Home2 Suites by Hilton Rochester Henrietta, NY

Poorly maintained hotel. First room wreaked of dog pee, had a sticky entry and there were no rooms matching the one we booked to replace it. Nothing offered to appease the difference in space. Then the only night we could swim, the pool was green, cloudy and had no chlorine in it. We brought test strips to make sure it was safe for our son to swim (who was getting treatments at Strong that week) and there was no chlorine showing at all in the pool. Front desk only offered a 5 minute drive down to a holiday inn, which really was not practical at all given the circumstances. They offered no other solution and kept the pool open. Then I sent in an official written complaint later that evening and they offered the night off. The pool condition did not change at all during our stay, which is scary. The room was comfortable, but the bathroom was not very clean and there were gross stains on the couch. Lots of hairs in corners of the shower and floors. Not major, but also every night I went to make tea, the hot water was luke warm and the girl at the desk had to get me a cup. Same girl each night, so maybe there is a connection. It served its purpose for us having a full sized fridge and means to cook, but I would look at a different hotel next time.

Room was spacious and clean. Swimming pool was great and the Breakfast was Awesome!!! What a selection of food!!! Very good!!!

Love the location! Everyone was very helpful and professional. Enjoyed my stay. Walking path was nice. Also fitness center was good for a workout. Convenient to the stores and dining.

Everything was fantastic. Only reason the hotel we stayed at didnt get all 5 stars was "around the property" was due to no enforcing non-EV ICE vehicles parking in the charging stations.

The pool was closed, the breakfast was subpar, the hotel is old, looks like it needs a renovation. For what it was, the hotel was clean and staff were friendly and helpful.

Decent size pool, good breakfast, we stayed in a queen suite which was quite big enough for my three boys and a two of my friends kids who were staying in the neighboring room to run around. Several restaurants and stores where nearby. Clean facilities.

Hotel was good, but many vehicles (ours included) had their windows smashed in the parking lot with items stolen TWO nights in a row!! No security cameras! Hope no one is ever assaulted in that parking lot. They need security cameras. Hotel guests were not warned this was happening. Incidents were downplayed when guests questioned front desk staff. Would not stay here again.

Great Service. Attentative staff. To improve, empathize with EV owners if you are serious about attracting that market segnent. Im an EV owner and drove 8 hours. Its great the hotel offers EV chargers to owners, but they limit the charge to 10KWh which is 1/8 of my battery capacity. I need to fill up. I reconnected the charger and only got 2 more kWhrs (a whole 6 miles). If you are serious about addressing a unique market, you need to be more transparent and improve about what you are offering.

Although we did arrive 10 minutes before check-in, there were no rooms available. Initially we were quoted 30 minutes, it was changed to “probably an hour” at the conclusion of our conversation. When we returned an hour later, we were able to check in and the “incidental fee” was waived (really the only positive of the experience at the hotel). The hallways and elevator were run down and beat up looking, one of the elevators made a concerning noise and shaking that we either took the stairs (from the 4th floor) or waited for the other elevator. One huge reason I chose this hotel was for the pool. The first day the pool water was very cloudy, there were several used bandaids, garbage, and clumps of hair on the deck around the pool and peeling paint and rust around the chairlift. The second day, after returning from spending several hours in the very hot sun, there was a sign up that the pool was closed until further notice. The room was a nice size and having a couch was nice to have, rather than having to sit on a bed, to relax. The smell of the room was off putting (not sure if that was related to the cleaner they used). The room was a “surface” clean (first look it seems clean but closer inspection showed it needed more attention: toothpaste remnants on wall behind sink, scuff marks on the door/wall as you walk in, and an old sock that we found on our last morning that didn’t belong to us). There was a plunger left outside of a room in our hallway for most of our stay.

Our family traveled to Rochester with 3 young kids and stayed here for 4 nights. PROS: It was very family-friendly, great breakfast for both parents and kids, FREE washer/dryer usage (just bring your laundry soap), convenient parking, plenty of free shows on the TV for kids and families, rooms were clean and requests were met by the cleaning staff, front desk staff was very helpful, plenty of closeby restaurants and shopping. CONS; No water to drink at breakfast (juice and coffee was available), sloppy tile work and trim in the bathroom (cosmetic only, but could look much better easily). Overall, we were very impressed, and wouldn't hesitate to bring our family back to this hotel!

Poorly maintained hotel. First room wreaked of dog pee, had a sticky entry and there were no rooms matching the one we booked to replace it. Nothing offered to appease the difference in space. Then the only night we could swim, the pool was green, cloudy and had no chlorine in it. We brought test strips to make sure it was safe for our son to swim (who was getting treatments at Strong that week) and there was no chlorine showing at all in the pool. Front desk only offered a 5 minute drive down to a holiday inn, which really was not practical at all given the circumstances. They offered no other solution and kept the pool open. Then I sent in an official written complaint later that evening and they offered the night off. The pool condition did not change at all during our stay, which is scary. The room was comfortable, but the bathroom was not very clean and there were gross stains on the couch. Lots of hairs in corners of the shower and floors. Not major, but also every night I went to make tea, the hot water was luke warm and the girl at the desk had to get me a cup. Same girl each night, so maybe there is a connection. It served its purpose for us having a full sized fridge and means to cook, but I would look at a different hotel next time.

Noisy because of thin walls. Dirty carpet. Hallways smelled like pot.

Not happy with the cleanliness of the room. There was hair inside the shower, tape stuck to the walls, dirty couch && there was garbage in the linen closet. Not happy at all and never experienced this staying at a hotel.

This is my second stay at this hotel. Both times the hallways smelled like cigarette smoke. Luggage carts were non existent. Only one of the two elevators were in service. This hotel seems to cater to local families looking to book a room to host large groups of people and use the pool. The room was run down and carpet was filthy. This will be the last time I stay here.

Very clean

The tub was dirty, with rust and grime. There was trash around and under the bed. A guest’s dog was barking non stop. The breakfast options were limited. The washer was old and made a lot of noise. The dryer was full of lint and the lint basket doesn’t sit properly. Will definitely not be staying here again.

The worst Home2 Suites I had stayed. Lack maintence, vent covered with dust, some kind of green soap sprayed on the floor near the vanity counter, hairs in vanity drawers and shower.

The bathroom was filthy and the bed killed my back so bad

Not clean place.

We had a great time staying at the hotel for two nights. It was super clean and the location was perfect, right near everything we needed.

Good hotel to stay for extended period. The housekeeping staff are very rude, but the front desk was very helpful and polite. The bathroom door is the wierdest I have ever seen. It is a heavy door, has no handle and a tiny litte lock which is almost not possible to use. Sliding the door to open and close was really annoying and hard. But the hotel was good in all other respects.

Called front desk multiple times about the noisy neighbors. The walls are paper thin. They started with night club music at 9pm and its still going at 3am with loud conversation, laughing and music. Called front desk again and asked them to find them a conference room for their all night meeting.

Nice kitchen and spacious room . 2TVs . Decent shower Great location to RIT . Pullout couch bed mattress was awful.you should update the couches and get something a little sturdier& thicker . Bed linens for it also skimpy & not warm enough . Coffee also not too good at free breakfast . Did not eat free breakfast so can’t comment on food . For the price of room expected a bit more .

Beautiful property, and spacious rooms

The breakfast was great and the room was enormous

the only negative thing i have to say really is their couches are old and outdated. other than that the room was pretty modern, clean and spacious!

Bathroom has a pocket door, so the "handle" is just an indent. Bring a butter knife in with you, to hold against the door jam to keep you from closing too tight, & help you open the door! Also, there was no dish or hand soap in the kitchennette in my suite. The beds & shower were fine, & all was clean. The breakfast was good, but some fresh fruit fruit w/b nice (bananas?) Waffles were good, but a second waffle press w/b helpful. It was a pretty good visit, thanks!

It was ok. The bathroom sliding door was heavy and hard to close without handles. The window cover was ripped. The key card reader would not work and we were forced to move to a different room. Breakfast was mediocre.

Good accomodations and experience. Just thin walls.

This property was bright and clean. Easy to get to from the 390 and very convenient to shopping and R.I.T. The staff was very kind and helpful. (Side bar- the staff was well dressed, neat and professional) The beds and bedding were also clean and comfortable. Our only negative, and it was important for sleeping arrangements, was the mattress on the pull out couch was incredibly uncomfortable. When a 4 year old and a very slight nine year old have trouble sleeping on it, it matters. It was VERY thin.

The room I reserved and paid for was not available when I checked in.

Room was not an available at check in time. TV had no signal. They did not return my calls for requesting help with tv

Terrific experience and helpful staff

The hotel was clean and the staff was very friendly. Conveniently located to shopping and dining areas.

The room was very large, spacious, and clean. The staff was very friendly and accommodating. Would recommend

The hotel was dirty and the staff at the desk were inexperienced! Did not know how to check us out etc. We met lots of family who came to stay for a funeral and they said their rooms were not even made up before they checked in at 6:00pm! Cleaning staff need to care more! Have stayed in many Home2suites eg. Buffalo and their breakfast is amazing! The breakfast at this hotel was terrible!

We arrived late in the night but had a reservation. Check in was smooth and staff was friendly.

There was a party in the room next to my sister. The hotel did nothing to help the issue.

The property itself was great. My only complaint was one of the staff members during breakfast followed me around, telling me to pick up my stuff everything that I was making out the breakfast buffet and then had the audacity to tell me If I’m taking the tray upstairs, I need to bring it back down the next morning. She was very rude.

In short, they gave my room, that's sleep 6, away. And put myself and 3 other minors in 2 different rooms. This lead to minors sleeping in the hotel with now adult supervision. Second the door on one of the rooms would not close, unless you picked up on it and pushed or pulled really hard. I did call earlier that day and let the hotel know I was planning on coming in late and made sure everything'l was in order still at this time they said yes. Breakfast was ok. Could have any toast bread because they didn't have the auto toast on.

Staff was fantastic, on the phone and in person! Location of property was convenient and within 15 minute drive to downtown. Ample parking spots available when we travelled there. Room was clean and comfortable. Would return again!

Loved the size of the room. Excellent buffet breakfast. The area around the hotel is so depressing. It epitomizes the worst of the USA. No reason to visit or stay here unless you have to.

Property was good and convenient. Always appreciate the breakfasts. Very convenient for food and shops, but not much else in the area.

Comfortable stay, convenient location. This is my go-to hotel stay when in the Rochester area.

The location was convenient to our daughter’s school, Rochester Institute of Technology, just 4 miles. There’s a great coffee place across the street. The hotel served breakfast but we took advantage of the cute breakfast places in downtown Rochester.

Friendly staff. convenient location.

great suite, nice room, but If I were to stay again, I would ask for a room on the back side, the highway was loud.

We liked the property because it was close to the airport, as our flight arrived late. We just wanted a good night's sleep, as we were leaving the next morning. We got the sleep and a complementary breakfast as well.

Clean and convenient location. Lots of dining options nearby.

We had a great time staying at the hotel for two nights. It was super clean and the location was perfect, right near everything we needed.

No enough seating for the free breakfast. Could not get to buffett due table set up, nor were there seating once we did get food. Also a guest had a dog who barked constantly. Numerous people complained, but dog kept barking (probably because it was left alone) and owner was not called. Super annoying.

Room was spacious and clean. Swimming pool was great and the Breakfast was Awesome!!! What a selection of food!!! Very good!!!

Nice big room with full refrigerator. Plus very delicious breakfast!

We had 4 rooms and 2 of our rooms had leftover guest clothing in the drawers. Carpeted area was not cleaned properly. Overall it was a decent stay but we would not return. Breakfast was cold and eggs obviously old.

The staff were not friendly, seemed like they could not be bothered. There was no soap to wash your hands in the bathroom, had to use dish soap. Was charged over $3 for a bottle of water, that I was given free at a previous stay. As a Hilton Honors member felt at least a bottle of water would have been complimentary. The breakfast options were awful. The hot breakfast sandwiches had bread that was hard as a rock. Limited selections.

The breakfast was great and the room was enormous

Check in took longer than expected as they had to check if the room was ready. This was even though we were well past the 3 pm check in time. Once we were in the room, we found that the shower gel, shampoo, and conditioner were empty. We reported to the concierge, but they did not correct this until reminded the next morning. The juice dispenser also did not dispense cold juice.

Room was very large so that was a plus, no bar soaps at first had to go find someone for them. The breakfast was not good- no silverware out, plates bowls cups etc, chairs were not even put down from the table at 830am when breakfast started at 6am. Had to ask several times for more utensils and the person still did not bring more than 2 out at a time. Coffee ran out. we came back to our room the next day around 3pm and it was not cleaned at all. Overall, good location, semi clean place, just maybe understaffed so none of those things were done!?

First time in a very long time staying at a Hilton family hotel. The hotel was reasonably priced, the room was spacious. We had a king room with a mini kitchen and pull out couch. I do however, have a few complaints 1. Not enough towels, pillows etc. had to ask for more.. ( maybe I am used to staying at other types of places but I sort of expected there to be enough towels for us all..) 2. The pull out couch was awful.. you could feel the metal springs in our backs. Not THE HILTON EXPERIENCE I WAS EXPECTING. 3. Breakfast was good but they ran out fast and were not able to keep up with the demands and not enough seating. Check out was great… however, the slogan says if you were not satisfied and they could not fix it… the night would be on them… this was not true… when I complained about the couch the wonderful person checking us out said she has told management but they do not listen.

Our family traveled to Rochester with 3 young kids and stayed here for 4 nights. PROS: It was very family-friendly, great breakfast for both parents and kids, FREE washer/dryer usage (just bring your laundry soap), convenient parking, plenty of free shows on the TV for kids and families, rooms were clean and requests were met by the cleaning staff, front desk staff was very helpful, plenty of closeby restaurants and shopping. CONS; No water to drink at breakfast (juice and coffee was available), sloppy tile work and trim in the bathroom (cosmetic only, but could look much better easily). Overall, we were very impressed, and wouldn't hesitate to bring our family back to this hotel!