Hyatt Regency Rochester

Hello, I am writing to formally report serious cleanliness and sanitation issues during my recent stay at the Hyatt Regency Rochester, which I booked through Expedia. The conditions we encountered were unacceptable and far below the standards expected of the Hyatt brand. Upon checking into our initial room, my wife and I observed a crusty white substance on both the wall and floor. This substance did not appear to be a cleaning product, food, or beverage, but rather an uncleaned mess left behind by a previous guest. Additionally, the floor was sticky, and there was visible hair throughout the bathroom sink and shower. The room was clearly not properly cleaned or inspected prior to our arrival. After reporting these issues to the front desk, we were reassigned to a second room. While this room initially appeared cleaner, we encountered another significant issue later that evening. Upon returning from dinner and attempting to store leftovers in the refrigerator, we discovered that it was already filled with old food items—some dated as being approximately 10 days old. This again indicates a failure in housekeeping and room inspection procedures. When I contacted the front desk for a second time, I was informed that no additional rooms were available and that I would need to address the matter with Expedia. While the staff member was courteous, the lack of resolution was disappointing given the circumstances. I grew up in Rochester and have stayed at many hotels over the years; however, this experience was by far one of the worst I have encountered. Due to the repeated cleanliness failures and lack of an appropriate on-site resolution, I would never recommend anyone to stay here.

The staff is absolutely amazing. But the rooms are some of the worst. I can hear everything going on in the hall way even the elevator which I was not next to. The bed is so stiff and the pillow are so small and offer 0 support and just go flat when you lay on them, the AC sounds like it's a 90s car engine and makes so much noise when it shuts on and off and even if I kept the fan contstant, it still shuts off. My trash was never changed so I found nicotine gum when I arrived and the floor seemed to not be swept or mopped in the room. The restaurant on property is not bad and the staff are all very nice but this is not a Hyattt Regency. It feels like a Hampton Inn which is also being nice because some of those are better than this.

I actually loved this hotel I was here with my grandmother last night and the best experience ever my grandma got helped up to the hotel room because she had a Walker so they helped her and they have great workers. I honestly didn't have any problems everything was clean and better then other hotels I've been to. 👍🏽🫶🏽