Hilton Garden Inn Rochester/Pittsford

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!

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.

This Hilton Garden Inn has to have some of the friendliest and most professional staff I've ever encountered. They should be commended for their hospitality and going above and beyond for their guests. The in-house restaurant has a great menu and the food is very tasty. The bartender who serves both the bar and tables is always friendly and provides excellent service. We made sure she was tipped well since she was the only one serving. An added bonus for us was the staff welcoming our dog. They gave us a care package which included a pack of treats, a toy, an information pamphlet, and door hanger for room service. The only detractor we could find was our room had a bathroom door that wouldn't shut fully without some effort. Otherwise everything was very good. We have already made up our mind that we will be staying here again.