Hyatt House Rochester / Mayo Clinic Area — Hotel in Rochester

Zero stars. I have stayed at this property because of multiple surgeries at Mayo Clinic in Oct. 2023 a week, Jan 2024 for 3 weeks, April 2024 for 5 days, July/August 2024 for a week, and then in October/November for 2.5 weeks. It appears really nice and i did like going there however all the times I've stayed house keeping is abysmal. It became very stressful and aggravating to me in January, August and October stay. I dont like having to keep asking for cleaning nor sitting around waiting for it while they clean empty rooms. Id ltell them can u clean this and then leave. Cone back still not cleaned. They see me leave go do it then. Instead of screwing around for 3 hours in one room Because they have cleaners for each floor. And when your spending that kind of money and staying 2 or 3 weeks the expectation is you come in and clean and at least change the bed, clean the bathroom. Mayve thats why they have bedbugs. The rooms with kitchens. The floors are filthy because they are dark colored so the floor will make your socks and slippers black. But the worst aspect was the first room I was in I noticed bedbug bites. The mattress did have a reddish stained area. No bedbug cover. I opened my suitcase on the couch because there was no stand to put it on. They need to have stands due to bedbugs. They upgraded me to another room as I was staying 20 days. When I left there I brought bedbugs home probably from having back pack on couch and my purse right before I left. And also probably got them on my clothes on the bed. Again no bedbug covers on mattress. I think the manageme t thinks its a joke. I sent a message. He did t knkw what room i was in. And said tgere was bedbug covers on the beds which wasnt the case at all. Maybe they putnone on in that one room when i told them about the issue but when i stayed in it there was none. This is going to cost my job because these have come into my house, transferred to my car and now work. Its a freaking nightmare as I lay here getting bitten. Not only that I'm leaving my jo b early in order to get out of my lease because I can't deal with this. And my cancer has cone back so I ha e to do chemo. I can't sit in a bedbug infested apartment with thousands of dollars out in heat treatments by morons who dobt know how to do it right. I am so upset and at tge end of my rope. They should give me my money back on tge last stay after so many tines of staying there. Tje place also has gone way down hill particularly after all those jehovah witness were in there over the summer. Carpets stained, sheets are cheap and hard - no longer soft like they used to be. The quilts are very thin when they used to be really big and fluffy. The housekeeping is not trained in how to change and clean a room fast. They have a shortage of workers that have a work ethics. They are very slow. Its like pay them more maybe you'll get more people to work there. Id rather have proper cleaners than the breakfast and soup offered for free. I also complained to corporate hyatt about my August stay. Cone back in October nothing has changed. And even in worse shape. I'm really really upset. The havoc these places result in your life after surgery when your supposed to be recuperating...

AVOID AVOID AVOID. Staying at this hotel was the worst experience I’ve ever had. I complained twice to corporate and was told the manager would follow up and they never did. The staff except one person (Emily) were all rude, unprofessional, and didn’t manage expectations appropriately. I stayed 18 nights and the room was only cleaned once. They state they only clean every six days which is still unacceptable, particularly for those utilizing the Mayo Clinic. The second time we were expecting a cleaning, all housekeeping did was strip the bedding off WITHOUT remaking the beds. We had to have the house guy make them and he was nice about it at least. There was also a stain on the comforter when I arrived and dishes in the cupboard were dirty. You have to beg housekeeping to provide extra towels and bedding when you need it (noting that you have to vacuum and clear towels and trash out yourself), supplies provided are insufficient and appliances unusable (including the phone). We had to go more than 24 hours without a shower and kept being told it would be fixed. We were also told we could change rooms several times but when it came down to it, the staff lied about availability. Once someone from housekeeping came to the door and didn’t speak english so was difficult to articulate what we needed. They also left a broom outside the elevator I tripped on. We also never had the do not disturb sign up so it’s unclear why we were not checked on bar this one time. Parking lot was always full and spaces tight so people would occupy two spaces. You’d think being near the best hospital in the U.S. the service would be great and staff helpful and empathic, but that’s sadly not the case. I was in town for major surgery and they made a stressful situation worse, coupled with the fact they put me on the 7th floor and the building had to be evacuated twice due to fire alarms (you can guess how that went walking down seven flights of stairs). I was overcharged by two nights. I’ll never stay at another Hyatt...

Honestly, we have come here the last few years for a youth sporting event..No problems until this year. Booking was horrible. I tried to get in our hotel block early on and was told no rooms left. Then several others in the group were granted rooms after we requested ours in the block. This was very frustrating because my five person family had to fit in a king bedroom One night, and then switch to a double queen the following night. We made it very clear that we would like to have a double queen if possible, the staff did not accommodate us in between the switch of the two rooms we had to completely pack up our room, put it in our car, spend the day out of the hotel room until check-in time at 4 PM again.

We may do and we’re flexible and remained positive during our stay. After leaving, we were charged about $170 over the price that we were quoted. I called once and tried to explain to the person that answered that we were overcharged and the experience that we had was less than ideal, and the customer rep was rude and interrupted me several times before I could finish my story. He said he would get back to me and unfortunately he never did. About five days later I called again To ask if our charges had been reconciled, and the woman on the phone told me I was harassing her staff with vulgar language. It was so embarrassing that she said that to me because not once did I use vulgar language, I was simply explaining our experience and requesting our bill be corrected. I asked if I could speak to her supervisor and she said she was her own supervisor and that she doesn’t have a one up manager. This is hard to believe in a corporation like this. She also told me that she doesn’t need a lecture in customer service. If I was managing this employee, I would want to know about her behavior...