DoubleTree by Hilton Rochester

The indoor pool and gym looked top notch, though I didn’t use them. Having a café and bar/restaurant on site was convenient in bad weather, and the front desk attendant was kind and personable. I booked at the last minute due to travel arrangements, and the price was reasonable. But renovations left dirt and dust trails in the halls. In the morning, I was disappointed to learn there was no complimentary breakfast buffet. The omelet I ordered wasn’t impressive, and the two meal charges on my emailed bill were wrong, so I’ll need to call to get them fixed. The heating unit was very loud and woke me a couple of times. It was a fair stay, but it could’ve been better.

The staff made the stay for me. John at the front desk sorted out a blown bulb in the desk lamp quickly after I contacted him by chat, with Jarvis, the Chief Engineer, taking care of it. Chrissy at the desk and Sarah from housekeeping were welcoming and accommodating, and Sarah was especially upbeat and proud of her work. I spent a lot of time in the room because of the weather and reports I had to finish, and I’d be happy to return in a couple of months. My room, 613, was spacious and clean, with a comfortable bed and furnishings that were fine but a little worn. The lobby was nice; the quick elevator looked tired from years of use. I used the app for contactless check-in and a digital key, and it all worked smoothly. I’d read the harsh reviews, but the hotel was close to my client, recently renovated, and had plenty of nearby dining options, so I gave it a try. I had no hot-water trouble after check-in or at 6:30 the next morning, despite a recent review mentioning it. Breakfast was okay. The server seemed a little overwhelmed by the guests but did her best and kept up.

John, the front desk supervisor, was professional, thorough, and friendly. The location worked perfectly for us, with lots of shopping and dining nearby, and we had no other problems. There are fireplaces and a lounge inside, which was nice. It’s an old hotel that’s been remodeled. The one annoyance was hearing other guests’ doors slam every night. We were on the first floor, and I couldn’t tell whether the heavy doors caused it or people were just being inconsiderate. I’d stay again.

This is the second year in a row athletes have been treated poorly here, even though we were told things would improve. For the NYS girls golf championships, there were three or four girls in a room, but at check-in one towel was dirty, leaving just one usable towel. When they called the front desk, they were told it would be a while. The hotel knows how many people are assigned to each room. It’s not okay to leave guests short on towels and then make them wait when they report it.