Hilton Garden Inn Rochester/Pittsford — Hotel in Town of Perinton

This hotel has bed bugs and the worst customer service. I stayed at this hotel in August and went to urgent care and was told I had got bed bugs. The manager told me she would credit my honors account 50,000 points. I never received the points, so I called back and was told it would take a few days more because the points run through a different system. Again the points did not show up. I called back and could not get ahold of the manager. Then I called customer service and they told me they would speak to the hotel and respond to me in 2-3 days. I received and email stating I would be credited 50,000 points in 7-10 days. Those points never showed up. I called Hilton Guest Services again and they told me they could do nothing for me.I spoke to the manager of the hotel again, who told me she would figure out what happened and call me back. She never called me back. Then I called corporate, who said they are sorry, but they would reach out to the hotel. Corporate told me the manager of the hotel called me back (which is a lie) and that she was going to credit me my 50,000 points which she told me she did twice already. I told corporate that this is insane that they can not help me, to which they responded it is between me and the hotel. After giving the corporate lady an earful, she said she would transfer me to her boss. And she just transferred me to the manager of the hotel. The WORST customer service ever. Idk if I will ever get my points, but I will NEVER stay at another hilton property ever again. I was a gold member and frequently stayed at Hilton’s for work. Never ever again. I hope someone from corporate reads this to understand how terrible their process is, and how they lost a customer who would have been hilton loyal for the next 30+ years. All of my friends, family, and co-workers who stay at hotels frequently will hear about this horrendous story. Hours of wasted time on the phone and no...

I recently had a very poor encounter with the general manager of the Hilton Garden Inn in Pittsford/Bushnell‘s basin, New York.||I had booked a reservation online and in the reservation “request” text box, I entered that we are not coming until the following morning at 8 -9 AM because we’d like to get away from the construction noise at our home. We live locally.||I attempted to click the E-check in when my email confirmation came but it said it was unavailable. So, I just assumed the note would suffice. ||When we arrived at 9 AM that morning Marris, the hotel manager greeted me and told me my reservation had rolled into a “no-show”. And that no hotel rooms were currently available, even if we try to book a new reservation. I asked her how this is possible since I had entered the note into the reservation requests. I was faced with no feedback from Maris…no ‘I’m sorry”…no “Unfortunately we missed that” or anything of the kind… just a stone face looking at her computer. This infuriated me. she just left me standing there like I should’ve known better than to think my note with stop them from giving my room away. ||I also said if you were going to give away the room, wouldn’t it be reasonable to call me as a courtesy to inquire whether I was coming or not. No answer from Maris. ||Needless to say, I felt disrespected and it didn’t seem like she cared about my situation. She told me at some point that she felt I was being aggressive and I said “well I just feel like you’re not trying to help me” and she claimed she was trying to help me in a rude tone.||As the general manager of the hotel, Maris should definitely have treated me with more consideration and concern. I will never recommend this hotel to anyone. ||I have reported this to the Hilton corporation via an online contact form and supposedly they’re going to have her supervisor...

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...