I'm a frequent traveler, often staying at Hilton properties. We rented a 2 bedroom suite and found it in very poor condition. The fabric on the furniture in the living room was old, very dirty and very stained. There appeared to be blood smeared on the inside of one of the bathroom doors and what looked like peanut butter smeared on one of the bedroom doors.

On the positive side, the staff was friendly and the hotel conveniently located off the highway. But the negatives were unacceptable, will not stay at this property again and have written to Hilton.

This hotel was a real disappointment. You come to expect a certain level of service and comfort from Homewood Suites & this really didn't measure up. Right away when we saw the multiple security cameras around the doors, it made you a bit nervous. The previous post about the scammer in the parking lot really didn't surprise me. I felt nervous going out to the car at night. There was never someone at the front desk - anytime I needed something, I had to wait there & eventually someone would appear from the back. I'm not sure what they were doing back there. They were always polite and helpful once they noticed you there but you were definitely not the priority. We did the evening meal and it felt a bit like a hostel environment & the whole hotel felt quite dated. The pool was cold & uninviting and there was only one elevator in the whole hotel which makes things difficult when you're traveling with small kids & all their stuff. If I was to travel in this area again, I would go to the Victor exit and stay in the Homewood Suites there. It is far superior. Honestly, this just didn't feel like a Homewood Suites at all.

I stayed at the hotel two weeks ago for a business trip and it was a horrible experience. I check in Sunday night , unpacked and had been in the room for a couple of hours when I realized the heat was not working. I called the front desk and was informed "the maintenance staff was no longer on duty and would return on Monday. She stated she would let them know there was a problem with the heat. when they returned on Monday. Please keep in mind there was a blizzard in the Rochester area two weeks ago. I inofrmed the front desk staff that telling the maintenance on Monday that my heat was not working would not resolve my problem. She them informed me "she was not maintenance". She finally agreed to move me to another room and informed me I could come pick up the new key from the front desk. I asked if she could bring me the key....which she finally agreed to do. When she dropped off the key she never apologized for the inconvience nor did she offer any assistance to help me move to the new room. I was moved to a room that was blocked by heating vents on the outside heating units were very loud. I left a message for the hotel manager to give me a call...she never called. I also sent her the hotel manager an email and she never responded to the email. I am a Hilton Honors Diamond member and this was the worst hotel experience I have ever had. I am in Rochester for the remainder of this month and next and moved to the Double Tree Hotel. Excellent Customer Service at the Double Tree. I would recommend staying at the Doubletree when in Rochester....AVOID THE HOMEWOOD SUITES!!!!!!

We stayed at this hotel while work was being done on our house and we loved it! Traveling with a small child can be challenging but the rooms were layed out in a way that allowed us space for our pack & play in a private room that was dark and quiet. The hospitality is fantastic and was overall a perfect home away from home!