DoubleTree by Hilton Rochester

The toilet seat was loose and I nearly fell every time I sat down. There was no hand soap. The closet is made for men’s clothing. The shelves and bars are very low and I couldn’t hang my dresses. We never got service to our room. Someone came by very late afternoon with a checklist of sorts… finally brought replacement towels, tissues and bar soap for our hands. The facility desperately needs a remodel. Rooms are not cozy. It was very busy. The only positive thing I could say is the bed was pretty comfy. Probably would not stay here again.

The hotel is a bit outdated, but it is nice and clean. The swimming pool was a little cold. Breakfast is not included, but there is a $25 fee per room for the basic option, which is not worth it.

Repair the rust on the rotating door.

Some of the staff were very rude and inconsiderate

The breakfast buffet was just ok and it cost $15.00 each.

This was our second time staying. My son wanted to have his bday party w some friends. So it was a perfect spot and decent price for 2 rooms. We were able to check in early as well which worked out perfectly. Pool is always nice, I love the vibe w the trees and plants.

My room wasnt clean dirty underwear hanging in bathroom. Room moved to had hair around the-toilet. Front desk team was friendly

No hot water 3 days

Room clean, would be nice if warmer. Staff good. Breakfast well presented and delicious.

I love the pool and the open space The pool area the old towels weren’t put in a bin because there wasn’t one

I love the pool and the open space The pool area the old towels weren’t put in a bin because there wasn’t one

Our room flooded from the floor above while we were trying to sleep. Ice machine on our floor was broken. New room we were moved to smelled horrible and had a broken fridge that didn’t keep our food cold and had to be thrown out.

Very clean room and nice atrium area and pool.

Exceptional

The staff at the front desk were very friendly and helpful. We had a minor maintenance issue and it was handled very quickly. Very nice to work with. The Trellis Restaurant and Lounge was very good. Theresa did a great job! All in all it was a great experience.

I had a handicap accessible room. I stand 6'5. The shower head was at least 1-2 feet below my head, making a shower awkward. The room door stuck and had to be kicked or pushed hard to open

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Loved this hotel! The view from our room wasn’t great but the glorious sunset we watched from the comfort of our bed was so nice! Room was clean and updated, beds were comfy. Stayed one night and checked in late so didn’t get to enjoy the pool but the decor, sitting areas and bar area looked amazing. Will book there again when returning to Rochester.

Dirty room, noisy, rare housekeeping

Streaming for TVs in the rooms does not work. Hotel seemed to be short staffed with regard to cleaning staff. It would have been nice to have been told, or to have had a flyer in the room that explained when and if cleaning staff planned to clean your room. Our room was not cleaned and I understand not every day but I would have expected alternate days. Never knew when and if to expect them. That not only benefits the guests but the cleaning staff as well as I always leave a tip for them if I know they are coming. Communication on things like that was poor.

The cleaning of the room was subpar. We never got clean towels and washcloths and had to reuse dirty, wet ones. When the coffee was restocked, they didn't clean out used wet coffee pod and just left it in the machine. Very disappointing stay.

We have stayed at this hotel before and always had a great experience, which is why we keep coming back. Unfortunately, this visit did not meet our expectations at all. During our 4-night stay, housekeeping was consistently neglected. Every day we would return to an unmade room, despite notifying the front desk each morning before heading out. No action was ever taken, and — most frustratingly — the hotel never communicated with us about the issue or offered any explanation. This feels like a staffing problem, but the lack of transparency and follow-through from management made the situation much worse. We hope the hotel addresses this, as it has the potential to be a great property.

Very good

The dome. I feel like everyone did. It is truly a one of a kind interior and makes you feel like you’re staying at a resort hotel. I live in the area and I came here for a staycation. I’ve passed by this hotel so many times. I was absolutely amazed by the pictures and glad to have finally have been able to see the inside after just seeing the exterior for years. The pool was really nice. We ended up having the whole pool to ourselves because we went in the morning and it was empty all morning. Even though it has glass walls,it's still secluded in a way and you still feel like you have your own space. We'd get curious glances sometimes but for the most part everyone minded their business. The water was warm and a lot more warmer than most hotel pools where you feel like you can actually swim and not be shivering for the whole time like at the last hotel we stayed in. I would definitely recommend hitting up the pool,even if you don't spend a lot of time in there and there's a chance you'll have it to yourself and end up spending more time than you planned on. I wasn’t notified that the venue was booked ALL night long for a prom. The dome is also hit or miss because if it’s raining you don’t get to fully enjoy the experience and you have to hope that it just happens to be sunny for the next 2 days if you plan on staying for a night. It would kind of be nice if it had controlled lighting for rainy/cloudy/pale sky days in the winter and at night it could be like the starlight sky at the Planetarium which is in Rochester for when the stars aren't out. We were able to use the pool the next morning when the sun was out and it was nice experience so I can't beat myself up for not going the night before. I understand most hotels don't do this but it just would have been nice to know there was a prom planned for that night and we'd have to deal with annoying entitled teenagers. It wouldn't have made me not want to stay but I could mentally prepare for it. Even if I was considering going for a night swim,it's kind of hard to want to do that when there's a whole prom outside of the glass walls. It really just depends on the vibe of the room. If there's too many people in the main foyer,even if you have your own space,it's not worth it. My partner was also disappointed to find that there wasn't a Sauna,just a restroom. On the plus side,without a hot tub and Sauna included you're less likely to have to worry about the pool being crowded but it also kind of sucks.

The dome. I feel like everyone did. It is truly a one of a kind interior and makes you feel like you’re staying at a resort hotel. I live in the area and I came here for a staycation. I’ve passed by this hotel so many times. I was absolutely amazed by the pictures and glad to have finally have been able to see the inside after just seeing the exterior for years. The pool was really nice. We ended up having the whole pool to ourselves because we went in the morning and it was empty all morning. Even though it has glass walls,it's still secluded in a way and you still feel like you have your own space. We'd get curious glances sometimes but for the most part everyone minded their business. The water was warm and a lot more warmer than most hotel pools where you feel like you can actually swim and not be shivering for the whole time like at the last hotel we stayed in. I would definitely recommend hitting up the pool,even if you don't spend a lot of time in there and there's a chance you'll have it to yourself and end up spending more time than you planned on. I wasn’t notified that the venue was booked ALL night long for a prom. The dome is also hit or miss because if it’s raining you don’t get to fully enjoy the experience and you have to hope that it just happens to be sunny for the next 2 days if you plan on staying for a night. It would kind of be nice if it had controlled lighting for rainy/cloudy/pale sky days in the winter and at night it could be like the starlight sky at the Planetarium which is in Rochester for when the stars aren't out. We were able to use the pool the next morning when the sun was out and it was nice experience so I can't beat myself up for not going the night before. I understand most hotels don't do this but it just would have been nice to know there was a prom planned for that night and we'd have to deal with annoying entitled teenagers. It wouldn't have made me not want to stay but I could mentally prepare for it. Even if I was considering going for a night swim,it's kind of hard to want to do that when there's a whole prom outside of the glass walls. It really just depends on the vibe of the room. If there's too many people in the main foyer,even if you have your own space,it's not worth it. My partner was also disappointed to find that there wasn't a Sauna,just a restroom. On the plus side,without a hot tub and Sauna included you're less likely to have to worry about the pool being crowded but it also kind of sucks.

Ok

Terrible customer service. Asked for a hairdryer for three days straight and it was never delivered to our room. Requested a room that looked into the atrium from a higher floor was given first floor that faced highway. Right beside outside door that didn’t stay locked and banged all night. Room was clean, but floor was filthy. Found garbage on the floor.

Parking was easy and secure

Yes

The place was good, clean and central The first person at the front desk when I checked in was a little dismissive and not helpful when I asked some questions. I went back later on and the gentleman was able to accommodate and give me a better service. The first person acted as if I was bothering her

The place was good, clean and central The first person at the front desk when I checked in was a little dismissive and not helpful when I asked some questions. I went back later on and the gentleman was able to accommodate and give me a better service. The first person acted as if I was bothering her

One of the very best hotels I’ve ever stayed at. The place itself was beautiful, the atriums really set the peaceful vibe. The indoor pool was the real reason we picked this place and it did not disappoint! The staff was beyond welcoming and helpful. This will be our pick every time in Rochester!

The hotel was very outdated. If I ever visit Rochester again, this would not be my hotel of choice.

Great place to stay !

I feel like there should be a complmental breakfast and a microwave in the room with all the money Double Tree makes

Good parking,rooms a little old. Nice restaurant

Parking was safe and easy. Breakfast was delicious, but it was hard to really get enjoy the atmosphere because it was freezing cold in the lobby/lounge area where the bar and restaurant are located. Many guests complained and we were told that it was because of the dampness outside and then we were told it was because of the pool which is located right next to the bar area. This issue interfered with our ability to socialize with our family and friends the entire weekend. Therefore we won’t be having our annual Spring gathering there next year. In the service industry the customer is always right in most cases and when you receive multiple complaints about the same issue it should be addressed immediately, not brushed aside with different excuses.

Parking was easy and secure. Room was clean and sufficient. My go to place when visiting Rochester.

Very good

This hotel will meet your needs...that's it...not what I expected from a Hilton property....check in was quick and efficient...parking was plentiful...my room was dated and even had a leak in the ceiling...staff was great...but would I stay here again...no

A beautiful looking place I didn’tn like climbing and running down hills with the hotel cart can be a pain and long distance to rooms. when it rains certain parts of the building leaks other than that the rates are reasonable and worth it.

The staff is fantastic, especially John at the front desk. The bar area is beautiful, and the hotel is centrally located.

Big, beautiful, greenery, plants, pool in the middle N/A

Big, beautiful, greenery, plants, pool in the middle N/A

I had no shower gel and the toilet leaked also. I was there two nights I asked for my room too be cleaned, because of the issues and that didn't happen. So I def won't stay there again.

Clean room, great amenities, nice atmosphere. Some spaces looked to be forgotten about or should be in renovation but weren't high on the list. Retrofits of HVAC in rooms was interesting and looked unfinished.

I had booked a king room but was given a double queen. The door to the room was out of alignment so you had to shoulder it open and closed. The shower handle to regulate temperature was loose so you had to hold onto the handle with one hand and wash with the other. That was quite a scene. The front desk sent the maintenance man to the room but he was unable to solve either issue. He said he would document my situations

Love it

Very nice rooms, great shower delicious warm cookies.

The staff is super helpful and the space has all the amenities needed for a comfortable stay.

Exceptional

Property is unsafe

Rooms were okay but common areas need lot of work, especially elevators. One day I asked 3 times about having my room cleaned, it never got cleaned. Tried to call guest services, "0" on the phone but no one answered. The bar and bar tenders were a high point with friendly service.

This property needs an entire makeover. Carpets were torn and filthy in the elevators. Hallway floor carpets were not cleaned. Room refrigerator was barely working. Wood surfaces were peeling. It rained while we were there and the lobby had three buckets to catch leaks. Cannot believe this is branded as a Hilton.

It looked like they didn’t vacuum for DAYS! I wish it was cleaner.

It is so run down, with maintenance obviously negligible, it will take a major renovation to restore it to a 5 star hotel. All carpet is disgusting and should be replaced. One of the two elevators has been out of service for the last two days. I challenge anyone to look inside the elevators and view how beat up and dirty they are.

Available parking, front desk staff hospitable and welcoming. Housekeeping didn't seem to exist, after two days we had to ask for housekeeping to do cleaning and we had to ask for more toilet paper and tissues. Those two things were not restocked when housekeeping did clean upon request.

We requested a wheelchair-accessible room and one with double beds. However, when we arrived at 6 p.m., our rooms were still unavailable. The staff couldn’t find a suitable room that was both accessible and ready. We had to wait for a while and then decided to go have dinner. Unfortunately, upon our return, the room was still not ready. It was quite disappointing to be in this situation after a long 7-hour drive.

The hotel was updated and clean and the staff were very nice, friendly and helpful. I enjoyed the really nice gym. It had everything I could have wanted. I dined in the bar/restaurant. The service was attentive, but the food took a long time. The manager discounted my meal as a result, which I appreciated.

Clean room . Safe and pleasant staff

Staff was amazing Pool and jaccuzzi had too much clorine and was infecting my sons skin

Staff was amazing Pool and jaccuzzi had too much clorine and was infecting my sons skin

Everything was wonderful

My husband and I enjoyed our stay. The environment wad peaceful , calm and quiet. My room and bathroom facility was cleaned daily. The staff were professional, and courteous. There hotel guests are the priority and they make every effort in delivering that type of service.

We loved our visit here and very much needed and very relaxing, love the trees that all around the lobby area, room was perfect for me and my family. Our girls loved how the couch pulled out as bed and they loved the pool. We highly recommend and will be coming back for another visit soon. N/A

We loved our visit here and very much needed and very relaxing, love the trees that all around the lobby area, room was perfect for me and my family. Our girls loved how the couch pulled out as bed and they loved the pool. We highly recommend and will be coming back for another visit soon. N/A

The free parking was right in front of the building which was great. The room was phenomenal and the ambiance of the lobby is definitely a must see!

I was severely disappointed that my room did not have a microwave.

Staff were amazing! Breakfast was top tier and the room was very clean and amenities were all great. Inwill definitely be staying again and highly recommend staying here.

Disappointed with the Trellis restaurant. They were out of a lot of things and bartender tried to steer us away from ord

Disappointed with the Trellis restaurant....

Literally 1 high chair for the whole property is crazy

Lovely stay! Clean. Comfortable. Just perfect!

No soap in shower. Doors and walls very thin so extremely loud from road and guests in halls

I asked for a room with a bath tub, I went down twice and they put me in different rooms that were supposed have a tub after the 3 rd time I was like forget it .

The staff at the Double Tree makes you feel right at home all the while making you feel like your a VIP. They have everything you need in the hotel if you dont want to leave but are also in a primary location where there are many things to do and eat. They made my sons birthday weekend super special from the front desk check in to getting a shirley temple from the in house bar and grill.

Room was clean. I had a meeting that I needed to attend and it would be late getting to the hotel I called ahead and the staff allowed me to check in early. I was able to get My key and check out my room and drop off my bags. Big relief for me. Cookie was delicious too

The property of very under lit on the outside, so that made me nervous on arrival. Then when we got indoors the stairwell was very worn down and smelled dingy. Our room was dirty, food or miscellaneous on light switch. Thank goodness I travel with Clorox wipes. Elevators, hallways all show signs of age and not up kept. In the morning I went to shower and there was only one setting, scaldingI tried turning it down to cold and it was still scalding. We ended up leaving and booking another hotel. Gross!

I didn't get what i paid for, no hot tub, no roll away crib for my baby, no microwave in my room and the receptionist was very unfriendly when i was checking in.

Our room was not ready to check into until 8:00 pm!

Well, when we went to go check in, we could not even though we got there at 6 o’clock so we had to come back at seven and there was still food in the refrigerator from the previous guest and in the drawers there wasn’t enough towels in the bathroom and there was still hair in the shower and garbage in the bathroom on the floor!

It was an accessibility room. The light fixture and curtain fixtures did not work properly. Also, during check-in, I was not given a chocolate chip cookie. Additionally, the hotel was noisy, as my room was directly in front of the pool, and kids were obviously having fun. Also, the hotel was not very clean. And this type of cleanness was a buildup of dust and vent fixtures falling off along with garbage thrown on top of decorative tent fixtures above the pool, for the amount I paid I expected a better hotel.

Terrible overall stay.

Great

Could check in at 3pm like most hotels. I get there at 8pm and was told my room wasn’t ready yet. A lobby full of people waiting for their rooms. Waited until 10:30pm, still no word on when my room would be ready. Had to leave and get a hotel somewhere else. They refuse to give me a refund

Staffs are rude.

Room was nice except the phone wasnt plugged in. We had to ask for hand soap,wash clothes, etcetra. Other then that it was a decent room for the price.

Yea

Nice room. Easy check-in.

Rude front desk . There is no one cleaning my room, the front desk said, she could do nothing. Avoid this hotel.

Travel

Pool was really nice. Rooms were clean but the door didn't close all the way without a lot of force for the main door and the bathroom door. The area is great. Everything you need was very close

The whole experience I had was peaceful staff were friendly good with children pool was amazing

Clean room

Yes the toilet seat was broken and it was also not properly clean. The check in time wasn’t what was advertised. The only thing that was pleasant was the staff upon arrival.

Room was very clean, checking in was easy and and the staff was very friendly. John the supervisor was very friendly. The pool was great as well. Bed was super comfy. The price is also phenomenal. Id absolutely recommend this place if you are staying in Rochester for multiple nights and want a luxury feel without paying luxury prices.

The hotel was super nice but there were quite a few little things that could have been better. 1)pool was closed (some kind of notice would have been nice) 2) no coffee in the morning except for what was in the room- I asked for extra creamer but they didn’t have any 3) no ice bucket 4) no microwave 5) no lotion- they had conditioner where the lotion should have been in the bathroom 6) there were no washcloths in the bathroom 7) ice machine on our floor was not working

Beautiful facility, great staff, clean and comfortable room

The hotel hosted families in town for a children’s hockey tournament- leading to the children pulling fire alarms overnight and all floors turning into playpens for hockey. I’m sure they made a lot of money over hosting these families, but it would’ve been better to warn the rest of us. Never coming back

When arriving in the room I noticed the bathroom hadn't been emptied. There were floss sticks and a few tissues inside. The light switch was broken so we weren't able to use the full lighting in the bathroom. We were able to swim in the pool for about 30 minutes before it was shut down due to an electrical wire hanging over the pool. It also appeared to have been a youth hockey event this weekend and there were at least 50 children under the age of 12 running through the halls and screaming. It literally took 8 minutes just for us to get from the 3rd floor to the 1st floor due to the children playing on the elevators. Since it was my husband's birthday we planned on dining in at the Bistro restaurant on the 1st floor, that too was closed. Oh and don't let me forget how the alarm system went off 3 times due to a system malfunction with the sprinkler system. Overall a horrible stay this past weekend for me and my family.

It was a great experience. Crystal at the front desk was absolutely incredible!!! I called the week before our visit and she assisted me. When we arrived she was working both Friday and Saturday and couldn’t be more of a help. Her excellent customer service should be rewarded!! I’m a customer service supervisor, for over 18 years at a national auto insurance company and if I could have 10 of her on my team I would love it!! Her dedication to customer satisfaction is what sets her apart. I can tell she really enjoys and cares about her work and I just want to thank her for going above and beyond! Her positive energy and attitude needs to be commended. Thank you again for a wonderful weekend, Crystal!!!

I stayed there for 2 weeks. My experience there was not so good not so bad. The housekeeping staff didn’t come to clean my room for straight two days( probably 9th and 10th day), which was frustrating. My room had problem with the ac and It took 2 days to fix them. The coffee brewing machine was too dirty.

I didn't like how they told me the pool will be open on my booking date a few days before then i called the day of and they confirmed the pool will be open then to get there and they doing maintenance on it i felt catfish smh other than that the place nice my floor did a leaking ceiling on the second floor probably because of maintenance

We had to cancel as the hotel reached out concerning some building power issues. Thankful for the communication.

It was nice and quiet

Even when they are remodeling some rooms the small details are there, super friendly staff. I stay here a bunch and occasionally try another place but seem to always return to Doubletree.

The room was spacious and the bed was very comfortable. The TV was nice and you could access your own Netflix or YouTube account. Unfortunately, there were some problems such as very outdated plumbing that made for slow drainage of the sink and having to flush the toilet many times. Also, a group of hockey players that were gradeschool age were in the hotel and they made a terrible noise through very late at night. The staff was pleasant and friendly. Breakfast was good when buffet was available, but not great when buffet was not available. Dinner options were not comprehensive enough for somebody who might have allergies or special diets.

Everything was great, except I woke up around 6 to get ready for work and there was no hot water. Ran the water to see if it would eventually turn hot and it did not. I went to the desk to let staff know and no one was at the desk at the time and I had to leave so I wasn’t late for work.

Busy check in bc there was some type of sports tournament, but I watched staff have to deal w a difficult person checking in, and they were still very professional and prompt. They kept the line moving. Pool area was nice. Room clean. Would stay again.

Doubletree Rochester is always good.

Room needed some attention- door didn’t close properly, had to lift up and pull hard to get it ti ckse; same with closet doors. Phone in room didn’t work, hair dryer was terrible - did get a new one from front desk. Heating inconsistent. Bathroom didn’t seem to have been cleaned thoroughly- hair on shower floor, soap scum on shower door. Staff was very nice and bed very comfortable.

The building was dark, especially the first floor. No coffee mess, No microwave in room. Clean towels not delivered two of four days. No guest book telling where facilities or amenities are. Restaurant closed two of four days.

Clean room, welcoming staff, beautiful first fyarea.

We booked the hotel because of the value we thought we got from the complimentary breakfast that the hotel offered. On top of that Expedia charged additional money for the breakfast. When we checked in we were told that there is no breakfast as the kitchen services have been impacted by the storm. The staff promised that they have communicated this with the 3rd party booking (Expedia) and that they will compensate appropriately. So far there have been no communication from either the hotel of Expedia. When are we getting our money back?

There was only 1 washcloth and 2 towels. The shower handle kept falling to “cold” and was unstable on the wall as is.

Unfortunately- the pool closed unexpectedly after just being told it would be open. In addition, the facility that was expected to serve breakfast was closed as well. Staff seemed oblivious and/or unaware of the inconvenience these issues were causing guests resulting in some leaving the premises.

Short staffed. Couldn’t get adjoining rooms because they don’t clean all the rooms on the weekend. Pool was closed last minute. Paid in advance for breakfast but the restaurant closed with no notice. Got a late check out the evening before, the following morning they said we could not check out late. Elevators are in desperate need of renovations.

I let my shower run for 15 minutes. There was no hot water! I complained to the front desk. The lady was nice enough to give me a key to another room. There was no hot water in that room either! I spoke with another guest they said it is an ongoing issue with this location! I highly recommend NOT booking here!

Room

WILL NEVER STAY THERE AS GAIN

Half of the rooms have direct access to a beautiful six-story atrium garden. Renovations of guest rooms and are underway- definite improvements

Few small issues, 1 - heat did not work properly, 2 - only 1 washcloth was in the room on arrival, 3 - resturants were not open like "normal" Even with those issues i would likely stay here again.

They lied on the phone that the construction was finished you book the room and after checking in front desk assigned a room that was just checked out and all dirty. Late checking in and we are now moving rooms. This hotel is not to the mark for its name. 100% would not recommend this.

Very comfortable bed. Very clean. Friendly staff. Need more electrical outlets and we missed getting the trademark chocolate chip cookies

Cleanliness of our room

Everything was great with the exception of the noise from the neighboring room. The door separating the two rooms was presumably installed when there was carpet, which resulted in a good gap at the bottom of the door, and with no carpet to muffle the sound, we didn’t have the most quiet of trips. Overall it was a pleasant stay, though.

When we arrived, we found two pieces of dental floss stuck to the shower wall, a dirty towel thrown on the side of the bathroom vanity, and someone’s dirty underwear left behind. There were also not enough towels provided for our stay. It was clear the room had not been cleaned properly before we checked in. The issues didn’t stop there. The elevators were dirty, with wrappers on the floor that remained there for both days of our stay, showing that common areas weren’t being maintained either. At breakfast, the fruit had visible mold, which is completely unacceptable and raises serious health concerns. Overall, this experience was extremely disappointing and far below standard. I hope management takes these concerns seriously and addresses the lack of cleanliness and quality control immediately.

There were holes in the concrete in the parking lot. I fell and busted my lip and more. My toilet did not flush properly and half of the light switches in my room didn't work. When we arrived our fridge was hot,

Dirty hotel, nothing worked, no housekeeping, but friendly staff prevented me from giving worst rating.

Very spacious lobby with a lot of greenery. Trees and plants all over the place. There's a small bar and restaurant. The pool is in a strange shape and looks very small. We did not use any of these amenities. One of the elevators was out of order. The room was very clean. The bed was very comfortable. Only thing I was hoping for was free coffee in lobby in the morning. Our room also did not have hair dryer. The morning maid said I had to ask the front desk. I did not bother. Overall, a nice stay.

We were a matter of feet away from where there was construction was going on in the hotel. The noise was ridiculous. Others were moved and though we were there right after 4 pm for check in we were not able to.

Property under renovation. One of the two elevators was not operational.

The time we were staying it’s under renovation.

A little construction going on in the hotel but our room was all completed and very clean.

Are over night stay was very nice. The check in was quick but he didn’t say much, never told us where to head for the elevator and found out later he was supposed to give us a cookie at check in. He left the desk as soon as we started to leave. We felt like we were interrupting him. We ask and found the elevators. We had dinner there and breakfast both nice. Overall we were happy with everything. Plus parking was great.

This hotel was under renovations, only one functional elevator which was slow and ended up taking stairs regularly which was not good since I have a bad knee. We were there with several family for a wedding in Rochester. We had elderly family who were unable to take the stairs. The hotel AC was not working in lobby area and on the day of the wedding the water was turned off in the hotel for 30 minutes without notice. Miserable stay!!

the staff was very helpful

They are doing construction so alit if stuff is visually unappealing. There was plates with food and furniture in the hallway. Only two towels in room. My hotel room door was already open upon arrival. Pool door was locked and staff was confused on why. Ice vending machine/ microwave area smelt horrible due to a halt eating plate being stored under microwave station. Other then this room nice cookies delicious

This used to be the nicest place to stay in West Henrietta. Now it’s a bit rundown. One elevator has been out of order for over a year. The hallway carpets are DISGUSTING and need a good cleaning. The room I was originally given was unlocked - as in door open - so I thought there was a mix up. I was told that the cleaning staff sometimes leave the doors open. I still wanted another room. I had no idea if someone else had been in there or if there was any damage etc. but I was not going to stay in that room. They accommodated me. Unfortunately there’s not a great deal to choose from in the area.

Elevator was very far from the check in area, elevator was dirty and not reliable.

Parking was great!

There was a problem with the booking they initially gave me the wrong room and then the second room they gave us they didn’t but into the system so someone else was almost but up in the second room we got. Staff was great but the hotel is in some need of repairs as only on elevator was working.

The hotel is in the middle of a refurb, but for now it is awful top-to-bottom. Booking was a pain, making a change was difficult, the staff weren't engaged or interested. I really wouldn't stay here until the refurb is complete and there is a complete overhaul of the staff (with the exception of the nice lady that worked the bar, she was nice)

Great stay. In town for just one night after a long drive. The hotel was clean, comfortable, and in a convenient location.

Dirty from construction. Only 1 working elevator. Worst of all. Cookies were not ready at check in. Overall, this hotel is a mess.

I enjoyed my stay

This property is going through a remodel. The room assigned to us did not have hot water and the door was not aligned to the frame. After letting the front desk know we were moved to a room with hot water but the door is still off a bit. It will take a lot to work out the problems unless the guest are the ones helping to create the punch list.

The photos are pretty deceptive, this place is an outdated dump. My room was dirty, hair & pubes in the bed & bathroom areas, filthy bathtub… and I wouldn’t feel safe staying here as a woman, because a huge portion if not all the rooms have a “balcony” sliding door that unlocks with a simple sliding lock that barely locks. There also happened to be a ton of construction in the weird humid atrium where the pool & bar are. I don’t know who’d want to spend time down there even if there weren’t construction going on

An overall great property! The staff however are not the friendliest, but I definitely will return.

The property is in a central location of the area numerous shopping and dining areas

At 2;30am the ceiling in our room started leaking badly and within minutes the room was flooding.

Was not informed that the hotel was under construction until checking in. For the amount we paid for the stay we should have had a fully functioning hotel. Upon arrival there were huge loud industrial fans going, no elevators both were broken, and no functioning bathrooms in the lobby. We were told the elevator is broken and we would have to carry our suitcases up the stairs to get to our room. The next day we were woken up VERY early by construction happening in all the rooms under us. Using hammers, jackhammers, and shaking the walls. Every night there were groups of people outside blocking off parts of the parking lot so people couldn’t park there having parties until 12-1am very loud and clearly drunk. The parking was very limited at the doors where you would enter to use the stairs to get to your room and they were blocking off the whole parking lot. When we were using the pool in the morning we went to the desk asking for towels as they were never replaced only a full basket of dirty towels, we swam for an hour and no one ever came with towels so we had to walk back to our rooms in our bathing suits dripping wet. Upon coming back to the room we found the cleaners had come in which was appreciated accept we had 3 people in our room and they were only giving us 2 shower towels which was extremely frustrating and also found that all of our stuff was packed up so they were touching more than they should have. Beds are very small!! Will not be returning.

We went to Double Tree. It was under renovation, we were sent to another hotel at night that was 25 minutes away

Terrible hotel

The property was under construction. To start off, no rooms were available with our requested configuration of two double beds. Because of this, they gave an upgrade to one of their renovated rooms. The hotel was not ready as the renovated rooms had non functioning door locks, broken doors, and all kinds of other problems. For a fairly large property (I estimate 200 or so rooms/ there was ONE functioning elevator. Additionally, for checkin, there was one person on duty. This was during move in weekend for two nearby universities. They were completely unprepared. We had to wait about 15-20 minutes to register. Then we discovered there was no phone in the room. When attempt to call the front desk using my cell phone, the number was out of order. There was No Way to contact housekeeping except to walk back down to the front desk. When I informed them of the problem , they indicated that that knew about the phone line problem. I wouldn't expect these issues in a budget hotel, but to have this in an upscale hotel is unacceptable.

Check in was ridiculous. No rooms ready on time, and when they finally gave us a room key the room was occupied when we entered! They did remedy it but it was not ok. Elevators out of order when we checked in, and no phone in our room when we finally did get one. Very disappointing.

The elevator and hallway on the second floor was filthy. Food crumbs and dirt tracked all the way down towards our room 241. The bed was comfortable however the walls were super thin. Whomever had the room next door slept through their alarm, multiple snoozes and a ringing phone. We however did not and were up a little earlier than planned.

Stayed many times and loved it. However, the fire alarm went off and water was down overnight 😒.

Breakfast hours were not as described

1. Construction debris/dust visible 2. One elevator out of service, the remaining one is semi-functional (cannot be called up from the upper floors, need to take stairs down to ride the elevator up to your desire floor) 3. The unrenovated rooms are very outdated/worn, wallpapers peeling, banged-up doors

Steer clear of this hotel! Stayed here 2 years ago on our way to Massachusetts, and it was better then. We stayed here twice in the last 2 weeks to/from a trip out east, and I REALLY wish I canceled that second reservation. The first of our stays was ok, BUT we were in the 4th floor and there was only 1 of 2 elevators working. This was the same case when we stayed here 2 years ago. I don’t think they ever fixed the elevator. Also, I think we stayed in the same exact room as before because the shower drain was still clogged and we had to shower in ankle deep water. The room itself was nice and clean. The second stay a week later, was on the first floor, (surprise, the elevator was still broken), and our room smelled horribly! It smelled like a sweaty sock with fruity perfume. The washable shower curtain smelled dirty like it hadn’t been cleaned in years and made the whole bathroom stink. On the way out in the morning, I think I saw a dead roach in the lobby. I was not asked how my stay was upon checkout. The front desk associate simply said thank you and that was that. I really expected more from DoubleTree. This is my last time staying at one of these hotels.

This hotel has SO MUCH POTENTIAL. I loved it when we first walked in and so many other things. It just needs to be renovated. I feel like once they are finished with there renovation this hotel can easily be one of the best if not THE. The location plus the architecture is really a chefs kiss. The only reason why I rated it the way I did is, you can TELL its old. If hilton comes in and does a complete facelift so many people would easily come here. I really hope corprate would just bite it and just do a complete renvovation. I would go back and would LOVE to through a huge birthday party but I KNOW my quest would complain as they like the likes of something like woodcliff, fountaine bleu etc. BUT THIS! For my hometown with renovations would be such a TIME. GREAT HOTEL, just needs to be updated.

Lobby was clean

Aplus

The elevator was not working properly. Would only go up from lobby, would not come to any floor summoned, had to take the stairs down from the 6th floor every time. Room, lobby, staff, bar and vibes were all nice but the elevator situation really brought the stay down.

The people were nice. Overall, it was not as clean as it should have been. The breakfast fruits were terrific, but the pancakes was not. The fitness center was nice.

It seems like this hotel has been under construction for several years now and have not made it to the rooms yet. I understand the dining and events area is a selling perk. However, the main reason for needing a hotel is for a room to sleep in. The rooms are in dire need of upgrades. It was evident the hallways had not been vacuumed in days. The paint, tub, walls and floors are subpar. The chair had a large rip in it. The wall outlets didn't have covers and some didn't work at all. Most of all the elevator were not fully operational and had to use the stairs from the 5th floor.

Despite on going renovations the place was clean and surprisingly quiet.

Back to the BLOOD. We alert the manager. She said she would send the head of housekeeping to my room to talk to me, then they would figure out the solution. The manager arrived. I showed her the BLOOD. She offered to switch out the mattress. She proceeded to bring in another mattress. I noticed a LARGER stain on the replacement mattress. Her response, “I made sure it was clean on top.” I told her the resolution was unacceptable and asked what else could be done. The housekeeping manager told me that was the best she could do. I went back to the manager. She was abrasive and unprofessional. She said they would give me the equivalent of a large pizza in points. I told her that I did NOT use points and I did not want any points. I also asked if they would be willing to offer anything off on our stay as we would be there for several nights. The manager told me that we were welcome to LEAVE and she would not offer anything off of the large bill with a BLOODY mattress. My husband looked at a different room with yet a larger stain. He was also told he could LEAVE. STAY AWAY. FILTHY!

Great stay

Beautiful atmosphere, large dining area for breakfast & clean/ comfortable rooms. Will definitely stay here again!

Overall was a good stay they are under construction so some things wasn’t working

Hotel under renovation so not in top shape. Rooms on first floor should not be offered. 4th floor was not so bad but I just wasn’t comfortable with renovations going on. Rooms definitely overpriced for condition of hotel. Staff nice enough though.

hope to get a discount for after the renovation

There was construction which was not noted water was all over our room and no one did nothing about it, heard the construction up to about 11PM

It was very attractive. I understand the renovation happening.

We stayed here a few years ago and it was fantastic. Sad to see how it’s declined. The staff were rude and the room is disgusting. Wallpaper is bubbled, grout in the bathroom is filthy, vents are SO DIRTY. Leak in the lobby when we first arrived should have been my sign to leave.

Beautiful lobby. Clean, and perfect location for downtown Rochester.

The only reason I gave a star is because no star isn’t a choice. Stay away. Staff is rude, hotel is dirty and infested with fruit flies. At check out we found out someone charged a meal to our room and they were going to just charge us if I would not have fought it. They need to be ashamed of themselves and I will let everyone know to stay away. To have a horrible stay and have staff treat you horribly is unacceptable. I will be contacting corporate.

Staff was great, they took care of some of the issues I had, and I feel that once renovations are done it will improve. My first room was a 1 star nightmare (dry vomit in the shower, and on the carpet). My biggest pet peeve is a shower that wont drain, and in this room it would back up. They moved me to another room and my next room for day two was 5 stars - except it had a dirty hand towel in the bathroom…I know reno’s are tough but this was a bad visit sadly. If you need to book here try booking with the site directly. I feel like using Expedia I got put in a room the front desk would have probably not put me in…

Perfectly nice room, property was clean and quiet.

We had a good stay and even though the construction was loud we had a good stay.

Not a good experience however staff was very good.

The main atrium area was not air conditioned. With the hot weather, it was barely okay, especially when accessing a room in the top floor where because of being connected to the atrium area, it was too hot and humid. Must air-condition the atrium area!

Great staff.

In addition to no AC in lobby, elevators didn’t work

I really was excited to stay there. But had one disappointment after another… TV did not work, front desk, person switched my room, and by the way, she was very pleasant. I was told that there was construction going on on the other floors, but the carpet looked very worn and what looked to be closet. Doors were open in the hallway, looking at dirty towels, all sitting there and the door to the room was very difficult to open and noisy. I tried to make a cup of tea and both disposable coffee cups were half filled with coffee that looked like it had been sitting for a few days, no soap in the body wash in the shower, although the shower was good. Just a lot of little things that would’ve been so simple to fix if someone took the time to care. Then was told there are no shuttles to the airport due to a recent break-in to their shuttle van… Usually Hilton properties are great, but this was a disappointment. The building is beautiful and the pool and all the greenery when you walk in is very impressive as well. Just hope they get the rooms fixed up soon and airport shuttle would be amazing.

Nice

A truly terrible stay. I chose this hotel because it’s part of the Hilton brand, which I expected to be trustworthy overall—but the cleanliness was shockingly poor, to an unacceptable degree. The floors in the public areas were covered with dust and litter (as shown in the photos). When I first entered the room, there was even a soda can sitting on the windowsill—absolutely speechless. All in all, it was a very disappointing experience. Additionally, the air conditioner in the room was as loud as a tractor—it was so noisy that it was nearly impossible to sleep.

Great stay and service 👍

Hallways and rooms are outdated. Shower heads are terrible. To close the room door for room 137, you literally have to lift up and slam your body into it. There’s rust in the tub. My first room 606 was 80 degrees and the AC didn’t work.

Inside ambience was unusually good.Trees and plants were a welcome change to most hotels

If you are someone who has trouble sleeping with any kind of noise, then this place is not a place for you. Cars racing up and down is what I heard alllllll night long. It was crazy loud

Great!

The entire stay was quite peaceful and lovely . Staff were kind , the entire place was very clean and I enjoyed being able to check out from the Hilton app

Clean rooms front end service easy access

Great hotel and location.

I was there only for a few hours. The staff was helpful suggesting a good place to eat and how to get there

Friendly staff and very clean. Absolutely love all the plants and the pool.

Didnt like, Light in the bathroom was flickering over the shower

Terrible. Room had an awful smell and no air.

Under renovation and the roof leaks

Love the place we recommend it

Overall good hotel when you can get it on a deal what they usually are asking is way too much run down a little lot of people in the pool that is not staying at the hotel but live close by hotel the way they talk.

Please check it.

VERY, VERY DISAPPOINTED! The only housekeeping service we received was fresh Bath towels. No other service was given. Someone could have at least made our bed. I could not recommend this property to anyone, especially for the price that was paid.

Traveled 6 hours up to Rochester for our son’s graduation. Booked this room 8 months prior. 10 minutes to arrival we get a call from the hotel saying they had an issue with the block of rooms on our floor. Not sure what but Jennifer M told us they got us a room in another Marriott hotel a little further away. At first disheartened I was pleasantly surprised that the room was a great alternative. Surprising since it was a graduation weekend for two colleges. So no, I didn’t stay at the Double Tree but Jennifer M deserves to be recognized for her exemplary service. We had a great graduation weekend in Rochester. Double Tree even comped the room. Thanks for saving our weekend for us,

The day before ichecked the website as happy to see there was free shuttle service fromthe airport. So i called the hotel to confirm that there was shuttle service and how to access it. After going though the prompts on the phone i went for the operator. The phone rang for over 2 minutes and then i was disconnected. I called again, same thing rang for over 2 minutes and disconnected . I called a 3rd time and went to the resevation prompt. A woman answered, i told her i was flying in tonight and was inquiring about the shuttle. She asked if i wanted to make a reservation since I was arriving tonight. No i have one what about the shuttle. Her reply was i dont think we have one. Now having stayed there several times i know there is a shuttle. I informed the woman that on the Double Tree website it is advertised free shuttle service from the airport. Expedia also advertises shuttle servicen i booked the reservation through Expedia. So the woman agaun said no servuce but she would check. Thiughout the whole experience she was polite and seemed helpful. After being on hold for over 5 minutes she returned to the phone and apologized for having me wait so long. Then she said she checked with her manager and the was not shullte service. She then said something about another shuttle service and would i like to make a reservation and stated she had a phone number for me to call. This

Stayed for one night for university graduation. The hotel itself needs updating. The rooms dingy, bathroom tub sketchy. Had to find someone when checking in. Staff was friendly. Didnt have breakfast so don't know about that. Gave us warm and fresh cookies at check in. Indoor pool looked clean. Folks using it were having a good time. If had to come back would find another hotel.

Hotel is under renovation, so I did understand some issues, but some were unacceptable, especially for a Hilton properties. The rooms were ok, however ours was next to a stairwell and exit to the outside and construction workers were slamming the door all day rattling the wall, so make sure you insist on being away from exits/entrances. Here's where it was unacceptable: The hotel had no hot water on 5/11 (mother's day) and we could not even shower. Calling the front desk, I got an answer of " yea, well the place is under renovation - everything in this place sucks right now". This is a Hilton property for God's sake, not the motel 6 - make it right given the price per night. And Hilton - This is a college town - It is dead in June and July or even BEFORE in March! Why the hell would you schedule renovations for the entire month of May when you have the U of R and RIT have commencement as well as mothers day?!? The Gym was closed as well which my wife was looking forward to using. Also, I booked this back in November and was given NO update by the hotel (an e-mail would have been nice) that they were going to be doing renovations. What Hilton should have done is send and e-mail to notify and say something like due to the renovations, we will be giving you $25 off the cost of rooms, or free breakfast (which is not included normally)...Something - anything to compensate. Will not be staying here again.

I didn't like that in our room the fridge didnt work, the toilet overflowed, the tv was hooked up wrong, and housekeeping didnt restock the coffee/tea or get rid of the used cups, and did the most perfunctory job on making the bed. A broken glass was left in the hallway for the three days of our stay. I think the problems stem from higher up.

Had to wait an hour for second room checkin

You had to be a linebacker to push open the door entering into a dark room with non-functioning lights where you could not see by the glow of the broken TV. Staff was super polite, but just looked at you and said yeah we’re under renovation when they couldn’t get you a fixed room or even let you into the gym.

I didn't like the small walk in shower to close to the bathroom floor

We stay here often and are usually very happy. The bar/restaurant is always great and staff very nice.

The TV in our room did not work. They did send someone to look at it, but it was not fixable. Otherwise the room was clean and comfortable and the hotel was in a great location, lots of places to eat and shopping centers nearby.

Staff were amazing. Shoutout to Lori from front desk who was very accommodating.

Awful time.

The fridge didn't work. every two hours push a button to keep stuff cold. didn't work. The other room we had the climate control didn't work. Would not change rooms. the door sticks on the bottom.

The fitness center was well kept Staff was very nice

We stayed at the property for the Tattoo expo. Very comfortable room, excellent service!

The TV in the room was broken, the guy came three times and could not fix it. When I spoke to the desk they said there was nothing they could do to make up for it because I booked through a third party.

Close to airport food options big rooms clean

Did not clean or replenish conveniences

There was no hot water at all on the property for any of the rooms for two out of the three days of our stay. When we called the front desk, we were given an attitude and told that it was not known when the hot water would be working again. Our room also never came with a do-not-disturb sign, and the bottles in the shower were left empty all three days. The manager was rude when we asked about a refund for one of the nights. Defintely will not be staying again.

upon calling front desk she says im sorry we are doing renovation and the guy forgot to turn the hot water on ??? How could a shift manager leaves the shift without making sure his residence have hot water ,

The pictures online make the pool look much bigger than it actually is. The entire property was under construction.

Great experience. The staff was a great help the entire Stay.

We chose to do a staycation with a few other families because of amenities the hotel offered. The pool was freezing!! The room had a QR code to scan for food and other services. The site said room service was available, I tried the extension provided multiple times no answer. When I spoke to guest services she advised “they got a late start today”and that’s separate from the hotel and not her area. I went to the restaurant to place an order and was advised they no longer do room service but the website and staff all had different answers. At that point I was very annoyed with 2 young children that did not want to sit and eat in a restaurant. Our room was ok, but the king bed seemed much smaller and would consider it more of a queen size.

Convention going on. Zero parking. Ridiculous. We drove around for half hour til someone left to get a spot. Check in was rude. Bad attitude. Will not stay again.

Hotel felt very dirty. Someone from hotel staff tried coming in my room at 8am. Blanket on one of the beds was so thin you could see through it. Called down to ask for coffee cups and they never came.

Everything