Hyatt Regency Rochester — Hotel in City of Rochester

My coworker and I stayed for three nights and were in town for the annual science teachers conference. For years we have stayed at the Hyatt with no problems. The first two nights of this trip were fine although the elevators were broken and there was no ice on the floor. On the third night, the guests in the room next door were so loud it was impossible to sleep. They were playing music very loudly, screaming, and jumping around. We called the front desk twice before security was sent up. They were eventually asked to keep it down. They did not, and as soon as security left the music was back at full volume. Another twenty minutes later we decided that we should go to the front desk and let someone know that there was clearly a party going on in the room next door. Josh at the front desk was not helpful at all and did not seem to care that we were unable to have a restful final night. He said security would come up. We returned to our room and to find that the music was so loud it sounded like the high school party had moved into our room. We also heard the girls in the next room saying they weren’t going to answer the door the next time security came up and how they didn’t care what anyone said. Feeling defeated we were at a loss as to how we were going to wake up for a 7 am session and then be able to drive three hours home. Security did finally make it back up to address the noise again. The security person knocked twice, no answer, but the music stopped. Then he said aloud “girls, I know you are in there open the door.” He knocked again, no answer. He repeated himself and knocked again. After a long pause they answered the door. They gave the security guard excuse after excuse and then became very rude with him which didn’t seem to phase him in the least. They wanted him to explain what they could actually do since they were paying rent. 😳 It seems he has no real authority and these kids could see that. Fed up with what transpired myself and my coworker made our way back to the lobby even riding the elevator with the security guard. We expressed our frustrations but again it seemed to fall on deaf ears. We returned to the front desk to plead once again for something to be done. Again, we were NOT met with the customer service the Hyatt brand is known for. In addition to that the security guard tried to down play the level of the music by saying it wasn’t the worst he has ever dealt with. Are you kidding? How is that even appropriate to say in front of a customer? The music and their screams were loud enough to be heard very clearly in the next room. After asking for the general manager‘s card I was given an excuse as to why I could not get it. It seems that the principles of caring for and valuing your customers has left this Hyatt hotel. Josh continues to say that he could not leave the front desk to investigate and that it couldn’t be a party of high school girls because the security guard spoke to a guy. He did not. We were present for both conversations. After pointing this out, Josh finally offered to move us to another room, which I find to be a terrible solution considering this was our third night. He looked for other rooms and found on the other side of the girls partying. Josh has to be reminded by the security guard that moving us to that room would not solve the problem. 😳 Josh then found another room two floors below our original room. I am still baffled at the lack of customer service and how a situation took almost 2 hrs to remedy. If this is what I can expect from this location I will NOT stay here for next year’s conference and I will warn entire state...

The rooms are in poor condition, A/C units are very loud, thin walls, scuzzy showers, rusting doors, peeling/damaged wallpaper. Poor sleep. The whole hotel just looked run down and in dire need of a deep refresh with systems maintenance and upgrades. See Pics. I had to change the first room due to A/C noise being very loud. Just as soon as I was starting to fall asleep, the A/C would let out a pressure release and whine at the end of it's cooling cycle, waking me back up and startling me. The second room's unit was only slightly better. I wore earplugs to sleep. But the showers were the worst, disgusting with mold/mildew in the grout and rust at the door base. The second rooms shower doors wouldn't stay closed so I had to wedge a washcloth under the glass sliders to keep them from opening to the center again. ||The rooms were dirty as well. Not the linens but the overall room. The vinyl plank flooring felt dirty under foot. The wallpapers had remnants of past guests, One lamp switch had a previous guests dirty fingers "residue" still deposited on it. I requested another room. The second room was in slightly better condition but still had a disgusting shower head and rust/mildew. Both rooms had ceiling staining, various wallpaper issues including being dirty in spots. Well used and tired furnishings. Sleep quality was terrible due to noise. Be prepared to hear the couple next door doing "things".||The night before, I arrived after 10pm due to a late flight and I asked the front desk if there was anywhere that would deliver food that late since I'm diabetic and airlines don't really feed you anymore. I have never been to Rochester and I expected (wrongly) friendly front desk local knowledge regarding food. I was told by one gal to look up food on my google maps. The other (wrongly) told me another place was open. They were not. I also was not told about, and did not see, the vending machines 10 feet to my right at the front desk. No help whatsoever. I was not able to eat that night. The only good employee interaction I had was with Bernard the next morning when requesting the room change. ||||Breakfast at the tired restaurant was terrific and a good value based on portion size. I ordered off the menu but the buffet was also available for $18.||||Unless you HAVE to be downtown, look elsewhere. There are better hotels offering better value. I booked this through Armed Forces Travel and I expected the Hyatt to be what I remembered it to be, reserved luxury like it was in the 80's and 90's. I've traveled the world many times over and stayed at many hotels, some of lesser star ratings than this Hyatt but were miles better than this location. To be fair, I did not complain or report this to management because the defects were such that there would be nothing they could do except full scale renovation. I am not wanting nor expecting any refunds. I simply will post this and not stay there in again...

A shadow of it's former glory.

So many grievances. First of all, the elevator is LOUD. You will hear creaking from the elevator shaft nonstop which is incredibly annoying and makes it impossible to relax. Staff told me maintenance was aware of the issue but apparently they are in no rush to fix it. Competent management would recognize this as an emergency and have it fixed immediately. Completely unacceptable.

The appliances in the room are in bad shape. The iron leaked water all over my clothes and the ironing board won't refold. Major eyesore having to push the thing off into a corner of the room. Looks tacky if anyone were to stop by for a visit.

Water pressure in the shower is horrible. One setting on the shower head and no shower pik. Molding in the shower looks like it was done by amateurs. Floor was slippery when I stepped inside. It just doesn't feel like the type of high class shower you'd expect from a hotel of this caliber. Toiletries are nothing special. Same junk you'd find at a budget motel. No bathrobe but the towels are a decent size.

Parking here is terrible. The hotel will charge you $12 to park in the attached garage. Valet service is currently unavailable so even if you get a decent spot it will still take you 10 minutes to walk through the garage back to the hotel lobby. I hope your luggage isn't heavy.

The hotel allows you to request an early check in but will rarely approve it. You will have to wait in line at 3pm behind a line of other guests. Wonderful system.

Bed is very comfortable but you won't be able to get any sleep on it. Walls are paper thin and you can hear people talking in the room next to you and outside in the hall. You will also hear the guests upstairs walking and sliding furniture around. Combined with the incessant creaking from the elevator you will be bombarded with noise all night.

Terrace bar closed early so I didn't have a chance to enjoy it. Went downstairs to the lobby bar and was very displeased. I sampled a few of the draft beers and none of them were good. Some had that moldy taste from when the keg has been sitting too long. Single shots of the most basic liquor are $9 dollars each. Anything good is outrageously overpriced. Same goes for the food. Tried one their $15 dollar pizzas and it was just one more disappointment to add to the list. Very small slices and not very good.

This place markets itself as an "upscale hotel" but is a farcry from luxury. The room rate of over $200 a night plus taxes and fees will get you a decent view if you pay the extra charge for a high floor. That's honestly the only thing this place has going for it. I'm legitimately on the verge of demanding a refund and driving home. This place is such a disappointment. Staying at the Hyatt Regency in years past was very special. But those days are long gone. Avoid this place...