Homewood Suites by Hilton Rochester/Greece, NY

Our son moved to Rochester, so we'll definitely stay here whenever we visit. We checked in and out through the app, and it all went smoothly. The suite was clean, updated, and spacious, and the free breakfast had lots of variety. We were pleasantly surprised. Highly recommend it, everything was great!

The front desk staff were so welcoming and friendly, which was a huge plus. The room was very nice, and the location was convenient for different restaurants. It's a safe, clean, pet-friendly place. Breakfast was totally fine, with eggs, meat, breads, oatmeal, waffles, overnight oats and chia, seeds, fruit, juices, and more. The only complaint was that EV charging was a tad pricey.

After staying at this hotel, I ended up with scabies and bedbugs. I called to report the bites, but they did nothing: no concern, help, or accountability. It was extremely stressful and unacceptable. Guest safety and cleanliness should matter, and it clearly doesn't here. I'm warning others not to stay. To answer your response, is this enough proof? Paul

I stay here a lot, and I have nothing bad to say about the hotel itself. The staff provide great service, but management initially disappointed me after I got sick and contagious before a Sunday stay. It was prepaid and non-refundable. I didn't ask for a refund, only a discount on a future visit. I was told to contact management Monday. I left a voicemail for Patrick, the director of sales, with no call back, then one for Karen, the GM, on Tuesday, also with no call back. On Wednesday afternoon, I called again. Both were there but apparently too busy to speak with a guest. I was told to call Hilton because they'd received my money. Hilton said the hotel had already been paid and contacted them, but the hotel didn't want to help. Hilton didn't refund me, which was fine as I hadn't expected one, but they did help and kept me a happy customer. Update: Pat, the Director of Sales, reached out and explained some things about the call. He was professional, took responsibility for not calling back, apologized for miscommunication, and offered a resolution. As I said, the staff are great, and management isn't too bad either. I've been a loyal guest and will remain one. Changing my rating to five stars all around.