Hilton Garden Inn Rochester/Pittsford

"This was a great place. The people were friendly, it was nice and clean. We had a problem when we ordered room service food, but they were great when we called down and talked to them. They made it right! If we are in the area again, we will stay there again!"

"Although the rooms, cleanliness, and everything else about this hotel are truly wonderful, it is the staff we appreciate most of all. They were able to help us navigate a situation where we reserved a couple rooms and, probably due to my own fault, had to ask their assistance. They could not have been more willing or helpful to jump in and work with us and easily saved our vacation! If anyone believes customer service is not what it used to be, I would encourage you to try this hotel! We cannot wait to go back!"

"This was the first time I traveled with my 2 year old pup. So needless to say I was anxious that he would do something wrong, and we would get kicked out. However the staff assured me that wouldn’t happen unless he was out of control which he is not. Whenever I saw a hotel staff member in the hall they asked me how things were and if there’s anything I need. It was very assuring."

"I don’t know where to begin. False advertising about contactless check-in, useless Hilton Honors app, front desk clerk was not accommodating and was not friendly at all. She even denied me a noon checkout I had requested. Room smelled musty. I tried calling the Hilton Honors toll free number to complain but they were no help. I could list more but I won’t waste any more of my time on this hotel chain. They lost a repeat customer fir good."

"Be careful and stay away from this hotel only if you want to be surprised with a hidden fee on your credit card. This hotel charges people with ridiculous fees based on no actual evidence. They charged me a 270 dollar smoking fee (plus tax) and they only answer they gave was the manager “claimed” to “smell” smoke in the room. First, I am a non-smoker and my friend stepped outside of this property to use a cigarette of his. Also, the room already smelled weird when I checked in and I even mentioned this to the hotel staff who checked on me via text. What brought to my attention was they already sent me an email receipt already with the charge, the minute I gave back my room key to the front desk. You tell me, can anyone finish checking my room, run back to the front desk, and make notes in their system within one minute? (Well, I am sure it’s true they send men lurk outside of every hotel room, wait patiently for every guest to leave and enter right away to make that professional judgment.) The hotel manager refused to give me back the justice because they CAN charge people with fee based on no facts but on a manager’s “smelling sense” and mood of the day. After I do some research, this is a thing with some of the major-brand hotels to make up fees and regulations favoring their own interest. Customers remain vulnerable and are taken away their rights. Other advocacy groups are now observing increasing cases like this. I will put my experience to Better Business Bureau and take any necessary means possible."