DoubleTree by Hilton Rochester

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 hotel was beautiful, the lobby was absolutely beautiful

They have to make sure the floor by the elevator is kept dry. People tracking water from the pool makes the floor very slippery. I almost fell twice yesterday and then again this morning. Someone could really get hurt. I was able to catch myself. I thank God my daughter was there

Breakfast hours were not as described

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

The gentleman who checked us in was very attentive and professional. 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.

Hotel currently under renovation: 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

The trees around the lobby are so beautiful, it creates a great ambience. The bar near the lobby is comfortable and affordable.

We were playing a show in Webster and were graciously put up at this beautiful hotel. Best part was the little restaurant in the main sort of central/courtyard area. Food was amazing. Staff was super polite. Rooms were wonderful. The trees really add a super special vibe to the whole place! Gives it the feeling of a tropical resort. And who doesn’t like that?? 5/5 would recommend to anyone.

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.