I am a patient at the Mayo Clinic and have used this hotel several times while attempting to find out the diagnosis for a problem with extremely painful symptoms. I've literally spent thousands of dollars during each stay here at the HGI. When you're sick, it's easy to feel totally helpless at completely at others' mercy. Luckily, I've been blessed enough to have either my husband *and* BFF or at least my BFF here with me for all of my stays-- and the two people mentioned in Jessica B's review were the people I always looked so forward to seeing and was comforted to know that they'd be driving us to and from the clinic for doctor appointments.
Mike went above and beyond his job to find me and my friend when we were lost and coming out of the ER exhausted and (in my case) in serious pain. He actually stayed on the phone with us until he found us and was able able to pick us up in the hotel's car (even though it was our fault that we were lost!). Jason, too, is an amazing employee. He was such a comforting presence while driving us to and from all of my scary doctor appointments-- he spoke to us with warmth and compassion when we initiated conversation but also allowed us peace and quiet when we were too tired or upset to talk. He always looked out for our best interests and was eager to help us answer questions or give advice whenever we were in need. After Jason drove us to and from appointments all day, he actually tried to insist on giving us our money back, telling us he knew it was likely an expensive trip (we're from NYC) and that we should save our $$. What a good, honest guy! Both Mike and Jason are amazing, standout employees.
The stay this month, however, I found myself wishing that Mike and Jason were on duty ALL the time.
Sadly for me and my best friend, neither Jason nor Mike were working when the floor we're staying on was flooded with children, traveling with some sort of sports team. They spent day and night running up and down hallways, throwing their shoes down the halls and running screaming after them, and slamming doors against locks that had been pulled over the door so that it made the loudest noise possible. I had just returned to the hotel from having a very painful stomach surgery and I could barely stand or move in the bed. I needed rest so badly and every time I started to drift to sleep, another door would slam or a kid would scream and I would wake up in pain and near tears with exhaustion. Every time my friend would call the front desk to complain, they either sent an employee upstairs (which the kids only took as a game) or promised to call the chaperones in their rooms and tell them to keep it down. The first time they came upstairs and spoke to the chaperones, despite our request to remain anonymous, we actually heard the same employee we'd spoken to tell our neighbors that there was a Mayo patient in our exact room number who had called to complain about the noise! After the fifth or sixth phone call from us (they told us to please keep calling, as they were keeping track of the number of guest complaints), one employee actually told us that our best bet in order to sleep through the night was to move a floor up for the night to another room. When we explained about my inability to move around due to my surgery, we were told that the hotel had a wheelchair and they would help us get upstairs and comp us the room for the night. Needless to say, it was a sleepless night (free or not) in our original room as I was unable to climb into a wheelchair and move MY belongings around to the floor above just to get away from the unruly kids (who, by the way, we could also hear running around on the floor above us, where we had been offered to move to).
The second night of the field trip, we were not only NOT offered a second complimentary night's stay, the staff seemed downright annoyed when we called to complain. They had hired security, they told us, and security would be patrolling the halls. Security did come up when we called-- the kids scattered when they saw them but the second security left, which was quickly, they started right back up again. The woman my friend spoke to at the front desk actually decided to make a joke out of it, and said "Well, what can we do? They're kids. We can't duct tape them, unfortunately." When I spoke to my husband the same night over Skype, he could actually hear the kids over the computer. He called to complain as a concerned and loving husband and the same woman we'd spoken to earlier flatly told him there was nothing the hotel could do about it and promptly hung up the phone. Not exactly the customer service a loyal customer would expect upon paying a few thousand dollars for each lengthy visit.
What can I say? I wished Jason and Mike had been working instead. As I mentioned earlier, when you're sick/hurting and vulnerable the last thing in the world you want is to be mistreated and your voice ignored. If the hotel had more employees like Jason and Mike, this review would be five stars.
- Also Known As:
- Hilton Garden Inn Rochester Downtown Hotel Rochester
- Hilton Garden Inn Rochester Downtown Hotel
- Hilton Garden Inn Rochester
- Hilton Rochester
- Rochester Hilton
- Rochester Hilton Garden Inn
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