Hyatt Regency Rochester

The hotel itself was not terrible, and overall my stay was acceptable. However, my experience was significantly impacted by how a lost item was handled. I lost a very meaningful personal item, and I was confident it was left in my room. Unfortunately, it took multiple phone calls and online chats before anyone truly listened to my concern. One gentleman I spoke with was very kind and understanding—he took the time to call me back and check with housekeeping, although I was initially told the item was not found. After reaching out for a third time, I finally convinced another staff member to have housekeeping thoroughly check the room while FaceTiming me. While they stated they would FaceTime, they entered the room without calling me. Thankfully, during that search, they did locate my item. I am grateful that the item was eventually found, but the process to get to that point was frustrating and stressful. Better communication, responsiveness, and follow-through would have made a big difference. I hope the hotel can improve how lost item concerns are handled in the future.

The lobby was nice.

Our room wasn’t clean enough. There was a used bar of soap in the shower which tells me it didn’t get cleaned and the corners were dirty in the bathroom and the bed linens were gray instead of a clean white.

I did not eat breakfast at this location.

The showers are a little tricky to figure out. The internet was terrible, from having no connection at all, to having intermittent connection. Staff varied from being kind of helpful, to not really helpful at all.

Om