Hampton Inn & Suites Rochester/Henrietta

Service at the front desk was efficient. We are elderly and a young man who worked at hotel assisted us with our luggage upon arrival and refused a tip. What a shock.🫢 Both my husband I tried to give it to him. So great beginning! Give him a raise! The cleaning staff on the 4th floor was very helpful and courteous. The best part is the location. Everything you need is within a few miles if not across the street. This will be our return choice to stay. I’m only sorry there were no warm cookies. They definitely should be given out on the weekend.

Clean and inviting surroundings. Rooms are a good size, beds comfortable and bathrooms are accommodating. Staff friendly and breakfast offerings good. Plenty of choices for dinner all within a mile or two of hotel. Panera is within walking distance as well.

Not safe for solo females!!!! 8:30 P.M. after pounding on my door and angry black 20 something with a blue shirt and glasses comes into my room without warning from the front desk. I had been complaining that the TV, telephone, not coffee maker work for 4 days!!! So he comes in and I think « great finally some help. ». WRONG. I was on the telephone as he came in (with Hilton customer service) and he starts blaring the TV, yelling at me to pay attention to his questions and when I ask him to hold on a minute he starts screaming at me NO!!! I have a job to do!!!! Gets right up in my face and puts his hand towards my face!!!! He starts screaming at me that he isn’t waiting!!! It had been 2 minutes and I waited 4 days and didn’t scream or physically threaten anyone. Customer service heard the whole thing. Do you think the manager calls even after his staff enters the room of a female and tries to intimidate her by physical threat and screaming at her face? NO!!! Of course not. This manager doesn’t do anything for his guests. So if you want rooms full of broken things and staff that is literally allowed to barge in and start abusing you- then this is the perfect place. Same price as real hotels. Better luck elsewhere.

Room on the 4th floor. Needed ice so went down the hall to the vending/ice room. Pressed the button on the ice machine. No ice! Went to the 3rd floor vending/ice room. Pressed the button for ice. The machine "hummed" but no ice! Decided I'd just go to the front desk instead of going to the second floor. Went to the front desk. Explained: "I went to the 4th floor ice machine...no ice. Went to the 3rd floor ice machine....no ice. How do I get some ice?" Front Desk Answer: "Try the 2nd floor" No apology for the inconvenience. No offer to get the ice and bring it to my room. Rude service. Bad maintenance.

This Hampton is in a nice location by many restaurants, stores or whatever else you may need. Rooms are clean and quiet. I would stay here again. The only thing unusual about this Hampton is the customer service is not what you usually see at a Hilton property. There is no welcome when you arrive. I arrived to 2 employees complaining about another employee that continued through the whole check in. Stayed here 5 nights. Never heard a good morning or hello from any of the employees. I said good morning the first morning and the woman at the desk literally made a grunting noise in response. I would still stay here again cause I don’t need a lot of interaction or pampering, but it was definitely a different vibe than other Hilton properties I have stayed at.

Overall this hotel is fine for any travelers, it was clean, the staff was friendly, and beds were comfortable. .However, I did not notice an earlier review here that said to avoid room 424 which apparently is right below a rooftop air conditioning unit (see photo) that ran all night and sounded something like the flying saucer from close encounters of the 3rd kind trying to land on the roof. it was a steady deep low frequency sound that would be incredibly difficult for anyone with auditory sensitivity to endure. Also, keep your shoes nearby because the entire hotel evacuated at 3am when someone smoked in their room. bottom line, choose a lower floor if you stay there, and call ahead to make that request.

Stayed in room 424, on the top floor in the middle of the building. Some type of mechanical equipment on the roof above (HVAC perhaps?) was producing incredibly loud, deep bass vibrations that were transmitted directly down through the ceiling of my room. It was like trying to sleep inside a diesel engine. I was told no other rooms were available, as the hotel was fully booked. My daughter was tired and she was eventually able to fall asleep, but I was up half the night with the constantly changing, always overwhelming noise. The next morning my concerns were mostly waved off, and I was not offered any compensation. I was assured that a manager (unavailable on Sunday) would contact me promptly. It's been over a week with no further response, so I am writing this review to warn others away.

We did not think this hotel was a good representation of Hilton. The beds were old, uncomfortable, and squeaky. The pillows were also old and uncomfortable. We were told the room would be cleaned every other day, but it wasn’t. When we asked for our room to be cleaned, it did get done, but the shampoo, condition, and shower gel still didn’t get filled. The ice maker on our floor was broken. The breakfast didn’t have variety from day to day, so it got old after a couple mornings. The air conditioner in the room rattled every time it ran. With all this being said, the front desk staff was friendly, and the breakfast staff was incredibly kind to the large groups and elderly people that needed a little extra help.

We travel to Rochester every few months. We are glad to have discovered this hotel. The entire hotel is kept spotless. All the staff we met were friendly, attentive, and helpful. The morning breakfast is excellent. Our room was a nice size, and the hallways were oversize for easy walking. This hotel is well managed and the workers are happy. We will stay here on our next visit.