Homewood Suites by Hilton Rochester/Greece, NY — Hotel in Town of Greece

First & foremost I myself will never ever book with this particular hotel. I am now a diamond member and what i say please know this was inside facts & no one can tell me no difference how I & my husband experienced. If people show you who they are that’s what it is, so from 1/17/21 until 1/30/21 was our stay we extended our stay twice this stay was booked for my husbands birthday long story short first and foremost i would like to say the cook from the kitchen @ homewood suites @ 400 center place drive her name is Rose I would love for Hilton Honors to please make sure she is recognized she works from Monday to Friday she was the light of this place very respectful, hospitable, concerned, and very welcoming every morning she served with honor, respect, & concern she worked and communicated on every level. I am a person where i never over look the respect from workers never acknowledge. so my room overall was very calm and quiet some workers for housekeeping the older ones very respectful they spoke and did and awesome job with keeping hallways clean, so for breakfast on saturdays & sundays no breakfast in bags were never available for view or offered to people that stayed cold coffee sitting in brewer from when ever, waters were never available for hilton honor customers, no snacks no nothing we had to go up to the front desk I believe one day out of my stay we saw a few bags on the counter where representatives worked after that no more period. Let’s talk about the front desk clerks poor attitudes, very cold, strong demeanors, no hospitality, no concerns never ever available they sit in the back watching those monitors watching every move people make like the FBI. let’s talk about the representative high light bright worker a little on the heavy side wears weave in her head on 1/27/21 she jacked up my husband bank card not once but twice then reversed the payment and tried again and charged my husbands card twice again i do not know who the bald guy is with his snobbish attitude was just useless walk around the hotel with head in the air acting as if he owns Hilton honors so after the women jacked his card up a second time now this time they can’t reverse the charges but charged my husbands card four times to be exact so they kept what was supposed to be held but the funds for three charges are still unaccounted for, here’s the bad part the young women figured out she messed up i’m talking to my husband while she is fiddling with the computer she says i tried to charge the * card ! I heard what she said i asked her very respectful did you just say you charged my card ending in * she says no started stumbling with words, it gets greater my husband calls to speak with a supervisor and she says to my husband we’ve done all we can you have to deal with your bank she says I am the general manager her name is karen she says well you guys using two separate cards my husband says why does that matters that’s my wife we went half she says well the cards were charged for the stay of the extension and “one of those cards declined the card was run again and it declined “ I say honey you heard me ask the front desk rep did she just say she ran my card again after i had already paid my half she said no so my card is set up where if i give an authorization after my pin it’s paid for but when any place tries to charge again without my authorization it will decline period so it was a mess at this hotel very bad poor experience i will never stay here again but not to mention my last day there spanish worker i asked is there any more coffee made now at this time it’s 8:30 am on 1/30/21she says in a way like i and another old man was also asking about the coffee she says to the both of us “I made it @ 5:00am BIG MISTAKE“. 2/3/21 my husband has yet to receive his funds that homewood suites excessively charged of three extra transactions the general manager or staff never ever apologized or offered any accommodations very...

Just arriving home after a dreadful one night stay- PLEASE DO NOT CHOOSE THIS LOCATION FOR A FAMILY GETAWAY, ESPECIALLY IF YOU HAVE SMALL CHILDREN!!!

We had hoped to visit the pool on Saturday evening and rushed as it was unexpectedly closing early (perhaps to address the suspiciously cloudy water?). When we arrived, the pool area was nothing short of trashed. There were 20+ soaking wet towels strewn about (no dry ones), discarded drenched clothing, garbage including filled and broken water balloons, and both life saving rings were floating in the water. Though we immediately drew the attention of a staff member to the conditions, no one arrived to assess or address until 20 min later. She proceeded to pick up the two remaining towels (we had removed the rest ourselves to at least allow our children to have the swim we promised), ignored the remaining debris and left the pool area.

Attached is a photo of the stain (looks like a bodily substance?) on the bedspread that we reported to hotel staff when I turned in the laundry we found from previous guests in our room.

Despite being a non-smoking hotel, there were guests smoking directly outside the ground floor exit adjacent to our friends room with the door propped open- the smell permeated the hall and their room.

The English muffins at breakfast were stale. On the way down, my son stepped in a large puddle of spilled coffee in the elevator.

We raised these issues at checkout on a Sunday morning- the staff member at the desk offered an apology and a phone number to call Hilton if we so chose... she said that there was nothing more she could do. We were told there was no manager available to address our concerns and that the staff member was now going to return to the activity she was performing behind the desk. This atrocious experience cost us over $220 USD.

Definitely FOREGO THIS LOCATION and possibly this whole brand as accountability for quality of product and service is clearly NOT a priority.

UPDATE: I followed the instructions in the response from the owner approximately a month ago. To date, I HAVE HEARD NOTHING BACK FROM THE HOTEL OWNER OR HILTON. I reiterate my last statement- Definitely FOREGO THIS LOCATION and this whole brand as accountability for quality of product and service is clearly NOT a priority.

ANOTHER UPDATE: Months later, still no follow-up from representatives from the hotel itself or Hilton. Please be wary of the seemingly good-natured responses to negative reviews as they are...

This Homewood Suites was not up to the standard that I have become accustomed to when staying at Hilton brand hotels. I was not greeted as a diamond member when speaking with someone at the front desk after checking in and needing extra keys. I was rudely told that any previous keys would be deactivated upon making more even though I had only a digital one on my phone. I then asked for extra pillows and towels as the room was booked for.6 and was not supplied for 6 people. I had a small child with me and instead of offering to have someone bring these items up so I could have my hands free to tend to the child, I was left to try to maneuver all of it on my own. Was not given the water and snacks upon arrival and when I asked for points instead, I was told there is no way to change what I had my account set up for. There was no way to check since the Hilton Honors app was undergoing maintenance the day I asked for this on 8/13. We spent our day at a waterpark so when we got back to the hotel, i wanted to dry our things. Couldn't do it because they only have 4 appliances total for an EXTENDED STAY hotel which is crazy and of course ALL machines were taken and a woman was parked in front of them saying she was next. The last homewood Inn i stayed at literally had 9 dryers alone! Making our way to our room was uncomfortable as soon as we turned the corner of the hall, a man and a woman with backpacks who did not appear to be patrons but rather homeless individual/drug addicts were seated in a nook of the wall just loitering. Not safe! The beds were the MOST uncomfortable I've ever slept in. You could feel every spring and i did not sleep well at all. The pool area was a mess so we never bothered going there and no one had gone to check the outside patio area to clean or straighten up since we checked in. There was a bottle of Corona beer that sat on the patio table from that night and was still there that morning. I gave it to the front desk upon checking out saying it wasn't a good idea to have that laying around especially since there were so many young kids there including a traveling baseball team...