Hilton Garden Inn Rochester Downtown, NY

Front desk is understaffed. There are 6 managers who would not consider getting up and helping customers. Rooms are not cleaned in time, and whenever I asked for anything, they do not have it or cannot provide it. If you need a place there, just stay at Hyatt next door.

Nice stay, clean, safe and friendly

Great stay and frendly staff

The Room were clean and the staff was wonderful. The Bar needs more selection of drinks.

Clean and modern. Could do without the carpeting on the ramp near the front desk. Suitcase wheels rolled nicely on floor until you got to the ramp on the way out. WiFi in the room did not work the entire time we were there and front desk couldn’t figure it out and instead asked me to come down to troubleshoot it in the morning before we were dressed. I have an iPhone, nothing new. Asked at front desk if Dominoes could deliver since the road out front was closed. Instead of a “yes” or “no” very late at night as we were checking in, the staff person went overboard and showed me her phone with DoorDash open and trying to explain all places that were still open. Not at all what I asked. There was a big, verbal fight going on in our hallway late on Saturday night with the F bomb being screamed like crazy. Staff nor security responded as it went on for a long time. They had to hear it as there is a big open atrium. The garage is under construction which was a real pain getting in and out of the garage. There should have been no charge for parking there during that construction.

We are arrived at 5:25 PM and out room was not ready. We tried to use the swimming pool but the water in the pool was so dirty that we chose not to swim in it.

Nothing Construction all over the place not easy to get in

It was by far the worst experience I had in any hotel in my life. The hotel was very dirty, the staff not helpful at all (except a very nice lady did our check-out). The room were dirty, full of mold, the parking was terrible (is there a construction under way, but absolutely no communication from the staff). Speaking about staff, they posed as superior and made the experience terrible. I am rethinking in going any Hilton hotel now. Really do not recommend. Absolutely expensive for what it offers.

Construction right now and can’t park in their parking lot of pull up to the door. It was difficult to get there. Hotel was great other than that.

Had a nice time. However there was street work being done so access to the parking garage was a bit convoluted.

Nice front desk stuff but the hotel parking lot is like a maze. Can’t park at the main entrance due to construction. Had to go through the Hyatt hotel parking lot and good luck with finding a way to the front desk. Very inconvenient. No breakfast included.

No bath towels - realized only after I was already getting out of the shower call to front desk quickly rectified the problem In the morning I washed my hair - then discovered there was no hair dryer. Couldn't reach front desk so had to go down to front desk to get a hair dryer. No advance notice that the hotel was sharing the parking garage with the hotel next door - very frustrating trying to find entrance to parking garage and then navigating through the garage to parking spots dedicated to the Hilton property All that being said - the staff members were pleasant, helpful, friendly and worked quickly to "make things right".

Can't think of anything that didn't go according to expectations.

Everything was fine. All staff were friendly and served me well. Can't think of anything that didn't go according to expectations.

We arrived 2 hours agter soonest check in and they started the checking process and states we have you reservations but no room available as we ordered a suite. After 50minutes of back and forth from manager on phone they found an alternative e room which was smaller. Did not try ro fix the problem and charged same price. Horrible experimec

i booked hotel with free parking. The staff insisted they don’t have free parking and charge me for parking fee.

Construction/closed on the only entrance road made it very difficult to enter.

easy to get to great parking helpful staff

The hotel lobby looks very nice, but the rooms are dark, the pool was freezing, and the staff was meh. For example, we needed to do laundry, which took quarters. Had to scrounge them from a couple of local shops. Very sketchy. Couldn’t get a glass of wine at the hotel. I would strongly recommend not staying in downtown Rochester as a general matter. Plenty of nicer options in the University area for the same cost.

Voyage correct sans plus