Name: DoubleTree by Hilton Hotel Rochester
Address: 1111 Jefferson Road, Rochester, 14623, US

4/10

Poor

29 Jul 2026

Ikenna

It is a nice place. However, the place could use better cleaning and maintenance

2/10

Poor

27 Jul 2026

MONICA

Check-in was at four. I wasn’t checked into my room to almost 5:45. They were checking in other people and they alluded to the fact that I booked it through Expedia a third-party so that’s why my room wasn’t ready . I had to sit around the lobby. They said I could use the amenities, but there was no bathroom to change in. The restaurant didn’t open till 530. They had some kind of seminar there and there was a lot of stuff in piles laying around from the seminar, and there was quite a few empty water bottles

6/10

Pleasant

26 Jul 2026

Michelle

Had to ask for towels and TP twice.
Room was not cleaned liked promised.
AC did not work properly.
Lobby was extremely warm.
Elevator broke with kids in it.

6/10

Pleasant

26 Jul 2026

Macy

No cookies no water no patience with guests. Front desk agent overwhelmed and snippy.

4/10

Poor

25 Jul 2026

Sonya

Room was ok. But toilet barely flushed and finally clogged broke ..shower head ran in your face while trying to take bath. They came up but couldn’t fix.

8/10

Excellent

24 Jul 2026

Aaron

Over all it was good...........

8/10

Excellent

23 Jul 2026

Jose

Everything was great. Would stay here again definitely

8/10

Excellent

15 Jul 2026

Aarif

The location of the hotel was fantastic! Everything is close by. The one issue we had was with the setup of the room. There were no towels, soap, or glasses provided in the room. It looked like it was stripped clean. The front desk did help us out amd provide these things when we went down to speak to them. The AC in the room is also very loud and it runs the whole night.

Family_with_children

10/10

Exceptional

13 Jul 2026

James

Great stay as usual

4/10

Poor

13 Jul 2026

John

The noise from the kids at the pool was unbearable until after 10pm. Then someone pulled the fire alarm around 11pm and woke us up.

Partner

8/10

Excellent

08 Jul 2026

Alexander

Great !! Small complaint , we stayed almost a week and wish they put microwaves in rooms. They had mini fridges.

Family_with_children

6/10

Pleasant

07 Jul 2026

Jon

Two women stood at the reception desk as we arrived. They barely glanced at us, and neither spoke to us as we approached them. It was late at night; my wife and daughter and I the only guests in the room. Unsure which woman to approach, I chose the one nearer the front doors. She had a phone to her ear, and seemed displeased that I was interrupting her. \"Just a minute,\" she said tersely. I waited. When she hung up, she did not make eye contact and greeted me with the equally terse request, \"ID,\" like a prison commandant might address a new arrival. Perfunctory questions followed, all of which she mumbled, all of which I had to ask her to repeat. Meanwhile, her co-pilot stood by like a statue. At last, the check-in lady gave us a flicker of a smile when she offered us some complimentary cookies. Now, I don't expect a brass band or servile kowtowing when I arrive at a business establishment, but something tells me these particular night shift employees could do with a refresher course in hospitality.

Family_with_children

6/10

Pleasant

06 Jul 2026

Amanda

My shower was very cold but we

10/10

Exceptional

06 Jul 2026

Erika

Clean room beautiful place the pool was great the restaurant Bristo was Amazing the drinks were great and the staff super friendly!!

Partner

10/10

Exceptional

05 Jul 2026

Jeannette

Everything

Family_with_children

4/10

Poor

03 Jul 2026

Lila

Our bed was flipped upside down and bedding out on top. I had them come fix it and maintenance caused a big storm of dust and dirt. We requested for housekeeping the tender came 6 times. Following day we expected regular routine cleaning at least which also never happened. We were shocked at the state of the dirt under the bed. Hotel management never reached out I paid over $300/night.

Friends

10/10

Exceptional

03 Jul 2026

Mary

I love everything about the hotel the staff my room everyone at the front desk was so pleasant, professional, good customer service and was very helpful. The housekeepers were very nice and went the extra mile to stop cleaning room to assist me.

Self

10/10

Exceptional

22 Jun 2026

Antwan

I didn’t like how late check in is I go places that check you in no matter the time with a reservation so that was the only problem

8/10

Excellent

22 Jun 2026

Kelly

clean room and location

Partner

8/10

Excellent

18 Jun 2026

Aimee

Very nice, there was a birthday party so we couldn’t use the pool and unfortunately the party was also on our floor. Hotel was clean, comfy.

6/10

Pleasant

14 Jun 2026

Aimee

Staff was unorganized. The first night I called for a new iron because ours was filthy and part of the ironing surface was broken. It never came. Had to recall in the morning, which ran me late to my event.

The toilet seat was loose and I nearly fell every time I sat down. There was no hand soap. The closet is made for men’s clothing. The shelves and bars are very low and I couldn’t hang my dresses.

We never got service to our room. Someone came by very late afternoon with a checklist of sorts… finally brought replacement towels, tissues and bar soap for our hands.

The facility desperately needs a remodel. Rooms are not cozy. It was very busy. The only positive thing I could say is the bed was pretty comfy.

Probably would not stay here again.

Business Partner

6/10

Pleasant

30 May 2026

Du

The hotel is a bit outdated, but it is nice and clean. The swimming pool was a little cold. Breakfast is not included, but there is a $25 fee per room for the basic option, which is not worth it.

8/10

Excellent

29 May 2026

Alan

Repair the rust on the rotating door.

Family

10/10

Exceptional

28 May 2026

Georgeanne

The breakfast buffet was just ok and it cost $15.00 each.

10/10

Exceptional

28 May 2026

Christina

This was our second time staying. My son wanted to have his bday party w some friends. So it was a perfect spot and decent price for 2 rooms. We were able to check in early as well which worked out perfectly. Pool is always nice, I love the vibe w the trees and plants.

Family_with_children

2/10

Poor

28 May 2026

Janed

My room wasnt clean dirty underwear hanging in bathroom. Room moved to had hair around the-toilet. Front desk team was friendly

Business

2/10

Poor

26 May 2026

anne

No hot water 3 days

Partner

8/10

Excellent

25 May 2026

Gail

Room clean, would be nice if warmer. Staff good. Breakfast well presented and delicious.

Family

4/10

Poor

24 May 2026

Erin

Our room flooded from the floor above while we were trying to sleep. Ice machine on our floor was broken. New room we were moved to smelled horrible and had a broken fridge that didn’t keep our food cold and had to be thrown out.

Friends_and_family Family

10/10

Exceptional

24 May 2026

Cynthia

Very clean room and nice atrium area and pool.

10/10

Exceptional

22 May 2026

NANCY

The staff at the front desk were very friendly and helpful. We had a minor maintenance issue and it was handled very quickly. Very nice to work with. The Trellis Restaurant and Lounge was very good. Theresa did a great job! All in all it was a great experience.

Family

8/10

Excellent

22 May 2026

Leonard

I had a handicap accessible room. I stand 6'5. The shower head was at least 1-2 feet below my head, making a shower awkward. The room door stuck and had to be kicked or pushed hard to open

Partner

6/10

Pleasant

21 May 2026

Tong

.

10/10

Exceptional

19 May 2026

Melody

Loved this hotel! The view from our room wasn’t great but the glorious sunset we watched from the comfort of our bed was so nice! Room was clean and updated, beds were comfy. Stayed one night and checked in late so didn’t get to enjoy the pool but the decor, sitting areas and bar area looked amazing. Will book there again when returning to Rochester.

Family_with_children

2/10

Poor

19 May 2026

Edward

Dirty room, noisy, rare housekeeping

Family_with_children

8/10

Excellent

19 May 2026

Brenda

Streaming for TVs in the rooms does not work. Hotel seemed to be short staffed with regard to cleaning staff. It would have been nice to have been told, or to have had a flyer in the room that explained when and if cleaning staff planned to clean your room. Our room was not cleaned and I understand not every day but I would have expected alternate days. Never knew when and if to expect them. That not only benefits the guests but the cleaning staff as well as I always leave a tip for them if I know they are coming. Communication on things like that was poor.

Partner

4/10

Poor

18 May 2026

Sheri Marie

the hotel was apparently going under a remodel- the in room phone didn't work and TV kept going out. You kept having to unplug it and then re-plug it in.
The cleaning of the room was subpar. We never got clean towels and washcloths and had to reuse dirty, wet ones. When the coffee was restocked, they didn't clean out used wet coffee pod and just left it in the machine. Very disappointing stay.

Self

4/10

Poor

18 May 2026

Fernando

“Disappointing Stay After Several Positive Experiences”
We have stayed at this hotel before and always had a great experience, which is why we keep coming back. Unfortunately, this visit did not meet our expectations at all.
During our 4-night stay, housekeeping was consistently neglected. Every day we would return to an unmade room, despite notifying the front desk each morning before heading out. No action was ever taken, and — most frustratingly — the hotel never communicated with us about the issue or offered any explanation.
This feels like a staffing problem, but the lack of transparency and follow-through from management made the situation much worse. We hope the hotel addresses this, as it has the potential to be a great property.

Friends

8/10

Excellent

17 May 2026

Jason

Ok

Partner

4/10

Poor

10 May 2026

Sarah

Terrible customer service. Asked for a hairdryer for three days straight and it was never delivered to our room. Requested a room that looked into the atrium from a higher floor was given first floor that faced highway. Right beside outside door that didn’t stay locked and banged all night. Room was clean, but floor was filthy. Found garbage on the floor.

Family_with_children

8/10

Excellent

10 May 2026

margaret

Parking was easy and secure

Family

10/10

Exceptional

09 May 2026

Charlotte

Yes

Family_with_children

10/10

Exceptional

05 May 2026

Sarah

One of the very best hotels I’ve ever stayed at. The place itself was beautiful, the atriums really set the peaceful vibe. The indoor pool was the real reason we picked this place and it did not disappoint! The staff was beyond welcoming and helpful. This will be our pick every time in Rochester!

Family_with_children

6/10

Pleasant

05 May 2026

Donna

The hotel was very outdated. If I ever visit Rochester again, this would not be my hotel of choice.

Family

10/10

Exceptional

04 May 2026

James

Great place to stay !

6/10

Pleasant

03 May 2026

Ramona

I feel like there should be a complmental breakfast and a microwave in the room with all the money Double Tree makes

Partner

6/10

Pleasant

03 May 2026

Shimiah

Good parking,rooms a little old. Nice restaurant

10/10

Exceptional

30 Apr 2026

Michele

Parking was safe and easy. Breakfast was delicious, but it was hard to really get enjoy the atmosphere because it was freezing cold in the lobby/lounge area where the bar and restaurant are located. Many guests complained and we were told that it was because of the dampness outside and then we were told it was because of the pool which is located right next to the bar area. This issue interfered with our ability to socialize with our family and friends the entire weekend. Therefore we won’t be having our annual Spring gathering there next year. In the service industry the customer is always right in most cases and when you receive multiple complaints about the same issue it should be addressed immediately, not brushed aside with different excuses.

Friends_and_family Family

10/10

Exceptional

27 Apr 2026

Pamela

Parking was easy and secure. Room was clean and sufficient. My go to place when visiting Rochester.

6/10

Pleasant

27 Apr 2026

Charles

This hotel will meet your needs...that's it...not what I expected from a Hilton property....check in was quick and efficient...parking was plentiful...my room was dated and even had a leak in the ceiling...staff was great...but would I stay here again...no

Self

8/10

Excellent

26 Apr 2026

Paris

A beautiful looking place I didn’tn like climbing and running down hills with the hotel cart can be a pain and long distance to rooms. when it rains certain parts of the building leaks other than that the rates are reasonable and worth it.

Family_with_children

8/10

Excellent

26 Apr 2026

Darrayl F

The staff is fantastic, especially John at the front desk. The bar area is beautiful, and the hotel is centrally located.

Self

6/10

Pleasant

25 Apr 2026

christine

I did not like that the hotel was not very clean, I had someone's leftovers in my room refrigerator when I arrived.
I had no shower gel and the toilet leaked also.
I was there two nights I asked for my room too be cleaned, because of the issues and that didn't happen. So I def won't stay there again.

Family_with_children

8/10

Excellent

24 Apr 2026

Benjamin

Clean room, great amenities, nice atmosphere. Some spaces looked to be forgotten about or should be in renovation but weren't high on the list. Retrofits of HVAC in rooms was interesting and looked unfinished.

Friends_and_family Family

4/10

Poor

23 Apr 2026

Joseph

I had booked a king room but was given a double queen. The door to the room was out of alignment so you had to shoulder it open and closed. The shower handle to regulate temperature was loose so you had to hold onto the handle with one hand and wash with the other. That was quite a scene. The front desk sent the maintenance man to the room but he was unable to solve either issue. He said he would document my situations

Self

10/10

Exceptional

23 Apr 2026

Misty

Love it

10/10

Exceptional

22 Apr 2026

Jennifer

Very nice rooms, great shower delicious warm cookies.

Partner

10/10

Exceptional

21 Apr 2026

Ornella

The staff is super helpful and the space has all the amenities needed for a comfortable stay.

Self

2/10

Poor

20 Apr 2026

Diego

Property is unsafe

Friends

4/10

Poor

20 Apr 2026

Richard

Rooms were okay but common areas need lot of work, especially elevators. One day I asked 3 times about having my room cleaned, it never got cleaned. Tried to call guest services, \"0\" on the phone but no one answered. The bar and bar tenders were a high point with friendly service.

Friends

2/10

Poor

19 Apr 2026

Reuben

This property needs an entire makeover. Carpets were torn and filthy in the elevators. Hallway floor carpets were not cleaned. Room refrigerator was barely working. Wood surfaces were peeling. It rained while we were there and the lobby had three buckets to catch leaks. Cannot believe this is branded as a Hilton.

Partner

4/10

Poor

19 Apr 2026

Jillian

Was not very clean. I actually took a picture of the hallways and showed it to the staff.
It looked like they didn’t vacuum for DAYS!
I wish it was cleaner.

2/10

Poor

19 Apr 2026

Kurt

Slow check-in. The entire facility, including common areas and guest rooms, is dirty and worn out.
It is so run down, with maintenance obviously negligible, it will take a major renovation to restore it to a 5 star hotel. All carpet is disgusting and should be replaced.

One of the two elevators has been out of service for the last two days. I challenge anyone to look inside the elevators and view how beat up and dirty they are.

Friends

6/10

Pleasant

16 Apr 2026

Charisa

Available parking, front desk staff hospitable and welcoming. Housekeeping didn't seem to exist, after two days we had to ask for housekeeping to do cleaning and we had to ask for more toilet paper and tissues. Those two things were not restocked when housekeeping did clean upon request.

Friends_and_family Family

2/10

Poor

11 Apr 2026

Megumi

We requested a wheelchair-accessible room and one with double beds. However, when we arrived at 6 p.m., our rooms were still unavailable. The staff couldn’t find a suitable room that was both accessible and ready. We had to wait for a while and then decided to go have dinner. Unfortunately, upon our return, the room was still not ready. It was quite disappointing to be in this situation after a long 7-hour drive.

Family_with_children

10/10

Exceptional

10 Apr 2026

Xavier

The hotel was updated and clean and the staff were very nice, friendly and helpful. I enjoyed the really nice gym. It had everything I could have wanted. I dined in the bar/restaurant. The service was attentive, but the food took a long time. The manager discounted my meal as a result, which I appreciated.

Self

10/10

Exceptional

10 Apr 2026

Nicole

Clean room . Safe and pleasant staff

10/10

Exceptional

06 Apr 2026

Tammy

Everything was wonderful

10/10

Exceptional

05 Apr 2026

Darcel

My husband and I enjoyed our stay. The environment wad peaceful , calm and quiet. My room and bathroom facility was cleaned daily. The staff were professional, and courteous. There hotel guests are the priority and they make every effort in delivering that type of service.

Partner

10/10

Exceptional

01 Apr 2026

Rachel

The free parking was right in front of the building which was great. The room was phenomenal and the ambiance of the lobby is definitely a must see!

Self

8/10

Excellent

31 Mar 2026

Boyd

I was severely disappointed that my room did not have a microwave.

Partner

10/10

Exceptional

30 Mar 2026

Jamaro

Staff were amazing! Breakfast was top tier and the room was very clean and amenities were all great. Inwill definitely be staying again and highly recommend staying here.

Partner

6/10

Pleasant

29 Mar 2026

brenda

Literally 1 high chair for the whole property is crazy

Family_with_children

10/10

Exceptional

29 Mar 2026

Kristin

Lovely stay! Clean. Comfortable. Just perfect!

Family

8/10

Excellent

29 Mar 2026

SCOTT

No soap in shower. Doors and walls very thin so extremely loud from road and guests in halls

Family

10/10

Exceptional

23 Mar 2026

Mary

The staff at the Double Tree makes you feel right at home all the while making you feel like your a VIP. They have everything you need in the hotel if you dont want to leave but are also in a primary location where there are many things to do and eat. They made my sons birthday weekend super special from the front desk check in to getting a shirley temple from the in house bar and grill.

Family_with_children

10/10

Exceptional

22 Mar 2026

Iris

Room was clean. I had a meeting that I needed to attend and it would be late getting to the hotel I called ahead and the staff allowed me to check in early. I was able to get My key and check out my room and drop off my bags. Big relief for me. Cookie was delicious too

Self

2/10

Poor

22 Mar 2026

Natasha

The property of very under lit on the outside, so that made me nervous on arrival. Then when we got indoors the stairwell was very worn down and smelled dingy. Our room was dirty, food or miscellaneous on light switch. Thank goodness I travel with Clorox wipes. Elevators, hallways all show signs of age and not up kept. In the morning I went to shower and there was only one setting, scaldingI tried turning it down to cold and it was still scalding. We ended up leaving and booking another hotel. Gross!

Family_with_children

6/10

Pleasant

21 Mar 2026

Sueann

I didn't get what i paid for, no hot tub, no roll away crib for my baby, no microwave in my room and the receptionist was very unfriendly when i was checking in.

Friends_and_family Family

6/10

Pleasant

20 Mar 2026

Diane

Our room was not ready to check into until 8:00 pm!

Family_with_children

2/10

Poor

16 Mar 2026

Danielle

Well, when we went to go check in, we could not even though we got there at 6 o’clock so we had to come back at seven and there was still food in the refrigerator from the previous guest and in the drawers there wasn’t enough towels in the bathroom and there was still hair in the shower and garbage in the bathroom on the floor!

Family_with_children

2/10

Poor

15 Mar 2026

Tamara

It was an accessibility room. The light fixture and curtain fixtures did not work properly. Also, during check-in, I was not given a chocolate chip cookie. Additionally, the hotel was noisy, as my room was directly in front of the pool, and kids were obviously having fun. Also, the hotel was not very clean. And this type of cleanness was a buildup of dust and vent fixtures falling off along with garbage thrown on top of decorative tent fixtures above the pool, for the amount I paid I expected a better hotel.

Self

2/10

Poor

15 Mar 2026

Casandra

Terrible overall stay.

Family_with_children

8/10

Excellent

15 Mar 2026

Kosandra

Great

2/10

Poor

15 Mar 2026

Mandy

Could check in at 3pm like most hotels. I get there at 8pm and was told my room wasn’t ready yet. A lobby full of people waiting for their rooms. Waited until 10:30pm, still no word on when my room would be ready. Had to leave and get a hotel somewhere else. They refuse to give me a refund

Partner

2/10

Poor

14 Mar 2026

Po Fai Doris

No one to clean the room for 3 days. The staff says they do cleaning in every 3 days which no notice put in the room.
Staffs are rude.

8/10

Excellent

13 Mar 2026

dianna

Room was nice except the phone wasnt plugged in. We had to ask for hand soap,wash clothes, etcetra. Other then that it was a decent room for the price.

Partner

10/10

Exceptional

13 Mar 2026

Jeff

Yea

10/10

Exceptional

12 Mar 2026

Todd

Nice room. Easy check-in.

2/10

Poor

10 Mar 2026

Po Fai Doris

Room is dirty and dust.
Rude front desk .
There is no one cleaning my room, the front desk said, she could do nothing.
Avoid this hotel.

Self

8/10

Excellent

09 Mar 2026

David

Travel

Self

8/10

Excellent

08 Mar 2026

Julie

Pool was really nice. Rooms were clean but the door didn't close all the way without a lot of force for the main door and the bathroom door. The area is great. Everything you need was very close

Family_with_children

10/10

Exceptional

08 Mar 2026

Rebecca

The whole experience I had was peaceful staff were friendly good with children pool was amazing

Family_with_children

10/10

Exceptional

07 Mar 2026

Amanda

Clean room

Friends_and_family Friends

4/10

Poor

27 Feb 2026

Ona

Yes the toilet seat was broken and it was also not properly clean. The check in time wasn’t what was advertised. The only thing that was pleasant was the staff upon arrival.

Family_with_children

10/10

Exceptional

26 Feb 2026

Daniel

Room was very clean, checking in was easy and and the staff was very friendly. John the supervisor was very friendly. The pool was great as well. Bed was super comfy. The price is also phenomenal. Id absolutely recommend this place if you are staying in Rochester for multiple nights and want a luxury feel without paying luxury prices.

Partner

6/10

Pleasant

19 Feb 2026

Christina Hinz

The hotel was super nice but there were quite a few little things that could have been better. 1)pool was closed (some kind of notice would have been nice) 2) no coffee in the morning except for what was in the room- I asked for extra creamer but they didn’t have any 3) no ice bucket 4) no microwave 5) no lotion- they had conditioner where the lotion should have been in the bathroom 6) there were no washcloths in the bathroom 7) ice machine on our floor was not working

10/10

Exceptional

03 Feb 2026

Darrayl

Beautiful facility, great staff, clean and comfortable room

Leisure Self

2/10

Poor

01 Feb 2026

Salman

The hotel hosted families in town for a children’s hockey tournament- leading to the children pulling fire alarms overnight and all floors turning into playpens for hockey. I’m sure they made a lot of money over hosting these families, but it would’ve been better to warn the rest of us. Never coming back

Business Self

2/10

Poor

01 Feb 2026

Tyesha

When arriving in the room I noticed the bathroom hadn't been emptied. There were floss sticks and a few tissues inside. The light switch was broken so we weren't able to use the full lighting in the bathroom. We were able to swim in the pool for about 30 minutes before it was shut down due to an electrical wire hanging over the pool. It also appeared to have been a youth hockey event this weekend and there were at least 50 children under the age of 12 running through the halls and screaming. It literally took 8 minutes just for us to get from the 3rd floor to the 1st floor due to the children playing on the elevators. Since it was my husband's birthday we planned on dining in at the Bistro restaurant on the 1st floor, that too was closed. Oh and don't let me forget how the alarm system went off 3 times due to a system malfunction with the sprinkler system. Overall a horrible stay this past weekend for me and my family.

Leisure Family_with_children