After staying at a few other hotels further outside the city limits, we were so glad to check into an actual nice professional hotel where we were able to get a good night's sleep...and a warm cookie to top it off.

As a team we traveled to Rochester, New York last weekend. We arrived and was quickly greeted with a warm welcome by the efficient front desk staff. The rooms we very clean and comfortable. Throughout the staff was friendly. Matt at the Front Desk was able to assist us with any needs we had. Kim in the restaurant was amazing. The hotel was very convenient to many local restaurants and to the rink we competed at. Overall, the experience was very positive due to such a wonderful stay at this hotel. Thank you,

This Double Tree was sub-standard at best. Unfortunately, my discreet complaints to the manager only resulted in more frustration and disappointment. Since I am a frequent traveler, I do have high standards - so when there is something wrong, I tend to be soft and allow someone to correct things. But when those corrections don't happen, I become an unhappy traveler!

I was traveling on business. I was told they were sold out of non-smoking king rooms, but I arrived to my room and was pleasantly surprised that it was a non-smoking king. My pleasure turned quickly to disgust when the internet didn't work in my room...and there was a mouse dropping on the cup lid.

I took the cup lid to the front desk and asked the manager, discreetly, to look at it. She apologized and offered me 5,000 Hilton Honor points (which I have not received 2 weeks later). They moved me immediately to another room, and provided someone to help move my things. Unfortunately, the room they moved me to was outdated and the door would not open with slamming my whole body into it, but I didn't realize this until later since the bellman had opened the door (why didn't he acknowledge it then?). I thought about taking a dip in the pool to relax but honestly, with the open atrium - it would have felt like you were on display, despite the attempts to cover the area with draping (the hotel was previously a Holidome so I understand the layout). Also, the inside rooms technically don't have a window. They have balcony doors that open to the atrium, but others can walk by your room, so you generally would want to have the curtains drawn.

After all of this, on my way out I asked for a cookie. The manager recognized me and asked if my room was okay - I told her about the door and she apologized as she was looking for the cookie. She came back and said she seemed to be striking out, as there were no cookies. She offered to send a tin to my home address on file since I was checking out. I don't know if they had the wrong person or what, but it has been 2 weeks and I have not received the points or the cookies.

I do not recommend this hotel for anyone. There are many better options in the area, and the service is followed through.

Popular chain restaurants nearby, outside of Downtown Rochester, clean overall, room 109 needs some additional maintenance in the bathroom, like the scent a feel of the soap and shampoo. Atrium lobby bar is nice and the gym is well equipped.