Home2 Suites by Hilton Rochester Mayo Clinic Area — Hotel in Rochester

4/26/2024

Update. Still no word from this hotel or Hilton. We wanted to stay again, but after failing to get a hold of someone to help us be sure our previous bad experience would not be repeated, we have lost all confidence.

3/25/2024 Still haven't heard back from anyone, which is very disappointing as in the past we've heard back within hours if we called about anything. It's been four weeks now and still no word back. I'm assuming new management.

2/22-25/2024 unfortunately I think this stay was the final nail in the coffin for our visits here. After our last stay (we stay here twice a year or more for the past 5 years) we just can't continue hoping we'll get sleep here. Last time the hotel was full of sports teams, and the same this trip too which turned into a bit of a nightmare. Dozens of unsupervised kids from Blaine and Mound basketball teams running down the halls and playing games in the hallways and stairs and elevators and seemingly everywhere. While outside of the hotels hands, we have no reason anymore to continue staying here if we can't sleep at night.

Update for third stay! We just stayed here again (Google won't let us post more than one review?). Another great experience! We walked in and Chance welcomed us and got us all checked into our room. He made sure we got a good room and made sure we had everything we needed. He also made sure to point out the underground HEATED garage that was available. On one of our trips he made sure to double check with us to make sure we had everything and just really made us feel welcome and valued. He also came out the next night we were staying as we were passing by the desk to make sure our visit was going well. Again, clean and quiet rooms as always, great amenities, tasty and safe breakfast to-go boxes, and all of the perks to make for a great stay!

This is our second stay here. We decided to stay again because of how spotlessly clean it was the first time and how great the staff was throughout the entire stay. This time we were here to celebrate our anniversary. We called ahead to make sure we could check in and were even upgraded! Then from the moment we walked in we were treated like royalty. The check-in process was super smooth and easy. We went out for dinner (there's the mall across the river and a variety of restaurants within minutes) and came back to flowers and chocolates waiting outside our door. There was even a small note with the flowers and a hand written card included as well! Everything was again spotless. So many included items in the room for making nice dinners in the room and good kitchen space for making snacks, a super comfortable lounge area with a couch and tv, a cozy bed area with a wonderful view out on the river. Although they didn't have any hot breakfast, they did have a very well made cold breakfast bag to grab and go with. We were also wanting coffee but got to it too late, but an employee still had some leftover in one of the containers and brought it out for us. The staff were all again super friendly, the cleaning staff always said hello and kept everything shining. The front desk workers always had a warm greeting and smiling eyes. Our only complaint was that we couldn't stay longer... Looking forward to our third trip...

HORRIBLE! If could, we would have rated this ZERO stars! This place was a disaster. When we booked, the web site said drinks M-TH and once checked in, the front desk didn't even know about it, but said that several other guests asked the same thing. We were told that there were pots and pans to cook with and NOT -- only microwave and fridge. Toaster didn't work and they didn't have a spare.

The breakfast food that was included was horrible. Tasted like what you would get at a gas station. Everything was pre-made and you had to nuke it. The shuttle service was also inadequate...some days they were on time, and others running very late; driver was extremely gabby and didn't get people into the shuttle timely.

The couch in the room was extremely uncomfortable and being that most people are in Rochester to go to Mayo clinic, not a place that was comfortable to "live in" for a week.

And to top it off, we had personal item stolen and they promised to replace it but DID NOT.

I called the manager (as he was always busy when things came up) and left a message. He never returned my phone call. I emailed him a very detailed letter and never heard from him. I even emailed the housekeeping mgr. about the stolen items in which she promised to send me a replacement and never heard from her again.

Keep in mind we are Hilton Honors members and are use to extremely top notch service at all Hilton places. This one was not one of them.

Because I did not get any kind of return attention, I contacted Hilton Corp. directly who said that this particular hotel was a franchisee and they couldn't put "any pressure" on him, but because of my specific details which I provided to them, they did give us points to cover 2 of the 5 nights that we stayed there. At least it was something and they acted quickly.

My recommendation is if you want to stay at a Hilton Property, stay at the Hilton Garden Inn, or the Hampton Inn north. They were excellent as you would expect from Hilton, unlike this place which was bad...

My friend and I stayed Friday-Sunday. My friend and I split our payments when we checked in at the front desk. We were very pleased with the cleanliness of the rooms and hotel over all. We were raving about our experience as we were leaving saying how great it was until we both got notifications to our phones about our account balances. I was charged twice for the room, my friend was charged twice for his share of the room and then again for the entire cost of the room. We called Sunday when we left and were told it would be fixed then it happened again Monday… I’m unsure why they charged our cards again to begin with considering we already paid in full at check in. Unfortunately 200-400 dollars is a lot of money to remove from someone’s account and make them wait up to 5 business days to receive. I’ve never had this happen before. Until this happened it was 5 star experience. Unfortunately this this has caused us both some stress and changed the experience for us.

My response to your reply -

Thank you for replying, I’m unsure if you actually looked into my specific situation because this doesn’t address the real issue. I understand how preauthorizations work and how they may temporarily appear as duplicate charges. That’s not what happened here.

I was charged $179 twice on my card—not a preauthorization and a final charge, but two completed transactions. My friend, who had already paid $189, was also charged for the entire room, causing his account to go negative. After he called, you said you would correct the billing—yet I still ended up being charged twice. You didn’t mention the fact I was charged then the payment disappeared and you charged my friend THE ENTIRE AMOUNT instead.

This isn’t about temporary holds. I’ve checked with my bank, and both charges went through. I’d appreciate a real investigation into this error and some accountability...