The Strathallan Rochester Hotel & Spa - a DoubleTree by Hilton

I was staying at The Strathallan, recovering from an elective surgery at a nearby surgeon, so the location was convenient. This was of course, during the events of the solar eclipse. All staff from front desk, to housekeeping, to Char restaurant were welcoming and friendly. A burger at Char and drinks at Hattie's Rooftop bar were delicious. Daily housekeeping is available. This hotel has been refurbished, although room night stands and tv consoles are starting to wear, probably due to high volumes of use. Rooms and hotel common areas are impeccably clean.
Apr 7th, 2024

Beautiful place with great service!
Mar 23rd, 2024

Noteworthy details: Great service
Mar 19th, 2024

Mar 18th, 2024

I stayed at the Strathallan Spa in Rochester, New York, thinking they had a pool and spa as advertised online. When I got there, they told me there's no pool anymore, and the spa isn't even part of the hotel... it's across the street. They told me the pool had been removed around a year ago. I'm a disabled veteran with chronic pain, and I was really looking forward to using these amenities to help with that. This is the whole reason I booked the hotel. When I tried to leave because of this, the person at the front desk, Chelsea, basically told me that if I stayed, they couldn't help me out if I had complaints. It felt like a trick to keep me from getting my money back since I wouldn't be able to argue with my credit card company after staying the night. After you stay the night it's considered "services rendered" and they know this, hence them "strongly discouraging" me from checking out. They didn't offer me anything to make up for this, not even a free breakfast. They mentioned that the issue of falsely advertised amenities is known, especially on TripAdvisor/Chase Ultimate Rewards, and not on their direct website. I was told that customers bring this up often. From what I've seen in other reviews, the hotel tends to blame the customer, provide misleading responses, or even gaslight to downplay negative feedback. This business practice is unacceptable, and I'm in the process of filing complaints with the Better Business Bureau, Federal Trade Commission (FTC) for misleading advertising, NYS Consumer Protection Office, The American Hotel and Lodging Association (AHLA), and The Attorney Generals office. If you're in a similar situation, consider reaching out to the following agencies for support: Federal Trade Commission (FTC) for misleading advertising. NYS Consumer Protection Office. The American Hotel and Lodging Association (AHLA) The Attorney Generals office in NYS. This behavior by the Strathallan is disappointing, and I believe it's important for potential customers to be aware of their practices. EDIT: Chase ultimate Rewards is where I booked. Added photos of evidence for falsely advertising pool.
Mar 21st, 2024