Hilton Garden Inn Rochester Downtown

Hotel is ok, but the neighborhood is rough. Homeless situation is rough - someone threw rocks from the parking garage and dented our car. The receptionist said this happened last week as well. Perhaps consider hiring security? Or just maybe choose a another hotel.

I made my reservation around 10pm contacted the hotel around 12AM to see if my room was available she responded check in is at 3 but it was already 10PM, I then proceeded to ask is my room available & NO RESPONSE via ( chat ) . Called the hotel around 12 to ask about my reservation I asked first was there any rooms available? Night audit responded “ what’s your budget “ I said “ huh “ and she said she what’s your budget what can you afford ? ( instead of asking me what ROOM I WANTED OR DID I HAVE A RESERVATION) I told her I have a reservation and gave her my confirmation number and said my room was ready . Upon arrival I rung the doorbell only 1 guest inside she ignored me and continued helping the 1 guest as I stood in the cold, after minutes of standing she unlocked the door . The night audit was very rude and unresponsive in the chat I was really tired and wanted to just go to my room and lay down as a GOLD MEMBER SHE ASKED FOR MY ID AND CC and then proceeded to rudely insert my card. As we finished she didn’t OFFER ME A GIFT BAG I HAD TO ASK AGAIN AS A GOLD MEMBER I didn’t get into my room until 1230/1 o’clock with MY TODDLER CHILD . The next day my key cards did not work the front desk made me a new key that didn’t work I went and got another key which didn’t work and had to go back down a 3rd time and the manger said she’ll walk me up to my room . I sat LOCKED OUTSIDE MY ROOM FOR 20MINS UNTIL I FINALLY CAME DOWN TO SEE IF SHE WAS COMING AND SHE FORGOT . I FINALLY GOT INTO MY ROOM AFTER 30MINS OF WAITING VERY UNPROFESSIONAL

All five stars for all based on recent stay. Selected a basic room for a visit to Mayo and could not have more pleased. Especially pleased with front desk. Had brief exchanges with four contacts and they went out of their way to address questions, provide direction and anticipate needs. Room was well appointed and clean. Did not join in for breakfast given appt schedules, but noted the attractive setting in the lobby.

We stayed next door at a hotel that the pool was not working. I called the Hilton and they were so gracious to let my grandchildren swim in their pool. Staff were so friendly the Hyatt next door was not. Thank you to the Hilton for a great experience I will stay there the next time I'm in town.

Made a reservation on the phone, checking in the same day. I was not told that there was construction going on that makes it extremely difficult to access hotel garage. I called the front desk three times for help, they had no idea how to assist. The restaurant was closed due to electrical issues, so was the bar. No breakfast (included in price) for the same reason. No one told us any of this. Could not work in the lobby because of construction noise. Tried to make coffee in the room, spoiled creamers, no soap in the shower. I rarely leave negative posts but I have been told that a manager would call me for a week, nothing. I understand that construction cannot be helped but how do you not advise guests of changes and inconveniences due to that? Terrible stay and worse customer service. BTW, when I asked for a dinner suggestion, they sent me to the Hyatt next door. The meal was quite good as was the service.

I'm not even sure how this hotel is allowed to stay open. Don't make the mistake of staying here like I did. Garbage all on the sidewalk outside the hotel. Not to mention the street is closed for construction. And that's just the exterior before you even get to the hotel. Front desk staff is clueless at best and has had no customer service training whatsoever. Restaurant seems like is never open and no place else to have dinner within a safe walking distance. The building and the rooms themselves are dirty and ran down. Everything smells bad, like mold. 2 towels and 2 wash cloths for a double queen. I guess I'll be happy I had anything, after seeing the overall sad state of affairs this place is in.

If it were not for the Housekeeping Supervisor Linda, this rating would be a "1" star. My hotel reservation was made weeks prior to my arrival by the Mayo Travel Agent. Upon arriving and checking in, I was told my room on the 3rd floor was not ready and check-in wasn't until 4pm it was approximately 11:30am. The guest that I shared the shuttle was assigned a room immediately. I was told they will find something for me. The room was on the 2nd floor directly next to the entrance to double doors that lead to the galleria. I went back, as I was exhausted, sleep deprived and hungry, again I was met with check in is not until 4pm. I opted to leave my luggage, walk to the galleria to get food. Upon my return, I was on the same floor two doors down from the original 😔. Thank God for Linda, who is Professional with Exceptional Customer Service skills. She warmly greeted me when I got off the elevator, she could tell immediately I was not happy. I shared my experience and stated I'd NEVER stay there again. Within minutes, I had a room on the 5th floor, away from the busy 2nd floor, where I was able to rest in preparation for my appt the next day. Linda, "5" Star rating - Linda A Huge Thank You 🥰. The front desk gets a "1" rating.

Clean, inexpensive and convenient to businesses and the ROC airport. On-site amenities such as fitness center, breakfast and the bar restaurant make this my go to when in the ROC.

Clean rooms comfortable and quiet, 2 things gym area needs attention peloton bike not working seat stuck up on the highest level. Code for screen not working. Right now there are kids stuck in the elevator!!!! Fix your stuff!

Overall, our stay was somewhat disappointing. The hotel seems understaffed and, as a result, not always able to operate as smoothly or efficiently as expected. A few examples that contributed to this experience: we asked the front desk for a new remote because ours wasn’t working, but we never heard back and never received one. I had requested early check-in several days in advance but was told it wasn’t possible, so I waited four hours until the standard check-in time at 3:00 pm, only to wait even longer because the room hadn’t been cleaned yet. There was also no room cleaning during the day or at any point during our stay. The WiFi was super spotty as well. When I kindly asked about a later check-out due to an evening flight, the request was declined without much friendliness or even an apology. Individually these are relatively small issues, and I try to be understanding of staff and their circumstances. However, taken together they made the stay feel disorganized and not very welcoming. Unfortunately, I didn’t enjoy my experience and will likely not return.

I would NOT recommend this hotel. I am a Hilton Honors member and have stayed at Hilton Hotels around the country. I recently stayed at this hotel and I was extremely dissatisfied with the lack of professionalism that I faced from their top level employees after running into some concerns. The entire experience was very disturbing. Unfortunately, so much so that I followed the stay up with a call to the Hilton Honors corporate team who wound up opening an investigation into my case. Moving forward, I will be choosing to stay elsewhere.

We stay here frequently. It's a nice Hilton hotel in the heart of Rochester. The on-site restaurant is nice with a good bar. The front staff is hit or miss in friendliness.