Hampton Inn & Suites Rochester/Victor — Hotel in Town of Victor

I am seeing similar observances across the reviews here. I typically love Hampton Inns. This one left me questioning if I will use Hampton Inn again. Just like a recent reviewer, I too, chose a room with a "kitchen". It has a small bar fridge and a microwave and single sink. Couldn't cook anything unless it was microwavable. The coffee machine was deplorable. Not even a Keurig. It was those bags of coffee in a disposable plastic tray. Keurigs are very inexpensive, especially when you would buy 100 of them. Please splurge for those. Speaking of splurging, please purchase new sheets 1) that fit and 2) that are not full of hard melted pieces of an unknown substance. The sheets were not covering the mattress to the bottom. Anyone with the creepies will hate seeing exposed mattress. When we first got into the bed my daughter felt crusty stuff under the pillow. She scratched it off and put a blanket down to sleep on that. Totally grossed out the whole night. We asked front desk to change the sheets, told them there was an unknown substance on the sheets, and they agreed that they would be changed. We left for the day. When we returned from shopping, we walk up to our room and notice the door is not fully latched, not locked at all. Anyone could have come into the room. We had a laptop and an ipad in there. Thank goodness nothing was stolen. Careless of the person that changed our sheets. I must add that there was no safe in this room either. Quite odd. Just another thing that made me queston why I was staying here. Back to the sheets. I got into bed on my side, and there were several spots on the "changed" sheets that were crusty. I then look at my "changed" pillow case and see there are brown stains all over it. You would think that me asking for new sheets as there were unknown spots on it that the new sheets would be inspected for similar issues. No ma'am! Anyway - I put on socks, long sleeves and long pants and slept like that. The bed was just awful. It felt like there was a board or something under the mattress where your bum goes. So hard. We did not have a good sleep both nights. Do we talk about how the pool was overrun morning to night with rowdy children (allowed to behave this way) running all around and taking over the hot tub as well. We chose not to enter that chaos. Both mornings for breakfast were atrocious. There were so many people that they were sitting in the front lobby with their food on their laps. Since when is it acceptable to go to breakfast at a hotel in your pajamas? You are near food. Unacceptable. We paid for...

We just stayed for a holiday visit in a King suite. This was our first Christmas with our grown sons not at home, out of town, so it was super important to us that our family have a good experience. Upon arrival from a long day of traveling, the Suite on the 2nd floor had a horrible odor. The heat was cranked up running high in the bedroom so it was broiling hot in there, and we couldn't get the heater to turn off. We also noticed one of the curtains needed to be fixed - was off the rod. The heater in the living area wouldn't turn on. The room looked tired, the couch stained... we were super discouraged. We called the front desk about the heaters issue, and the woman working that night said to check the wall thermostat. We found it behind the TV, so when we began to move the dresser back to take a look one of the legs fell off. That was it - we asked to be moved to another room. She came up and took us to a 3rd floor king suite. Keep in mind, we had a bunch of gifts and stuff for the holidays that we had to move again. At least the 3rd floor suite didn't smell as bad - you can't open windows for the suites because of safety for potential children staying there. The heaters did work as well. But one lamp in the bedroom flickered like a full out strobe light, not exaggerating - unusable, and we had to replace the bulb in the other. We had to ask for extra blankets and pillows for our sons. No glasses - silverware - plates in "kitchen" area. A couple paper cups (we got more downstairs in the dining area). There are two tiny little trash receptacles - one in the bathroom, one under the sink. No recycle bin (there's one - and a trash bin - around the corner in the hallway). No place to hang hand towels by the sink, the light in the bathroom has a very loud fan - no way to turn on a light without hearing that fan loudly blasting. No outlet in the bathroom. Business area - all computers/ printers out of order. We had a fire place in the room - it's on a 15 minute timer. So you need to reset it every 15 minutes for it to work. Then - Christmas Day - no hot water. They called to have it repaired, but it took at least 2 hours to get it fixed. The staff did the best they could, and were very nice. Breakfast OK, room clean. Location best part - close to Eastview mall, and thruway - 490 exits. We are not super picky people, this is just the facts. But there is absolutely no way we are ever going to stay in a suite in this...

I am a hilton honors member for years. I booked a king non-smoking bed at Hampton Inn & Suites Rochester/Victor on hilton honors website with points. When I reached at the hotel site, receptionist (Pamela) at the front desk told me and my wife that even if King rooms are available she could not give those to us even if we reserved the king bed and instead offered us double bed and tried to explain us how double bed are similarly priced and we are not losing much. We asked why she could not give us the available king bed to which she replied saying that those were booked by someone else in advance and I booked just now and she could not bump the other guest to accommodate me and and my wife. We understood it was probably a glitch in the reservation system (by trusting what Pamela was explaining to us) and we requested her to connect with the manager and she said she would not bother manager because it was late so, we requested to connect with Corporate and see what they could do for us because this was very late in the night (around 11:30 PM). She refused to call the Corporate number and asked us to call them and sort this out ourselves. We suggested that it was a glitch in the system and it was not our fault where the system allowed us to book the room and explained her that we should not have to run around to other hotels and call corporate because it was the system issue and she should take care of this. She started telling my wife that she did not know how the reservation system works. The attitude shown by this person was very callous at this late in the night when we were very exhausted after a long drive and her remarks made our trip very unpleasant. We had to tell her multiple times at 11:30 PM that this was a system issue and after a lot of heckling she called Hilton corporate number and said to the other person on the line - 'This guest wants to talk to you'. She did not bother to explain the issue on the corporate line and handed me the phone and I had to explain what exactly happened and corporate person on the line said they could not help with the reservation at this hotel. Corporate person cancelled the reservation at this hotel property and placed us in another hotel close to 12AM. The overall experience was bitter and unpleasant with Pamela and she was not professional at all in handling this situation this late at night and non-apologetic to us. Need better...