serious issue regarding gross unprofessionalism and entirely unacceptable front-of-house standards at the Hilton Garden Inn in Sunderland, which I witnessed on 24th April 2026 at approximately 8am. ​The staff member working reception at this time was grossly negligent in their presentation and demeanor. Their conduct and appearance fell so far below the acceptable standards of hospitality that it actively degrades the Hilton brand. Rather than representing a premium hotel chain, the receptionist’s behavior and total lack of professional care created an environment that was deeply off-putting and embarrassing for your establishment. ​An employee holding a front-facing, first-impression role must be an asset to the hotel, not a liability. The individual on duty demonstrated a complete disregard for professional standards, making it clear they are entirely unfit for a customer-facing position. 1. ​The employee was visibly disinterested in assisting guests and maintained a highly unprofessional posture and attitude throughout my interaction. ​I expect a formal investigation into the staffing choices and front-desk standards at this location. I request confirmation that this individual's conduct is being reviewed and that immediate corrective action is being taken. Operating at this exceptionally low standard is a fast track to losing loyal clientele across your UK network. ​I await your prompt response on how this gross lapse in brand standards is being handled. ​Sincerely, ​Pookie Ray Ray

This is an excellent hotel in all aspects but I cannot give it 5 stars because of what I could only describe as false advertising. From the photo below, you could easily be mistaken that there was a Happy Hour from 5pm until 7pm (excluding match days) at the Karbon Grill - Kitchen and Bar. Well we went into Karbon Grill, ordered food and drinks and noticed we were charged full price. When I asked about this, it was explained to us that the offer is only available at the bar. The advert is lacking a big * stating that the Karbon Grill - Kitchen and Bar Happy Hour is not available in the Karbon Grill - Kitchen and Bar and you have to go to the other side of reception and use the (unnamed) bar there. Though it was a little frustrating and annoying, we would definitely stay there again.

Nice hotel close to the conference centre

Perfect location for game day. They offer free Laundry. Only one set of Washer and dryer. But detergent was there for free also.

Smelly room ( tobacco or perfume of the hotel?), ok for one night. TV remote fixed with celotape. Bed is not done properly every day.

Great stay. Lovely staff. Clean rooms. Comfortable bed. Great breakfast. Just a Shame about the hair in my food at dinner time in thr bar, however very apologetic, offered full refund and another meal x

Needed a wheelchair accessible room with wet room, room lovely and clean even provided dog bed. Hotel clean and friendly. Slight criticism on breakfast some staff not bothered and coffee machine and juice weren't topped up.