Home2 Suites by Hilton Rochester Greece — Hotel in Town of Greece

I am a Diamond member via Hilton Honors. We booked a 3 night stay Friday thru Monday on points for first 2 nights and paid for the Sunday night. The hotel took the total cost of the three night divided it by 3 and charged me $223 USD for a Sunday night stay even though the hotel was completely empty. |Upon check out I questioned the front desk and told them that if I had booked Friday and Saturday on points and then made another reservation for Sunday paying at the members rate, it would have been much cheaper. The attendant agreed, but couldn't figure out how to correct it and advised me to call Hilton Honors to resolve and she would make a not on file.|I have called Hilton Honors several times and no one can seem to help and advised that someone would call me back, that was a few months ago. Today I called Hilton Honors and they said there was no case file, of course.|Todays agent (Theresa) agreed that If i had booked as described I "probably" would have got a better rate. I asked why you wouldn't just extend a diamond loyalty member the best price, she couldn't or wouldn't answer that. |I asked for a supervisor to speak to and she advised there isnt any???|Really.... everyone has a supervisor at a call centre and I was willing to wait.|Rude, unwilling to satisfy a loyalty member and a general "it's your fault for booking that way" attitude didn't feel good either.|Hilton2 Suites didn't care, Hilton Honors doesn't care about customer service and I will assume if any Hilton people read this they won't care.|Sad ending to what was a good relationship for personal and business travel.|I'm done with this hotel and Hilton overall.|They have the absolute worst customer service and there are plenty of other choices of hotel chains offering better loyalty programs and I bet they call back their customers to resolve issues.|If you stay at this hotel and have a billing...

Update after recent 7 night stay….Great front desk staff evening and weekends. Very kind and helpful. Seems they’ve made changes since my last post because there were adequate utensils and bowls for the large crowd eating breakfast. Appreciate the meal staff trying to keep up with the number of people eating breakfast. Room service was not provided when requested on two occasions. ‘Manager’ stated we refused service and claimed she did her due diligence exploring our concern. There was no resolution other than to say we are not being truthful. I’m not sure who would request service then refuse it while staying in a hotel for 7 nights. Routine service such as trash/garbage removal is essential.l and we’ve always had it with each long stay over the past couple of years. But something happened this time and two front desk members can confirm service was not received. I recommend this location if you’re a diamond member who prefers to be treated in this way. Appreciate the front desk staff who helped us on 8/27 and 8/28. If there is a response to this post, I’m certain it will include bashing the customer who clearly is never right or of prime concern to management at this location or to the social media team at corporate Hilton.

The customer is Room and bathroom were clean and service provided as requested during 9 day stay. Front desk staff helpful, kind to our grandchildren and even assisted with breakfast. Breakfast includes ample selection but supply of food (milk, fresh fruit, muffins) and supplies (utensils and bowls) was limited especially on busy mornings. Seems they could use more staff for breakfast. People left partially eaten food on breakfast line and tables and staff couldn’t keep up with demand and cleaning. Overall I recommend this hotel and saw improvements since our last stay I am hopeful managers can address breakfast...

This hotel has upgraded room and facilities. However, the service and experience have been a total disaster.

Hilton offered the pre-checkin capability from the app and my room was supposed to be pre-assigned. However, our family was stuck at the checkin for an hour because the front staff was unattended assign our booked room to us due to the system issue. The staff was very nice and escalated to her manager to help solve the issue. But the issue was out of the manager’s control. Then the front staff had to call IT four times because three out of four times the line was dropped. IT eventually was able to remote to the computer and assign us the room. It was already 8pm after we waited for an hour just to check in.

We booked a non-smoking suite, however, the bathroom definitely smelled like smoke.

Next day, I called the housekeeping to replace the towels and refill the shower gel because it was empty before we start using it the night before. But again, by the time we returned to the hotel in the evening, the towels were still on tue floor and the shower gel bottle was as still empty.

The breakfast was also very inconsistent. If you didn’t go immediately when it was open, the coffee was empty despite of the technology has equipped the it with indicator showing empty. Instead I had to tell the kitchen it was empty. Coffee half-half cream also ran out and they were waiting for the shipment. The breakfast sandwich and eggs etc also completely ran out and the guests all had to wait there for food.

I’ve been at many Hilton hotels in Rochester. Even though the rooms or facilities may not be the best or better than this Home2 Suites, however, the services from others were never like this disastrous here.

I won’t recommend this hotel or ever come back again unless the services here...