DoubleTree by Hilton Hotel Rochester

This hotel has it all: great lobby, cordial staff, restaurant, swimming pool, gym, assistance with luggage, and a wonderful atmosphere. My room was large, super clean, and quiet. Rooms: My room had a king size bed and sofa. It was clean, spacious, quiet, and well furnished. Safety: No safety issues, there were visible, helpful, friendly staff members. Walkability: Not so sure about walkability. I only stayed one night and my main purpose was a restful night' sleep. Food & drinks: The restaurant for dinning was excellent. The breakfast in the other location was not worth the money. It should have been free. Good coffee.
Apr 3rd, 2024

Apr 1st, 2024

Unethical practices - 120 dollar per night hotel sold me a room for two nights for nearly $1200. If you want to have a motel in experience in the overpriced Doubletree by Hilton Rochester this is your chance. The refrigerator in the room did not work and was simply unplugged. The bed for the third person in my group was not ready either even though he was charged for his right to sleep there. Shampoo and Hair Conditioner bottles were glued to the wall of the shower room but only shampoo bottle worked - hair conditioner bottle was completely empty. Toilet paper roll had two pieces of paper left and was as empty as a hair conditioner bottle - it was used by other people almost to the end. Complains were made but most of these complains lead to no response by the managers. In fact one person at the lobby was furious that I didnt fix the issues by myself and didnt find another toilet paper roll in room. Coffee machine in the room was dirty. I washed it in the the sink of the bathroom using my old toothbrush and using shower gel instead of the dish soap I typically dont carry with me on vacation. I needed to make sure the coffee maker was clean before I can make a coffee. Paper cups that came with their coffee maker in the room were given only for the two people in mind (even though they charged me for three) and this is all after OVERCHARGING me ten times their regular price for this stay. Additionally, these paper cups were given to us only for one night, even though we stayed there for two. Two towels (the large and the small) were given to only to one person from the group of three people who stayed in that room - we had to use towels that were wet because there were more people than towels in the room. There were no microwave and no laundry machine on the floor the way it is available in good, comfortable hotels. No water or soda machines on the floors either. Ironically, my review is so extremely similar to others reviews in the one star reviews category published in 2023 that it makes obvious that DoubleTree Hilton is not going to change after this review in 2024. Someones review about the group of three not getting anything just like my group, was almost hilariously identical to my experience. Hotels industry is a Hospitality industry. They dont know it, or act like they forgot it. Ask yourself how would you treat your dear friend visiting you and paying tons money for your services. Would you give him an empty toilet paper roll? Would you deny him a cup of coffee? Would you talk down to him teaching how to replace your empty toilet paper holder? Would you give your friend stinky and unplugged refrigerator? Would you deny him sheets, pillows and blankets? If the answer is yes - your friend would not stay overnight at your house ever again. P.S. Also read their managers replies to the low reviews writers - very insincere, standard sentence starterslines taken from the text book or a managers manual. I dont believe their we are taking your criticism very seriously argument after taking my money and delivering little in return.
Apr 9th, 2024

Place was honestly just gross for the price you pay to stay there. No continental breakfast you have to pay for on top of the room fees. No microwave in the room just a fridge that froze my drinks into an ice block. The room with the microwave in it was disgusting, cheap microwave ceiling crumbling, wall paper coming off the walls, vents in the room were covered in layers of dust. The bedroom itself was gross too. The faucet in the bathroom was leaking, the shower head was crusty and the shower was stained and covered in something black (not sure if it was mold or not so I'm not making that claim). All of the appliances in my room were unplugged when I got there, only 2 outlets worked. The drawers for clothes were dirty. And on top of that I had to switch rooms because my door didn't even lock. And bed sheets were stained. Honestly for the price I paid I expected better. Won't be staying here again
Apr 6th, 2024

Consistently Inconsistent I have stayed at this hotel twice for work, each time for over three nights, totaling 10 days. During my first stay, it was evident that the property is aged and family-oriented, requiring some refurbishments and upgrades. On my last visit, I opted to check in through the app but had to physically pick up the key due to slow app performance, particularly in older establishments like this one. Upon key pickup, I was unexpectedly asked to swipe my card for a hold of approximately $900, which was supposed to cover the entire cost plus incidentals, amounting to around $600 + $300. I contested this as I've never encountered such a high hold; typically, it's been limited to one night's stay plus incidentals, often less at around $75 at other properties. The lead night auditor, despite my explanation, insisted that this was an industry standard, which it isn't. Eventually, after my card initially declined, he urged me to check my phone for my actual card balance and then swiped my card again for $900 as the hold amount, which was completely unacceptable. It's worth noting that I had already completed the check-in process via the app, and there were no pending charges on my card. The hotel should consider separating the check-in process from key pickup, as I have experienced in other Hilton brand properties, to avoid such misunderstandings. Furthermore, during my stay, there was a disruptive, loud party at the bar on a Sunday night at 10 pm, and a woman approached the front desk loudly inquiring if the shuttle could take her to a strip club. Regarding the room, it was decently renovated within the last 10 years, but there were visible signs of wear and tear such as cracked caulking in the bathroom and a thin bed pad that allowed the pillow top pattern to show through the sheets. The overall room quality was acceptable, though. During breakfast buffet service, there were inconsistencies with coffee availabilitysometimes self-service, other times requiring the server's assistance. Additionally, on days with self-service, the server never offered or had juice available. The bar service was satisfactory, with a friendly bartender, although two draft options were unavailable. Lastly, during this stay, there were citrus trees in the atrium that were fruiting, and despite the fruits falling to the floor over several days, they were not promptly cleaned up.
Apr 1st, 2024