Homewood Suites by Hilton Rochester/Henrietta

Our second room had a sink that looked like someone had vomited in it and it dried that way. There was also something shoved into a hole in the ceiling near a fire sprinkler, which you're not supposed to touch in case it goes off. We reported it to Morgan, who said he'd written a work order to have it cleaned, but nobody came the next day. The next morning a friendly woman at the desk promised to make sure it was cleaned and offered bonus points. Neither happened. When we returned that night, it was still dirty and speckled with something disgusting. I want a refund for the whole stay. Cleaning problems can happen, but don't lie to guests. I won't hold my breath for the points. It's hard to believe Hilton puts its name on this place. The first room was filthy too: blood on the comforter, hairs and fuzz on the sheets, and terrible shower stains, maybe more blood. We showed Morgan pictures when we went back downstairs, and he reluctantly gave us another room. At check-in, Morgan was rude, ignored our Gold member status, and gave us attitude about the water bottles. I've never had a worse experience at a Hilton property. 1/5. Do. Not. Recommend. At. All.

When we want to get away at the last minute, we usually choose a Homewood suites hotel. This overnight trip was enjoyable too. Their rooms are consistently clean and comfortable, with a full-size fridge and a cooking area that comes with a few pots and pans. We like being able to eat in instead of relying on fast food. The complimentary breakfast is another plus.

The hot shower had good pressure, but the tub barely drained, so I ended up standing in ankle-deep water. We also only had three towels and no bath mat. At 11:45 pm, the front door was still unlocked even though the sign said it locks at 11:00. The room was dirty. There was a fingernail on the bathroom floor and something in the tub and on the bed cover. Morgan moved us to another room, which was cleaner, though the kitchen sink was disgusting. I asked Morgan to have it cleaned the next day, but nobody came. A desk attendant said she'd arrange cleaning and Hilton points for the trouble, but neither happened. Another attendant wrote down and highlighted the cleaning request, and the sink was finally cleaned that evening. At check-in, Morgan told us water was only for platinum members and said we were silver, though we're currently gold. He reluctantly gave us two bottles anyway, and the TV welcome screen in our room said gold member. Every Hilton we've stayed at has offered water at any level. This didn't meet Hilton's standards. At checkout, Tito was the only person to apologize, and he made things right. Thank you, Tito.

The pillows looked supportive but flattened so much that my head sank almost to the mattress. The pool was okay, though the air around it was warm and the water colder than most people would probably want. The location worked well for us: easy access to the highway and near a shopping center with lots of food choices. The shower pressure was great, and the water got hot quickly.