Hotels Near Erie Canal Commons in Rochester

I am a Diamond member via Hilton Honors. We booked a 3 night stay Friday thru Monday on points for first 2 nights and paid for the Sunday night. The hotel took the total cost of the three night divided it by 3 and charged me $223 USD for a Sunday night stay even though the hotel was completely empty. Upon check out I questioned the front desk and told them that if I had booked Friday and Saturday on points and then made another reservation for Sunday paying at the members rate, it would have been much cheaper. The attendant agreed, but couldn't figure out how to correct it and advised me to call Hilton Honors to resolve and she would make a not on file. I have called Hilton Honors several times and no one can seem to help and advised that someone would call me back, that was a few months ago. Today I called Hilton Honors and they said there was no case file, of course. Todays agent (Theresa) agreed that If i had booked as described I ”probably” would have got a better rate. I asked why you wouldn't just extend a diamond loyalty member the best price, she couldn't or wouldn't answer that. I asked for a supervisor to speak to and she advised there isnt any??? Really.... everyone has a supervisor at a call centre and I was willing to wait. Rude, unwilling to satisfy a loyalty member and a general ”it's your fault for booking that way” attitude didn't feel good either. Hilton2 Suites didn't care, Hilton Honors doesn't care about customer service and I will assume if any Hilton people read this they won't care. Sad ending to what was a good relationship for personal and business travel. I'm done with this hotel and Hilton overall. They have the absolute worst customer service and there are plenty of other choices of hotel chains offering better loyalty programs and I bet they call back their customers to resolve issues. If you stay at this hotel and have a billing issue, GOOD LUCK

My wife and I stay at this location in Rochester when we go to visit family (about 2-3 times a year). Our stays have always been exceptional, even during the Covid pandemic, during which time Covid restrictions were explained up front at check-in. There are a few employees that recognize us, and spend a few minutes talking with us. Associates at the front desk are always accessible, and address any concerns that we might have, even if it’s just telling them that the coffee urn in the lounge is empty. I’ve noticed that everyone, including maid service staff and maintenance workers always seem to be in a good mood, and interactions among associates is always pleasant. Rooms are clean and comfortably arranged. The pool and exercise room are clean and an adequate size. Morning breakfast is always stocked, with a selection that would satisfy most diets. I have no negative comments whatsoever about this location.

I thoroughly enjoyed my visit to this exceptionally clean and modern hotel. Staff I encountered all were very professional. I had the opportunity to meet Steven, the hotel Manager and found him to be very friendly, knowledgeable and helpful as well as very professional and a truly perfect leader for such a property. Any time I return to stay in Rochester, I will always stay at the Rochester Airport Marriott. Thank you for everything!

When I encountered a fire, I opened the door and stood in the corridor for a while. The staff ran around, but no one told me to evacuate. So I didn't have to go out. The fire kept going. I opened the curtains and looked out. The staff who had evacuated to the open space saw me and gestured to let me go outdoors, when the fire trucks came. They did not effectively organize, supervise, and check the evacuation of guests, but the fire was not serious. On the last day, the house keeping took us away from the cups with the toothbrushes. It should be obvious that it is not rubbish, because there are toothbrush and toothpaste inside, as well as dental floss and interdental brush. And, there was no problem with the release of the previous few days. strange. The attitude of the individual waiters at the front desk was cold. Others are acceptable.

From the curb this looks like a new or refreshed hotel. The reality is the facade is just that: a facade. Outside of the exterior and the lobby, the rest is a tired, old hotel. You can't easily use luggage carts because of the small elevators, doors to hallways and narrow entranceways. Ceilings are 1970s or 1980s style drop-down ceilings. Hallways are dark. Rooms received a superficial refresh but the TV is from 2011 -- as in 10 years ago -- and the bathroom is NOT refreshed. Mold and mildew in shower. No central lighting. Instead, my room had FIVE different light switches. Basically, this is an OLD 1970s or 1980s Holiday Inn with a facade update. The pool is closed, except to rooms with 2 or more guests. If you're solo you can't use the pool. There's no bar and no restaurant, despite advertising. Similarly, they sell breakfast packages but there's no breakfast because the restaurant is closed. I went to the front desk and asked for a wine glass from the bar and was told they wouldn't get one. Zero IHG elite status recognition. No local newspaper nor any local information, including restaurants. You are better off staying at the Best Western a block way. This is a dumpy old Holiday Inn providing less services and amenities than a Holiday Inn Express.

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.

Very good, full facilities, beautiful price

Suite was clean. But pets next door and across were barking...Bathroom was part of the bedroom, so any one staying in the suite had to go thru the bedroom to get to it. Breakfast was OK, simple, eggs were dry and they ran out of some selections by late morning. Better food at Cracker Barrel!

Great location close to many things, malls, entertainment, etc. Staff was helpful