Hilton Garden Inn Rochester Downtown, NY

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

Front desk workers were extremely pleasant.

The hotel was super clean and the staff was friendly