Hyatt Regency Rochester

Very very low quality Hyatt. From the entry with dirty floors, scuffed up walls, to the unfriendly staff (wearing T shirts), non working in room safe, loud noises in our room from street, elevator, and old AC units, I would never stay here again, which as a long time Hyatt patron is disappointing.

I was overall unhappy with my stay. Housekeeping knocked on our door at 845am, however had no uniform or any other hotel identifying information which was concerning as this could have been a stranger attempting to enter two females room. I attempted to call the front desk from our room phone, which was not working, which was another safety issue. For breakfast, I was charged extra for requesting turkey sausage, as I don't eat pork. Not only was I charged, but it also took almost 30 minutes to come out, and didn't taste fully cooked. I was truly disappointed with my stay here compared to my other Hyatt stays

Supper was good at the Bar plenty of food service excellent

The rooms linen was so wrinkled and not stark white. It looked to be an off white color so it appeared that it had not been fresh linen. Also, the room was not swept well and the chairs had foam coming out of the arms.
The lobby was so hot that I could not even relax long in the lobby while waiting for a friend. Granted it was over 90 degrees outside but people should be comfortable in a lobby. I had to keep going to my room to cool off.
If the pool was operating I might have been able to go swimming and cool off but it was closed. Also, several guest said their air conditioning was not working in their rooms. One of the guest left the hotel at 2am and drove home because his room was too hot.
This is the first and last time I will ever stay at this hotel and I would advise others to look elsewhere also.

The beds were so comfortable

I was surprised when I arrived and found my room dirty. The floors were not swept or mopped. Plastic on the floor. Lotion under the vanity. Ketchup(?) on the table. Something on the chair...!? And paper thin walls and door to the adjoining room.

Not great. Would not recommend. For the amount of money spent the services were extremely lousy. The front desk staff seem to hate their job, they do not want to help. Call for requested items like rags and toothbrushes, it took them over an hour to bring them. NOT WORTH THE PRICE OF HOTEL AT ALL. Extremely frustrated with stay.

The location was OK. I didn't like the atmosphere of the hotel. Room was just OK, not a typical Hyatt room. Not worth the value. It was clean, just not to Hyatt expectation. Noise level was fine. Service was just OK, not exceptional. I checked out the gym, small, not room for more than one person to work out at time. Couldn't use it.

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.