Homewood Suites by Hilton Rochester/Henrietta

The front desk service with Crystal was exemplary! She was friendly, helpful, and remembers your name on a day to day basis. The rooms are nicely appointed with a small kitchen area. The beds are very comfortable, and the showers have great water pressure. The only issue we had was a clogged bathroom sink, which we reported but did not get fixed. We were there during Thanksgiving weekend which could be why. Otherwise we loved everything about our stay, especially the extra special care that Crystal provides from the front desk!

Update: Spoke with manager, Tito, upon checkout who was the only one to offer any apology and made things right. Thank you Tito. Not to the standards of the Hilton name. We checked in online and went to the front desk attendant to get a card and our waters. Morgan says, waters are only for platinum members and we are silver. Every Hilton we have ever stayed at offers water any level, and we are currently gold. Morgan says nope it says here silver, but he did begrudgingly gave us two water bottles. We get to the room and the tv welcome sign says gold member. The room was gross, a full fingernail on the bathroom floor, something in the tub, something on the bed cover. Talked to Morgan, who put us in a different room. Cleaner, but the kitchen sink is disgusting. Stopped by Morgan again

As a Hilton Honors Member, I have come to expect better than this. I had a three night stay. The first morning I found that the shampoo bottle was COMPLETELY empty after I was already in the shower. I later took it to the front desk to show them it was empty - not just low but EMPTY - and the response was tepid. "Oh, sorry about that." But I assumed that they'd take care of it. I went out the next day and when I got back late in the evening it hadn't been replaced. I called the front desk and told them I had no shampoo. "Oh, sorry, I'll let housekeeping know." The third day, when I STILL DIDN'T HAVE ANY SHAMPOO, I went back to the front desk and was told, "Oh, sorry, I'll make a note of that." Never at any time did they offer to just bring me some shampoo. I washed my hair with bo

Positive: Location. Small kitchen. The front desk staff was so friendly and hard working. Negative: The room was not very clean. I had to unload the dishwasher. The closet door was broken so completely I couldn?t open it. The tub was visibly dirty. Furniture was stained, dirty and chipped.

I have never had a worse experience at a Hilton property. Ever. We checked in and Morgan was rude and refused to acknowledge our Gold member status, giving us attitude about the bottles of water. Our first room had blood on the comforter, hairs and fuzzies on the bedsheets, and horrible stains in the shower - more blood maybe? We went back down to deal with Morgan who begrudgingly gave us another room after we showed him pictures of how dirty it was. Room number two has a sink that looks like someone vomited in it and it dried that way. Additionally, there something shoved in a hole in the ceiling near a fire sprinkler. You know, those things you're not supposed to touch because they might go off? We go back to Morgan who says he wrote a work order ticket for it to be cleaned. Nope. N