DoubleTree by Hilton Rochester

The hotel's stunning six-story atrium, adorned with tropical plants and trees, serves as a memorable signature feature, creating an inviting and unique atmosphere that many guests appreciate. This central space often hosts events and provides a pleasant area for relaxation. The hotel is particularly well-suited for event attendees, such as those participating in conventions or sports tournaments, as well as families who enjoy the amenities like the pool and complimentary cookies. Business travelers also find the location convenient. However, guests should be aware that the hotel is undergoing significant renovations, which can impact the availability of certain facilities and contribute to noise. To ensure a more comfortable stay, it is advisable to inquire about the current renovation status and consider requesting a room away from high-traffic areas or the atrium if a quiet environment is preferred.

Facilities & Amenities
The hotel's stunning six-story atrium is consistently praised for its beauty and serves as a vibrant central hub, often featuring a bar and ample seating. While the indoor pool is a popular amenity, many guests report that the water is uncomfortably cold or even freezing, despite being advertised as heated, leading to disappointment, especially for families. The Wi-Fi connectivity receives mixed reviews, with some finding it functional and others experiencing slow speeds or difficulty connecting. The elevators are frequently noted as being painfully slow and stopping on every floor, regardless of passenger requests. Some rooms include refrigerators, though their functionality can be inconsistent. Guests also mention a communal microwave and a shuttle service, which has received mixed feedback regarding its availability and clarity of booking requirements.

Cleanliness & Room Comfort
Guest feedback on cleanliness is mixed; while some rooms are described as clean, many reviews highlight significant issues such as stained sheets, dirty floors, unemptied bins, and even mold in bathrooms. The beds are generally found to be comfortable, though some mattresses are reported as old or worn. However, the overall condition of the rooms is frequently described as dated and in need of renovation, with common complaints including broken fixtures like non-working TVs, lights, and toilets with poor flushing. A major recurring issue is noise levels; guests often report disturbances from thin walls, the loud HVAC system, and significant atrium noise from events or other guests, making a restful night's sleep challenging for many.

Dining & Food Quality
The hotel offers various dining options, including breakfast, a restaurant, and a bar. Breakfast quality receives mixed reviews; some guests find it good with a variety of menu options, while others describe it as terrible, with cold food, limited choices, and being overpriced. The restaurant and bar are noted for having good food quality, with specific praise for certain dishes and friendly staff like Teresa and Tyler. However, common complaints include long wait times due to understaffing, incorrect orders, and a limited menu. Room service availability is inconsistent, with some guests reporting it as unavailable or confusing. The warm cookies offered upon check-in are a consistent highlight and a much-appreciated touch by many guests.

Location & Accessibility
The hotel boasts a highly convenient location, making it easily accessible for various types of travelers. It is situated close to numerous shopping centers and restaurants, offering guests a wide array of choices for dining and entertainment within a short distance. Its proximity to the highway access makes it an ideal stop for those traveling by car. Additionally, the hotel is well-located for visitors to the nearby university and provides relatively easy access to the airport. Parking is generally ample and free, which is a significant advantage for guests. However, during large group events or conventions, the parking lot can become crowded, making it challenging to find a spot.

Staff & Service
The staff at the hotel generally receives high praise for being friendly, helpful, and professional. Many guests highlight the attentive service provided by various team members, contributing positively to their stay. The check-in process is often described as quick and efficient, though some guests have experienced long waits or issues with room assignments. However, housekeeping is a significant area of concern, with numerous complaints about inconsistent service, rooms not being cleaned daily, unemptied trash, and a lack of fresh towels or toilet paper. While the overall customer service is appreciated, some guests have reported negative interactions with front desk staff when attempting to resolve issues, indicating a need for more consistent problem-solving.

Additional Information
The hotel is currently undergoing ongoing renovations, which significantly impact the guest experience. These renovations have led to various disruptions, including hot water outages that have lasted for extended periods, closed facilities like the fitness center, and general construction noise and mess. A major concern raised by multiple guests is the presence of pest issues, with reports of mice, roaches, and ants found in rooms and public areas. The hotel also implements a curfew policy for guests, including children and adults, during certain group events, which has caused dissatisfaction among some visitors. Furthermore, guests have noted issues with towel availability and toilet paper shortages, indicating challenges in maintaining adequate supplies.