Hyatt Regency Rochester in Rochester

Firstly the girl at the front desk with the glasses had an attitude even before I got there. Didn’t ask me for my room number, did not greet me or anything. Assumed my 2 rooms were not able to locate. I requested to speak with a manager. She directed me to the manager whom was eating with her mouth full. After escalating it to the call center they magically located my rooms. The bathroom was like a sauna, the walls are so thin you can hear absolutely everything. The pillows were thin and the a/c unit was beyond loud. Horrible experience for a Hyatt. Do better.

I haven't been on vacation for the 4th in 21 years due to my daughter's birthday the next day. This the worse Hyatt I have stayed at. The front desk staff nasty, rude, didn't tell me anything about the hotel nothing. I am a true swimmer so being the weather was so hot I was excited I didn't have to travel to a beach. The pool was closed and from the reviews I just red it's been closed awhile now but wasn't informed prior nor did the staff say anything. The advertisement around the hotel OLD. The coffee spot on the property closed has been for awhile. The roof top closed the whole time. Everytime I asked the front desk got a different answer. The bar was closed as well that was attached to the terrace never opened up. Let's not forget you can't control your own heating or cooling which I found very odd. Just please read the reviews some people don't be lieing either

I was very disappointed with my recent stay at the Hyatt. I have stayed at several Hyatt properties before and have never experienced issues like these.

First, there was a problem with my reservation. My original booking (for both rooms) was for two nights, but I extended it to three in April. I contacted the Room Ops Manager and Hyatt central reservations because my online reservation still showed only two nights, and I was reassured multiple times that the third night had been added. However, at check-in the reservation still only reflected two nights.

In addition, the room cleanliness was unacceptable. I attached one photo, but there was also an empty Sprite bottle under the sink, discoloration on the bottom of the shower curtain, and when I closed the curtain on my first morning, a dirty facecloth from a previous guest fell into the shower from the curtain rod.

I also had repeated difficulty getting housekeeping assistance. I called at 6:30 AM on Friday requesting service for both rooms, called again mid-afternoon, and still received no housekeeping service. I later went to the lobby to request additional towels but never received them. I also sent a message through the Hyatt app text feature and received no response.

Additionally, when we arrived Thursday evening around 8:45 PM, we had hoped to eat at the restaurant, but the kitchen had already closed due to a mechanical issue.

Lastly, the escalator and pool were both out of service during our stay. And one of the two rooms had coffee pods, sugars, and milk but no coffee machine.

Given that I paid nearly $2,000 for two rooms over three nights, I found the overall experience extremely disappointing and far below expectations.

BE AWARE ⚠️The pool and spa is not open and you can not see it on the main website as they say when you go to check in.

EDIT:

A formal escalation email has been sent for guest safety and service failures.

The hotel’s primary parking/check-in access area was closed, requiring navigation through an unfamiliar downtown garage area and surrounding city blocks in order to access the hotel. This created unnecessary inconvenience and safety concerns.

After entering the room, multiple deficiencies became immediately apparent:

* The room contained coffee supplies but no coffee maker.
* The in-room telephone was nonfunctional with no dial tone.
* The television remote was missing.
* No bottled water was provided.

Because the room phone did not work, I was repeatedly forced to use my personal cell phone to contact the front desk regarding basic room deficiencies that should have been identified before guest arrival.

The most serious issue occurred the morning of checkout, prior to the 11:00 AM checkout time. A “Do Not Disturb” sign was visibly displayed on the room door. Despite this, I heard repeated knocking, key access activity at the door, and announcements from housekeeping. Shortly thereafter, I heard the room door open.

Unauthorized or attempted entry into an occupied guest room raises serious privacy and safety concerns.

What is especially troubling is the hotel’s response afterward. Rather than addressing the concern professionally and transparently, I was told that housekeeping claimed the room door had already been propped open and that staff merely checked the room before shutting it again. That explanation is inaccurate. The room door was not left open.

I am currently awaiting a reply from corporate. Beware of house keeping opening your door while sleeping, etc even with the do not enter sign up. Very dangerous.

This is the worst Hyatt I've ever stayed at, bar none. Extremely disappointing.

I checked in at 4 PM and was given the lowest floor, right next to the pool, which was filthy.

It's fine if you don't use it, but it was incredibly noisy. The bar on the 3rd floor is open until 1 AM, there's a pool, and a terrace restaurant on the 4th floor—it's ridiculous.

The interior design is nonexistent, and the coffee machine was broken; I had to ask them to replace it.

The location is also awkward; it's quite far from the museum. It would be much better to stay further out for easier parking at the museum.

In short, it was extremely difficult to get a room; they said the room was full, and the service was terrible.

No hot water from the shower in cold weather.
Ridiculous!
Noisy room neighbours. Scary.