DoubleTree by Hilton Hotel Rochester

I want to express my dissatisfaction with my recent booking experience. I reserved a room with two beds, but upon checking in, I found that there was only one bed. I immediately reported this to the front desk, and they told me that my reservation was made through a third-party service, so they couldn’t guarantee the room arrangement. They implied that all rooms were already full, and I had no choice but to accept it. I requested to speak with the manager, but the front desk said the manager had already finished work and might not answer the phone. They showed no apology for providing a room that didn’t meet my requirements and repeatedly questioned if I didn’t understand them. They kept saying the hotel was full, and what could I do? After insisting on contacting the manager, they suggested adding an extra bed. However, the manager’s attitude wasn’t any better and said, I give you extra bed "You win!" When the additional bed arrived, it was placed at the door and appeared extremely dirty, which was unacceptable. Upon seeing the bed, we immediately packed up and left. This situation was completely inappropriate. After discussing with the front desk, I told them that this was unacceptable. There were four of us, and we couldn’t sleep in just one bed. I requested a refund for this issue. We had driven for an entire day and were extremely tired, hoping to get some rest. The time wasted in handling this situation and the delays in communication disrupted our entire evening and our other plans. This experience completely ruined our family trip and forced us to cut the trip short. We are extremely unhappy. Given the poor service and the inconvenience caused, I am deeply disappointed. I can't believe that a hotel under the Hilton group would have such terrible service. I absolutely do not recommend considering this place. It’s very poor service.

2 weeks ago

Beds and pillows are comfortable. Loved the layout of the hotel and staff was super accommodating with everything we needed. We were in town for a hockey tournament and the hotel was close to the rinks, lots of shopping and food options. The interior lobby was a such a fantastic place to hang out and there is a bar/restaurant to eat at as well. Security was super kind and we felt safe at all times. Tons of parking near any exit that you stayed near. We will definitely be back!

3 months ago

Among so many options we opted for Double Tree assuming that we will get best rooms here but we were totally wrong. In one of the rooms bathtub was clogging so badly. Bins were not empty when we checked in. I think rooms in motel would be better than this so called 4 star hotel. Highly disappointed. Some of the good thing - lobby area which have a lot of plants so that gives this hotel some life. Hot cookies were also good. Most of the staff were courteous and friendly. If looking for a decent place to stay better look for other options as this one is not value for money.

2 weeks ago

If you are thinking of staying here with your team DON'T. Unless you want to be told you have a curfew at nigt. The hotel was nice, the staff was nice but.. We went there for my son's last hockey tournament for the season. Saturday night my son went to hangout with his teammates. Shortly after 10pm he came back to the room upset. He said a security gaurd told him he had a curfew. When I asked the front desk i was told that kids had to be in their rooms or with their parents by 10pm. I was also told that adults have to be in their room at 12:30am. For the money I am paid to stay their I don't expect my family to be told to go to the room at a certain time. We were not disturbing anyone just enjoying the last evening with friends that we might not be with next season. I understand that some kids were running through the hotel, but they should be told to stop running not sent to their rooms. If Hilton agrees to host teams from out of state for tournaments they need to understand what that means. Even the staff felt uncomfortable about telling us to go to our rooms. They said their new general manager Charissa Yachcik is making them do this and didn't like it either.

2 weeks ago

Positive: The indoor pool area is a nice amenity. Negative: The in-room HVAC system sounds like a loud hair dryer and cannot be controlled. Makes it very difficult to get a good night?s sleep. Bring ear plugs!

4 weeks ago

If I could give a negative star I would. We checked into the hotel on 1/18. When we got to our room the fire alarm was beeping. On our way out we let the front desk know. When we got back it was still beeping so we went back to the front desk. Thankfully it shut off after about an hour because no one ever came up. The next morning we again let the front desk know. We got back to our room around 10pm and the fire alarm was STILL beeping!! Again I went down to the desk to ask someone to fix it. They said they would send someone up. Two hours later I went back to ask when someone would be up and I was told there wasn’t anyone from maintenance working. I asked for another room but the hotel was sold out. So basically we had to listen to the alarm beep all night and no one got any sleep. To add to that our heat sounded like an airplane taking off. You could hear it from the outside of the hotel room as our neighbors asked what we were doing to make all the noise. I did ask the front desk about the noise too but that was also ignored. This hotel also let people in the bar drink excessive amounts of alcohol in the bar to the point where they chanted Let’s go Buffalo for over two hours until after 11:30pm. Our neighbor went to the desk to see if they would ask them to quiet down since quiet hours were clearly posted as being 10pm. The front desk told them they should ask the guests themselves to quiet down because they had already sent security home and didn’t want to get involved. Really?? It’s not the guests job to ask the people at the bar to quiet down. Anyway steer clear of this hotel and let the rude staff and severe lack of customer service!!! We will definitely be requesting that this hotel not be used for any future hockey tournament accommodations.

2 months ago

This hotel has great marketing, and sells you that it is great. But buyer beware ... it was dirty and out dated and the staff was less than impressive. I had booked a room with two beds and I did get this, but at check in I asked if I could get a king. The agent didn't give me the time of day and just said no you have two beds and gave me my keys with instructions to the elevator. I never got cookies either. The pool area is beautiful, however once I got in my room, I have never been to such a poorly maintained room. I paid a lot of money to stay the night and it was not worth what I paid. Once I checked into the room I got an automated text asking how everything was. I responded early that evening and never got an I am sorry or let us help you. The beds were clean and very comfortable, however only half made. The bed skirts were on one bed and only half on the other bed. The entry to the room had a disgusting floor. The plastic on the tiles was sticky and peeling all over. I didn't feel comfortable even walking in my socks over the tiles as it just looked so dirty. The room was very dusty. This is the worst part... bathrooms are supposed to be clean. The shower stunk of musty mold, the tiles had black mold, and the trash barrel was extremely dirty. It looked like it had left over barf or food in the bucket that was never cleaned. You will see from my image how gross the trash barrel was in the bathroom. The tissue was ours, but all the crud caked on the barrel was there upon arrival. This is by far the worst hotel I have ever stayed at.

5 months ago

I don't think I've had a worse experience or sleep. We booked a two queen room, checkin was at 4pm, we arrived at 5pm and it was not ready, we waited for 30 minutes and still couldnt get an approx time of when it would be ready, we were tired from our travel day, hungry, and our little one was getting restless. They said they had a king room so we ended up settling for that, no discount offered even though the king room online was 30-40% less than what we booked our two queen room for. When i asked for a rate change, they said no because we had booked with points even though the points only covered 20% of the total cost (they did offer us free breakfast, but we had already made plans with the friends we were here to see). When i voiced my frustrations, they said yes checkin is at 4pm but not guaranteed, like what? I dont know about you, but having international guests book a room on your website, then not having said room available and forcing them to settle for a cheaper room or wait indefinitely, then not adjusting the rates? Seems like a scam to me. The room itself, oh my. The room was stuffy and hot, so there was no sleeping without the fan on, and the fan was incredibly loud. The shower made a constant loud squeek sound at certain temperatures that will freak out the little ones. The room advertised a minifridge, but its a box with a rapid cool for 2 hours setting before it turns into a cooler, so if you had medication or even food that you wanted to keep at a constant temp, yeah, thats not happening. The only pro was that lady at the front desk was friendly, she didnt deserve to work on what seems to be the slowest computer system or having to scramble to find a room for guests because they werent available on time. This is my third time at a doubletree, each time more disappointing, needless to say, i will be actively avoiding doubletrees from now on.

2 weeks ago