Hyatt Regency Rochester

The front desk staff were pleasant and helpful, but I wouldn't stay here again. The facility seems like it's barely holding on. The escalators between the lobby and ballroom were out of service, and the pool was closed. The rooms were humid, and the AC couldn't keep up. I often woke up sweating and had to sleep on top of the sheets. The “pillows” were little square cushions. Every morning at 8, a cleaning employee on my floor yelled on the phone. You could hear everything around you, so sleeping in wasn't possible.

I was here for work for 30 hours and was comfortable. Rochester is a laid-back town, so come expecting something different from New York City. They are doing their best, and once you accept that, you can appreciate the difference. Customer service at the front desk was lovely, especially the guy with purple hair. I'm an African-American woman, and I wasn't too happy with the dark-skinned African-American woman working during the day because she locked the door at 6 o'clock. I had to go downstairs to let in my door dash delivery. The van drivers for the shuttle were some of the nicest guys you'd ever meet. The bed was clean and uncomfortable, and they could upgrade the pillows. My room had no smells, the door locked, and the cable worked. Wi-Fi was slow. Overall, it was a good stay for Rochester, New York. I wouldn't use the vending machine, though, since it charges $10 for anything you take out, even one soda.

The room on the 16th floor smelled strongly of marijuana from the bathroom. The odor lasted for two of my three nights and made the room very unpleasant. Also, it was never cleaned during my entire three-night stay. When I came back on the second afternoon, it was untouched, so I called right away and politely asked for housekeeping the next day. On the following afternoon, it still hadn't been serviced. I also asked to change rooms. They said they'd check about moving me the next day, but it never happened. Every time I called, I got an apology and an assurance that things would be fixed, yet nothing changed. The phone support was mediocre, and the staff failed to meet even basic expectations. This was by far my worst hotel stay. For a Hyatt property, the service was shockingly poor and didn't fit the brand's reputation. I don't recommend it to anyone. I left extremely disappointed by an experience far below what I'd expect at a Hyatt hotel.

After the first room's problems, we were moved to a second one, but that room had old food in the refrigerator, some of it dated about 10 days earlier. When I raised this with the front desk, I was told no other rooms were available and I'd have to take it up with Expedia. The staff member was courteous, but we were left without a solution. In the initial room, my wife and I found a crusty white substance on the wall and floor. It didn't look like cleaning product, food, or drink, but like a mess left by a previous guest. The floor was sticky, and there was visible hair around the bathroom sink and shower. We booked through Expedia, and the room clearly hadn't been properly cleaned or inspected. I grew up in Rochester and have stayed at many hotels, but this was one of the worst experiences I've had. The repeated cleaning failures and lack of an on-site fix mean I wouldn't recommend staying here.