Hilton Garden Inn Rochester Downtown, NY

They double charged for the incidental fee and wouldn't remove either charge after our stay. They said they never charged 2x and there was "no balance on my account." Although my credit card had been charged twice. We were on a road trip and arrived at the hotel around 11 pm, slept, showered and were checked out in the morning. They said they released the incidental hold, but instead they charged it again. I called the credit card company and they advised me to cancel my card. I had difficulty checking in also. They tried to make me pay for the entire room again, saying it was unpaid even though I had my receipt from booking,my confirmation number and my credit card receipt. Unfortunately, it was a disaster. I tried calling the manager 2x about the incidental thinking it was just a mistake and left messages both times. She never returned my call and the front desk person was basically yelling at me saying they didn't charge the incidental fee. Very unprofessional and sketchy billing practices- sadly makes me think something shady is going on there. The room was not very nice either- parking was complicated and difficult. Overall very disappointing.

El personal muy atento y amable, las habitaciones amplias, la cama muy cómoda

La ubicación y las instalaciones.

not good,

Everything was fine. All staff were friendly and served me well.

I booked the room using the HH app for $181. The hotel charged me $265. Manager wouldn’t adjust down told me to work with Hilton. Hilton wouldn’t adjust down. This amount was over my allowable limit, I didn’t and wouldn’t have booked it for that rate. They said I did the breakfast deal but I had to pay for breakfast at the hotel restaurant Grappo. Booking issue never resolved. I was told by another associate that he stopped going to this hotel for sketchy billing. I’ve been Hilton honors mostly exclusively for last twenty years. @Marriott from here forward.

We were in town for a wedding and had the option between the Hyatt and the Hilton, being loyal Hilton rewards members, we chose the Hilton. I have never been so disappointed with a Hilton. The door to our room was broken. The sofa “bed” was more like a torture device, the beds were so uncomfortable- shower curtain ripped, carpet was damp, etc. the room needed a major upgrade! We booked a suite too so expected even more than a traditional room. The one window looked out in a hallway. It was so bad we left the next morning and checked into the Hyatt. I was able to get out of the second night without being charged for it, but feel like I should get a refund for the first night still. That wasn’t offered once I finally connected with someone who cared (Ashely). Do not recommend. Staying here made me question my 20+ year long Hilton membership.

This is quite literally the worst General Manager and staff I have ever experienced in my travelling life!!! - A very valuable pair of cufflinks were stolen from my room by the hotel staff and the General Manager is refusing to replace them. whilst I was in a client meeting the staff wen into my room, went through all of my draws, cuboards, wash kits, underwear, wardrobe etc and stuffed my belongings into my bags, removed them from my room and put them in a staff room. When I returned to the hotel they refused to give me access to my room and told me I didnt have a booking!! - The reception staff knew I was returning to the hotel in an hour as we had a conversation as I left form my meeting. When I complained that they had gone through my personal belongings without my permission they tried to deny it!! - eventually the General Manager (Paul Walters) asked me to attend his office and offered me another room by way of apology (They claimed the emptied my room as they were full!) - He wrote to me explaining how sorry he was what had happened and would look into it (His staff informed me that it was he who ordered them to empty my room) - I checked my belongings and indeed a pair of cufflinks had been either stolen, mislaid or left in the room. I have sent proof of purchase to the Mr Walters but he is now trying to deny his staff were not responsible for the theft or loss of my cufflinks - my lawyers will be dealing with him and this hotel in the near future - in addition to this dissapointing experience the staff were rude and unhelpful at the reception and restaraunt - The food was less than average as the icing on the cake

Unfriendly (even downright rude) staff, especially the receptionist lady that refused to give us two rooms with two beds (family of 5, both single bed rooms despite ASKING us if we wanted a double). Trash/leftover items from previous guests left in BOTH rooms (including an old keycard!). Extremely loud and constant buzzing/alarm sound (seemingly coming from the next door that can be heard from down the hallway. It wasn’t until this complaint that one of us were allowed to switch to a double room. Would give this place 0 stars if I could tbh.

L’emplacement

Location is great and very comfortable place to stay.

We are frequent travelers and Hilton Honors members. We were severely disappointed with our experience with this particular stay. My family and I were visiting Mayo Clinic and booked for two nights. The staff was unfriendly and rude. Only one staff member was kind and helpful. When asked if there was a bathroom on the main floor, we were told by the front desk attendant that we had to go through the Skywalk, out of the hotel, and into a public bathroom in the Gallery. This attendant was very aware that we had just stayed two nights with them when she made this recommendation.

The beds were rock hard (Motel 6 quality). The room was in need of updating. Very disappointing compared to the quality we have become accustomed to with Hilton.

The price was very reasonable compared to other hotels in the area. The room was clean enough. It was a very peaceful, quiet stay, which was much needed after a couple of stressful days of appointments.

We flew in and discovered (only by accident) that there was a shuttle to the airport. The staff at the hotel didn't offer this information, even when specifically asked. This was perhaps the most apathetic staff we have ever experienced.

Location, room size, quiet