Hyatt Regency Rochester

Great pictures of a pool, hot tub and pool lounge area all closed. Great pictures of an outdoor terrace and lounge all closed to the public. Paid for breakfast but then had to pay again because the price was “higher “ than asked to pay originally. I mean cmon stop the lying and false advertising!

The outside firepit area was closed, the rooftop bar and hangout area was closed because they had a private event earlier that day. The main bar in the lobby area had red ropes across like they weren't supposed to be accessible but there were people at the bar. We walked to the side of the bar anyway and tried to order a drink to take to our room which didn't seem welcome then we were given the wrong drink. We were in town to attend a next day early morning state track meet event. At 1130 we were in bed but neighbors moved in to the room next door which had a steel door between us to divide. They were a younger group and apparently decided they were going to have a party. At one point we counted 13 people in there. We called the front desk and they sent up security to ask them to quiet down. There was no change. 30 mins later we called again and they sent up security again. Some people left but the party went on. We were on the 22nd floor and paid a little over $400 to be there for the night. So no amenities were available and very little sleep. Long day at track then a 4 hour drive home. Terrible experience

Exceptional

Exceptional

Heads up about the parking ramp being under construction

Pleasant

The property is very nice and in good location if you want venture out. The staff was prepared to handle the crowed that was staying at the hotel as far as bar and lunch break went. But we understood and they were very nice people.

location parking entrance to the hotel lobby

Staff was pleasant but I guess housekeeping not doing their job The toilet was leaking and hotel didn’t even offer to change rooms. The toilet water was flowing all over the room. They clean the room , stated they sanitized it but no room change or compensation offered. Very poor room cleaning standards. I was expecting higher standards of hygiene knowing that this is a Hyatt.

Property was clean and room large. Large high school grsupplies took over front area, but we're gone by evening.

The room was clean but poorly lit. All of the lamps had to be on & the drapes open to be able to see well. The carpet had been replaced with wood laminate which I preferred. However, it left a gap between the connecting doors so I could hear the conversation (fighting) of the occupants next door. The noise was so clear I could hear their drapes being opened & the zipper of their luggage being used. The good news is the staff provided beach towels I could put up against the door. I didn’t ask for another room as the towels worked. The hotel location was great for wandering around downtown. The area felt very safe. Overall I enjoyed the stay & would probably stay again.

I’m not happy that the pool is shut down and they don’t provide a shuttle service from the airport

The room was terribly clean. There was trash under the desk ,and the bathroom sink had never been swept. They really need to pay more attention to cleaning.

Room size good Shower good Attitude of staff shocking Didn’t seem to care or listen Car parking charges excessive & even then tried to charge us again on departure

Pool is closed, has been since November, with no end in sight

Parking instruction isn’t clear. Attitude of front desk at night shift is utterly, totally, completely, terribly, unacceptably horrible. We should be treated with courtesy, not bad attitude.

Exceptional

It is old buildingin in the downtown. House keeping is in the hall way until 9 pm. Parking is under the construction hard to find main entrance when we parked.

Loved our stay.

At 8:25 in the morning on the day that we were leaving, which happened to be a Sunday. Housekeeping staff knocked at our door and then entered our room and we were still in bed.

Took 25 mins to get checked in. Second got sent to a room where people were already inside. Those same people we walked in on did the same thing previously getting to the hotel.(walked in on another couple) There is no organization here. The floors in the rooms were beyond gross. I took the towel down to the front desk after it collected all the dirt on the floor. and asked for towels just to lay on the ground to walk from a to b. I wish I woulda snagged a photo of the towel is was nasty. Lady at the bar had the worst attitude, if you’re there for just the tips go do something else. I truly was not expecting to leave a bad review but with that much money on the line a bad review is a good heads up for people before they spend their hard earned money. You guys can do better it’s achievable. I will not go back to this hotel unless it’s a free stay for a test run. But all of this hotel needs to be brought to attention. The city of Rochester already has enough going on. To be one of the biggest hotels in the area with these many problems, a bad review is needed.

Room is fine, spacious and clean. Location is right in downtown, but not convenient to walk to any restaurant or grocery. Swimming pool is closed and the fitness room is short of maintenance, no clean towels or wipes. Wallpaper in bathroom is cracked.

Understaffed, no climate control or shower. The front desk gave us a screw driver and pliers. Told us to figure it out. Engineering came up, said they fixed it and left it in worse shape than it was. The shower handle was literally in pieces in the tub when we came back. The public bathroom on the ground floor by the restaurant was extremely gross. One of the worst I have ever seen. I will never stay here again.

Cleaning services never came for the 3 nights that we stayed, we couldn’t even call down to the front desk to ask because the phone in the room didn’t work. We went down to the lobby to ask for housekeeping, they said it would be taken care of but the room still did not get cleaned.

.

Nice stay. Convenient location

Room was not clean . Dusts on the window, wrinkled bedsheets and spots on couch . There was no room cleaning done during our stay which was totally unexpected. We have stayed in Hyatt regency in the past in other locations but this was below standards .

OK

We can to attend our son's graduation from RIT. Great location, great room and we loved that parking garage conveniently connected to the hotel. Great hotel!

Our room had a very noisy HVAC system, no microwave oven and our floor had no ice machine. On top of that, the pool was closed.

Very good

Everyone we came in contact with was very friendly and helpful

I love especially the location! The staff worked hard to accommodate my requests. The room was clean even though I had to wait close to two hours before settling in. The restaurant located inside! I went there hoping to get a hot meal and waited there too long, so I got up and left; so I decided to order out instead which actually was a better choice. By the way that inside restaurant wasn’t really even busy. Otherwise, it still was a great getaway for my Birthday!

I love especially the location! The staff worked hard to accommodate my requests. The room was clean even though I had to wait close to two hours before settling in. The restaurant located inside! I went there hoping to get a hot meal and waited there too long, so I got up and left; so I decided to order out instead which actually was a better choice. By the way that inside restaurant wasn’t really even busy. Otherwise, it still was a great getaway for my Birthday!

Breakfast was tasty, but expensive. The banquet room was lovely and comfortable. Although the room was comfortable I did not find the decor inviting. There were no decorative touches.

Breakfast was tasty, but expensive. The banquet room was lovely and comfortable. Although the room was comfortable I did not find the decor inviting. There were no decorative touches.

It was clean and looked like the pictures. The lobby desk staff were not eager to help you nor friendly.

The lobby desk staff were not eager to help you nor friendly.

Location Air conditioning did not work in my room

Location Air conditioning did not work in my room

This property has an ongoing issue with its front desk staff. I’ve been staying here for a few years and every time I checkin there are multiple issue from being told to wait as the individual acts busy addressing other issues to just downright rude behavior. After this last mess where I waited 15 minutes then told to visit the other clerk who ignored me initially, I will not be choosing this property again.

I was worried about negative reviews but hoped these were from people that are hard to satisfy. I was very wrong. The filthiest and dirtiest property we have ever stayed at. Cannot believe it was the Hyatt brand. Stained carpets everywhere - room and common areas, stains on sheets and bedding. Basically a dirty room that was lightly surface-cleaned. Simply disgusting. Paper-thin wall. Overall, a terrible property in dire need of many improvements. This was our first trip, with many more to come to Rochester and will never stay there again. T

As I was traveling with my family of four, we were only provided with two towels in the room. We requested additional towels on three separate occasions, including an in-person visit to the front desk, yet they were never delivered. This lack of follow-through was both inconvenient and unacceptable. While the food at the Astor Restaurant was acceptable, the overall service experience there was also lacking. The host and waitstaff displayed an attitude that did not reflect a welcoming or service-oriented environment. I travel frequently and have historically preferred Hyatt properties. However, this experience was far below expectations and has caused me to reconsider that preference.

Rude front desk staff

Parking was very confusing on the first day but after we figured it out not so bad. Room was very clean and hotel was very quit. Great bar in lobby with great staff. Very close to everything we needed

The room was very clean and cozy. I didn't spend enough time in the hotel to get a feel for the rest of it, but the bartenders were friendly.

The room smelled musty and the floors were dirty. Booked a river view, didn’t get it. Also the pool was closed. What I read on this site said only closed til April 1

Other arrogant customers

The view Other arrogant customers

Pool closed, one morning of no hot water, room above us was moving furniture all night long and due to the floor we heard everything.

Everything was great! Except breakfast not being included in the stay.

Rooms clean, easy check in, great amenities and views! some in room appliances were a little noisy, so be aware if you are a light sleeper.

Pool was out of order. I found a handbag behind the couch which I reported to the hotel.

Room was very clean. The staff was very professional.

We were there for the weekend to remember conference

Staff overall were very nice. Great location to stay if attending an event at the convention center

Only having a flat sheet & not a fitted sheet was rather annoying- especially b/c the mattress protector was for a much smaller bed. Cobwebs were plentiful. Went to check in at 6:40p & our room was not ready yet. They did offer a free breakfast for the inconvenience, but our schedule did not allow us to use it the following AM before it expired. We had things to keep us occupied for a few hours & the room was ready by 9p when we finally re-checked in. We did not utilize housekeeping during our stay, but unfortunately, removed the do not disturb sign at 7a when we left the room for a meeting we had (we removed most things from the room, but not all); came back to the room just after 9a & the room was completely re-set & our belongings were gone- had to argue with housekeeping to get my fleece vest back off their linen cart; they returned our alkaline water but “lost” the energy drinks & snacks we left in the room. Be forewarned- leave the do not disturb sign up until you officially check out! I will own my part on that, but in staying in numerous hotels - I’ve never had housekeeping attempt to reset a room that early! And no- they were not on the floor when we left the room at 7a & we did not check out until check out time at 11a.

The room waa big, and clean- onsite bar was great after a long day.

It was an amazing hotel! Breakfast was amazing!! Great little sight seeing places to visit, cute resteraunts and breweries near by!

Nice hotel. No complaints.

Everything was perfect

Felt neglected, staff unfriendly, and the room is very outdated with outdated AC/heat.

The room and saty was great. The only thing I would say that can improve was the breakfast. $13 dollars breakfast for frozen pancakes and cold coffee is way too much.

Staff great

Restaurants and coffee shop are awful .

The heat was not working during my stay. The outside temps were low teens. The room was very cold. The staff did bring extra blankets. Front desk staff were kind

The hotel and experience was great but the facility was having heat issues on one of the coldest days

I understand things happen but an email ahead of arrival would have been appreciated as we could have been better prepared.

The lobby was so cold we needed coats to sit in the bar and restaurant. Room was clean but the sheets and linens looked dingy and had a smell. The food was awful. The chef should be ashamed. The coffee place needs new staff as portly fellow who worked there had very bad attitude.

I Enjoyed my stay very clean and friendly staff !!!

I am writing to formally report serious cleanliness and sanitation issues during my recent stay at the Hyatt Regency Rochester, which I booked through Expedia. The conditions we encountered were unacceptable and far below the standards expected of the Hyatt brand. Upon checking into our initial room, my wife and I observed a crusty white substance on both the wall and floor. This substance did not appear to be a cleaning product, food, or beverage, but rather an uncleaned mess left behind by a previous guest. Additionally, the floor was sticky, and there was visible hair throughout the bathroom sink and shower. The room was clearly not properly cleaned or inspected prior to our arrival. After reporting these issues to the front desk, we were reassigned to a second room. While this room initially appeared cleaner, we encountered another significant issue later that evening. Upon returning from dinner and attempting to store leftovers in the refrigerator, we discovered that it was already filled with old food items—some dated as being approximately 10 days old. This again indicates a failure in housekeeping and room inspection procedures. When I contacted the front desk for a second time, I was informed that no additional rooms were available and that I would need to address the matter with Expedia. While the staff member was courteous, the lack of resolution was disappointing given the circumstances.

The front desk staff was wonderful. They made the check-in process very easy. The room was nice but the road noise was noticeable at night. We stayed here because it was close to the Blue Cross arena where we were attending an event.

Room has scratched legs on the chair, dust in the corners and a pair of someones socks were underneath the sink on the floor indicating noone cleaned under there. The staff was awesome and very accommodating .

Mice running around the restaurant while we were having dinner the first night we were there.

After checking in for the first room I had to go to the reception and request another room because the initial room was dirty, like someone has stayed there the night and never was cleaned. The second room I hardly got any sleep because I was given a connecting room and I could hear clearly the loud conversations and laughing out loud until late at night, I hardly got rest. My experience was not great!

Clean room, staff

Cleanliness.

The room was not completely clean upon arrival.

The room was super clean, I felt very good, I'll be back soon, this hotel is already my favorite

Front desk staff not accommodating and inefficient. Took long time to check out.

I had asked for a late checkout and was attended to in a rude manner the bathroom shower flower was cracked .the lady didn't even try .

They booked me into a filthy room and it was not updated. I learned from another white guest that his room was updated clean and wonderful. I feel as if I was given an outdated dirty room due to my race and being profiled when arriving. I had to request a new room and they moved me to another room. Very unpleasant experience.

No continental breakfast which was advertised, room was incredibly run down. Water damage in bathroom. Beds were uncomfortable, stained pillowcases. Was supposed to have a river view room and did not. Advertised jacuzzi tub which was not in working order. Terrance was closed.

Room felt neglected.

Room was very dark and no lighting options. The bathroom did not have any ventilation.

The room was clean and spacious. Check-in was fast and easy. Bed was very comfortable.

Breakfast was not good

Great locstion. Walking distance to Blue cross arena and Dinosaur BBQ. Big clean hotel easy to navigate hotel with parking garage attached.

$20 for dry overcooked food. Host of restaurant was very unfriendly and not accommodating at all.

My stay was very good

The hotel lacks a lot of amenities at $250/night price. The front desk staff was friendly. But unfortunately the rooms are in much needed renovation: pillows are worn out and completely flat, rust stains in the bathroom floors, curtains don’t close all the way, A/C vents are so dirty the room becomes an allergy inducing trap, tv has almost no watchable channels and movies cost $18.99 to rent. Not to mention it is not in the best part of town so getting food near by is almost impossible.

The room was so dark even with all the lights on

There was NO HOT Water! Couldn’t take a shower til the next morning.

Clean room. Friendly staff!@

Room was clean and comfortable however went for a concert and their boiler was broken so could t take shower the entire time plus housekeeping entered room prior to 9am on check out day. All that was offered was a $16 refund. I find that almost insulting when I couldn’t shower after work to get ready for event or even after the concert

Very clean room and friendly staff

All good

Cleanļ lip

the property had absolutely no service. Nobody helped with luggage. Luggage elevator was broken. I had to get the luggage cart, take two elevators, load up the cart and take two elevators back. Restaurant service was terrible. Do not stay.

Room was great. Need to be more environmentally friendly.

Rooms are a bit dated, specifically: Dirty tub drain, AC was uncontrollable, dark/poor lighting in room and corridors, elevator area. Door passkey would not work from Garage entry. Hotel overbooked, initially given single king over two queens which were booked for 4 people. Checked in at 11:30pm, five deep at the check-in counter and only one staff member who was stressed with a phone ringing off the hook, very slow check-in. Probably would not stay again.

Front desk staff was the worse, was not told about breakfast and I booked 2 queen beds and when I arrived I was told only a king bed was available. Terrible service!

The bed is ultra soft; awful to sleep. Although the room did not have carpeting, it smelled old and musty. Not with the money.

The rooms were far from clean and the beds were not conferrable and the pillows were flat. The towels were rough and scratchy not very soft at all. The room had a sticky feel far from clean for the price.

Very nice hotel. Parking ramp is somewhat of an obstacle course but you feel safe and secure. Hotel lobby and room was very clean. Breakfast had some issues like rotting bananas. The fruit for yogurt was just about empty. The French toast sticks were hard as a rock. Staff was very nice and accommodating.

The room was vry clean, the lobby was nice an always smelled good only thing i wish they had a microwave in the room. I loved how you had to have a code to get in and out of garage with made things safer

Room bathroom had a toilet issue where water was leaking into bathroom floor. Hotel was unable to move me into another room

From check in to check out, it was perfect. We had tickets to the Arena, and getting to the hotel and getting to the venue was easy. All good.

The hotel was just ok. We were looking forward to using the pool but turned out to be freezing and the hot tub doesn’t work as it’s boarded up. The pool area wasn’t very clean either. We asked for more soaps etc for the room and no one ever came with them. In general the stay was fine I suppose I just was hoping for more from a Hyatt.

Counter staff had attitude made service. I spoke no English second bed was requested took over a day to get showered. Didn’t work completely safe did not work. Refrigerator was frozen over. No privacy tag to hang on door made entered room made bed even with all of our stuff there but did not return the next day to try it again overall dissatisfied with this facility will not return 100%. It will not recommend this property to anyone.

Also staff were unfriendly. They were chatting themselves while I was trying to check in and I couldn’t hear what the other staff was saying.

I recently stayed at the Hyatt Regency in Rochester, NY, and unfortunately, my experience was not what I expected from a brand with Hyatt’s reputation. From the moment we arrived, the front desk staff set the wrong tone. They didn’t have my room ready at the check in time as promised by 3pm I didn’t get into a room until 9 O’clock pm the day of my check in.They were not welcoming, seemed disinterested, and came across as rude — not the kind of first impression anyone wants when checking in. Equally disappointing was the security staff, who were unfriendly and unapproachable, which made us feel uncomfortable during our stay. That said, I want to acknowledge the housekeeping team, who were excellent — our room was spotless and they stayed on top of everything throughout our stay. Also, kudos to the bar staff and the morning restaurant crew — they were kind, attentive, and genuinely welcoming, which was a refreshing contrast to the front desk experience. Overall, the service was hit or miss. While some teams clearly take pride in their work, others made the stay feel less than hospitable. Until the front desk and security staff improve their professionalism and attitude, I would think twice before booking here again.

The elevators were mostly not working during our stay, but the staff kindly supported the line using the Service Elevator, - unexpected but effective.

Th

We had an issue in one room and was moved to another. The other room had an issue in the bathroom. The elevator in Saturday was slow and we had to take the stairs. The hotel does need to be updated.

Two of the three elevators were broken and had been for days. That should be a priority when you have 25 floors. Also, the ice machine on the 22nd floor was broken, I was not going to wait an hour for the elevator to go to the ice machine on the 11th floor. Disappointing

Really dated, the escalators didn't work Carpet worn and dated/

Room was clean. The rooms are not sound proof but with a fan app it was totally fine.

Helpful staff , clean

They don't clean rooms

I usually stay at hyatt this was the worst. Bad. I would not recommend

Room was comfortable and clean. Great location. Had to wait for an elevator for a few minutes several times since one of the three was out of order.

Staff is nice. Property is falling apart

The room service was good.

I booked the Hyatt for a business trip at the recommendation of a colleague as it is supposed to be a clean and business friendly hotel. I was very disappointed. Wi-Fi did not work, there were no instructions anywhere. There was no DO NOT DISTURB sign in the room, so service came in supposedly to clean, but cleaned all of the things that did not matter. The tv remote plus Personal items were missing from my room, they then put all of my dirty laundry on the bed. Bizarre. I appreciated the two extra water bottles. However, there was a 60th birthday party hosted and the music was blasting until well after 9:00 p.m. noise curfew . Then, early on a Saturday morning when I should be sleeping in, service banged on my door at 8:00 a.m. asking when I was checking out. Because there were no instructions left in the room, I asked him if the checkout was at 11:00 and instead of responding he just said "Okay" and walked away, which left me very confused in my blearily wakened state. On top of everything else, as I was trying to check out, two elevators were out of order, and I had to wait 27 minutes to finally squeeze in with my heavy baggage to get downstairs. Naturally, I was late for my next appt. I will not be going to a Hyatt ever again. Especially not when they charge $280 per night and then charge another $20 for lackluster breakfast AND charge for parking. This is simply disappointing and poor management. Hyatt won't get any of my money ever again, in Rochester or anywhere else.

The maintenance staff came knocking on my door while I had left a do not disturb door sign. While they did I was in the middle of a business call and had to keep yelling to them that I’m in the room and do not want to be disturbed. Even so, they still began opening my door and mid call I had to begin yelling at them to get out. They clearly were so unprofessional and insistent on trying to get into my room. I specifically also informed the front desk when checking in that I did not also want to have the maintenance staff come to my room.

When I checked in it looked to be fine next morning I left for the day when I came back later that night the room was not restored bed was not made towels was not replaced upon the next day it was the same issue towels was not replaced an the bed was never remade. For this to a Hyatt regency I feel that it was unacceptable. I’ve stayed in other hotels that don’t set up to their standards and has had better service.

Nothing

The Hotel was Great , quite and close to where we were going.

Our day was fine and the room was clean, but while used. Requested our room to be turned over since we were on a two nights day and they didn’t do it, which was disappointing because we had guests with us.

Staff was very attentive to my needs and expidited my requests.

An empty room next door also had an alarm going off in the early morning that no one could turn off.

Kinda disappointed with this Hyatt…definitely not as prestigious as the other locations…only 3 star at best. Stayed here with my husband and 2 little kids for 3 nights and it was also our first time in Rochester. Location wasn’t the best, room was decent but very subpar to Hyatt standard, staff was pretty good. Our favorite part was probably the breakfast options and the servers at the breakfast restaurant were great. What I absolutely loathed was the shower. The water would literally run out while we’re showering. This is absolutely unacceptable! Imagine washing shampoo off your hair and soap off your face when the water runs out. Then you gotta stand there for a couple of minutes to wait for the water to come back. Hyatt seriously needs to fix this issue. For this reason alone, I do not recommend this hotel nor would I come back here. This Hyatt hotel is in dire need of a major renovation.

Floor is too dirty and dusty, too much wrinkling on pillowcases and bed sheet( hope they didn't reuse) , no curtain on the window( plastic blind doesn't block light at all) , receptionist almost threw the room key at me. Much more to say ..terrible terrible

Good

As a loyal Hyatt member for over three years, I was extremely disappointed to learn that the shuttle service prioritizes flight crew over paying guests. This experience left me feeling undervalued and frustrated. I hope Hyatt reconsiders this policy to ensure all guests receive equal and fair treatment.

No hot water in the room

Nice property, convenient check in and out. No complaints.

The room themselves are updated and well appointed, and seemed clean. The front desk staff was efficient and helpful. The restaurants were a disaster. I tried to get dinner at the bar on the main level (the only dinner option in the hotel) and only one person seemed to be working. He basically told me it would be a long time before he could get to me, so I had to go elsewhere (not a lot of options near the hotel and I didn't feel particularly safe walking during the evening). In the morning the coffee place had one person working and it was so slow people were just leaving.

Great location, the hotel staff and barternders were so friendly. I'd stay here again.

We had an issue with housekeeping as we stayed 2 nights and our room was never cleaned. Bedsheets were not changed, no new towels and garbage wasn't taken out even though we specifically requested this at reception on our way out the first morning and the person at reception confirmed they would sent someone to clean the room while we were away for the day. The housekeeping manager did apologize and offered to cover our daily parking fee and provided free breakfast for 4 the next morning. When we went to breakfast we were told it was cash or debit only and we couldn't sign breakfast to the room because their computer system was down. I explained we were instructed to sign the breakfast to the room as it was going to be compd. By the end of breakfast they provided a printout of the bill to sign to the room, however, when checking out this charge wasn't on the bill printed out since their computer was still down. I was assured a note was put on the account and I wouldn't be billed for breakfast. We just returned home and upon checking my CC statement I see that they did infact put through the breakfast charge so I will need to contact the hotel and try and get this straightened out. Definitely not a good experience going through this when travelling with 2 kids. Soft beds so if you like firm not for you.

Property was in a great location (close to U of R). The rooms and facilities appeared to be very nice and clean. The food options were lacking in availability, only open for specific hours not in-between like from 2-5pm. Bed was comfortable. Room next door was super loud, so walls are not not thick

Check in was super easy and the guest services rep was so nice! Had questions about the parking and i asked if i could get a room with a good view and the view was great! I believe her name was Abigail, i hope i am correct.

That was okay

It wasnt clean.

Room floor was still wet upon arrival at around 6pm and wasn’t informed that I had to pay for parking at check in. She only asked if I had a vehicle and gave me a parking pass.

Everything and everyone was wonderful.

The mattress in the room was very worn out. So uncomfortable.

Walls too thin. Very noisy

All the staff we encountered were very nice. We arrived a little early and were checked in. The hotel seems a little tired and in need of a re-fresh. For example the desk chair in our room has seen better days, as do the front desk chairs. The pool and pool area have seen better days. Our guest room was clean but could have been cleaned better (corners, etc were not swept well, wall in shower wasn't wiped down, minor mould, etc.). The hallway by our room smelled, as did some of the other carpet areas. We had dinner at the hotel and enjoyed the food.

Clean , staff was very nice will stay again

Only issue was the ac in the room had a loud rattle noise every time it kicked on that woke me up several times. Every thing else was great. Will definitely stay again.

Terrace was closed.

This property is located in downtown Rochester but is a ghost town on the weekend. Check in was quick,

Great experience, quick easy check-in. Clean and spacious rooms as well.

You can find better places

I always book a hotel with my stay but this one charge taxes and parking that they didn’t say I had to pay when I checked in. When I checked into the room the floor was still wet. Housekeeping wasn’t scheduled to come until the 3rd night of my 4 night stay. Just overall terrible and unexpected.

Too dirty on the street, no security by door

There was no microwave in the room.

I didn't like that there was no microwave in the room.

parking issue also just how you get from parking lot to hotel room was bit much .

great spot to be located in.

Housekeeping bangs on your door multiple times at 7am. They come to your door 40 minutes before checkout time & tell you it’s time to leave

Didn’t clean the room. Didn’t make the beds. Filthy elevators and charged for basic things. Will never go back again.

Husband and I had a night away without the kids. Good service, nice room.

All the staff we interacted with were very professional, helpful, and kind. We loved breakfast at Astor on Main . The coffee shop in the lobby was disappointing because it advertised bagels but didn't have these and weren't open on Sunday. We wish that overall the hotel could have been cleaner.

Bathroom is dirty. And our aheets were dirty

10

Cons: centrally located in downtown Rochester where running into homeless transients and drug addicts is guaranteed day & night; limited dining options within hotel especially in the evening; vending machines? Serious? Hotel is old and it shows. Don't be fooled by the name and pictures. Conclusion: overall OK; unsafe area; there are better options close by. Will not stay here again.

I was given a complimentary breakfast for free.

Pool was so cloudy you couldn’t even see the bottom in the shallow end. My girls wouldn’t even go in, and they’re 9 and 11 so if that doesn’t speak volumes when a child won’t even swim in it. Front desk staff wasn’t very friendly or welcoming. Rooms were dirty. The outdoor terrace which was one of the reasons I chose this hotel (plus pool and river view location) wasn’t even open. I paid extra for river view and it was definitely not what I would consider something to pay extra for.

The staff is fine. However the resturant which was used for breakfast was disgustingly dirty and ill kept. Especially the carpeted floor. The resurant on the lobby level was fine as well. It is just the breakfast area.

No hot water, definitely not a 4 star. Asked for the room to be cleaned and it was not. Terrible hotel and unfortunately not many options around.

When we got there they said they had no idea how we were able to book the room because they had no room available but they offered us vouchers if we would wait for them to prepare the room the shower leaked all over the floor there was two towels in the room no bedsheets for the pullout bed asked numerous times if we were gonna get the vouchers for food they said they would have towels sent to the room and send the vouchers for food they never sent anything and completely disregarded us at all cost and they also came knocking on our door at 9:30 in the morning asking us when we were leaving so they could clean the room the person who promised us a voucher her name was Victoria she did the bare minimum said words that seemed offering but never followed through with one thing besides the parking validation that she gave me with one room key I would never stay at this hotel again save your money don’t waste your time also I stayed in a VIP skyline so for 500 a night you would think this would not be the case I literally cannot wait to get off that property and never talk to a person there again

front desk was very nice

The bar staff was very attendant. Our room had a few issues: no daily room service, had to ask. Supposed to be cleaned every third day but was not. Tiny, tiny soap!! Parking pass did not work first time but did later.

Great hotel

The general feel was that our room was dirty, janky, and not in good repair. Staff was all right. Front end lobby person made it feel like it was a huge ordeal to print out a parking ticket pass.

Nice overall property. Rooms are very nice. Lobbyist ok. Area around hotel is ok but can be a little sketchy at night.

Floor water view was perfect choice.The restaurant on the lobby was by far the best during my stay. Cheryl was grate and welcoming , loved her margaritas, so was the DJ at the bar lol . Chris the GM was also very hospitable.Our experience was great loved that I was able to have a morning swim. I will definitely go back again Franny ….

When we arrived to check in, however, the front desk staff was not helpful. She was not able to check on availability, not able to offer information about rates, and not able to reserve us a room. Instead, we were told to "use an online reservation" app. (Luckily, I have Expedia.) While we waited for the reservation to go through, she resumed her scrolling on her phone. I'd also like to mention that though the room could accommodate four guests, it had 3 bath towels, 2 hand towels, and 1 washcloth. When we inquired about that, the front desk staff told us the management had out-sourced laundry services, and that is what we get. Though my previous stays here were pleasant, this time I was disappointed, especially since I was taking family on this trip.

My flight was cancelled and I never made it to New York to have the opportunity to stay at the hotel and they refused to refund my payment for a stay I never took due to delayed then canceled flight

Had issues with shower in the first room and got assigned new room. However had toilet issues. And beds were not comfortable.

Ok

They are just wonderful..had a fantastic time. Hotel staff was top notch!!!

Loved the stay and staff but I would suggest better lighting in rooms when you walk into the door in front of mirror not enough lighting to utilize the mirror.

Very reasonable place to stay. Good value

Bad cleanings,terrible service. 4 guests only serve 2 towels. Next day requested extras from afternoon till 11:30PM – none arrived. Mini shampoo bottles obviously not enough for families with long hair, next-day refill requests ignored forever。Friends’ room had same issues. Pool was cold, hot tub closed, zero towels despite calling twice, nothing comes before we leave . Also the bathroom sink faucet is very weak and shower presses is poor. Never again.

Staying at the hotel was despicable NOTHING WAS CLEAN the lobby bathrooms were soapless and dirty upon checking in..after going into our room provided to wind down after long travel and shower after uncomfortably due to the crack that was unsatisfying the shower had a large crack with a patch job on it that wore down that the crack reopened and flooded the wall behind the door and suite floor midway to the bed including the carpet outside of our suit only to call the front desk for help maintenance came to clean it up and to my surprise not with a mop of clean water but with a PILLOWCASE! never to show up again total health concern! we don't think we will be back at all because this is inappropriate paying over $1000 for a stay that was intended solely for engagement purposes is outrageous and unacceptable would you stay at a place with your family in these disappointing conditions, our complaint was brushed off we felt brushed off. Completely UNACCEPTABLE!

Overall, nice hotel with everything needed onsite. Downside, have to pay for parking (hotels need to have free parking), elevator dings loudly all night and hotel room doors, not sound or light proof.

The room was smaller than I had expected and just a stale blank room. I paid extra for a higher floor, we were placed on 17th. I had called ahead and requested a room above the 20th. Apparently none were available but the hotel wasn’t very busy. Not a soul in the lounge. The hot tub was covered and off, another disappointment. For $280 a night I had expected something a bit more luxe as I have gotten in the past. Wouldn’t recommend.

The room cleanliness was not up to par especially the shower. The bed didn’t have a fitted sheet, just a flat sheet that didn’t fit well and kept coming off, kind of odd especially for the price per night

Construction every where

It was a truly subpar experience for the price. Staff were hesitant (and sometimes completely unwilling) to fulfill basic hospitality requests (e.g., bring fresh towels, remove trash from rooms, make beds). Stay somewhere else if you can.

While the front desk staff were friendly and helpful, the overall cleanliness did not meet our expectations, especially compared to other Hyatt locations we've stayed at in different states. Unfortunately, this experience did not reflect the standard we’ve come to expect from the brand.

The staff was very accommodating

receptionist not good

When we arrived, the sheets were not clean. I brought a pillow cover that was stained to the reception. No surprised answer, no apologies. They told me that they would send clean sheets to the room. When we came back from dinner, there was a plastic bag on the floor with the sheets. We had to change the sheets ourselves. Disgusting!

very good, fan in bathroom would be nice though- room became moist af after shower

Really nice place

Clean room and bathroom but a little noisy. Windows, has molds, need be cleaned

convenience of location

The room had a musty smell. The sink in the bathroom did not have cold water running from the sink, and if it did, it was a trinkle at best. The walls were very thin. We can hear clearly the kids next door and if I wanted to I could probably have a conversation with them at a normal level. The elevator dings were extremely loud. We weren’t even the room nearest to the elevators and it woke me up several times. I’m really not sure why they needed to be so loud, especially in the middle of the night. With how much we payed for this room and the Hyatt name being related to it, I was not very thrilled with the overall stay. I left tired and disappointed. Maybe validated parking should be included since nothing else is?

great staff and clean location

Nice location. $150 deposit required. Parking is not free $12 a day. Downtown area close to everything

Staff is definitely “urban” and downtown Rochester totally sucks but the Hyatt is the last bastion of civilization in the jungle.

Room was clean but stuff behind clothes rack. Quiet area. No valet parking. Breakfast was good. Will go back

N/a

Free breakfast is perfect!

Staff are great. Room is clean and comfortable. Pool smells dirty, like lake water. On the morning that we are going to check out, we got a knock on our door 2x one at 8am and then another at 8:30. Checm out is at 11am.

Lobby and elevator were actually filthy. Room was clean. Bar nice. Bar food awful.

Just what we need!

Nice property with several food and drink options. But room was disappointing. Heat kicked on a lot at first and then never came on again. Heater makes a weird noise when heat cycle ended. No soap. When I asked for some they brought 1 small bar. Inadequate towels. Phone is missing cord from handset to base. Alarm in another room went off at 6 and no one was there so rang until it automatically stopped. Someone was banging around in the hall before that. Rooms are not quiet at all and fan does not run to drown sounds out. Only 3 ice machines for hotel of over 20 floors.

Good for quick trip

Upon arrival at the Front Desk, the person behind the desk was very polite. At one point I thought she might be reading from a card as she spoke of all the amenities of the hotel, the two restaurants and hours serving. She was extremely polite and made it a good start for my stay.

Stayed for one night, got a knock at the door at 8:30am from housekeeping asking when we were leaving (which I thought was rude and too early) then again at 10:00am when checkout isn’t until 11:00am. After our stay, I realized my card had been charged 3 times for the deposit and it took calling 3 times to actually get ahold of the manager and get it resolved.

Quiet and cozy

Had a clogged toilet, so I was brought a plunger to unclog it myself. Shower water was warm Saturday morning, freezing Sunday morning. Only given one washcloth for 3 people. Asked for additional towels and did not receive them.

I’ve came to this hotel 3 years in a row…. Every year it got worse. Always a parking garage elevator broke, escalators not working from lobby to ballroom, only 2 of 3 elevators inside hotel work. If it wasn’t for the front desk people I would have left as soon as I got there.

There were plumbing issues in my room that needed to be fixed and I was given towels with questionable brown stains on them. I will not be returning to this hotel

Bed was horrible. I had to literally purchase a styrofoam crate to sleep on. That didn't help much, maintenance had to come inand remove the mattress altogether.

Love it

The staff were all great. The bartender did a great job mixing up some tasty off menu cocktails. The building is a bit older and the parkade is rough but we thoroughly enjoyed our stay.

Good simple hotel, close to everything downtown.

The cleanness should be improved.

To start, the service at reception was disappointing. The ladies at the front desk were curt and unwelcoming, which set a poor tone for the stay. The issues with our room were even more concerning. There weren’t enough towels when we arrived, and we noticed the wallpaper peeling off the walls, as well water marks on the ceiling and wall. We had to report the issue to reception, who placed a work order, but it felt like something that should have been addressed before guests arrived. Our key cards also stopped working twice, requiring us to go back to reception to resolve the issue—an unnecessary inconvenience. After our second night, we requested room service. Instead of the full service we anticipated, only towels were dropped off, leaving the room otherwise unattended. Overall, this stay was a letdown compared to our previous visit. The lack of attention to detail and subpar service made it feel far from the standard we’ve come to expect from Hyatt Regency. We hope these issues are addressed for future guests.

I would not recommend it.

Hotel rooms were clean and comfortable. I noticed the pool was not clean and not managed well. Breakfast was not included even though i filtered on breakfast included option. I felt the price is too high for the stay.

There was no heat in the lobby and the only place that you could be warm was the hotel room. Hoping this will be fixed for other guests to enjoy the lobby bar.

The service was outstanding

We were on the 24th floor and the view was amazing

I walked in to the hotel to a screeching escalator and a pool closure. The room itself was average hotel room. The bathroom was cleanish with a shredded shower curtain that was way too small and didn't cover the whole shower area. The coffee shop on the main floor looked promising but the employee working was not engaging and I felt like a big inconvenience. But who would like to work there if you had to listen to the screeching of the escalator.

Ok

Staff were polite and helpful, and went out of their way to help.

The pool was never open. The toilet clogged. Restaurants and cafe hours did not match postings. Coffee pot in room didn’t work. Had to change rooms. No nearby restaurants or shopping. Impossible to find nearby places to eat. Close to Blue Cross Arena.

Perfect to get to the Blue Cross Centre.

Smooth check in with friendly staff!

Great location to stay for a wedding at the Winter Garden

Jessica , the bartender/waitress was AMAZING! The staff at the check in desk did not do their job. I asked for our room to be turned over. I gave her our room number and she said that she will make sure that it would get done ; it didn’t . Also , more disturbing, it that someone tried to get into our room which was very scary and unsettling . When I told a different staff member when checking out, she said she would look into it .. couldn’t be bothered . Also, it would be nice if they had a continental breakfast like most hotels in the area offer .

Nice service

Better service and accommodations

Friendly staff. Checked in and the a/c wasnt working. Cakked the front desk and informed them. Went to dinner and came back and it was fixed! Great response!

There was a party on the 25th floor on Tuesday, partygoers were extremely loud, obnoxious, even visibly drunk, maybe even under the influence well into the night, past midnight. Obvious disregard for others, since it was a Tuesday night.

Be aware room is extremely loud. AC wall unit is so loud it will wake you when it comes on and when it turns off extremely loud even for a hotel- made getting any amount of sleep difficult, and the walls are thin you can hear everything in your room elevators and people on other floors very very loud rooms. Nothing awful and nothing great if I visit Rochester again I wouldn’t stay here again simply because there has to be something better for the $$ and the bar staff seemed less than happy to have anyone sit at the bar both evenings we stopped for a drink it was almost as if they were annoyed. Check in took forever due to a slow wifi, maybe it’s me but seems like for a Hyatt I had higher expectations of my stay experience.

Excelente

Clean room & very comfortable beds. A little noisy but I’m a light sleeper. Was in town for an event at the convention Ctr. Very convenient to have covered access to the convention directly from the hotel and convenient parking too.

Didn’t get a good view as I wished for.

Nice and comfortable

Bernard at the front desk was super helpful.

Good stay! Staff was friendly and kind. Would stay here again!

The rooms have dark laminate wooden floors with absolute no vibe or comfort - they lack any form of comfort. The views of the room we had were of derelict buildings and rooftops. There is zero dining atmosphere and to be honest it had the feeling of a funeral home. The area surrounding it has derelict buildings and travelling with my wife and daughter it just felt unsafe. Sorry but not going to recommend this and Hyatt needs to remedy this property as a priority….

All round great stay. Didn’t get to enjoy the food options of the hotel but it was well located and very clean.

It was a very nice experience. Odd there was no carpet in the rooms. But still very nice rooms. Definitely would recommend & visit again.

everything

The view southwest over Rochester is great. 2/3 of the elevators were off, so not real safe and made us wait or take the stairs.

The hot tub is permanently closed and should not advertise that their is o e as it’s false advertising and our show curtain had major holes which not the end of the world but definitely not the image that Hyatt wants to represent.

Perfect

This is the worst hotel I’ve ever stayed. We traveled with kids, it is not safe. Or even I should say it was life threatening. The shower glass door is broken and was lying on the other door. It could fall off and hit the person who’s taking shower at any time. We were super careful because it seems could fall in a second. We noticed that after we went in shower, naked and unpacked all luggages. The front desk offered to ask someone to take a look. But it was almost 11pm and we have kids with us. Please check the room around before we decide to stay. A terrible horrible experience.

Bad management. Air conditioning is very noisy. The room sound insulation is very bad. The breakfast buffet had very little choice. Restaurant needs better arrangements.

Was woken up multiple times throughout the night by loud talking/shouting and even screaming from the hallway. Tried to take a shower before leaving in the morning and the shower didn’t work at all, not a single drop of water

The hotel IT system is a disaster. The poor front desk team has a nightmare to make it work. Hyatt needs to invest in IT.

N/A

Staff was amazing.

The site sells the room as queen beds, but in reality it is a double.

They do not provide turn down services on the weekend so we have to request new towels and toiletries. We called down to the front desk to request towels and none arrived. It was late at night so we did not bother to call again because we needed to go to bed. Approached front desk the next day and they were quick to fix their mistake and towels and toiletries were delivered promptly. Only 1 out of their 3 ice machines worked.

Clean property

Service was excellent

Huge cobweb in my room the entire stay over the bed. Gym never restocked with towels. Doesn't feel like a Hyatt

Great experience. Friendly staff, quick check-in/check-out process, and clean rooms.

The parking lot entrances/exits were closed at times. Ice machines were only working on one floor, when 3 were designated ice floors. Staff were not aware of their non functioning. Only 2 elevators were in service.

Inconvenience of hotel parking

Upon check in we were taken care of right away and at check out the woman at the front desk was very friendly. We learned that she loves to come to Canada so we shared some tips on where to visit near us. Everyone was very friendly and helpful! I would highly recommend this location for your next trip to Rochester!

Room service was terrible. House keeping never came n took out garbage in 4 days. I had to go numerous time n ask for towels n wash clothes n still no service. I would never recommend this places to anyone

We had a random noise complaint at 730 pm which was uncalled for. We just checked in with 2 young kids 3yo and 1yo overtired and crying a little. Staff said they will move the complainer understanding we have young kids.

The property seemed nice but my room had definitely seen better days. The shower was pretty gross and the wall paper was discolored and peeling. Definitely not what I was expecting for the price of the Hyatt name. Also we chose this location because it seemed like there were some local dining/bar options we could walk to but we didn't feel safe walking so it was a waste for us.

Everything was fine.

Every thing was great. Like every time I stay here, I always leave happy

Great service

Great hotel for staying in Rochester city centre. Delicious breakfast. Great bar

Issues with the room - the primary door wouldn't close unless you put your shoulder into it. Shower handle broke and we called it in only to find out after no one showed up that there weren't any maintenance personnel on site that day. So they had to get us another room to take a shower.

The staff at the front desk were incredibly kind. Chris in events/catering/management was AWESOME and SO accommodating. He deserves a shout out for helping a guest and making their stay. I would come back based on Chris alone.

The hotel and its location were great.

Everything was perfect.

Was a good stay. Location was perfect.Up to date rooms with USB. Needed help with room safe and quick response. Only knock was EV chargers not working.