DoubleTree by Hilton Hotel Rochester

United States , Rochester - NY
ROCHESTER, 1111 Jefferson Road
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100 reviews shown

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

The hotel is a bit outdated, but it is nice and clean.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

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

10/10

Exceptional

01 Feb 2026

Karyn

It was a great experience. Crystal at the front desk was absolutely incredible!!! I called the week before our visit and she assisted me. When we arrived she was working both Friday and Saturday and couldn’t be more of a help. Her excellent customer service should be rewarded!! I’m a customer service supervisor, for over 18 years at a national auto insurance company and if I could have 10 of her on my team I would love it!! Her dedication to customer satisfaction is what sets her apart. I can tell she really enjoys and cares about her work and I just want to thank her for going above and beyond! Her positive energy and attitude needs to be commended. Thank you again for a wonderful weekend, Crystal!!!

Friends_and_family Family

6/10

Pleasant

26 Jan 2026

Sushil

I stayed there for 2 weeks. My experience there was not so good not so bad. The housekeeping staff didn’t come to clean my room for straight two days( probably 9th and 10th day), which was frustrating. My room had problem with the ac and It took 2 days to fix them. The coffee brewing machine was too dirty.

Business_and_leisure Self

6/10

Pleasant

23 Jan 2026

Marsha

I didn't like how they told me the pool will be open on my booking date a few days before then i called the day of and they confirmed the pool will be open then to get there and they doing maintenance on it i felt catfish smh other than that the place nice my floor did a leaking ceiling on the second floor probably because of maintenance

6/10

Pleasant

22 Jan 2026

We had to cancel as the hotel reached out concerning some building power issues. Thankful for the communication.

10/10

Exceptional

21 Jan 2026

Walter

It was nice and quiet

10/10

Exceptional

21 Jan 2026

Even when they are remodeling some rooms the small details are there, super friendly staff. I stay here a bunch and occasionally try another place but seem to always return to Doubletree.

Leisure Family

8/10

Excellent

20 Jan 2026

Astrid

The room was spacious and the bed was very comfortable. The TV was nice and you could access your own Netflix or YouTube account. Unfortunately, there were some problems such as very outdated plumbing that made for slow drainage of the sink and having to flush the toilet many times. Also, a group of hockey players that were gradeschool age were in the hotel and they made a terrible noise through very late at night. The staff was pleasant and friendly. Breakfast was good when buffet was available, but not great when buffet was not available. Dinner options were not comprehensive enough for somebody who might have allergies or special diets.

Leisure Self

6/10

Pleasant

19 Jan 2026

Nickole

Everything was great, except I woke up around 6 to get ready for work and there was no hot water. Ran the water to see if it would eventually turn hot and it did not. I went to the desk to let staff know and no one was at the desk at the time and I had to leave so I wasn’t late for work.

10/10

Exceptional

18 Jan 2026

Christina

Busy check in bc there was some type of sports tournament, but I watched staff have to deal w a difficult person checking in, and they were still very professional and prompt. They kept the line moving. Pool area was nice. Room clean. Would stay again.

Leisure Family_with_children

10/10

Exceptional

18 Jan 2026

Doubletree Rochester is always good.

Leisure Family

6/10

Pleasant

11 Jan 2026

Michelle

Room needed some attention- door didn’t close properly, had to lift up and pull hard to get it ti ckse; same with closet doors. Phone in room didn’t work, hair dryer was terrible - did get a new one from front desk. Heating inconsistent. Bathroom didn’t seem to have been cleaned thoroughly- hair on shower floor, soap scum on shower door. Staff was very nice and bed very comfortable.

Partner

6/10

Pleasant

10 Jan 2026

Marvin E

The building was dark, especially the first floor. No coffee mess, No microwave in room. Clean towels not delivered two of four days. No guest book telling where facilities or amenities are. Restaurant closed two of four days.

Leisure Partner

10/10

Exceptional

09 Jan 2026

Marianne

Clean room, welcoming staff, beautiful first fyarea.

Business Self

2/10

Poor

04 Jan 2026

Shweta

We booked the hotel because of the value we thought we got from the complimentary breakfast that the hotel offered. On top of that Expedia charged additional money for the breakfast. When we checked in we were told that there is no breakfast as the kitchen services have been impacted by the storm. The staff promised that they have communicated this with the 3rd party booking (Expedia) and that they will compensate appropriately. So far there have been no communication from either the hotel of Expedia. When are we getting our money back?

Business_and_leisure Family_with_children

6/10

Pleasant

03 Jan 2026

Hayley

There was only 1 washcloth and 2 towels. The shower handle kept falling to “cold” and was unstable on the wall as is.

Leisure Partner

4/10

Poor

03 Jan 2026

Danielle

Unfortunately- the pool closed unexpectedly after just being told it would be open. In addition, the facility that was expected to serve breakfast was closed as well. Staff seemed oblivious and/or unaware of the inconvenience these issues were causing guests resulting in some leaving the premises.

4/10

Poor

30 Dec 2025

David

Short staffed. Couldn’t get adjoining rooms because they don’t clean all the rooms on the weekend. Pool was closed last minute. Paid in advance for breakfast but the restaurant closed with no notice. Got a late check out the evening before, the following morning they said we could not check out late. Elevators are in desperate need of renovations.

Leisure Family

2/10

Poor

28 Dec 2025

Shawn

I let my shower run for 15 minutes. There was no hot water! I complained to the front desk. The lady was nice enough to give me a key to another room. There was no hot water in that room either! I spoke with another guest they said it is an ongoing issue with this location! I highly recommend NOT booking here!

Business Self

4/10

Poor

25 Dec 2025

Havagaye

Room

Leisure Partner

2/10

Poor

24 Dec 2025

Marie

VERY musty. Needed help even connecting to tv!
WILL NEVER STAY THERE AS GAIN