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Reviews of Hilton Garden Inn Rochester Downtown, NY

3 out of 5
Hilton Garden Inn Rochester Downtown, NY
155 E Main St, Rochester, NY

Reviews

8.4

Very good

Rating 10 - Excellent. 318 out of 626 reviews" "
Rating 8 - Good. 169 out of 626 reviews" "
Rating 6 - Okay. 79 out of 626 reviews" "
Rating 4 - Poor. 40 out of 626 reviews" "
Rating 2 - Terrible. 20 out of 626 reviews" "

8.8/10

Cleanliness

9.0/10

Staff & service

8.2/10

Amenities

8.6/10

Property conditions & facilities

8.6/10

Eco-friendliness

Reviews

10/10 Excellent

dan, Ottawa

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Super friendly and helpful staff, from the front desk to the bar. Room was clean and the bed was awesome. Would definitely recommend.
Stayed 1 night in Feb 2024

4/10 Poor

Mary Ann

Travelled with family
Liked: Cleanliness, amenities
The room was cold and there was no place to turn heat up. They charged me $293.67 Expedia quoted 258.86 Coming out of parking garage was suppose to be free. When we left Sunday morning at 6:45am I had to pay $10 to get out of garage. We checked out before leaving. Room was cold and we could not put heat up.
Stayed 1 night in Apr 2024

2/10 Terrible

Gale

They told me my reservations were canceled so I had to find other rooms. Will not use your site again
Stayed 1 night in Apr 2024

10/10 Excellent

Sandi

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Very good service
Stayed 1 night in Apr 2024

6/10 Okay

Philip, Brewer

Liked: Cleanliness, amenities
Property could use a refresh.
Stayed 1 night in Apr 2024

8/10 Good

Hongbo

Liked: Cleanliness, staff & service
Stayed 4 nights in Mar 2024

8/10 Good

Bonnie

Travelled with family
Liked: Cleanliness, amenities, property conditions & facilities
We asked for adjoining rooms but didn't get them. Shuttle service with Josh was excellent & he was awesome
Stayed 1 night in Apr 2024

10/10 Excellent

Destiny

Liked: Property conditions & facilities
Stayed 1 night in Mar 2024

10/10 Excellent

Carol

Stayed 1 night in Mar 2024

10/10 Excellent

Linda

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
the hotel was quite nice. The staff was very helpful. Questions were answered with a smile and kindness which is a wonderful customer service. Not everyone can handle the public, but your staff did a great job.
Stayed 1 night in Feb 2024

6/10 Okay

Haley

Stayed 1 night in Mar 2024

8/10 Good

Lori

Business traveller, Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Clean and great shuttle transportation
Stayed 2 nights in Mar 2024

10/10 Excellent

Scott

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Nice friendly staff
Stayed 1 night in Feb 2024

4/10 Poor

Emily

Disliked: Cleanliness
Stayed 1 night in Feb 2024

2/10 Terrible

Susan

Travelled with family
We reserved a suite with two queen beds and a pull out as we we traveling with our 3 sons. Upon arrival they said they were overbooked so could not give us the room we had reserved. Instead we stated in a small room with two beds that wasn't ready until aft 8 PM. Our other so and his team the Las Vegas Desert dogs were staying at the hotel as well, hence the reason we booked at your hotel. They gave us vouchers for the bar but it was closed when we returned from the game. Made for a very disappointing and uncomfortable stay in Rochester.
Stayed 1 night in Feb 2024

8/10 Good

Nancy Jean

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was clean and nice.
Stayed 2 nights in Feb 2024

10/10 Excellent

Gurmeet

Stayed 1 night in Feb 2024

2/10 Terrible

Naquazia, Rochester

Stayed 1 night in Feb 2024

10/10 Excellent

Jason

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Jan 2024
Response from JRZ GM on 28 Jan 2024
Thank you for your review!

4/10 Poor

Sarah

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Overpriced gross hotel. Rude workers.
Rude welcome at check in, rude server at breakfast. Waitress yelling at cook, just miserable person. Hotel room was not clean. Fingerprints all over. Little red and gold sequins on the floor in the bathroom. The couch in the hotel room was so dented in the middle from use, when you sat down you felt the medal bar. Worst part when I filled up the tub in bathroom for my daughter, there were these black particles floating in the water. Disgusting. Also heads up if you spend the extra 15 on the breakfast, its a waste of money. Its one of the worst breakfast ive had at a hotel. Only possitive was the lobby looks nice. Hilton used to mean something.
Stayed 1 night in Jan 2024
Response from HGI Team on 28 Jan 2024
Thank you for your comments and we have responded to you on our Hilton Site , booking. Com site , hotels .com site and guest assistance site which includes all the sites you have listed . We are proud to have superior guest service scores and very happy staff.

10/10 Excellent

Muhammad

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in Jan 2024

10/10 Excellent

Anna

Stayed 3 nights in Jan 2024

10/10 Excellent

Mary Beth

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very pleasant…one thing that could affect this review if done by someone else…but I was put on a floor where there was a bachelorette or some celebratory group. They were up in the hall very late and having a good time…I slept fine…my guess is others would not have been able to. Mitre into room assignment otherwise A great place to stay.
Stayed 1 night in Jan 2024

6/10 Okay

Verified traveller

Travelled with family
Liked: Staff & service
Disliked: Property conditions & facilities, room comfort
Staff all very friendly and helpful. Room was very dated and could have been cleaner.
Stayed 1 night in Jan 2024

8/10 Good

Leanne

Business traveller, Travelled with family, Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great for a short stay for families
Service was amazing, quick to reply via text. Shuttle was also quick and convenient. Very nice driver, made suggestions along the short drive. Room was spacious and great for our family of 4 (with 2 young children). Bed and washroom were clean. Shower pressure could be better and towels could be more soft and comfortable but otherwise, great stay!
Stayed 2 nights in Dec 2023

10/10 Excellent

Dorian

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Dec 2023

4/10 Poor

Edson

Disliked: Cleanliness, property conditions & facilities
Stayed 1 night in Dec 2023

10/10 Excellent

Jan

Stayed 3 nights in Dec 2023

10/10 Excellent

Arthur

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Nov 2023

10/10 Excellent

Tiffany

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Overnight trip for a show
Customer service was top notch. Front desk employees were great! Chris at the restaurant was amazing! It was a nice, short walk to the Blue Cross Arena - less than 10 mins. Would definitely stay again.
Stayed 1 night in Dec 2023

10/10 Excellent

Charlyne

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Clean and friendly staff. Quick check in process. Also walking distance to the blue cross arena which is what we wanted!
Stayed 1 night in Dec 2023

10/10 Excellent

Narda

Liked: Cleanliness, property conditions & facilities
Stayed 1 night in Dec 2023

8/10 Good

John, University Heights

Stayed 2 nights in Nov 2023

10/10 Excellent

Kevin

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Nov 2023

8/10 Good

Sandra

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Customer service was excellent! very friendly, going out of their way to help with anything. Appreciated the shuttle service accessibility. Was disappointed with parking process, was given barcode to scan to get in and out and sometimes it worked sometimes it did not. They recommended to take a picture of it and had same issues. Not being able to get in and out of parking garage is not something guest should have to be concerned about. Strongly recommend better process be developed. Once I called for help, parking person did come over right away so that was very helpful.
Stayed 1 night in Nov 2023

10/10 Excellent

Angella

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Nov 2023

10/10 Excellent

Maria

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great Stay - highly recommend
Check in was a breeze, we dined at drifters, service and food were great - and they were very accommodating of a food allergy. We were there one night for a concert, so we didn't use the pool or anything but it looked nice! Highly recommend.
Stayed 1 night in Nov 2023

10/10 Excellent

Calexander

Liked: Staff & service, property conditions & facilities
Stayed 1 night in Nov 2023

10/10 Excellent

Denise

Stayed 1 night in Nov 2023

10/10 Excellent

George

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Nov 2023

6/10 Okay

Miguel

Travelled with partner
Liked: Staff & service, amenities
Checked in, got our room key and tried to go into our room and there was someone in there. Looked like an employee because he had a badge around his neck, asked me why am i here lol. I booked this room!! So i had to go back down to the desk and ask for another room. First time this has ever happened to me. But i shrugged it off, room smelled of stale smoke also. Other than that, hotel wss ok. I guess this experience was rare idk but won’t book here again.
Stayed 1 night in Nov 2023

10/10 Excellent

John

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Perfect Location For Events
Hotel is perfectly located for attending events at the Blue Cross Arena, we attended a WWE event and only a 5 minute walk from the hotel. Spacious clean rooms, staff is awesome, hotel is clean. Rooms come with microwave and fridge.
Stayed 1 night in Nov 2023

10/10 Excellent

Steve

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Excellent Stay
Great stay! The hotel was super clean and the pool and weight room/fitness room was way better than most. Loved this place.
Stayed 3 nights in Nov 2023

2/10 Terrible

Claudia

Travelled with family and small children
The parking lots and directions from staff was horrible, the battery of the door where u put keys in was dead so had to wait till the changed the battery’s ,then my 2 yr old sleep on one of the queen beds and woke up with lots of bites on her body ,as I was leaving I asked the lady on service desk if their was some bugs on the room she said no I told her we’ll theirs some kind of bug because my daughter woke up with bite in which I showed her my daughter had them all over,her respond was ok I’ll have them check the rooms No apologize at all…Never again we would not stay at this hotel

4/10 Poor

Verified traveller

Travelled with family
Disliked: Property conditions & facilities, room comfort
Overcharged and Broken Bed.
I charged twice for parking. The QR code they gave me wasn't working so I had to pay upon exiting even though I'd already paid at the front desk. I was charged for internet even though I'm a hilton honors member. My bed frame was falling apart.
Stayed 1 night in Oct 2023

8/10 Good

Daniel

Travelled with partner
Disliked: Amenities
The property was OKAY the area has many homeless and unsafe environment
Stayed 3 nights in Oct 2023

8/10 Good

Jacinta

Liked: Cleanliness, staff & service, property conditions & facilities
Great place stay for a quick visit in Rochester. The staff were extremely helpful and check in process was great.

4/10 Poor

Sana

Disliked: Cleanliness, property conditions & facilities
Stayed 2 nights in Oct 2023

10/10 Excellent

VIVIAN

Liked: Property conditions & facilities
Stayed 3 nights in Oct 2023

6/10 Okay

Irene, Ithaca

Stayed 1 night in Oct 2023