Hyatt Regency Rochester

As a Hyatt Globalist, I stay at this property every time I visit Rochester. My most recent visit was better than others in the past, there were no glaring deficiencies. It does however still have a way to go to match my normally excellent experience with Hyatt. My room's alarm clock was left turned on, waking me at 4 in the morning. The elevators make all kinds of loud rings/beeps that should be turned off at night- it's was really audible in my room. Also, despite being in city, the elevators have no security and anyone can use them to access room floors (no key reader). This is a Hyatt category 1 property (not very common), maybe these kind of gaps are just what you get when you stay at a lowest tier property.

Comically bad on every level. I hardly know where to begin. I had to pound on the glass to get in for a late night arrival. After being admitted, I was told the printer would require a while to print my prepaid parking, but to park the car and use the key to get back in and retrieve it. Of course the key didn't work. Wandered through basements and convention corridors at midnight trying to get back to get in again. Complimentary breakfast was far from a compliment, including understaffing and finally the presentation of a final bill before getting served the food, which was forgotten. It was indeed forgettable when it did arrive! As my parting shot, I decided to order a Latte from the coffee bar on the main floor. I was the only customer within sight. Two employees, despite not customer, were intensely engaged in their cell phones and were clearly interrupted by my request, and later wanted to do nothing but argue when I told them the coffee appeared to have been omitted, and it was all cream. I was told "that's how lattes taste." The entire experience could have been a Saturday Night Live skit, without any editing.

Downtown Rochester is so lucky to have this hotel. It's just a great hotel that gives a bit of sophistication to the downtown. Great rooms, great views, and a really nice place to stay. Staff were super friendly and we enjoyed our stay.

The lobby area and bar/restaurant area are freezing. To sit in a bar and shiver while you eat is ridiculous. The poor staff behind the bar have no heaters to stay warm, unlike the front desk. There was one heater in the bar that the bartender put on top of the bar to keep several guests warm, apparently this heater was purchased by the associate. Management really need to step up and do something for both the staff and guests. Please if you respond to this comment, don’t respond with the blanket response thank you for your feedback we will look into this. Respond with what you are going to do to correct the situation. I chose the Hyatt based on the reputation, that was a mistake.

Bernard is AMAZING! He accommodated us last minute, our flights were cancelled due to winter storm! He immediately helped us check in and made this experience much easier, we will definitely come back 🌟🌟🌟🌟🌟 and beyond for Bernard!

dirty hotel, rude workers not accommodating at all. couldn't the room clean during our whole stay. there were mice in the lobby and rats in the parking garage

One

One bed was, had a big section collapsed.