Hilton Garden Inn Rochester/University & Medical Center

We stayed at this hotel (repeat guests) this week. We have always loved this hotel for its location and amenities. This past visit was a disappointment and we won’t be back. Here is why….the rooms are showing wear and tear for the high price point and the staff didn’t care about their guests and did nothing to make you feel welcome at the hotel. We never got a ‘welcome back’ or a ‘ thanks for being a Hilton Honors member’ or ‘how is your stay’? The manager was at the front desk when I was in line to get my parking pass for the lot after first arriving. Never acknowledged any of us in line or say ‘someone will be right with you’ or ‘how can I help’? I passed him in the hall later that day and he didn’t make any attempt to say hi or ask how our stay was going. The cleaning servi

I can’t rave enough, about this hotel. From the front desk staff, to the housekeepers, to the dining staff. Everyone’s very helpful, friendly and acknowledges you as a valued guest. If you’re staying at the hospital or just need a hotel in Rochester this is 110% your place to stay. Easy on easy off the highway, a lot of food and beverage places around within walking distance. Will certainly be back if we need to stay the night in Rochester. Out of the dozens and dozens of hotels I’ve stayed at this probably was the BEST experience I’ve ever had! Room clean, foo was good, the only downfall was the pool was a little dirty. Other than that easily a 5 star review.

I'm staying at this hotel to visit my son at the ER of Strong Memorial Hospital. Hotel is nice, clean, at a very convenient location; room has fridge and microwave which are both very useful. I want to specifically note that the hotel staff (front desk, kitchen, and housekeeping) are just amazing - they are very kind and accommodating. It is truly the bright spot in a very stressful time for me. Would highly recommend.

Positive: 411 Negative: Cleanliness of room upon arrival was below average. Large masses of hair near entryway, chocolate chips from previous guests on seating area and shower had hair on walls.

The hotel itself is basic, nothing special at all. Clean enough but fruit flies in my room. Staff are not the friendliest. Stayed there once for business, booked a second trip, and when plans changed they charged me for a full night even though I gave a week notice. Beware their fine print states you need 21 days notice to avoid penalties, that's outrageous and unforgiving. I didn't even book that far in advance. I travel for business monthly and I will never use a Hilton property again. I'll stick with Marriott and many others as they allow you to change up to 24 hours before your stay without penalty. Hilton is robbing people when they have more than enough to fund themselves.