Hyatt Regency Rochester, Rochester

Hotel room was great. Except coming back to hotel we were locked out and had to be buzzed in by hotel staff, which is stupid, and I was charged twice for my room, because staff can't or don't know how to do their job anymore.

Liked: Could be better.
Disliked: Mostly bad.

Will never stay at a...

Liked: Location was good and beds were comfortable
Disliked: Noisy rooms and could hear people talking/showering in next room. Server at main restaurant was horrible. Replied rudely when we asked about an allergy for a child and when I asked another question about an ingredient she started yelling to the point we had to take our young kids and leave. The kids were horrified and didn’t even want to sleep at the hotel. I have never been treated so poorly. Sent emails to the hotel but no one even cared to reply. Paid good money to stay at a ‘nice’ hotel. Never again.

Exceptional

Poor

Liked: Location is right downtown and walking distance to the Strong Museum
Disliked: The staff was apathetic. They have poor customer service and our room was unclean and still had stains on the toilet when I checked into our room. The reception staff also forgot to take my credit card for incidental fees upon check in and I have to call back and give them my card so they can put my bar charge through. From there they decide it was ok to charge me $150 for property damage without even informing me while we had a phone conversation. I didn't know until I recieved the invoice a day later, I had called to ask what it was. From the conversation it was obvious they made a mistake of charging me of room damages done by another guest in a different room since the check out date and the background of that photo didn't match up with my check out date and my room setup. I tried to resolve it with the manager by calling again but met with really poor customer service. I hung up felt like I was robbed. Emailed the Director of Rooms. No response. Then the manager called me a week later to admit their fault and reversed the charge. This left me with a really bad experience with Hyatt Regency overall. I cannot believe this is treatment is by a Hyatt Hotel.

Bad hotel and unacceptable service

Disliked: The property is old and smelly. The room is super dark. Don’t book it.The staffs are bad. Both the front desk and house keeping. We call them and ask how come no one cleaned up the room, and the hotel said “the room cleaning is by request only.” Really???for a hotel???Ok…. I respect the rules, but what I don’t understand is no one EVER mentioned it during booking and checked in. We have 5 families arriving at different time during the day, And NONE of us got informed. Please…. If you are visiting Rochester, avoid this hotel. Horrible experience.

Very good

Liked: Good location
Disliked: The bed was too soft