Hampton Inn & Suites Rochester/Henrietta

Darleen and Jordan (Night Audit) made the stay with their exceptional hospitality. I had a great 7 day visit at this newly renovated property (Dec 2025), where everything is brand new. A few small changes would help, like adding hand washes in all the rooms and moving the TV mount out a little so the screen can be adjusted to different angles.

When I called about the problems, the hotel said it couldn't refund us and told us to contact the third-party booking company. Priceline said it had to call the hotel, then told us the manager denied the request and nothing could be done. That's more than a poor customer experience. They simply refused to make it right. We'd planned to stay over Thanksgiving, but my 5 year old was sick the first night. Then we learned most amenities weren't available, including the pool, which had been advertised and was a must for my kids. The floor was torn up and there was dust everywhere. I wasn't comfortable bringing my 5 yr old or 1 yr old into that environment. I wouldn't recommend this hotel to anyone looking for transparency, integrity, or a positive customer experience.

The hotel was clean and quiet, and breakfast was much like what I've had at other Hampton properties. I stayed for 2 day's. Since construction was going on, breakfast was being served elsewhere, and the desk clerk showed me where and offered me water. I'd checked in through the app and picked a room, but it told me to check in at the desk when I arrived. The woman there said my chosen room wasn't ready, so she upgraded me to another room on the same floor.

There wasn't much to like. The refrigerator didn't work, the pool was closed, and every restaurant was closed for all three nights. There wasn't even coffee in the morning. The A/C unit was filthy and we had no hot water. The one bright spot was the pleasant guy who tried to get the hot water working.