Hyatt House Rochester/Mayo Clinic Area

We spent 9 days here in a room with two queen beds and a kitchenette. It was spacious and had the dishes, mugs, and utensils we needed for an extended stay. I'd definitely recommend this hotel for anyone visiting the Mayo Clinic. The location was handy for the clinic and nearby places to eat. To help with travel costs, they provided free breakfast, evening soup, a Mayo Clinic shuttle, and laundry pods and dryer sheets at no charge. Jenny, Angie, Sybil, Scott at the front desk, and Paul, who makes the soup and helps out all around, made us feel like we were with old friends. They went out of their way for us. We're from New Orleans, and their hospitality reminded us of home. They understand that many guests are there for serious medical care, and they treated us with real kindness.

We had a great stay for two weeks while I was being seen at Mayo Clinic, until the incident on our final night. I'm sick and weak and sleep a lot. A basketball tournament was in town, and from the kids' arrival they were running through the halls, yelling, riding the elevators for hours while their parents were at the bar, and ringing rooms before running off. Then they started banging on our door so hard that I jumped up from the couch and yelled in fright. My mom caught one boy and said, “let's go tell your mom what you did.” They went to the parents' room. The family was African American. The boy immediately said my mom had “grabbed” him, and his mother started screaming at my mom before we could explain. I stepped in and said she would not speak to my mom that way. My mom took me by the arm and said, “let's go.” The woman yelled that she was calling the police, and we kept walking. About five minutes later, she began beating on our door and yelling, “YOU CALLED MY SON THE (N) WORD”. That absolutely did not happen. We would never use that term. Several parents then came to our door and harassed us. We ignored them until police arrived and handled it. Management told us to leave because the mother claimed we'd used those words. I want them to check the cameras: there was no touching of the child and no (n) word. I've never experienced this kind of discrimination before. Hyatt house had been our home for two weeks, and management made a sick patient leave at 10 pm. We had to pay for another hotel at the last minute. We were the ones attacked, yet they removed us instead of dealing with the problem. I'm very disappointed by management's negligence and decision. We had complained to the front desk several times about the kids and were told they were hearing the same complaints. One time management said, “we are hoping someone opens the door and scares them, so they stop”. Jenny and Johnnie, though, are absolutely fabulous. You couldn't ask for two better hotel staff, and I'll give them full credit.

We usually come to Rochester for Mayo Clinic appointments, and this hotel will be our only choice when we're back. The complimentary shuttle was easy to figure out and made hospital visits less stressful. Breakfast was great, the staff were friendly and quick to help with my questions, and the price was good. Our room and bathroom were clean.

The clean, comfortable, quiet rooms were appreciated, but the staff are what make this place special. In all my years of travel and hotel stays, I've never met a team so dedicated to making every guest feel welcome and at ease. Angie, Maria, and Johnny, along with everyone else, made us feel like family. They were thoughtful, attentive, and caring. Most guests are here for healthcare at Mayo Clinic, and the staff understand that. They go out of their way to make the stay easier, treating each guest as if they were the only one there. That kind of welcome is rare.