DoubleTree by Hilton Rochester

The staff was friendly. Nice spacious rooms. Good workout room. The pool area was busy and lots of people took advantage of it. Comfortable stay.

The room looks nice at first, but another closer look showed that it wasn’t too clean (a wet spot on the floor wiped it up and the towel was dirty brown) and the bathroom was not clean. The soap dispensers were also broken off the bathroom wall. They also did not have a crib that we requested multiple times. The website shows complimentary breakfast, but also says breakfast for a fee. Confusing. For the money we paid, I do not think it was worth it. Seems like a serious management issue.

We arrived very late and staff were helpful, helping with freeze packs for our medication and sorting breakfast for us. As it was late we went to bed with our 5yo. Windows are not sound proof outside traffic all night, light comes in from under curtains which do their best to block lights out. But you could easily see light into room through gap under door. The air conditioner unit had a red/blue flashing light which was raving away all night and lighting up room. That plus the green light from for alarm was also flashing brightly. (Yes we can close eyes but try talking to a 5yo about that at 1am!) In morning we noticed how poor room was cleaned. The Shower was left with hairs around tub. There was a previous guests headband left on a chair, coffee machine and tv were covered in dust and the floor felt unswept and left dirty feet. Our son wanted to use pool but it wasn’t opened at 7am. Took time to find maintenance personal who came and opened it - pool was freezing - he commented that it was a bit warmer than yesterday. Breakfast was fine with fresh fruit and cooked food/breads. Coffee was awful. Very disappointing for the price we paid and when telling staff we received a less than sincere apology.

The hotel did not allow me to check in until 4pm although online they said check in was at 3pm. When we arrived at 4:30, the hotel room still was not ready. We did not have towels or soap in our room and it was an inconvenience to have to go down to the front desk to ask for these items. We attempted calling the front desk but there was no answer. We also did not receive complimentary waters and snacks which we were told we would receive.

Atrium is great-the rest of the hotel was very tired looking and there was a lot of litter and trash throughout the main areas. Booked room for 3 people and got 1 towel. Called down for more and never got. I was at reception 3 times and each time other guests were asking for towels. Seems to be a problem. Trash piled up quickly at all trash cans and common services and would remain for 24 hours plus. Breakfast was fair. Pool is really small and always filled with kids which is great but really limots space for kids. Would not recommend

The door to my room was a bit off the hinges, so it was very hard to close and open. I could see doors to other rooms were like that too, so I didn't bother asking to switch rooms. Overall, I expected more for the price. However, the cookies, bar staff, and front desk, get a 10.

Room was not clean. Washroom toilet was covered with dirt, there was dirt inside of toilet too. Coffee machine had lot of dust and when water got heated it poured dirt water

It is a nice place. However, the place could use better cleaning and maintenance

Check-in was at four. I wasn’t checked into my room to almost 5:45. They were checking in other people and they alluded to the fact that I booked it through Expedia a third-party so that’s why my room wasn’t ready . I had to sit around the lobby. They said I could use the amenities, but there was no bathroom to change in. The restaurant didn’t open till 530. They had some kind of seminar there and there was a lot of stuff in piles laying around from the seminar, and there was quite a few empty water bottles

Room was not cleaned liked promised. AC did not work properly. Lobby was extremely warm. Elevator broke with kids in it.

No cookies no water no patience with guests. Front desk agent overwhelmed and snippy.

Room was ok. But toilet barely flushed and finally clogged broke ..shower head ran in your face while trying to take bath. They came up but couldn’t fix.

Over all it was good...........

Hotel was fine - just a few kids running around later at night in the halls

Everything was great. Would stay here again definitely

The location of the hotel was fantastic! Everything is close by. The one issue we had was with the setup of the room. There were no towels, soap, or glasses provided in the room. It looked like it was stripped clean. The front desk did help us out amd provide these things when we went down to speak to them. The AC in the room is also very loud and it runs the whole night.

Great stay as usual

The noise from the kids at the pool was unbearable until after 10pm. Then someone pulled the fire alarm around 11pm and woke us up.

Great !! Small complaint , we stayed almost a week and wish they put microwaves in rooms. They had mini fridges.

Two women stood at the reception desk as we arrived. They barely glanced at us, and neither spoke to us as we approached them. It was late at night; my wife and daughter and I the only guests in the room. Unsure which woman to approach, I chose the one nearer the front doors. She had a phone to her ear, and seemed displeased that I was interrupting her. "Just a minute," she said tersely. I waited. When she hung up, she did not make eye contact and greeted me with the equally terse request, "ID," like a prison commandant might address a new arrival. Perfunctory questions followed, all of which she mumbled, all of which I had to ask her to repeat. Meanwhile, her co-pilot stood by like a statue. At last, the check-in lady gave us a flicker of a smile when she offered us some complimentary cookies. Now, I don't expect a brass band or servile kowtowing when I arrive at a business establishment, but something tells me these particular night shift employees could do with a refresher course in hospitality.