Really liked the room, spacious, clean, comfortable beds and pillows! Loved the way the shampoo, conditioner and soaps and lotions were in the bottles attached to the wall. Nice touch. Breakfast was so wonderful. Plenty of options including plant-based, which is my preference. And two different rooms for breakfast with different options was great! Coffee was hot and delicious. But there was also a selection of teas as well, and that is a nice touch. Staff we encountered were all super friendly. Absolutely loved that the hotel was right next to the mall. We walked to the mall, it was so close.

Hard to complain really, but if I had to give any negative feedback, it would be that the pool is a bit small, and not real deep (4'6" total depth). That being said, my 9 year old enjoyed it for the brief time we were in there.

Location was convenient traveling from Thruway and having mall right next door with lots of entertainment and food options. Breakfast was convenient and easy. Staff was great.

Whoever was staying in the room above me sounded like they were herding buffalo. Luckily I have a very loud noisemaker but they still managed to startle me awake at around 3 am. Not sure if this is common here but was the only negative and really not a bug deal as my kids slept soundly and I got a good nights rest as well.

The free breakfast was amazing! They had everything we needed readily available(plates,cups, toothbrush..) they had coloring and activity pages for the kids to color. I did not have my pet but they had pet treats on the desk for hour fury friends. So pet friendly! Just awesome place to stay

This was no fault of the hotels however, there was someone above us that was stomping on the floor till about 2am!! They do have quiet hours clearly posted. This was a lack of courtesy for others from another guest.

Outstanding!!! Staff were very kind and accommodating when I needed to change rooms. It's very quiet, here which is a Blessing! AND, they have it specially decorated for Christmas and Hanukkah! The Staff is International, which is what you want to see in a World-Class Hotel. And they were very kind! Altogether a Lovely experience!!!

Oh, the rush to finish Breakfast! I'm a bit of a Lazy-bones, and sadly, I come down later than I want to. It's all good though. The food is SO good,and impeccably laid out, that I just want to savor it!

Nice modern facility, comfortable beds, good hot shower, nice breakfast. Lots of electrical outlets and USB ports!

The floor of the room was sticky, like it still had cleaning product on the floor or was not mopped with clean water, or something. The hot and cold cups were mixed up -- cold cups at the coffeemaker, hot cups in the bathroom; minor point but if you put hot coffee in the cold cups it's not so good and then the lids don't fit. We prefer a frig with a small freezer so you can refreeze ice packs when travelling.

It is easy to find parking with plenty of spaces in front of the hotel. My wife loves how clean the room is. My kids are super happy with the speed and coverage of the internet. As a family, the location is good and the breakfast was delicious. I hope the management praises the staff well. They are proactive, friendly yet not noisy type.

Location was great being right across from the Crossgate Mall and very close to the highway and main city roads.

The access from street address of Western Avenue was difficult and access from the Crossgate Mall Road was confusing and not clear. Only signs for the Hilton Flats and the Interstate highways.

My rating of the staff is unfair to the staff as a while and should only be taken towards the checking in process. The agent was not friendly and was not what I would expect of a Hilton property. She seemed more occupied by her phone then the clients. The rest of the staff was quick and attentive. Having stayed in many Hilton properties I understand that the check in was not to their standards and the agent should receive some additional training on the process. (Forbes trained hotel agent here)

The checking in process was lack luster, no personality and frankly the agent was rude.

Location ,amenities and cleanliness

Not the hotels fault but the people staying there were loud and stomping about next to me and above me until 2am so I couldn’t sleep . Both sides didn’t serve the same breakfast one side was far superior to the other.

Great variety of breakfast food items, freshly made foods, very clean serving area. Great to see sugar-free syrup for the freshly-made pancakes. I was unaware of the evening reception before I checked in, was found to be a nice break from the norm. Hotel staff were very friendly and accommodating.

No pastries at breakfast - fruit tarts, donuts, etc. - but there was more than enough to fill even the heartiest appetite.