Hilton Rochester Mayo Clinic Area — Hotel in Rochester

As Hilton Diamond Members, we’ve been frequent guests at this hotel for over two years now—sometimes every 90 days, sometimes monthly, sometimes for three weeks at a time, sometimes just for a night. No matter the length of stay, this hotel continues to be our “home base” whenever we travel for medical needs. It truly feels like a place of luxury where we can exhale and “disconnect” our minds after long, stressful days. That’s why we keep coming back, and why I want so much to give this place a full 5 stars.||The People Make This Hotel Exceptional||The concierge staff is unlike anything I’ve experienced anywhere else, and they are 99.9% of the reason we keep returning. If their level of care ever changed, honestly, I would have to look elsewhere. They are beyond outstanding—professional, kind, attentive, and willing to make anything happen without ever making you feel rushed, even when they are swamped. Their warmth, genuine conversation, and ability to anticipate needs make this hotel what it is. They deserve recognition every single time.||Housekeeping and Engineering are also phenomenal. Every day the rooms feel fresh and spotless. Engineering always goes above and beyond to meet special requests—whether it’s a fan, a Roku, or a small adjustment to make the room more comfortable, they handle it with grace and kindness. Truly, the behind-the-scenes staff are the heartbeat of this hotel.||Several front desk staff are also wonderful and leave you feeling welcomed and cared for. I do have to echo other reviews that occasionally there are one or two team members who make guests feel like they are a “bother,” which is a hard feeling in such a welcoming environment. That said, I’ve noticed recently that one particular staff member who gave that impression no longer seems to be there, which has been a positive shift.||Where Improvements Are Needed||Because this hotel is otherwise outstanding, I share the following with hope and encouragement for change:||Beds: Please, invest in them. For a hotel where many guests are here for medical reasons—and often staying for a week or more—the beds feel far too hard, with little give. The result is additional aches and stiffness instead of rest and comfort. I know from many conversations with other guests that I’m not alone in this experience. Better mattresses would elevate the stay to the level of luxury the rest of the hotel embodies.||Executive Lounge Breakfast: I cannot emphasize this enough—the food needs an overhaul. For over two years, the breakfast rotation has never changed. It feels bulk-ordered and predictable, which stands in stark contrast to the incredible service in the lounge itself. Guests staying here—many heading out to long days of medical appointments at Mayo—deserve fresh, nourishing, and varied options to start the day. A Holiday Inn Express can provide fresh omelets or made-to-order waffles, so why not here, in a luxury property with a VIP lounge? Please consider adding more grab-and-go fresh items, greater protein variety, and a true sense of care in the food that matches the excellence everywhere else in this hotel. This isn’t just about convenience—it’s about health, energy, and showing the same level of love in the lounge menu that the staff shows in their service.||Final Thoughts|This hotel is extraordinary because of its people, and that’s why we remain loyal. But I sincerely hope leadership will invest in these two areas—beds and the VIP lounge breakfast—because they are the missing pieces that keep this from being a true 5-star experience in every sense. With those improvements, I would not hesitate to say this is one of the finest hotels I’ve...

This hotel is outstanding even by Hilton's standards. This is my 2nd stay, this time for surgery at Mayo Clinic. I love the spotless pool, sauna, steamroll and huge whirlpool, comfy beds and huge tvs and bathrooms, and 24 hour executive lounge access. But it is the customer service and welcoming, professional staff that truly makes it a 5* property. I was met at the curb by a smiling employee helping with my bags, and then SHAY at the front desk had the biggest smile and welcome! When I checked in and said it was for surgery at Mayo Clinic, he asked if I needed a handicapped room. I said yes but they had been sold out, He did some searching and said if a king bed executive room on the 16th floor was OK (I am a diamond member) he had found one! Well, because I was a little nervous about my surgery, I started talking like an 1960 era Chatty Cathy doll and found out Shay's fiancé is a resident at Mayo (he's going to ask her to drop by my hospital room to say Hi!) No one was waiting behind me, so I told him this was one of my favorite Hilton's because of the amazing staff, and he asked what my other favorite Hiltons were as he was planning a honeymoon. I said the Venice Hilton Stuckey Molino --try to get the tower suite for real romance (Mr. Nassetta--hint, hint--it would be a lovely gesture for a Wahoo to comp that suite for an excellent employee's honeymoon...), or the Paris Hilton Opera--it's Paris and wonderful! Shay was nervous as he was getting his 90-day review that day and I assured him that with his manner and efficiency, he'd surely get a glowing review. I went to the Executive lounge for happy hour, and SHEILA greeted me with a huge smile and I headed for the cappuccino machine. In between bussing dishes, refilling anything that looked low, greeting people and generally multitasking like it was effortless, she noticed a few peanuts on the floor. She didn't go let someone know--she just bent right down and picked them up and deposited them in the trash on her way to clearing off some empty dishes! Clearly this Hilton's management knows how to hire and train staff and instill a real commitment to customer service, and this level of customer service is only possible when corporate management sincerely supports it. I am a loyal Hilton customer because of outstanding employees like SHAY and SHEILA. Sorry this is sooo long, but the service really is just...

As a more than 20-year travel journalist, specializing in covering luxury travel for print and online media, I was shocked and dismayed when, after a stay at the Hilton Rochester Mayo Clinic, my car sustained more than $600 of damage to a passenger door. My husband and I frequent this particular Hilton as I undergo repeated treatment for a chronic medical condition. I reported the damage immediately upon picking up the car from the head valet, who informed us that the car was under their control from the time that we arrived and dropped the car with the valet, and that they placed it in a secure lot where it stayed until they brought it directly back to us. Once the damage was reported, we followed the hotel’s process. A several day delay passed before the hotel director informed us that the matter was submitted to their insurance company, Cincinnati Insurance Companies, and that the hotel would file a claim on our behalf. Several weeks passed (and we sent many email queries and made several phone calls as to status only to be informed that the claim was in process). FInally, we recently received notice that the claim was denied after a unilateral investigation, because the insurance company could not prove that the valet caused damage to the car, despite the fact that the passenger car door was not damaged when the valet received it, held for our entire visit (we did not request the car even once), then returned damaged. We routinely leave our car with hotel valets when we travel, and have never had any issues.. It is irrelevant whether the valet caused the damage or it happened while the car was parked in the valet’s appointed lot. We left our car in the care of hotel staff and it was returned damaged. We are loyal Hilton Gold members and travel frequently for both business and leisure. We are deeply disappointed in both Hilton and this particular hotel’s insurance company in the treatment...