Hampton Inn Rochester Penfield — Hotel in Town of Penfield

If I could give zero stars - that is what would reflect!

Not sure how to make a long story short and concise but lets just say that I have never experienced anything quite like the treatment we have received over the past couple of weeks. Working with several businesses in town and having no family locally - I am frequently recommending and placing people in hotels in the area.

My fiance called and "blocked" rooms in 3 different hotels in the area for our wedding weekend. Guests chose based on location and pricing where they were most comfortable. One of our guests called this hotel and was told they were not able to book for one night but had to get 2 nights minimum to stay. After a call from us to the hotel regarding there was not a 2 night stipulation on the block, we were able to get this straightened around.

We were beyond upset when the Monday after the wedding the Hampton inn charged my husbands credit card for all the rooms that were blocked but unused. He called and tried to speak with someone there regarding how this was possible as he was told that the block would be removed if not booked by a certain time. He spoke with Katie who explained that they had it in as a reservation and not a block. He stated that he was very clear that he needed a block and if it was a reservation, then how were our guests able to reserve them as the rooms.

This went back and forth for a bit and Katie explained that she had to talk with the acting GM. I should probably mention that it took 4 days for him to actually get to speak with a manager as although he was told someone would call him, it didn't happen. Each time he called, they told him she was out or in a meeting.

After Katie spoke to the acting GM, she informed him that they would be standing by the reservation. More discussion took place as this seemed like incredibly bad business. He informed her he was never told that it was a reservation that he would have to cancel. He even called all 3 hotels the week prior to the wedding to see how many guests were staying there and ensure we were all set. Surely someone would have mentioned that he would be billed for all these rooms at that time???

Needless to say we called Hilton as he is a Hilton honors member and their name is on this Hampton. They informed us that it is up to the discretion of the local managers to make these decisions, however they would inquire more. A day later the charges were off his card. We were happy that Hilton stood by their name on this hotel.

To our dismay, a week later the charges were re-entered on his credit card without consent. At this point, all we could think is how wrong this whole situation is. As someone who works in a business where people tend to jump on social media and attack prior to offering the business a chance to fix a problem - I kept encouraging him to work with Hampton/Hilton for a professional resolution.

Unfortunately, that still hasn't happened. They don't seem to care about their lack of communication, poor customer service, or the referrals they will lose. They only care that they get to charge a newly married couple around $1500 for rooms that were never used and should have been released from a block. It is truly...

In spring of 2024, I stayed at the hotel, which was poorly maintained and poorly managed. For me, the main reason I chose this hotel over others was that it had an indoor pool with a handicap lift. So I was disappointed to find out while checking in. That the pool was closed, but could’ve been open and available to me and everyone else I can only believe that it’s the poor management made the decision, they did not want to pay for a weekend plumber instead of using their own maintenance. I wasn’t alone I disappointment there was a large group of girls staying in the hotel with the soccer event were also disappointed because they couldn't use it. In spite of my request to be notified as soon as the pool reopened, while walking through the lobby, I noticed the pool was open despite asking to be notified as soon as it opened. I was eager to go swimming on my last day, since it was finally reopened. Due to a severe back disability, I have difficulty feeling my legs and keeping my balance. Despite being disabled, I was able to descend the steps. At the pool, the handicapped lift did not work, and management was unable to assist. The poolside bathroom was locked when I needed it. Despite the fact that she did not have a key to unlock the door when he arrived to help, a manager after a long wait arrived, and helped me. When the maintenance man arrived, I realized he didn't speak English, so I was unable to communicate with him. I gave up, then walking into the Lobby while dripping water still, I felt totally embarrassed at 69 years old. In addition, the curtains in the bedroom were broken and could not be opened, and the bathtub and faucet in the bathroom were leaking. Management has been notified. In both cases, maintenance was evidently lacking. As a positive, the hotel provided a very good breakfast and good coffee. In addition to oatmeal, eggs, sausages, bagels, and toast for breakfast, there was a waffle maker, juice machine, breakfast room, and breakfast that I particularly enjoyed. Even so I can’t give this hotel a positive review after many...

I think the best thing this place has going for it, is it's new building. The rooms have an interesting smell that even the employees acknowledged. It smells musty to my surprise. Our stay was not off to good start as they only gave us one towel and no bar of soap. We tried to call, but nobody picked up, so we had to make the voyage down stairs.

I'm disappointed overall. The coffee was empty in the evening and even the empty cans weren't removed from the display.

The "business center" has computers that are slower than dialup and they are front and center in the lobby. No privacy, no quiet room.

The employees don't acknowledge you when you walk in. Even if it was a simple, "Welcome back!" or "How is your evening going?"

As for the breakfast, it is rather meager. When trying to find an employee to ask for more waffle mix for the single waffle maker they have, nobody could be found. I asked the front desk person who quickly informed me they were unloading the truck and restocking the fridge, and failed to do anything to help the situation. You shouldn't be busy unloading the delivery truck at 8am on a Saturday, your most busy time.

Parking is very limited. I had an issue on my first stay finding a spot, and the hotel wasn't even full. The rear parking is on the 3rd floor. Be sure to remember this, as despite my advice to the manager to put a note or label in the elevator over a month ago, it still is not noted.

This hotel, while new, has a long way to go to meet my expectations of a Hampton Family Hotel and fit in with the others I stay at.

If management has questions or would like to discuss this further, I would be happy to. I probably won't be staying here again unless things...