Hyatt Regency Rochester, Rochester

Hotel room was great. Except coming back to hotel we were locked out and had to be buzzed in by hotel staff, which is stupid, and I was charged twice for my room, because staff can't or don't know how to do their job anymore.

Liked: Could be better.
Disliked: Mostly bad.

It was very good! Me...

Liked: It was clean, staff was quick and very kind
Disliked: Everything was good

It was pretty good. I've...

Liked: I appreciated the speed to check in and out. Very efficient.
Disliked: There are a few things which I would suggest. The cold shower wasn't great. Also, there could be better provisions for soap than one mini bar which I had to use to shower. Lastly, no included breakfast is not great.

Very good

Family event

Liked: Perfect location to stay for the family event.
Disliked: The pool was closed for maintenance for two days which we were not informed about and a reason for picking the hotel.Room not cleaned when requested.Promised a free night which never materialised and very difficult to chase now back in UK.

Decent

Disliked: The hotel is beautiful. The location is not so nice. We walked to dinner at a nearby restaurant and it was a little sketchy. A lot of garbage and graffiti and just people sitting on the street.

Very good

Liked: Great staff
Disliked: The ELEVATOR doesn't work - waited over 10 mins and had to walk down the stairs with too much luggage. Other guests were talking about same.The lobby is haunted by the sounds of a squeaky escalator. Sounds like the mechanical maintenance needs work throughout

Superb

Liked: The hotel was clean, staff was friendly, the bar was nice and bartender was very pleasant.
Disliked: The escalator wasn't working, I was told the parking fee was $10, it was actually $14. The breakfast at the restaurant was not good especially for the price.

Will never stay at a...

Liked: Location was good and beds were comfortable
Disliked: Noisy rooms and could hear people talking/showering in next room. Server at main restaurant was horrible. Replied rudely when we asked about an allergy for a child and when I asked another question about an ingredient she started yelling to the point we had to take our young kids and leave. The kids were horrified and didn’t even want to sleep at the hotel. I have never been treated so poorly. Sent emails to the hotel but no one even cared to reply. Paid good money to stay at a ‘nice’ hotel. Never again.

Exceptional

Poor

Liked: Location is right downtown and walking distance to the Strong Museum
Disliked: The staff was apathetic. They have poor customer service and our room was unclean and still had stains on the toilet when I checked into our room. The reception staff also forgot to take my credit card for incidental fees upon check in and I have to call back and give them my card so they can put my bar charge through. From there they decide it was ok to charge me $150 for property damage without even informing me while we had a phone conversation. I didn't know until I recieved the invoice a day later, I had called to ask what it was. From the conversation it was obvious they made a mistake of charging me of room damages done by another guest in a different room since the check out date and the background of that photo didn't match up with my check out date and my room setup. I tried to resolve it with the manager by calling again but met with really poor customer service. I hung up felt like I was robbed. Emailed the Director of Rooms. No response. Then the manager called me a week later to admit their fault and reversed the charge. This left me with a really bad experience with Hyatt Regency overall. I cannot believe this is treatment is by a Hyatt Hotel.