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at the Homewood Suites by Hilton Rochester/Greece, NY
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Average visit, some disappointments
Sep 15th, 2020
First, breakfast service on the Monday of our stay was exceptional. The male and female employees (2) serving went out of their way to be accommodating and service oriented. Hotel front parking lot was filled with trash (beer bottles, fast food bags) on Saturday morning. The night before there were a lot of people hanging out in the parking lot which made us a little uneasy late at night. On Saturday night, the hoel was incredibly loud. There was a room that was obviosuly reserved by guests for a raucous party. They were drunk and rowdy. It lasted until we got back to our room around 10 pm until 4 am. The hotel staff did not seem to monitor or walk through floors to do checks. There was no way this could not have been heard. We were scared to report them in case they found out who called - they were that loud and unruly. When I called the next day to the front desk to ask if they could monitor the halls that evening, the desk clerk told me I should have called. She said it was probably the room next to me and not the one above like I thought - it seemed like the hotel already knew the guests were trouble since she knew exactly where the noise came from. She said if I called they would have thrown them out - which seems over-reaching unless they already suspected a problem. We would have been even more worried for our safety reporting drunk and rowdy guests who then ended up getting thrown out. We also were disappointed with breakfast options on the weekend. When we came downstairs at 8:20 am we were told they ran out of food. The staff member reluctantly cobbled together an unripe orange, apple sauce, a muffin, and a granola bar for us. We stayed at a Hyatt Place in August and they had really good breakfasts to go that guests could heat up on their own, plus several other pre-packaged options (for a lesser nightly rate). We like staying here because of convenience to family. However, this time around, the hotel seemed to be really changed - trash left uncleaned, drunk guests reserving rooms for all-night parties, and a clerk who told me the loud room was my fault essentially since I did not feel safe calling to report them. I suggest the hotel monitor the halls at night to ensure guest safety. The quality of this hotel keeps decreasing which is so unfortunate. When we checked out, no one even asked us how our stay was. I used thousands of Hilton points for this reservation based on my past loyatly - we were sadly disappointed. TRIPADVISOR.COM USER
Love the suites
Aug 22nd, 2020
Stayed one night with our granddaughter just to do something fun. When we got there our room wasn't ready, but the desk clerk couldn't have been more nice. Told our granddaughter she could get a snack out of the room they have. We loved the suite, clean and plenty of room for a 7yr old to act out. The only complaint with the room was the one bed really needs a new mattress. Tilts to one side. The pool was great and the breakfast was wonderful too, even though not a buffet because of Covid, they had plenty of food to serve us. Our granddaughter loved it, didn't want to leave. We will certainly be doing this again!! TRIPADVISOR.COM USER
Aug 16th, 2020
Room was spacious and very friendly staff. However there were a number of little issues that might make me pass on this one next time. The pull out couch cushions were pretty dirty and beat up. The TVs did not work. Also, there was no morning breakfast (despite it being advertised when we booked). This is our first time traveling during COVID, so I’m not sure if this is customary. It was a very convenient and centralized location. Reasonably priced, but a little bit of get what you paid for here. TRIPADVISOR.COM USER
Nice Clean but the front desk follow up is nonexsistent
Aug 12th, 2020
During a recent stay at the Homewood Suites in Rochester/Greece, my room was not cleaned one day. Upon checking out I informed the front desk staff of the issue but at the time the hotel was experiencing a computer outage. The young woman took down my information and said she would investigate and would be in contact. I never received a call so when the final bill arrived by email I called the hotel and spoke to gentlemen. He said that he remembered me because he put in my late checkout request. I proceeded to tell him that there was an issue with that late check out as well because the request was not put in the computer system so housekeep knocked on the door twice that morning. Then I asked if there were any updates on the investigation into why housekeeping did not clean the room on one of the days. He had no idea what I was referring to and said he would investigate and get back to me. As of today, two weeks later, still no response. It is very disappointing that the front desk staff uses the investigation excuse not to deal with a guest complaint. TRIPADVISOR.COM USER
Spacious clean rooms, friendly staff
Mar 14th, 2020
I was greeted cheerfully at the counter and offered a cookie then invited to the evening social. The room was spacious and sparkling clean. Breakfast had great variety and was very tasty. Will definitely stay again. TRIPADVISOR.COM USER
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