Hyatt Regency Rochester

Just location

Hotel was clean and that's the only good thing I have to say. Long line at check in (many in our group had to wait for their rooms even though we arrived more than an hour after check in started). Pool was closed. AC in room didn't work. No breakfast included. Incredibly overpriced.

We arrived exactly at 3pm for checkin. Both lines were long and a lot of people were waiting to check in. Yes, there were events going on this wknd in Rochester which they should have prepared for with more staff. As a discoverist our room was not ready for check-in. We waited almost 45min before leaving to see if it would be ready. At 3:45pm it wasn’t ready so we left. Our room wasn’t ready for more than 2 hours after check-in time. We came back at around 6p and our room was ready. We didn’t get a text from staff letting us know our room was ready. We didn’t get a text from the hotel until 7:22pm about our room being ready in which we were already in. Complimentary breakfast or two free drinks were offered. The room upon checking in the shower floor was dirty, windows were dirty, stains on duvet, and makeup on counter. Understaffed in lobby and during breakfast.

Location, coffee and creamers in room. Beds comfortable.

Wonderful hotel. Clean, friendly and helpful staff.

Will definitely be back

Breakfast at hotel restaurant was outstanding

The location seemed convenient

The location of this hotel is quite good, but unfortunately, the service and management fell completely short of Hyatt standards.

When we arrived, the lobby was incredibly chaotic and noisy (it felt like there was an event going on, but the front desk was clearly overwhelmed). The efficiency at both check-in and check-out was extremely poor. The standard check-in time is 3:00 PM, yet we arrived at 8:00 PM and were told our rooms were still not ready. We had to wait for nearly an hour after a long day of travel.

To make matters worse, the attitude of the staff during this ordeal was cold, dismissive, and defensive. The evening manager promised us 10,000 World of Hyatt points (5,000 per room) as compensation for this severe delay. However, this promise was never fulfilled. When we followed up at check-out, the Director of Rooms promised to look into it and reply by that night. It has now been over a week, and they have completely ignored us with zero follow-up.

The only saving grace and positive highlight of our stay was the breakfast. The breakfast staff were exceptionally warm, polite, and friendly—a stark contrast to the front desk management.

Due to the lack of integrity, poor communication, and broken promises by the management team, I cannot recommend this hotel. If you value professional service, look elsewhere.

Great location

Convenient location in heart of downtown. Walkable restaurants (go to Patron Saint) and bars and even the minor league baseball ballpark. Friendly service.

Obvious staffing issues. Escalators inoperable. Poor housekeeping frequency.
Pot and urine small at hotel entrance

The property is very nice and in good location if you want venture out.

Spent six nights here recently. On first inspection of the room I found the shower curtain had rips in it, the comforter had holes in it and the floor, though vacuumed, was not mopped and very dirty. The second day we came back to find the room NOT made up, so the following morning at 9:15, I requested service. Returning at 3:45, it had not been cleaned. Eventually we did get service that afternoon. The fitness center has no fans, and being next to the pool (not in service that week), it was very warm. There were clean towels and cold water but no mats and only free weights for resistance training. The shower was very good, with no restricter and the TV worked well. One other guest told me his toilet would not flush. The entry is dark, gloomy and dirty as it's the garage entrance, with no direct street access. The overall impression left was that management was not checking on staff performance, or, there is not enough staff to clean, paint and make the entrance more appealing than a back alley. The food seems to be of good quality but aside from that location, only Dinosaur Barbecue (excellent) is the only dinner option within walking distance. The downtown area is run-down, with empty buildings and the smell of urine and marijuana in the air daily. There were some homeless people wandering about but only one (a young girl, walking with a man) asked us for money.

location

Staff was pleasant but I guess housekeeping not doing their job

Dirty hotel. Dismissive staff. No room service for making up the beds, towels etc.. Escalator broken, pool out of order, parking garage under construction, internet not working.