DoubleTree by Hilton Hotel Rochester

The hotel has good location, close to highway and shopping. We had good night sleep there. Our room was facing Jefferson road so noice was not an issue at night. However, the hotel does not offer free bottled water as others. We had to retrieve our own from our car. It would be nice to add considering the relative low cost.

Awesome

When we started planning our event during April 2024, we expected a professional implementation of our intentions as far as how the event would be coordinated and executed, and no change in leadership during the process. But there were 3 changes in leadership during the 16 months that followed leading to the event. This caused the majority of what we discussed with the 3 planners before the final one to be lost in the translation, despite us trying to keep the final planner up to date as much as possible. As a result, on the day of the event, the cleaning and set-up crew was totally unprepared to set up and execute the event as intended - whether it was due to the amateur crew assisting the supervisor (which she confessed herself, referring to them as 'teenagers' who had to be watched constantly) or lack of communication within the staff regarding set-up and other activities. Overall, the event was the most unprofessional display by any hotel we have ever seen. Doubletree was a respectable hotel in our opinion before this experience. Everything that could possibly go wrong did go wrong - and I will start from the beginning. Hotel rooms: The room that the bride and groom got the night before the event was not cleaned up. There were slices of half-eaten pizza on the counter, other garbage around the room, and the bed was not made. When they called the front desk, someone came and removed the large garbage and made the bed - and that was it, no further cleaning. The same day, the room for another guest was leaking from the roof, and the bed was soaking wet. She sat down on it without realizing and wet her clothes immediately and completely. Two of the guests we were paying for the night before the event did not get the 2 Queens Bedroom we arranged for them and promised to us by Reservations, and they got the 1 King Bedroom instead. This was unacceptable as each of these guests had 4 family members - and this was the reason the 2 Queens Bedroom was arranged for them. Also, the groom's brother had check-in issues with his event night reservation. There may have been other issues with hotel room check-ins which I am not aware of. Set-up the morning of the event: The set-up was supposed to begin at 11 am according to the banquet event order (BEO). However, cleanup of the event from the previous night did not begin until noon, and the crew supervisor was extremely overwhelmed as she did not have any help, or the table layout from the event coordinator, to set up the tables. This was due to lack of proper communication between the two of them. Eventually the supervisor had to go into the coordinator's office and obtain a copy of the table layout. Seeing the former in panic mode, we tried to help to speed up the task. However, one of the round tables my cousin and I tried to move was not locked as it should have been by the hotel personnel. The moment we tried to move it, this heavy unlocked table folded and fell just under my righ

We have stayed here multiple times in the past. This hotel is conveniently located just off 390, close to several restaurants, stores, and the colleges. It’s affordable, comfortable and large so it usually has plenty of availability. We’ve never had a bad stay. This stay, unfortunately, we experienced some issues. The rooms itself was nice. Recently remodeled. The carpet in the hallway is obviously new also. The bathroom was renovated and nice, but the sink was clogged upon arrival and there was no answer at the front desk when I called for assistance. The room was also freezing when we arrived. The air conditioner works, and that’s a plus, but the temp was on 60. The elevators are always broken and again, just one was working. The hotel was full of high school teams trying to squish into one small elevator. Those same students were also running down the halls yelling and screaming until at least midnight. And most importantly, housekeeping was pounding on the door at 10am, even though check out is stated to be 11am. This is a huge pet peeve of mine. Why say check out is 11am if you’re trying to push people out at 10am?

To begin with I primarily stay at Hiltons. They are almost always excellent from reservation to checkout. This time however it unfortunately did not meet expectations. Upon checking in with my family I was advised they no longer had the room I had reserved, two double beds. They only had rooms with one bed and a pullout couch. I asked if I had RESERVED a specific room why was it no longer available? My son began quoting Seinfeld "You know how to take the reservation, you just don't know how to hold the reservation." A system error we were told, but to try and add a positive note this room was supposedly newly renovated. With no other option we took the room which was very nice. There was no bedding for the pullout and it took over an hour for them to bring it. The pullout was full size, not queen as we had been told, and very uncomfortable. Not up to the Hilton quality. The TV remote did not work and engineering never came to fix it as requested. The refrigerator was warm when we went to put our leftovers in. The unit only had two options, On for 2 hours or Off for 8 hours. I've never seen this before, nor can I imagine how having a refrigerator on for only 2 hours would be useful at all. It cooled very quickly, but as you can imagine it was warm by the next morning so our food was spoiled. The king bed was very comfortable and the sheets were extremely soft. The room overall was well appointed. At least two floors of this property were being renovated so I'm sure that factored into the situation. My wife was also happy to find that the famous cookies now were available in gluten-free. If you're planning to stay at this location be sure to check-in online and choose your room asap.