Hyatt Regency Rochester

United States , Rochester - NY
ROCHESTER, 125 East Main St
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100 reviews shown

10/10

Exceptional

14 Mar 2026

Noriecel

Pool was out of order. I found a handbag behind the couch which I reported to the hotel.

Family_with_children

10/10

Exceptional

10 Mar 2026

Amado

Room was very clean. The staff was very professional.

Friends_and_family Family

10/10

Exceptional

09 Mar 2026

Jon

We were there for the weekend to remember conference

8/10

Excellent

08 Mar 2026

Holly

Staff overall were very nice. Great location to stay if attending an event at the convention center

Friends

6/10

Pleasant

08 Mar 2026

Jessica

Beds were comfy.

Only having a flat sheet & not a fitted sheet was rather annoying- especially b/c the mattress protector was for a much smaller bed. Cobwebs were plentiful.

Went to check in at 6:40p & our room was not ready yet. They did offer a free breakfast for the inconvenience, but our schedule did not allow us to use it the following AM before it expired. We had things to keep us occupied for a few hours & the room was ready by 9p when we finally re-checked in.

We did not utilize housekeeping during our stay, but unfortunately, removed the do not disturb sign at 7a when we left the room for a meeting we had (we removed most things from the room, but not all); came back to the room just after 9a & the room was completely re-set & our belongings were gone- had to argue with housekeeping to get my fleece vest back off their linen cart; they returned our alkaline water but “lost” the energy drinks & snacks we left in the room.

Be forewarned- leave the do not disturb sign up until you officially check out! I will own my part on that, but in staying in numerous hotels - I’ve never had housekeeping attempt to reset a room that early! And no- they were not on the floor when we left the room at 7a & we did not check out until check out time at 11a.

Partner

10/10

Exceptional

08 Mar 2026

Christina

The room waa big, and clean- onsite bar was great after a long day.

Partner

10/10

Exceptional

08 Mar 2026

Christiane

It was an amazing hotel! Breakfast was amazing!! Great little sight seeing places to visit, cute resteraunts and breweries near by!

Friends_and_family Friends

8/10

Excellent

02 Mar 2026

Bryan

Nice hotel. No complaints.

Partner

10/10

Exceptional

22 Feb 2026

Dock T

Everything was perfect

Partner

4/10

Poor

21 Feb 2026

Dahnae

Felt neglected, staff unfriendly, and the room is very outdated with outdated AC/heat.

Partner

8/10

Excellent

19 Feb 2026

Ericka

The room and saty was great. The only thing I would say that can improve was the breakfast. $13 dollars breakfast for frozen pancakes and cold coffee is way too much.

Family_with_children

10/10

Exceptional

14 Feb 2026

Gerard

Staff great

Leisure Partner

6/10

Pleasant

10 Feb 2026

Melissa

Room was in great condition.
Restaurants and coffee shop are awful .

4/10

Poor

02 Feb 2026

kathryn

The heat was not working during my stay. The outside temps were low teens. The room was very cold. The staff did bring extra blankets. Front desk staff were kind

Business Family

10/10

Exceptional

01 Feb 2026

Willie

The hotel and experience was great but the facility was having heat issues on one of the coldest days

Friends_and_family Friends

4/10

Poor

01 Feb 2026

melissa

He’s in the hotel was broken . My room was freezing, it had cold air blowing out of the vent while thermostat was set at 85. Pool was closed.
I understand things happen but an email ahead of arrival would have been appreciated as we could have been better prepared.

4/10

Poor

24 Jan 2026

Ericka

The lobby was so cold we needed coats to sit in the bar and restaurant. Room was clean but the sheets and linens looked dingy and had a smell. The food was awful. The chef should be ashamed. The coffee place needs new staff as portly fellow who worked there had very bad attitude.

Partner

10/10

Exceptional

19 Jan 2026

Manjeet

I Enjoyed my stay very clean and friendly staff !!!

Business Family_with_children

2/10

Poor

12 Jan 2026

Nick

Hello,

I am writing to formally report serious cleanliness and sanitation issues during my recent stay at the Hyatt Regency Rochester, which I booked through Expedia. The conditions we encountered were unacceptable and far below the standards expected of the Hyatt brand.

Upon checking into our initial room, my wife and I observed a crusty white substance on both the wall and floor. This substance did not appear to be a cleaning product, food, or beverage, but rather an uncleaned mess left behind by a previous guest. Additionally, the floor was sticky, and there was visible hair throughout the bathroom sink and shower. The room was clearly not properly cleaned or inspected prior to our arrival.

After reporting these issues to the front desk, we were reassigned to a second room. While this room initially appeared cleaner, we encountered another significant issue later that evening. Upon returning from dinner and attempting to store leftovers in the refrigerator, we discovered that it was already filled with old food items—some dated as being approximately 10 days old. This again indicates a failure in housekeeping and room inspection procedures.

When I contacted the front desk for a second time, I was informed that no additional rooms were available and that I would need to address the matter with Expedia. While the staff member was courteous, the lack of resolution was disappointing given the circumstances.

10/10

Exceptional

11 Jan 2026

Daleen

The front desk staff was wonderful. They made the check-in process very easy. The room was nice but the road noise was noticeable at night. We stayed here because it was close to the Blue Cross arena where we were attending an event.

Partner

6/10

Pleasant

11 Jan 2026

Maureen

Room has scratched legs on the chair, dust in the corners and a pair of someones socks were underneath the sink on the floor indicating noone cleaned under there. The staff was awesome and very accommodating .

Leisure Friends

4/10

Poor

04 Jan 2026

Anna

Mice running around the restaurant while we were having dinner the first night we were there.

Friends_and_family Family

4/10

Poor

28 Dec 2025

Lynette

After checking in for the first room I had to go to the reception and request another room because the initial room was dirty, like someone has stayed there the night and never was cleaned. The second room I hardly got any sleep because I was given a connecting room and I could hear clearly the loud conversations and laughing out loud until late at night, I hardly got rest. My experience was not great!

Business

10/10

Exceptional

21 Dec 2025

Alexanderia

Clean room, staff

Self

6/10

Pleasant

21 Dec 2025

Edgar

Cleanliness.

Leisure Family

6/10

Pleasant

16 Dec 2025

Zanine

The staff was really nice and helpful.
The room was not completely clean upon arrival.

Leisure Family

10/10

Exceptional

14 Dec 2025

Nelfa

The room was super clean, I felt very good, I'll be back soon, this hotel is already my favorite

Partner

6/10

Pleasant

07 Dec 2025

Suzannne

Front desk staff not accommodating and inefficient. Took long time to check out.

Business Self

4/10

Poor

03 Dec 2025

Caroline

I had asked for a late checkout and was attended to in a rude manner the bathroom shower flower was cracked .the lady didn't even try .

Business_and_leisure Family

4/10

Poor

30 Nov 2025

Wayne Lydell

They booked me into a filthy room and it was not updated. I learned from another white guest that his room was updated clean and wonderful. I feel as if I was given an outdated dirty room due to my race and being profiled when arriving. I had to request a new room and they moved me to another room. Very unpleasant experience.

Business Self

2/10

Poor

29 Nov 2025

Cynthia

No continental breakfast which was advertised, room was incredibly run down. Water damage in bathroom. Beds were uncomfortable, stained pillowcases. Was supposed to have a river view room and did not. Advertised jacuzzi tub which was not in working order. Terrance was closed.

Friends_and_family Family

4/10

Poor

29 Nov 2025

Qader

Room felt neglected.

Business_and_leisure Partner

8/10

Excellent

23 Nov 2025

David

Room was very dark and no lighting options. The bathroom did not have any ventilation.

Leisure Family

10/10

Exceptional

23 Nov 2025

Karen

The room was clean and spacious. Check-in was fast and easy. Bed was very comfortable.

Leisure Self

6/10

Pleasant

22 Nov 2025

Jonathan

Breakfast was not good

8/10

Excellent

17 Nov 2025

Kimberly

Great locstion. Walking distance to Blue cross arena and Dinosaur BBQ. Big clean hotel easy to navigate hotel with parking garage attached.

Friends_and_family Friends

8/10

Excellent

17 Nov 2025

Bonnie

Everything was ok except breakfast and dinner.
$20 for dry overcooked food. Host of restaurant was very unfriendly and not accommodating at all.

10/10

Exceptional

16 Nov 2025

otis

My stay was very good

Partner

6/10

Pleasant

16 Nov 2025

Anna

The hotel lacks a lot of amenities at $250/night price. The front desk staff was friendly. But unfortunately the rooms are in much needed renovation: pillows are worn out and completely flat, rust stains in the bathroom floors, curtains don’t close all the way, A/C vents are so dirty the room becomes an allergy inducing trap, tv has almost no watchable channels and movies cost $18.99 to rent. Not to mention it is not in the best part of town so getting food near by is almost impossible.

Business Self

6/10

Pleasant

13 Nov 2025

Megha

The room was so dark even with all the lights on

4/10

Poor

12 Nov 2025

Jolene

There was NO HOT Water! Couldn’t take a shower til the next morning.

Leisure Partner

10/10

Exceptional

12 Nov 2025

Brian

Clean room. Friendly staff!@

6/10

Pleasant

12 Nov 2025

Linda

Room was clean and comfortable however went for a concert and their boiler was broken so could t take shower the entire time plus housekeeping entered room prior to 9am on check out day. All that was offered was a $16 refund. I find that almost insulting when I couldn’t shower after work to get ready for event or even after the concert

Friends_and_family Friends

10/10

Exceptional

03 Nov 2025

Tiffany

Very clean room and friendly staff

Partner

10/10

Exceptional

03 Nov 2025

Sean

All good

Leisure Partner

10/10

Exceptional

28 Oct 2025

Damariely morales

Cleanļ lip

2/10

Poor

28 Oct 2025

jeffrey

the property had absolutely no service. Nobody helped with luggage. Luggage elevator was broken. I had to get the luggage cart, take two elevators, load up the cart and take two elevators back. Restaurant service was terrible. Do not stay.

8/10

Excellent

27 Oct 2025

Alicia

Great hotel, needs to be 'greener'

Room was great. Need to be more environmentally friendly.

Friends_and_family Family

6/10

Pleasant

20 Oct 2025

Michael

Lobby is very nice including bar and restaurant.
Rooms are a bit dated, specifically: Dirty tub drain, AC was uncontrollable, dark/poor lighting in room and corridors, elevator area. Door passkey would not work from Garage entry. Hotel overbooked, initially given single king over two queens which were booked for 4 people. Checked in at 11:30pm, five deep at the check-in counter and only one staff member who was stressed with a phone ringing off the hook, very slow check-in.
Probably would not stay again.

Leisure Family

2/10

Poor

18 Oct 2025

Lorraine

Front desk staff was the worse, was not told about breakfast and I booked 2 queen beds and when I arrived I was told only a king bed was available. Terrible service!

Friends_and_family Family

4/10

Poor

17 Oct 2025

Paul

It feels and looks like an un kept property. Carpeting in the hallways is dirty and needs replacement. It makes the hallways smell bad.
The bed is ultra soft; awful to sleep.
Although the room did not have carpeting, it smelled old and musty. Not with the money.

Friends_and_family Family

6/10

Pleasant

15 Oct 2025

Timothy

The rooms were far from clean and the beds were not conferrable and the pillows were flat. The towels were rough and scratchy not very soft at all. The room had a sticky feel far from clean for the price.

Partner

8/10

Excellent

13 Oct 2025

LISA

Very nice hotel. Parking ramp is somewhat of an obstacle course but you feel safe and secure. Hotel lobby and room was very clean. Breakfast had some issues like rotting bananas. The fruit for yogurt was just about empty. The French toast sticks were hard as a rock. Staff was very nice and accommodating.

Leisure Family

10/10

Exceptional

12 Oct 2025

Deana

The room was vry clean, the lobby was nice an always smelled good only thing i wish they had a microwave in the room. I loved how you had to have a code to get in and out of garage with made things safer

Leisure Family_with_children

2/10

Poor

09 Oct 2025

Brendan

Room bathroom had a toilet issue where water was leaking into bathroom floor. Hotel was unable to move me into another room

10/10

Exceptional

08 Oct 2025

Penny

From check in to check out, it was perfect. We had tickets to the Arena, and getting to the hotel and getting to the venue was easy. All good.

Leisure Family

6/10

Pleasant

07 Oct 2025

Eric

The hotel was just ok. We were looking forward to using the pool but turned out to be freezing and the hot tub doesn’t work as it’s boarded up. The pool area wasn’t very clean either. We asked for more soaps etc for the room and no one ever came with them. In general the stay was fine I suppose I just was hoping for more from a Hyatt.

Partner

2/10

Poor

06 Oct 2025

Carol

Counter staff had attitude made service. I spoke no English second bed was requested took over a day to get showered. Didn’t work completely safe did not work. Refrigerator was frozen over. No privacy tag to hang on door made entered room made bed even with all of our stuff there but did not return the next day to try it again overall dissatisfied with this facility will not return 100%. It will not recommend this property to anyone.

Business_and_leisure Family_with_children

6/10

Pleasant

05 Oct 2025

YoungHee

The elevator was broken and they didn’t provide any alternative solution. Just said they are working on it.
Also staff were unfriendly. They were chatting themselves while I was trying to check in and I couldn’t hear what the other staff was saying.

Leisure Family

4/10

Poor

05 Oct 2025

Angela

Disappointing Front Desk and Security Experience – Not What I Expected from a Hyatt
I recently stayed at the Hyatt Regency in Rochester, NY, and unfortunately, my experience was not what I expected from a brand with Hyatt’s reputation.
From the moment we arrived, the front desk staff set the wrong tone. They didn’t have my room ready at the check in time as promised by 3pm I didn’t get into a room until 9 O’clock pm the day of my check in.They were not welcoming, seemed disinterested, and came across as rude — not the kind of first impression anyone wants when checking in. Equally disappointing was the security staff, who were unfriendly and unapproachable, which made us feel uncomfortable during our stay.
That said, I want to acknowledge the housekeeping team, who were excellent — our room was spotless and they stayed on top of everything throughout our stay. Also, kudos to the bar staff and the morning restaurant crew — they were kind, attentive, and genuinely welcoming, which was a refreshing contrast to the front desk experience.
Overall, the service was hit or miss. While some teams clearly take pride in their work, others made the stay feel less than hospitable. Until the front desk and security staff improve their professionalism and attitude, I would think twice before booking here again.

Leisure Family

8/10

Excellent

04 Oct 2025

Dale

The elevators were mostly not working during our stay, but the staff kindly supported the line using the Service Elevator, - unexpected but effective.

Leisure Partner

4/10

Poor

04 Oct 2025

Jeff

6/10

Pleasant

04 Oct 2025

Sandra

We had an issue in one room and was moved to another. The other room had an issue in the bathroom. The elevator in Saturday was slow and we had to take the stairs. The hotel does need to be updated.

Friends_and_family Family

4/10

Poor

03 Oct 2025

Jeff

Two of the three elevators were broken and had been for days. That should be a priority when you have 25 floors. Also, the ice machine on the 22nd floor was broken, I was not going to wait an hour for the elevator to go to the ice machine on the 11th floor. Disappointing

Leisure Partner

4/10

Poor

02 Oct 2025

Peter

Really dated, the escalators didn't work Carpet worn and dated/

Business

10/10

Exceptional

29 Sep 2025

Alyson

Room was clean. The rooms are not sound proof but with a fan app it was totally fine.

Leisure Partner

10/10

Exceptional

22 Sep 2025

Sarbjit

Helpful staff , clean

Leisure Family

4/10

Poor

22 Sep 2025

Pushpalatha

They don't clean rooms

Leisure Partner

4/10

Poor

21 Sep 2025

Nicholas

I usually stay at hyatt this was the worst. Bad. I would not recommend

Business Self

8/10

Excellent

21 Sep 2025

Jason

Room was comfortable and clean. Great location. Had to wait for an elevator for a few minutes several times since one of the three was out of order.

Leisure Family

4/10

Poor

21 Sep 2025

Claire

Staff is nice. Property is falling apart

Leisure Partner

8/10

Excellent

21 Sep 2025

Derek

The room service was good.

Leisure Family

2/10

Poor

20 Sep 2025

Talia

Hyatt ROC is NOT business friendly.

I booked the Hyatt for a business trip at the recommendation of a colleague as it is supposed to be a clean and business friendly hotel. I was very disappointed. Wi-Fi did not work, there were no instructions anywhere. There was no DO NOT DISTURB sign in the room, so service came in supposedly to clean, but cleaned all of the things that did not matter. The tv remote plus Personal items were missing from my room, they then put all of my dirty laundry on the bed. Bizarre. I appreciated the two extra water bottles. However, there was a 60th birthday party hosted and the music was blasting until well after 9:00 p.m. noise curfew . Then, early on a Saturday morning when I should be sleeping in, service banged on my door at 8:00 a.m. asking when I was checking out. Because there were no instructions left in the room, I asked him if the checkout was at 11:00 and instead of responding he just said \"Okay\" and walked away, which left me very confused in my blearily wakened state. On top of everything else, as I was trying to check out, two elevators were out of order, and I had to wait 27 minutes to finally squeeze in with my heavy baggage to get downstairs. Naturally, I was late for my next appt. I will not be going to a Hyatt ever again. Especially not when they charge $280 per night and then charge another $20 for lackluster breakfast AND charge for parking. This is simply disappointing and poor management. Hyatt won't get any of my money ever again, in Rochester or anywhere else.

Business

2/10

Poor

20 Sep 2025

Ariel

The maintenance staff came knocking on my door while I had left a do not disturb door sign. While they did I was in the middle of a business call and had to keep yelling to them that I’m in the room and do not want to be disturbed. Even so, they still began opening my door and mid call I had to begin yelling at them to get out. They clearly were so unprofessional and insistent on trying to get into my room. I specifically also informed the front desk when checking in that I did not also want to have the maintenance staff come to my room.

Business Self

2/10

Poor

17 Sep 2025

Puriel

When I checked in it looked to be fine next morning I left for the day when I came back later that night the room was not restored bed was not made towels was not replaced upon the next day it was the same issue towels was not replaced an the bed was never remade. For this to a Hyatt regency I feel that it was unacceptable. I’ve stayed in other hotels that don’t set up to their standards and has had better service.

Business_and_leisure Self

10/10

Exceptional

05 Sep 2025

Anthony

Nothing

Leisure Self

10/10

Exceptional

02 Sep 2025

David Charles

The Hotel was Great , quite and close to where we were going.

8/10

Excellent

02 Sep 2025

Robert

Our day was fine and the room was clean, but while used. Requested our room to be turned over since we were on a two nights day and they didn’t do it, which was disappointing because we had guests with us.

10/10

Exceptional

01 Sep 2025

Kenneth

Staff was very attentive to my needs and expidited my requests.

Business Self

4/10

Poor

30 Aug 2025

Logan

I’d look elsewhere…

I had two rooms and both rooms didn’t have hot water or working showers. No water even came out of either shower head…

An empty room next door also had an alarm going off in the early morning that no one could turn off.

Friends_and_family Family

6/10

Pleasant

30 Aug 2025

Marivelle

Kinda disappointed with this Hyatt…definitely not as prestigious as the other locations…only 3 star at best. Stayed here with my husband and 2 little kids for 3 nights and it was also our first time in Rochester. Location wasn’t the best, room was decent but very subpar to Hyatt standard, staff was pretty good. Our favorite part was probably the breakfast options and the servers at the breakfast restaurant were great. What I absolutely loathed was the shower. The water would literally run out while we’re showering. This is absolutely unacceptable! Imagine washing shampoo off your hair and soap off your face when the water runs out. Then you gotta stand there for a couple of minutes to wait for the water to come back. Hyatt seriously needs to fix this issue. For this reason alone, I do not recommend this hotel nor would I come back here. This Hyatt hotel is in dire need of a major renovation.

Leisure

2/10

Poor

29 Aug 2025

john

Floor is too dirty and dusty, too much wrinkling on pillowcases and bed sheet( hope they didn't reuse) , no curtain on the window( plastic blind doesn't block light at all) , receptionist almost threw the room key at me. Much more to say ..terrible terrible

Leisure Family_with_children

8/10

Excellent

29 Aug 2025

margarita

Good

Business Partner

6/10

Pleasant

18 Aug 2025

Rich

As a loyal Hyatt member for over three years, I was extremely disappointed to learn that the shuttle service prioritizes flight crew over paying guests. This experience left me feeling undervalued and frustrated. I hope Hyatt reconsiders this policy to ensure all guests receive equal and fair treatment.

Business

4/10

Poor

14 Aug 2025

Nick

No hot water in the room

Business

8/10

Excellent

13 Aug 2025

Michael

Nice property, convenient check in and out. No complaints.

6/10

Pleasant

12 Aug 2025

Lisa

Nice room, very understaffed

The room themselves are updated and well appointed, and seemed clean. The front desk staff was efficient and helpful. The restaurants were a disaster. I tried to get dinner at the bar on the main level (the only dinner option in the hotel) and only one person seemed to be working. He basically told me it would be a long time before he could get to me, so I had to go elsewhere (not a lot of options near the hotel and I didn't feel particularly safe walking during the evening). In the morning the coffee place had one person working and it was so slow people were just leaving.

Business

8/10

Excellent

12 Aug 2025

Brandye

Great location, the hotel staff and barternders were so friendly. I'd stay here again.

Leisure Friends

6/10

Pleasant

11 Aug 2025

Samuel

Hotel within walking distance to Strong Museum of Play which was the main reason for us coming to Rochester. Also within walking distance to some great restaurants.
We had an issue with housekeeping as we stayed 2 nights and our room was never cleaned. Bedsheets were not changed, no new towels and garbage wasn't taken out even though we specifically requested this at reception on our way out the first morning and the person at reception confirmed they would sent someone to clean the room while we were away for the day. The housekeeping manager did apologize and offered to cover our daily parking fee and provided free breakfast for 4 the next morning. When we went to breakfast we were told it was cash or debit only and we couldn't sign breakfast to the room because their computer system was down. I explained we were instructed to sign the breakfast to the room as it was going to be compd. By the end of breakfast they provided a printout of the bill to sign to the room, however, when checking out this charge wasn't on the bill printed out since their computer was still down. I was assured a note was put on the account and I wouldn't be billed for breakfast. We just returned home and upon checking my CC statement I see that they did infact put through the breakfast charge so I will need to contact the hotel and try and get this straightened out. Definitely not a good experience going through this when travelling with 2 kids. Soft beds so if you like firm not for you.

Leisure Family_with_children

8/10

Excellent

04 Aug 2025

Buena

Property was in a great location (close to U of R). The rooms and facilities appeared to be very nice and clean. The food options were lacking in availability, only open for specific hours not in-between like from 2-5pm. Bed was comfortable. Room next door was super loud, so walls are not not thick

Business_and_leisure Family

10/10

Exceptional

04 Aug 2025

Tara

Check in was super easy and the guest services rep was so nice! Had questions about the parking and i asked if i could get a room with a good view and the view was great! I believe her name was Abigail, i hope i am correct.

Leisure Partner

10/10

Exceptional

04 Aug 2025

Victor

That was okay

2/10

Poor

04 Aug 2025

Asraph

It wasnt clean.

Leisure Partner

6/10

Pleasant

04 Aug 2025

Tywan

Room floor was still wet upon arrival at around 6pm and wasn’t informed that I had to pay for parking at check in. She only asked if I had a vehicle and gave me a parking pass.

Leisure Partner

10/10

Exceptional

01 Aug 2025

Dana

Nice hotel

Everything and everyone was wonderful.

Friends_and_family Family

8/10

Excellent

31 Jul 2025

Felecia

The mattress in the room was very worn out. So uncomfortable.

Leisure Family

8/10

Excellent

29 Jul 2025

Eric

Location
Walls too thin. Very noisy

8/10

Excellent

27 Jul 2025

Amy

All the staff we encountered were very nice. We arrived a little early and were checked in. The hotel seems a little tired and in need of a re-fresh. For example the desk chair in our room has seen better days, as do the front desk chairs. The pool and pool area have seen better days. Our guest room was clean but could have been cleaned better (corners, etc were not swept well, wall in shower wasn't wiped down, minor mould, etc.). The hallway by our room smelled, as did some of the other carpet areas. We had dinner at the hotel and enjoyed the food.

Leisure Family

10/10

Exceptional

27 Jul 2025

Sonia

Clean , staff was very nice will stay again

Leisure Family

8/10

Excellent

26 Jul 2025

Kevin

Only issue was the ac in the room had a loud rattle noise every time it kicked on that woke me up several times. Every thing else was great. Will definitely stay again.

Leisure Family_with_children