Home2 Suites by Hilton Rochester Henrietta, NY — Hotel in Town of Henrietta

For those of you who have complained in the past few years, I can tell you that despite Management’s promise to “look into it”, not much has changed. The hotel was dirty, the hallways are all marked up. In addition the electrical receptacles on the wall in the room were all loose, i was worried about a fire starting, plugs wouldn’t stay in the receptacles because they were so worn out. I was in and out of the hotel often during my stay, more times than not, no one was at the front desk nor no where to be seen, a real security issue. The worst part was that my room was never cleaned the whole time i was there. That was despite talking to the housekeepers twice and the front desk clerks twice while i was there. The conversations with the Clerks alway ended in “we are so sorry, we will take care of and see that it’s done”. It never was. The kicker was my last night when i returned to find that, once again, my room wasn’t cleaned. I proceeded to walk down to the lobby to complain, one more time. I directed the Clerk to the big sign on the wall in the Lobby that said : “ We guarantee an engaging experience and clean, comfortable accommodation. If you aren’t completely satisfied, let us make it right or the nights on us”. I told him that none of my nights were good but that I’d like him to credit my last night. He told me that he couldn’t do that because my reservation was booked thru a third party, not thru Hilton. He said he could only give me Hilton Points equivalent to that night stay. I asked him to show me where that’s written because i didn’t see an asterisk and fine print on the Statement. He then told me he would pass it on to his Manager and someone would get back to me the next day. I’m on day two and no one got back to me. I called the clerk at noon and asked for status. He told me he would communicate with his manager and he also gave me his managers name and number. I called the number, got his voice mail and left a message. Several hours later and no return call. It’s one thing to have poor service but if you can’t deliver on any part of your brand promise, you won’t earn a return...

Normally I love the Home2 but a few things which can easily be fixed but housekeeping never looked at: TV didn't work after 1st day (I stayed 3 nights). Everything is plugged in still. Nothing moved. Shampoo was completely out... not great when you're IN the shower and notice.... Now as for WHERE hygiene products are place on wall in shower, let's get to it: I'm 4'9" And nearly 37 years old so I'm not growing any taller or anything obviously.... I could barely reach upward standing on my toes (dangerous af) in the shower to get conditioner and body wash....WHO ON EARTH PUT THEM THAT HIGH? I had to help my 10 year old when he showered too-who I'm only 1 inch taller than to reach the body wash!!!! Is that a JOKE???? what about people who are short? Do we not exist????? Ridiculous and I honestly have seen this TWICE now, both with Hilton hotels. Totally rude if you ask me!!!! And only 2 sets of towels for 3 nights, didn't get room I picked on app as room wasn't ready when I got here. Hotel staff was friendly.... but....bad area though as no entrance sign to hotel near a VERY huge and busy intersection and I passed at one point and had to take 2 different turns and go back sitting forever at lights ... in snow and rain at dark, almost impossible to see where to turn in.... not easy to turn out of hotel and go left either... maybe create another entrance since it's on busy corner??? Also.... the grubhub card they gave me to order food with 0$ delivery charge didn't work. Also SECOND time this has happened at a Hilton hotel. Go and get all the food for myself and child and at checkout, app says card isn't valid. We waited all night to order depending on it too. Shame, Hilton has been falling from graces lately!!

The pool was heated though... which we were...

We have been to Home2Suites all over the country from as far south as Dallas to as far north as Boston and I can say without a doubt this one was THE WORST!! We were shocked because this chain is always our favorite but this hotel was visibly dirty, run down, and down right disgusting. We walked in and the entire hotel smelled like dirty wet dog mixed with gym socks and fish. The bathroom door in the room broke with in the first 5 minutes. They are pocket doors that are impossible to open and close bc they haven’t been maintained and don’t slide on their tracks. The bathroom floor left the bottom of the bath mat brown. We whipped a wet wash cloth across the floor and it came up filthy. The elevator jerks and lurches and gives you a sense you are about to fall to your doom at any minute. The breakfast area still had visible crumbs at night and an ice machine on the first floor has been pieces since we got here. The pull out couch had a dirty mattress cover on it covered with small hairs and glitter. I don’t even want to know what happened and didn’t get cleaned up there. The halls, walls, and furniture are all dirty and look like they have been beaten and used with in an inch of their lives. There is never anyone at the front desk. No one comes to clean or give you new towels and then to top it all off the entire 4th floor tonight reeked of cigarettes and cigarette smoke to the point that you could barely breathe in the halls and the smell is coming in under the door. We had to roll towels to put at the bottom of the door to keep the smell out! I can’t believe I am actually paying to stay in this nightmare! I have never been so disappointed in a...