Hilton Garden Inn Rochester/Pittsford

When you walk in it’s like the hotel from the shining. It looks like murderous things have been done here. Every carpets has streaks and stains of who knows what on them and no carpets or anything as far as we could tell has been updated since 1970’s. The elevator smells like petroleum and the panel on the elevator is loose and broken. The toilet was running when we arrived and didn’t work. The bed was like that game ‘Operation’ where every single nerve on our bodies depending which way you move was being hit with a shock current. A torture device. Shame shame shame on management and Hilton. Taking people’s money all these years and never spending a dime on updating anything. No new mattresses - disgusting grime everywhere. People later in the bar were in the lobby drinking bears and eating greasy chicken wings on their old soiled lobby chairs. I should have taken photos. Management tries to reply to these comments with innocuous replies saying they will do this or that but they won’t. Our white Goldendoodle had dark grease stains on her elbows because she laid on the floor and they won’t come out. The bar was full and seedy. All I could think is people like to come to this sad broken place and hook up. Disgusting.

Probably would have given this hotel 3 stars, but the attitude and rudeness of one front desk employee completely changed the experience. We first arrived early to check in and drop off our belongings before heading to the event we were in town for. The initial front desk employee could not have been nicer. Our original room type was not yet available, but she did offer us a different room. For several reasons, we decided to keep our original room selection and simply stored our luggage in the car. We returned after 3 PM, when rooms are supposed to be ready and assigned, and that is when the experience completely turned around. The employee working the front desk at that time was beyond rude and unhelpful. Unfortunately, I did not get her name, but whoever was working the front desk around 3 PM on Saturday of Memorial Day weekend should seriously reconsider working in hospitality. She told us our room was still not ready and that we would simply have to wait, offering no apology or alternative solution. When I said, “I thought rooms were supposed to be ready at 3 PM,” she immediately rolled her eyes and responded that they were “booked solid” and “very busy,” as if it was somehow my fault that the hotel was understaffed and unable to turn rooms over in time. To make matters worse, I later checked and the hotel was not even sold out. The contrast between the kindness of the first employee and the dismissive attitude of the second was shocking. Customer service and professionalism matter, especially in hospitality, and unfortunately this experience left a very negative impression. As for the rooms they were outdated and in need for a severe make over. The location, however was great. And a shoutout to the waitress/bartender who could not have been nicer and helpful. Unfortunately the front desk person really left a bad impression.

The 3 stars is absolutely not a reflection of the staff’s performance. The staff at the front desk (Sam), the genuine restaurant staff member that could clearly see our days’ progress, thank you! *the chicken fingers and fries were delicious and fresh oil used was apparent. The salad was made with care and fresh! 3 Stars Hilton this location has much to offer and desperately needs updating. This is a place destined for success but not without the Hilton touch it’s missing. Your staff is the A-Team and located in a thriving community. Bottom line, rooms/decor/linens/toiletries/flooring, etc ALL completely outdated, very average, room was below average and not to expectation. Our needs were addressed and again, the Pittsford Staff turned this around professionally and emphatically. Thank you. More than you know that day.