Hilton Garden Inn Rochester Downtown, NY

It doesn't matter what hotel I stay at, it does not compare to my own home. The stay was nice as I stated in my review.

Very good

Over all things were fine however our room had a B.O. odor to it and was out of hand soap and body wash. When we inquired we were told “we’re completely out of body wash”. How is the Hilton clean OUT of body wash?? Also one of our colleagues asked for bedding for the fold out sofa and it took till midnight and 2 inquired for someone to bring them up and we had to be up early to work in the AM

Clean room. Courteous staff. Perfect for a quick stay and close to everything. Road construction outside the parking garage was a nuisance but that was out of the control of the hotel. Definitely would stay again when we're in town.

Location, room size, quiet No free breakfast, pay for parking

Location, room size, quiet No free breakfast, pay for parking

Bad

We were there for multiple nites. After the first one we had to ask the front desk to have our room serviced as had not been. The staf dealing with guests are excellent, very friendly and goi g out of their way to accommodate us. The breakfast cook was excellent

Very good

Other than the bathroom door sticking and making it difficult to open and close easily (I mean, it really got stuck), room was great and fit our needs. Staff were pleasant, accommodating, and so helpful (shoutout to Jessica who checked me in!). Restaurant staff bent over backwards to make drink special requests, and beautiful smiles when serving our delicious food. Thanks for a great wknd! Close to all that Rochester has to offet!

Lack of service Cleanliness

Had a junior suite and was very small. Not worth price. Paying for parking. Bar closes early

Very comfortable bed. Noisy as at the front of the hotel. Very noisy ac. No pen, penci, paper or bible.

Too many issues to list. Few amenities, broken TV's pool down without notifying guests ahead of time. Annoying things.

Front desk workers were extremely pleasant. Most uncomfortable bed I’ve ever tried to sleep on and the springs were so squeaky on bed #2 that no one could sleep.

Front desk workers were extremely pleasant. Most uncomfortable bed I’ve ever tried to sleep on and the springs were so squeaky on bed #2 that no one could sleep.

Room was and was clean staff friendly

We had to move rooms because there were ants crawling everywhere, getting on our feet and the bed! There were also two long hairs on the face towels. At breakfast time, there was never any plates or bowls out for us to actually put the food on, the eggs we ordered were never brought to us. The pool was cold, the bedding was old.

Broken lamp glued together and with a prerty questionable stain. Not that I am picky but it was the first thing I saw when I woke up or went to sleep. Leaking water in the hallway, and the restaurant wasnt open during our stay, whixh was part of the decision to stay there.

Elevator in parking garage not working. I have stayed here multiple times throughout the years and this still is not fixed. Very scary to walk down 4 flights of stairs alone at 11 pm!

The hotel was super clean and the staff was friendly The staff sometimes were hard to find like at the breakfast area I walked around for 5 minutes until someone came out and greeted me while the cook was sitting down watching tv. Him and the hostess seemed like they were being bothered and I was the only person there at the time and this was around 8am?? Also they need to finish fixing the rooms for example my room which was 333 was missing handles to the cabinets so they couldn't be used if I needed them and I know you usually wait for the person to check out before you clean the room thoroughly but they still should come and make the beds daily which they didn't.

The staff sometimes were hard to find like at the breakfast area I walked around for 5 minutes until someone came out and greeted me while the cook was sitting down watching tv. Him and the hostess seemed like they were being bothered and I was the only person there at the time and this was around 8am?? Also they need to finish fixing the rooms for example my room which was 333 was missing handles to the cabinets so they couldn't be used if I needed them and I know you usually wait for the person to check out before you clean the room thoroughly but they still should come and make the beds daily which they didn't.

Exceptional

pretty dingy appearing in rooms. staff when we checked in did NOT know that parking is complimentary and was pretty unhelpful. staff at checkout was much more helpful!

Very nice room

Desk staff was awful and hostile upon arrival. Otherwise the room was fine. I'd stay elsewhere next time.

Exceptional

The hotel is at great location for being close to Eastman School of Music, but the streets were under construction during my visit in April 2026.

Pleasant

Room was clean. Staff were nice and professional. Street construction directly outside the front entrance was very noisy.

Typical hotel room

I do their believe there was a difference in a third-party reservation vs going directly to the hotel and making a reservation as the two people that were at the counter with me they got the rooms right away. They were actually after me and I was told I had to wait till 3 o’clock. I got there at about 1:45. Sauce put in a room that the toilet or the water flows every 3 to 5 minutes all day all night however, other than that, the location is the reason for the hotel. The hotel is in prime location in Rochester and if you want everything to be pretty much at walking distance like the Blue Cross arena and other venues it’s a perfect place

it is ok. no surprise, meet standard.

Very good

Great place all around!

Check in took over half an hour, unprofessional front desk & manager her self with no costumer service skills.

The room was a little small but accommodations were nice

Exceptional

Very accommodating staff- lovely people all around

Very accommodating staff- lovely people all around

The staff was good the facility was just old and certain things weren't working and there was a leak in our first room

Very poor

Nice room; less than courteous staff.

Very happy

Dirty

staff were not very friendly, room was not ready by checkin time

Staff was friendly and welcoming. Room was clean. Definitely would stay here again

Room was clean, spacious. Outstanding staff.

Clean comfortable

Room was clean. The staff were polite.

We had left over clothes from the previous guest in the drawer.

Yes nice and clean staff was welcoming

Parking cost $10.00. What I paid for the room it should have been free. The bar and staff was by far the best part of our stay

The staff were great, especially house keeping - they were so helpful and so sweet! The room was clean, the restaurant in the hotel serves a great Ribeye and it’s literally around the corner from Blue Cross Arena!

The

The lady at the front desk was absolute incredible! She was warm and inviting and seemed enthusiastic to help the guests.

The hotel was nice walking in. Staff was great. Room seems clean. No issues. I would stay here again.

terrible service; no blankets after several requests; terrible service at dining; but excellent venue just not effectively operated. Not worth the money

Yea

The room was clean, but it was in mediocre condition. There was no condiments for coffee or stir sticks. It was staffed by one person who seemed to be the chef and the waiter and the bartender. He was very friendly, but overall service at the hotel can be improved.

Stayed at this hotel twice, both times were great. Friendly staff and clean rooms. The neighborhood is rough but security does a great job making guests feel safe. We wouldn’t have came back if security was lackluster. 10/10 would stay again.

the room was spotless

Room was clean and spacious. Morning staff was so friendly and helpful. I was disappointed that they didn’t offer the buffet for breakfast on the weekends; just the weekdays. But they did have a few good options for breakfast. The restaurant in the lobby looked great, but it was closed the night we stayed. The building itself was very charming. And in a great location - there was a park on the corner to walk my dog who was staying with us. I would definitely stay again.

Room was clean ladies that worked the breakfast were very nice amd the rest of the staff were good.

Rooms were nice and staff was very friendly.

There was candies, empty soda bottle and even a dime on the floor.

Great stat. Very clean, and very friendly staff1

Food in the hotel restaurant is solid! That pork chop is amazing.

It was in a bad location of the city, although it didn’t feel unsafe just wasn’t a good spot. The shampoo and conditioner were ripped off the wall and missing entirely, the couch was badly stained and the beds were uncomfortable.

Need to upgrade

This is by far one of the worst hotels I’ve ever stayed at. The rooms bed boards were dusty, chipped, worn out. The carpet had hair ties & hair balls from probably previous guest in room. I checked in and the electronic card system was down to the point the only access to my room was being escorted. Very annoying having to wait for assistance every time I leave just to get access back inside. The area around is sketchy and very limited food resources. I was extremely disappointed! I would love a refund to be honest

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We have requestd the housekeeping but did not receiv any service and needed to request to get the clean towels more than 3 times.

For the price we paid was satisfactory.

Room was musky and felt dirty.

I didn’t get free breakfast I had to pay for it

Our room was changed upon registration. We paid for a king & were put in a double. The room was dusty, no coffee pods, no tissues. There was water in the ice bucket from the last customer. No privacy sign for the door. The downstairs of the hotel has been remodeled beautifully, now Hilton needs to work on the guest rooms & monitor their cleaning staff. Would not stay here again.

Check in and parking confusing. Address is East Main St but entrance is Stone St. Front desk staff glued to computers and slow to greet us . We arrived 15 minutes after check in time and were told rather curtly that room not ready and come back in 30 minutes. When we returned in 45 our room still not ready. We were then given another room. Our room was clean and quiet snd comfortable.

The a.c. didnt work. They split my family of four into two dirty rooms. They didn't put the fact they moved us into the rooms into their data base so none of the rest of the staff knew we were in those rooms. A male security guard tried to walk into one of the rooms as my wife and 16 year old daughter were dressing. They he proceeded to tell me we werent supposed to be in these rooms. He then escorted me go the front desk to explain? This continued multiple times as everytime the staff shift changed they were unaware we were in these rooms and when we were scheduled to check out. What should have been a great trip turned into a horrible horrible experience.

It was not the most terrible stay but it wasn’t the most comfortable either. The hotel was understaffed so no room service, dining options are limited if you arrive late.

It comes across as a a dreary, old, slightly broken down version of a Hampton House. My tV remote was missing a piece. The phones should at least have the number for the front desk. It was freezing and took all night to warm up. The sill by the window was damaged.

The common areas are lovely and elegant. The rooms are poor quality. Poor sheets and pillows. Mold in the bathrooms. One of our bedspreads was stained with a brown stain. Front desk staff when we checked in late at night was not personally groomed and not dressed professionally. We asked the front desk to have housekeeping make our beds one day during a three day stay and she acted like we asked for the moon. It felt like we were staying at a motel six. Not a Hilton. Motel 6 may have been nicer.

The pool was closed the entire time just about.

My stay was fantastic.

The pool was not open, my kids were extremely disappointed.

The pool was down for maintenance and there was no cook for the in-house restaurant, which were two of the main reasons I picked this hotel for my stay. But parking was super convenient and the staff was very helpful in finding another restaurant.

Property is beautiful but rooms were not cleaned well.

Great stay

My son and I stayed here for an event down the street. While the location was convenient and staff were friendly, check in took a lot longer than expected and our bathroom shower had a lot of black mold in it.

starting off the room is old and outdated. Shower curtain was old and torn badly and looked like something out of a dumpster. To top it off we went to go have breakfast this morning and were informed they were only serving the buffet for breakfast due to lack of food. after agreeing to get the buffet they ran out of food completley and half my family even got to eat ,but i was still charged for everyone.$90 dollars. and to make it even worse the staff was openingly fighting with onw another for over 30 minutes in front of everyone swearing at each other and yelling and slamming stuff around. i was extremely disappointed with this hotels professionalism and the way they talk to customers. we had over 10 rooms booked at this hotel as we were all there for my nieces wedding. I stay at hilton hotels 3/4 times weekly but never experienced a crap show like this

Accommodations were fine. Poor service in restaurant.

There was no shower curtain. Ants were crawling all over the bathroom floor. The shower drain was completely clogged with massive amounts of hair and would not drain. The air conditioning did not work. The arm on the sofa sleeper was so worn that it had a sharp piece of exposed metal sticking out (it actually cut me). The bed linens on the sleeper sofa were dirty. When I went to the front desk to inform management of our issues, while the person was very nice, she told me there were no other rooms available for us. It was 10:00 pm on a Wednesday. We left and went to another hotel as our room was uninhabitable.

Rooms were pricy, but good size for the 2 of us. However, it was a big disappointment that basic internet was not free, only free for membership level. Water in the room is a tease with a fee sticker. We were surprised to find there were no adaptions in the room for USB phone chargers. We checked the lamps, wall, alarm clock- no way to charge devices without a wall plug in. The bathroom sink was disconnected from the wall on both sides. Breakfast was pricey for powdered eggs, there is nothing advertising it until a staff member tells you. Very confusing. And most surprising, the AC was not working in our room until we notified the desk (as was the same for several other rooms in our traveling group). Thankfully they made a fix and our room was much more comfortable day 2. The lobby was fine-quiet- and the bar area was nice. Though our group waited quite awhile for their food.

Staff is friendly and helpful. Room was comfy and quiet even though we were right next to the elevator. We never heard it. Location is convenient and parking is reasonable. Not a luxurious 5 star stay but certainly adequate for our weekend. Visit Dinosaur BBQ ( within walking distance) for a great casual meal

I was first one on the line . But last one check it. They say offer my free breakfast but they never did . I don’t care about breakfast anyway ，just Since you said it and didn't do it, just did it perfunctorily.

The room was well put together breakfast was very good and

Everything was an extra, even the fitness center. There was only 1 trash can in the room. The cleaning service didn't make the bed, I had to leave a tip to get coffee refills. There was no shower curtain. I expect better from a Hilton

Nice, clean room and well-maintained property. The staff were very friendly and helpful. The restaurant, Drifters, is also a solid choice if you are in the mood for a chill dinner instead of going out.

"didn't like" how our check in went. The room ran out of tissues and there were no spare boxes, the shower gel container was empty and the curtain rod for the shower was really weird and the floor gets all wet. Other than that everything was fine.

Our room was lovely and the staff was very helpful and friendly.

Staff were very kind

Cleanliness was good except for plenty of mold and mildew on the bottom edges of the shower. Kleenex on bathroom counter was wet from bar soap water - little space. Staff was very friendly/enjoyable. Asked for extra pillow/blanket but never received (no spares in closet). TV was difficult to navigate (guides split into 5 channels, unable to navigate to channel via guides). In room Wi-Fi was too slow to use, one person couldn't even get to sign on page. Cell data service waffled between working and not for web pages (using T-MOBILE 5g and Verizon wouldn't get past 4g). Bed was stiff/uncomfortable/felt springs. Breakfast buffet was a mix of good and sad - eggs only edible 1 of 3 days, brown bananas, and overpriced ($15 for standard continental food). Breakfast staff was great/friendly/helpful with options.

The heat/cooling was very inconsistent in some rooms. My room fine but my daughters room was HOT when got there, cooled down and then overnight became HOT again.

n/a

Friendly staff especially in restaurant

A great downtown location.

Not the best hotel option. The room is mediocre and while the staff is super friendly, there is

Cons: hard mattresses, flat pillows , no hot tub, breakfast is not complimentary Overall a decent option depending on your needs and budget. Some trade offs but a solid hotel all the same

I liked the 24 hour security. Convenient location in Rochester.

We had an amazing stay!

Inconvenience of costumer service

In my non-smoking room I could smell marijuana coming from the bathroom all night, my kids said it was really bad, complaining to the staff was no help. Also after I made a note to use the sofa bed, it was not made up when I got to the room. Went to the front desk to ask and was told the person who could make the sofa bed was not there and didn't know when it would be made up for us at 7pm. After a while I went to the front desk a second time and a female staff member came over and I asked again about my kids needing the sofa bed and when it would be made up, the female staff member was very nice and immediately contacted the intercom to make the sofa bed for us.

Never disappoint..a great hotel

Greatest customer service

Went to see Jeff Dunham show at Blye Cross Arena. Hotel was within walking distance of venue.

Very clean and quiet. The bartender was also seating people and taking their dinner orders. She was friendly and professional. The entire staff also were professional and friendly. We attended the Jeff Dunham show and had 10 minutes to Blue Cross Arena. Parking was free and in garage.

It’s ok

We checked into the hotel and was given a room. When we went the the room it had not been cleaned. I actually thought maybe someone was still in the room. I went back down to the desk and explained the situation and was given a second room. We needed to get to our venue so we did not get to check the room. Returned hours later and went to the new room... the bed was not made. Had to return to the front desk again. This time it is after 10 pm. We were given another room on another floor. There was no apology or offer of compensation for the situation from either staff member at the front desk. It was almost like it should be expected that rooms are not ready for guests. Truly disappointed! Hotels are not cheap. I expected more from this hotel.

The hotel was ok overall.

Staff were so nice and helpful. It was quiet and peaceful there. Shower was poorly designed as you had to step in to turn on the water so you got blasted by cold water. Bathroom door started squealing but we had just gone to bed so didn't let anyone know. Dining for dinner had a limited menu but our food was good. Breakfast buffet was weak in terms of variety, quality, and the food was not hot.

Staff was awesome

For the price of this hotel, we expected it to be much better. The customer service was terrible. Rude and dismissive. The parking situation is very bad. Construction is what it is but there were lots of transient people hanging our smoking in the parking structure in the middle of the night and it was scary with our small child. The hotel was not clean. The elevator was filthy. The room was also not clean and did not have basic amenities like soap in the shower. Overall, bad experience and we will not be staying here again.

Went to the front desk and the guy said the woman who checks people in was in the bathroom. So, I waited. Another guest came in and got in line. Then another. And another. About 15 minutes later she came out of the bathroom, making no effort to hurry. Super pricey. Water bottles in room had $1 tags on them. For the price I paid for the room? Give me a break. Hotel is large - confusing layout but thats no ones fault. Sits next to large parking garage that was pretty full. All in all the trip was fun but the hotel is not worth the price

Everything

Null

Tv doesn’t work, wouldn’t stay again.

The overall cleanliness was good. I was disappointed that the only breakfast item included with the price of the room was coffee.

Staff was very helpful and friendly, especially the breakfast staff. Our room was not ready at checkin and we waited over an hour, but we were given meal vouchers to compensate. Our room was clean and spacious. The parking was not included. My kids loved the pool, though it was quite cold. I would stay here again.

Hotel was so under-staffed that I couldn't get some coffee delivered to my room.

All staff very friendly and helpful, including shuttle driver, front desk, and restaurant staff. Room was clean.

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Everything about are stay was great!

there was a strong smell of bleach when we exited the elevator and it lasted all through the stay. room wasn't the cleanest-plenty of confetti littered the room most likely from New Years celebration. bathroom was okay but tub did not drain so standing in 3 inches of water during shower. towels had a horrible smell. requested clean towels 4 times during 2 night stay and never received any clean towel. reception kept saying right away but no one ever showed up with clean towels.

Staff were lovely, pool and gym were good. Short distance to convention centre was nice. Issues - elevators smelled like marijuana always. There isn’t an economical choice for food for families close by - we had to uber eats a lot.

Terrible service at the reception, at breakfast and for the room service. They really don’t care !

Great place

Pool very cold disappointed as chose because pool we brought our kids

Additionally, the shower curtain was missing, which caused water to spill onto the bathroom floor. The shampoo and body wash bottles were both empty, so I ended up having to go without. A quick check to ensure these were stocked would have made a big difference. The bed was also uncomfortable, with a noticeable dip in the middle, making it feel worn out. It would be great if the mattresses could be updated. Lastly, there were no towels available at the pool, but I was able to get some from the front desk after asking. While I appreciated the solo front desk attendant for helping out, it might be helpful to have more staff available to prevent these kinds of issues. Overall, while the stay wasn’t terrible, these improvements would go a long way in enhancing the guest experience.

The room was not fully cleaned. There were socks and kleenex on the floor when we arrived. The pool is very dirty with hair floating in clumps. There were no towels in the swimming area. Front desk was called and asked if towels could be brought and they never brought them. The conditioner bottle was empty on arrival and not refilled. There do not seem to be enough people working here.

Great stay

Nice and clean

Customer service was awesome 💯💯

We called down to the front desk asking for places to eat around the hotel they didn’t know anything the room had beads and string on the floor from the previous guest and there was a baby sick near the bed and the hotel didn’t give a discount or anything

Staff was friendly, only concerns would be the room. Zero pressure in the shower which made it impossible to rinse body. Flaw with the glass for the shower also, the water leaks out and creates a puddle of water around the toilet. Looks like there’s a half inch gap between wall and the glass. Other than that, everything was good.

Confusing layout to get in the hotel from the parking garage

My over all opinion of this property is that it could be a lot cleaner. The shower in our bathroom has someone else’s hair, gross. There was dust and splash on the front of the bathroom vanity that was not wiped down after the last guest. The bed was very uncomfortable, and there was no remote for the tv. I will give 5 star rating to drifters for the delicious food and beer!

Pretty sure the front desk was wearing PAJAMAS... Unprofessional and lot of inane chatter with her friend (?). How is this a Hilton? Halls aren't vacuumed, room was not vacuumed. Depressing stay.

Location perfect

Beautiful hotel downtown Rochester.

First time to Rochester. This hotel was right down the street from Kodak Hall at Eastman College of Music. Yunchan Lim piano recital was the attraction. Hilton Garden Inns have a business-standard quality but this Downtown Rochester location is definitely a cut-above. People working here understand the word ‘Hospitality’and demonstrate it constantly. Plus the food is really good. The breakfast buffet was far superior to similar at the United lounge in SFO. You definitely get value here but more importantly you get lots of positive human interaction - if that matters to you as much as it does to me.

Not the best experience. Couldn’t check in until after 3pm and then got charged twice for my room with no refund

Staff were rude, parking was troublesome. Not much in the area for the price they charge. Not worth it.

Nice room. Glad they don't use hot thick comforters. Didn't know there is no outside view from the windows. Good location to the river

Room was dirty, dried pasta on the floor and there was a stain on the duvet.

Staff was great. Everyone was helpful. The parking garage situation was challenging at times. Very good location.

We loved that this old building has been repurposed for the hotel. Very nicely decorated. The room needed a few little fixes to the bathroom.

Great hotel.

They are renovating the garage and that was a bit difficult to figure out. Enjoyed the stay - convenient to our event and the shuttle was available for us to use!

The hotel was beautiful and staff was very friendly but the hotel.com representative that helped me book the hotel was the true hero when our original hotel we booked pulled a unimaginable trick not letting my family check in he was able to get us a new hotel room even thank you very much

Everyone was very friendly and helpful. The room was clean and spacious. They checked in on us every day making sure we were satisfied.

Not as updated as other Hilton Garden I've been to. - 1st room I was assigned was not cleaned and second room I moved to the key card had to be reset 5 times - I got ID on the last key Card reset and questioned was anyone else in the room thought he seem both of us come in together. That person should be fired.

Room was almost $200 and I think overpriced. We should have booked directly. This was the view from our room. It was right next to the elevator. When we asked to change rooms, they told us nothing was available due to us booking via a second party (hotels.com) what a ripoff

Convenient with the parking

Friendly and helpful staff! Very clean room!

Stay was comfortable and location was great. Our reservation was for six people but it didn’t look like the room was prepared - not enough towels, no bedding for the pullout couch. We had to call for these items. The room was also not cleaned every day which is problematic for a six person reservation. It would have been nice for breakfast to be included as well. Other than that, a great option for downtown Rochester, NY!

It was okay

Was given many options for what to do in the area.

Stayed there w 2 dogs. The parking garage situation is a bit of a hassle, but otherwise, it was a fine experience. Walking distance to stuff we cared about! Nice folks!

Shower head holder that is screwed into the wall was broken.

We booked the King bed suite. There is a good amount of space for both the living room and the bedroom. However, some of the furnishings and textiles (e.g. carpets, couch) either had stains or just a bit drab / dirty. No pot lights and a lot of the free standing lights did not work. The whole suite needs updating and it's showing it's age. The public areas of the hotel are well appointed, however. The only reason I booked this hotel was to have a separated bedroom for our two kids. I would not be booking there again. Would rather book the more updated Hampton Inn across from the Strong museum (our friends booked there and raved about it).

The hotel and staff are phenomenal. Rochester in general I found to be unsafe to be walking around with small children. There are a lot of homeless around the area in general and the city doesn't have many friendly walking areas in the downtown.

My stay was great! Only thing was the remote to the tv didnt work, even after the front desk cane and gave me batteries

The hotel (outside) area is ok. If you want nice restaurants, museums you have to drive about 3 miles from hotel.

Short walk to the Museum of Play. Nice room and good restaurant onsite. I was disappointed that the room wasn't stocked with shampoo, or extra blankets (we had a room with a pullout couch) , and when I needed a pen and paper I realized there wasn't any in the room. We stayed at 7 hotels over 10 nights, the Hilton was the first to not have paper/pen, shampoo, extra bedding.

Staff were friendly and helpful. Arrival signage would be helpful-where to park while checking in/etc. The City owned parking situation caused confusion for several guests. The city employed garage attendant seemed more intent on giving folks a hard time as opposed to just simply being helpful when asked. The hotel elevators seemed to make excessive noise that we had not experienced anywhere before. Due to our rooms proximity to the elevator, it was unavoidably noticeable most hours of the day (every time anyone called for an elevator, we knew it). We were there during what we understood to be an abnormal heat wave. The elevator area and hall to our room was quite hot during the day (quite warmer than outside).

The parking garage needs better signage and better markings to identify where cars are parked and where the entrance to the hotel is.