Hilton Garden Inn Rochester Downtown

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 a

Firstly, I called to make a reservation and they quoted me a reasonable price. By the time I was ready to give my credit card, the price raised $70.00. I asked why and they said the price "went up" when we were talking (3-5 minutes). |I checked in and the girl at the desk said she needed $50.00 dollars from me for sundries. If i did not use anything, then I could get the money back refunded in 3-5 days.|So i decided to go to dinner at their "restaurant" since I was being billed 50.00 anyway and who knew when I would see the refund. I walkwed in and there was one group of 8 at a table - nobody else at the restaurant during dinner. That should have tipped me off somethign was amiss. The waitress did not know any of the specials and asked me to spell some of the dishes ordered because

My husband and I were here for a business convention and originally booked at a Hampton Inn and were less than impressed, so we ended up coming here and were so very pleased. Our room was clean, the staff (Brittany, Irma, Joslyn) were just a few of the most friendly and helpful employees at this location. The hotel is nicely kept and the restaurant was amazing. The cooks at this restaurant are top notch and so is the bar manager. If your in this area, definitely book at this hotel. Not only was everything above great, but it’s conveniently located to almost anywhere you would want to go.

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.

Friendly and helpful front desk staff. The room was great, but the shower could be better designed. It is almost impossible to turn on without getting wet with cold water.