DoubleTree by Hilton Rochester

We stayed for 5 nights. Worst hotel I have stayed in many years. Three different our room never got serviced. The 2nd morning we discovered that the bed spread had big red blotches on it. Not sure if it was make up or blood marks. I have pictures. This not just spots, it was a big area. House keeping was the worst. Hall carpet was not cleaned all the time we were there. We know this because of the small pieces of paper on the floor. Our room floor never got cleaned. We could not get any hand towels till the last day we were there. The exercise room was dirty. No wipes to wipe the equipment off after working out. Only 2 machine were working. Dirty towels were left there all week that were there. We were told by a person there that the new manger was there and cutting corners. Refrigerator in our room froze every thing we put it All these thing were brought to the front desk and nothing was ever done about. I have stayed in many Hilton hotels Over the years. Never have I ever had this kind of experience.

It was off the highway

The heat didn't work in the room, no hangers inside the closet to hang your belongings

The pool was nice, but i had a worker yell at my children that they needed a parent before they went in. I was about 6 steps behind them. Then we enter the pool area, and there were extremely rowdy hockey team in there with no parents who made the pool unenjoyable.

My room was not ready when i arrived at 6pm! I had 1 towel, no wash clothes shampoo and conditioner both empty. For the price I was pretty disappointed.

Convenient

Front desk /check in process is chaos. Two years in a row, our rooms weren’t ready at check in; and they couldn’t care less. We waited in the lobby 1+ hours for our rooms. No apology, no discount, no cookies ready…. This year there were about 40 other people waiting for their rooms to be ready after scheduled/posted check in time.

First off, I NEVER leave reviews… Before going to bed I brushed my teeth & the sink stopper was down & I couldn’t get it out. Nor is there a lever to get it up/out. So the sink filled with water. The beds are very comfortable & it was quiet all around. (The reason for the 2-star, otherwise it would’ve been a 1) Then I woke up to shower. I rushed my teeth & turned the water off to stop the sink from filling. I had the shower on for the 2 minutes I was brushing. The water NEVER got even warm, even after running for multiple minutes. I had to take a frigid cold shower when the outside temperature was like 10°. There was snow on the ground and the parking lot was full of it. Absolutely untouched with a plow or any kind of salt. I bet if it was 95° outside, I’d enjoy the cold shower & bird bath sink and this place would get maybe 4 stars. But overall not a good experience.

The staff, while in completely unprofessional attire, were very helpful and friendly. Parking was good and once renovations are finished it will be a very nice hotel.

The facility is under construction so there were a lot of issues around that. The back door to the hotel was always open so anyone could access the facility at any time. The front desk staff often looked like construction workers or kitchen staff. They were helpful but it was disconcerting. At one point no elevators were working, which was inconvenient for guests. Towels that were put on the floor and meant to be laundered were instead refolded and put back on the shelf for reuse. Gross. The lamp in the room was broken and had to be replaced. Not enough outlets. No makeup mirror in the bathroom. The door to the room had to be manually closed, it didn't automatically close when you let go, it just stayed ajar. It also made a loud noise when opened. Cleaning staff could have been better but there probably just weren't enough of them to get everything done.