I can't praise the employees of this hotel enough! From check-in to departure, everyone was positive and helpful.
The upgrades to the hotel are absolutely beautiful. The amenities in the room were great too, especially the USB ports for charging and the built-in nightlights on the beds -- an excellent touch!
Major renovations done in a upstate NY hotel with no heaters or rugs near doors new hardwood floors in bathroom seeping water funky smell. wonderful staff restaurant menu limited. So cold in lobby and restaurant area that went elsewhere to eat.
I had stayed here back in April when the hotel was still under renovation (and really should have been closed during that time).
When I returned at the end of December, the finished product was a sleek lobby, a Morton's downstairs and a fully functioning Starbucks. The rooms are handsomely appointed and spacious (though putting a Netflix button on the remote but not having Netflix is obnoxious).
However, there is attention to detail that is sorely lacking and inexcusable, especially for a hotel that wants to think of itself as the most upscale property in Rochester. When I arrived on an evening with temperatures in the teens, the lobby was unheated. My room wasn't much better. Even though I had the thermostat up to 74, it was cool air that was coming out of the vent.
In the morning, when i went down to get a newspaper, I was told there weren't any and that there never were any. The front desk didn't seem the least bit embarrassed by that.
Later, when it came time to get our car, the valet attendant was nowhere to be found. He had gone to do an airport pickup. No one was left to take his place, which forced us to scramble to get to an appointment.
I pointed all of this out in an email to the general manager, who did not deign to send me a reply.
When you're Hyatt Regency, people don't expect bush league. You need to do better. No excuses.
Worst customer service, Girl at front desk was plain nasty!! food was disgusting!! Paid for the buffet that was at first totally empty then when finally a few things came out. Everything was cold and even the valet service was a joke. Couldn’t get my car due to no one working??? Paid $17 for the service to get my own car