Homewood Suites by Hilton Rochester/Henrietta — Hotel in Town of Henrietta

Everything seemed good until my husband tried to go to the washroom and the door wouldn't latch, which meant the door didn't lock either! Then my husband had a shower and noticed that there was black mold on the roof. To make matters even worse, all the shampoo, conditioner AND body wash were all empty in the dispensers ! I had to go down to the front desk and get the supplies as well as another towel since there was only 3, yet I booked the room for 4 guests. We got 2 pool towels since they were out of towels 🤦🏼‍♀️. I texted the guest experience member who got back to me the next day, she informed me that no maintenance staff were on sight that weekend so no one could fix the door latch, so that never got fixed. Then she informed me that there were no other rooms like the one I had booked and that to remedy the situation we'd be in a very smelly and toxic room, so I was offered 2 king rooms, which we couldn't move to because our son is a minor and can't be in his own room, or we could get enough honor points to earn a free stay. It has been a week since this was offered and I haven't received any points to my account. This has been very disappointing. The hotel was clean and the breakfast area was very cozy and trendy. I must mention that the juices, syrup, bagels, bread and muffins were not regularly replenished and what really bothered me was that the kitchen staff was dishing up to-go containers as we were dishing up at 9:30am. I'm all about not wasting food and love that the staff was able to ensure that the leftovers weren't wasted but I really thought it was in poor taste to see the staff making up plates while the guests were dishing up as well. The front desk staff was also eating right at the desk! I'm not sure if this is due to shortages, but there were 2 ladies there, so I would imagine one could go in the back room and eat in private rather than right in front of guests checking out! I was definitely disappointed in the room we stayed in and think that perhaps the staff could be reminded to be a bit more discreet when it comes to eating in front of guests! As a Canadian with the dollar being so poor, a room that costs $177/ night is nearly $500 Canadian for the weekend, so my hopes are that the hotel I'm stay in is going to reflect the price I pay. Yoy could also see to the hallways from inside our...

I’m not so sure 1 star is good enough for this hotel and their staff.

My Father - In - Law is a loyal member of Hilton’s and now has changed his mind on staying at Hilton’s because of his experience.

Where to even start.. he booked an 8 night stay. He arrives at the hotel WITH his dog at 5pm and his room wasn’t ready, meanwhile, check in is at 3pm. He traveled 6 hours in a car with his dog, so, he sits in the lobby WITH his dog waiting for a room. An hour later, his room is available. When he arrives to his room, it was dirty. Nothing was wiped down, so what was the point of the delay if the room wasn’t even cleaned? Fast forward to the end of the stay, he requested to extend his stay another night, making it 9 nights.. the lady at the front desk, extended his stay for the current night he was on and made him another reservation and charged his card as a “no-show.” The next morning, he walked down to the front desk to speak with a manager, and her name is Nicole. The most unfriendliness manager at a Hilton I have ever experienced. She explained to him that he was charged for not showing up to his reservation, but he already had a current one, and she finally agreed to issue a refund. Now the best part of the trip happens… Nicole said “there’s no rooms available for tonight, you need to be out by 12pm or 1pm at the latest.” So, my father in law had to find another hotel that he had to pay extra to check into early WITH HIS DOG because he was forced out of this hotel due to a mistake on the employee’s end. Nicole was not understanding, she kicked them out “per policy” and didn’t even try to help them look for a place to stay or see if there was anything else they could do at this hotel.

I booked a reservation for my own parents to stay there and after that whole experience, I cancelled it and will never return to this location ever again when I am in Rochester for work. So disappointed in the staff, and the...

While the staff were very helpful and professional, our stay was frustrating from the beginning. We requested a digital key and never received one. Our first room smelled strongly of cigarettes and mildew (we specifically booked a non-smoking hotel due to asthma/allergies) and had a large fan attempting to dry a large spot of wet carpet. We called the front desk and they sent a gentleman to spray an air freshener, which just made things worse. We politely asked him to have the front desk call us to see if we could switch rooms. That call never came. I have disabilities, so walking back to the front was difficult. At the desk, I politely requested a room switch, which was met with repeated comments that we “had better be grateful” to the gentleman who ensured the room was clean before we moved over – after I had already thanked him in front of her. I was also asked no fewer than 5 times if we had touched anything in the first room. They switched us to the only available room, which was not handicap-acccessible, making things difficult for my disabilities, but we made do. The room was in bad shape, with mold and chipped paint in the tub, a microwave door that wouldn’t open more than halfway due to being set in the cabinet wrong, and various other cleanliness issues. We listed 4 guests, but towels were only provided for 3. We had to request more along with dishes, since there were only enough dishes for 2. Pot lids were provided, but no pots. On day 2, our key didn’t work, causing me to have to walk all the way to the lobby again for replacements, since no digital key had arrived. As a Gold member, I am typically happy with the Hilton hotels we use. I’ve often taken the time to personally email managers to let them know how wonderful their team members are. This experience was bad enough that we are reconsidering our...