DoubleTree by Hilton Hotel Rochester — Hotel in Town of Henrietta

Let’s start with the positives: the employees. Every single person I dealt with was polite, patient, and clearly trapped in this hotel like it’s their own personal purgatory. If this place burns down tomorrow, they deserve hazard pay and sainthood. And the food provided for breakfast was top notch. But…

Check In I spent 20 minutes in line while the lone desk clerk gave a master class in “How to Repeat the Same Sentence to a Caller for an Eternity.” She was explaining, over and over, why she couldn’t refund someone’s money. After minute ten, I was ready to jump in. “She said no, dummy! Move on!”

The Room I open the door and bam - my bathroom counter greets me with a toilet seal ring, used rubber gloves, and dirty towels. Nothing screams “luxury” like Home Depot leftovers.

The front door deadbolt? Cosmetic. It doesn’t latch into the frame at all. The swing lock? Literally screwed into wood filler. Wood colored PUTTY. Someone obviously ripped the old one out. And management said, don't be such babies...rub some dirt on it and call it a day. So they filled the hole with spackle, and said, "Good as new...ish.” I just hope my Door Dasher doesn't bump it. It might break.

The sliding glass door in the back of the room had one of those drop-bolt locks, but the handle latch didn’t work. I had as much security as the birth control aisle at the Dollar Store.

Amenities…ish:

Desk chair: Nope. They eventually brought me one, after I went to the front desk (couldn't call- explained below), and I swear it looked like it had been rescued from a flooded basement gym. The seat was stained like someone sat in it after running a marathon and then left it out in the rain to dry.

Phone: A relic that didn’t work. Room number sticker on it was wrong. So when I arrived at the front desk, I gave them that one… which was for someone else’s room. I basically pranked the front desk without meaning to.

Morning alarm clock? Very effective. Provided free of charge by a very powerful (and probably expensive) impact driver. At 6:30 a.m., the elevators got a new lease on life via hammer drills echoing through the hotel. Nothing like waking up to good ol' boys gittin' er done.

The Hallways The gaps under the room doors were so tall I could’ve slid a pizza box under there without tilting it. I half expected to see raccoons passing scraps to each other under the doors in a kind of Shawshank meets Hilton meets Zootopia vibe. Why Zootopia? Because there is a organic-y smell permeating everything. Its a bit sweet with a metallic acridity that reminds me of someone soldering in my grandmother's musty attic.

Breakfast Area I picked a table with one seat, because I'm alone. Lo and behold, I pulled out the chair and discovered it had a water stain also. It was dramatic. Like a coffee spill spectre (I hope) was screaming at me. Pretty sure you could use it as a Rorschach test. “What do you see here?” Me: “The makings of a killer Google review." And a flash of, "Am I being Punked?"

Final Verdict This hotel is the definition of false advertising. It has “DoubleTree” on the sign, but it feels more like a “Fiddle Sticks.” The whole thing smacks of being held together with Velcro, Trapper Keepers, and sweat. Lots of sweat. They built a nice place 30 years ago, then apparently decided to let Jesus take the wheel for the next three decades. Now, everything is falling apart at once, and maintenance is in full panic mode, but still smiling.

The bones of the place are solid, and the staff are absolute heroes, but right now? It’s a comedy of errors. If you book here, pack your own chair, your own locks, and maybe a toolbox. Also, don’t expect to sleep past 6:30 unless you take Ambien. Of course then you might wander the halls sleepwalking and straight into my room. You could either just push the door open or crawl under it through the gap. So, don't take Ambien.

Someday, maybe a year from now, this will be a great hotel again. For now, it’s basically a live-action episode of Hotel Hell, minus Gordon Ramsay, plus...

Dumpster Fire… I wish the hiltons never purchased Double tree simply trashing the Hilton name certainly not up to standard. Poor Management. Sadly they respond to the reviews but do nothing to change the experience.

This experience is rough and extremely unpleasant. Here from Colorado on a 4 night stay for the holidays. let’s just say this place is falling apart. Here asking myself do I stay or do I go in the middle of night 2.

first appearance, it’s a stunning building but with a big beautiful buildings comes major upkeep and that is certainly the battle here. You pull into the parking lot very large almost no vehicles so occupancy is extremely low for the holidays. You get to the front doors both flower pots are filled with cigarette butts trash cans over filled needing to be empty again no one’s even here so how long has that been like that. Then your met with the old rotary door hard to push very outdated entry. It’s not exactly warm once you enter the building. possibly taking out the rotator door would help that. Check in was simple staff at this time was pleasant, can’t say that for the evening staff.

As we walk to our room first floor. You see no pictures on the walls so you feel like you’re walking down an insane asylum the carpet does not flow at all with the setting of this place, very blue… The rooms don’t get any better….. The bathroom is absolutely disgusting. You can see black mold and old orangey soap all in the tile grout. not to mention no soap or conditioner just empty bottles go figure. Rusted out shower head and tub with a nasty rubber mat but under that mat was unbelievable. Where your supposed to feel clean you leave feeling dirty. Bathrooms are the worst part. There is no privacy shutters for the windows just blinds. So either you have natural light and no privacy or no natural light. I am a soft sleeper listening to a smoke alarm chirp all night lead me to this review. The beds are old spring mattress so you will wake up with back pain so certainly bring plenty of Ibuprofen. The door leading to the hallway is missing the rubber around it which is to help with the noise of the door shutting and noise from the hall. Pool door does not shut as it should and lock which is a safety issue for me. Not to mention the pool was cloudy so we did not partake in that either. the cleaning staff definitely doesn’t give a shit which falls on managers. The maintenance team is just as much as fault here. All doors leading to outside from hallways shut hard not quite so if your resting you aren’t now. Cleaning Staff was just sitting and bullshit right outside our door for over a hour, possibly on break or waiting for a ride home but did not care about the guest that help provide the job they are at. This place is a total crap shoot. I could go on and on. My advise find the newest hotel in the community and stay there, this place is dying fast. Which is sad as I am a huge Hilton hotel person owning property within a couple resorts. I travel all over the country building America infrastructure. I absolutely refuse to stay anywhere that doesn’t carry the Hilton name as it’s some sort of comfort while on the road and I was raised on the name. After visiting this joint this really changed that for me. I really hope this place turns around or the hiltons will be dropped by ME…. If I ever run into this again I will sell my estates and drop the hiltons. Absolutely pissed about this not to mention the time I lost writing this. Don’t respond with hollow BS do something to salvage your reputation within...

My recent stay at the DoubleTree Hotel on Jefferson Avenue in Rochester, New York, was significantly below expectations. The experience, from check-in to departure, was marked by several operational and service failures. The level of customer service was unprecedented in my experience. Despite my history of staying at this hotel during my annual visits to Rochester, I regret to state that this will be my final booking at this Hilton property.

During check-in, the initial interaction with a representative was unprofessional and disrespectful. I was subsequently required to involve a manager, who charged my card \$680 despite a prior payment. Furthermore, I was initially assigned an incorrect room and later relocated to a room with double beds on a floor undergoing remodeling, resulting in dust exposure. The construction area was not adequately sealed off. Compounding these issues, only one elevator was operational.

The following day, I was scheduled to be in Buffalo early in the morning. However, the absence of an iron in the room prevented me from preparing my attire, leading to a missed appointment. Upon contacting the front desk, the response was dismissive, indicating it was not their responsibility to provide an iron. Although a manager later apologized and provided an iron, the appointment in Buffalo was already missed.

Further issues included disruptive behavior from children in the hallways, with security not addressing the situation until midnight. On the day of check-out, all elevators were non-functional, necessitating that I, at 53 years old with back issues, and my 70-year-old mother, who has health concerns, carry our luggage down four flights of stairs. Upon reaching the front desk, the same representative from check-in responded with a dismissive comment. There was no assistance available, and the manager present offered no apology. Instead, I received a receipt with an overcharge of \$680 and a sarcastic demeanor from the representative. This experience is unprecedented in my history with Hilton hotels.

Following my stay, I contacted the hotel to file a complaint. The representative acknowledged the issues and offered 20,000 points for future reservations. This, however, is not adequate compensation. I am scheduled to attend a conference in Charlotte this Friday, and the points offered do not provide sufficient value.

This experience deviates from the standards typically upheld by Hilton, leading to significant dissatisfaction. While I usually award five stars, this situation warrants a one-star rating. For future projects involving construction or remodeling, I strongly advise against accommodating guests on floors undergoing renovation or ensuring thorough isolation. This is to prevent exposure to dust, fumes, and potential contamination of personal belongings. Furthermore, it's crucial to ensure adequate staffing and security to prevent activities like unauthorized substance use on the premises. Such occurrences negatively impact the guest experience and business reputation. As a valued Honors member, I anticipate a higher level of service and attention to detail from a Hilton property. The experience from check-in to check-out was unsatisfactory, particularly the need to navigate multiple flights of stairs with luggage, compounded by the erroneous charge of $680 for a room already paid for. Furthermore, the compensation of twenty thousand points, which cannot be redeemed for a single night's stay, is...