Hyatt Regency Rochester

Very thin walls…

I was here for 5 nights for a conference and it was a great spot to be able to walk to restaurants and spend free time seeing some of the sights. The garage is partially connected to the hotel and easy to get in and out from. The city is easily drivable, and I wish I'd had more time to explore.

The Wi-Fi worked about half the time. No backup plan--just keep trying to connect. Swimming pool was closed for maintenance. Three treadmills in the gym, one broken. On the positive side, the rooms were clean. But not recommended for the price.

We had a wonderful time at the Hyatt for the Girl Scouts of Western New York's Annual Gold Awards Luncheon. The room looked fabulous, the chicken lunch was fresh and tasty, and the wait staff even roasted the marshmallows for our S'mores Dessert Table! Lovely event!

No wi-fi in my room. The only time I got consistent wi-if was one time in the lobby, when it said it was connected to Starbucks. I never had it in my room during my stay. The staff were very nice though.

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.

The front desk and restaurant/breakfast staff was not that nice. The bar/dinner staff was wonderful, and have one the best chef I experienced in USA.

Bedding is like a sheet salad by the time I wake up. No fitted sheets. Always end up with the mattress protector exposed. Thermostat has signage that says it only works between certain parameters. Mine still stopped working within those limits. Poor ventilation in the bathroom. Turns the whole place into a sauna after showering. Dusty as heck. No in-room microwave. Poor lighting. Very friendly staff.

This hotel used to be great, now it's critically understaffed, extremely dirty and I mean extremely. Also nothing works, the last two times I have been here either the AC was out or the shower was out. Maintenance does not answer and the hotel never offers another room or a credit, even when asked. Traveler be ware, stay away from this property.