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Bianca at the front desk is fabulous!! She made check in and check out so easy and her personality is so welcoming and friendly. Love her !!
One issue we had with the building itself is that the elevator is kind of scary. Lots of unsettling noises.
The room was perfect and very comfortable.
lesa
Stayed 2 nights in Apr 2024
Response from General Manager on 2024/4/29
Thank you so much! we are happy to hear that you enjoyed your stay with us. We hope to see you again soon!
It was not luxurious, but good enough for an overnight stay, for my husband's surgery at Strong Memorial Hospital. The staff was pleasant and the breakfast area was very clean; the attendant was cleaning even when no one sat in the chairs that she was cleaning.
The only complaint that I has was that our room was drafty.
MARY
Stayed 1 night in Apr 2024
Response from General Manager on 2024/4/29
Thank you so much for the feedback. We appreciate it.
Staff was friendly and accommodating.
Room and common areas clean.
Coffee bar was always available.
Cold breakfast was adequate.
Definitely would stay there again
Carol A
Stayed 1 night in Apr 2024
Response from General Manager on 2024/4/15
Thank you so much for the feedback. We are happy to hear that you enjoyed your stay with us and look forward to seeing you soon!
The front desk staff was extremely patient and helpful. Expedia did not report that we already paid for our reservation. The staff has had experience with this and were able to guide me through the process of getting Expedia to do their job and complete the reservation so we could check in.
Andrew
Stayed 1 night in Apr 2024
Response from General Manager on 2024/4/4
Thank you so much. We apologize for the issue that you stated and we were happy to help with this. We hope that you enjoyed your stay
10/10 Excellent
Leslie
2024/3/30
Friendly staff.
Leslie
Stayed 1 night in Mar 2024
Response from General Manger on 2024/3/30
thank you so much! We are happy to hear that you enjoyed your stay. We hope to see you again soon!
4/10 Poor
Corey
2024/3/24
Corey
Stayed 1 night in Mar 2024
Response from General Manager on 2024/4/15
Thank you for the feedback. We apologize if we did not meet your expectations and will use this as a training experience for the staff
Clean, bright and modern facility! Everything you need is in the room. Love the coffee bar, and quick breakfast option included. Very close to U of R. Thank you Spark!!
Jessica Ann
Stayed 1 night in Mar 2024
Response from General Manager on 2024/3/18
Thank you so much! We appreciate the feedback and hope to see you again soon!
The advertising was completely false. There was NO pool as advertised. The advertised breakfast was a few pieces of fruit and bagels. Should have been advertised as continental breakfast. Showers were barely warm.
Rich R.
Stayed 1 night in Mar 2024
Response from Spark By Hilton Rochester University on 2024/3/5
Thank you for the feedback. Unfortuntly the pool has not been availble since the opening of the hotel.
6/10 Okay
Hollie
2024/3/4
Somehow they had me for two reservations. I only booked one room. He cancelled one hopefully I don’t see a charge for that.
Hollie
Stayed 1 night in Mar 2024
Response from Spark by Hilton Rochester on 2024/3/5
If it was cancelled,, then you would not be charged
Booked under the assumption there was a pool due to advertising on hotels website and Expedia, however, pool was closed and had been closed since December. Staff was rude about it and stated it was said on the website but when showed proof of it not being stated just shrugged shoulders. Hotel roomed smelled not fresh, and elevator made creaking and load noises. Will never go back to this place, did not even stay the night but was still charged full price and was not even offered partial refund for the false advertising.
Taylor
Stayed 1 night in Feb 2024
Response from Spark by Hilton on 2024/2/11
Since the hotel opened it has been posted at the top of the website. The pool amenity has not been available since day one. All 3rd parties know of this also
Only a "Spark" for 3 weeks when I stayed there: comfortable, clean, convenient to MCC, UofR, R.I.T., restaurants and big box stores in Henrietta. Big room with fridge, iron and ironing board, tv. Excellent hot and cold breakfast included. Friendly, helpful manager. Staff still new.
Karen
Stayed 1 night in Jan 2024
Response from General Manager on 2024/1/29
Thank you for the feedback and happy to hear that you enjoyed your stay with us and hope to see you again soon!
2/10 Terrible
Amber
2024/1/22
Amber
Stayed 1 night in Jan 2024
Response from General Manger on 2024/2/11
Thank you for the feedback. We will look into the issues that you may have incurred
They did nkt have our information in there new computer systems for there buyout. So we could not check in. Showed them my email and confirmation number, but still nothing because we were not in there system. Had to find another hotel in the area last minute. NOT HAPPY WHAT SO EVER!!!
Joshua
Stayed 1 night in Jan 2024
Response from General Manager on 2024/1/29
We apologize that you ran into an issue with your reservation and apologize for the inconvenience that you had.
4/10 Poor
Phyllis
Traveled with family and small children
2024/1/8
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
The pool and fitness areas were closed. Having a pool was a huge factor in my choosing this hotel. Very disappointed for that. The breakfast advertised on website turned out to be only bagels and a few muffins and yogurt which was not restocked. Again, a big factor for choosing this location very disappointing.
Phyllis
Stayed 1 night in Jan 2024
Response from General Manager on 2024/1/29
We apologize that the pool and fitness were not completed before your stay with us.
2/10 Terrible
STACIE, POTSDAM
2024/1/8
STACIE
Stayed 1 night in Jan 2024
Response from General Manager on 2024/2/20
We apologize that you did not have a great stay with us.
They were under construction the 1st room was not what I paid for the second was a suite which is what I booked. But there was only one tv in the room but none in the living area. When it was time to shower guess what no shower curtain the phone was not connected had to go to front desk to get one. The first night went by and when we left for the day and returned that evening we had clean towels but the bed was not made. It didn’t surprise us but live and learn ☹️
Donald
Stayed 2 nights in Dec 2023
Response from General Manager on 2024/1/10
We apologize as we were still under renovations at the time of your stay as we were working on details that needed to be completed. If there was anything left on the beds, housekeepers are not to make beds or touch any personal belongings in the room and This will get looked into
I would like a full refund for my reservation. I arrived at the hotel and they could not find my reservation that I booked in December and paid for. They said because my reservation was not with their new name, there was no reservation for me. I was not the only person who had this problem, the concierge said we were the third person who had this issue (one being my Brother) and that there was nothing that could be done for me. I went to a different hotel for the night as I would of had to pay AGAIN to book a room and at a much higher rate. Im annoyed and want a full refund for my reservation.
The first room I was given, I unknowingly spent the night in a room with a door that didn’t latch or lock and no functioning phone. Once discovered I requested a new room for my remaining 3 days. Room #2 was equally a disaster as the sink didn’t drain, again phone didn’t work, and there was no handle on the shower to turn the water on! I wish I was joking. Pack my crap up again and go down to demand a functional room because that is what I’m paying for!!! I’m handed the key card for room number 3. I’ve thus far been unable to shower and am still in my pajamas mind you. Get up to room 3 and the key doesn’t work. Back downstairs at the counter for my 5th time that morning to get another key. Back upstairs with my second set of keys and again won’t work. By now I’m bawling from the stress that is this hotel that I’m staying in for Christmas. The counter guy meets me at the elevator cause he watched the camera and saw I was unable to get in my room. He then turned the wrong way off the elevator walked a few steps to then turn on me and says oh your room is at the other end you were at the wrong room! I as calmly as I could said YOU WENT THE WRONG WAY NOT ME!! I know how to read room numbers! Finally he lets me in the room to which I still have no key, he had to use a master. I’m stranded in this room while he makes and tries 3 more sets of keys and can’t get any to work. 3 rooms, 3 strikes I’m done. I had to find a new hotel for the rest of my trip on Christmas Eve!
Jessica
Stayed 3 nights in Dec 2023
Response from General Manager on 2024/1/29
We apologize that the issues were not completed and will use this as additional training for the staff.
4/10 Poor
CHERYL
Traveled with family
2023/12/25
Disliked: Staff & service
Horrible
I reserved 2 rooms at this hotel because it said they had a pool and continental breakfast, then later I asked about the pool and was then told it was closed as well as the exercise room. This could have been said online because I would have not booked at this hotel if I knew that prior. Then I also find out that there was no breakfast, the worker rudely told me that it’s a bag breakfast that came with a water and a muffin. This was one of the worse hotels that I have stayed at and I would not recommend it to anyone nore will I return to this hotel.
CHERYL
Stayed 2 nights in Dec 2023
6/10 Okay
wilfredo
2023/12/25
wilfredo
Stayed 3 nights in Dec 2023
Response from General Manager on 2024/1/29
Thank you for the feedback.
10/10 Excellent
Bianca
Traveled with family and small children
2023/12/25
Liked: Cleanliness, amenities
Bianca
Response from Spark by Hilton on 2024/2/11
Thank you for the feedback! We apprecaite it and look forward to your next stay with us.
10/10 Excellent
Connie
Traveled with family
2023/12/21
Liked: Amenities
Under some construction at the moment. Some things not up to par because of it. I’m sure will be fine when finished.
Connie
Stayed 1 night in Dec 2023
Response from General Manger on 2024/2/11
thank you for the feedback, we appreciate it and hope that you will return to give us a chance again.
First room, we walked in and it was freezing. We opened the bathroom door and was greeted with a wave of humidity. The bathtub faucet was running very hot water and the bathroom walls, inside door and frame were dripping with water from condensation. We were unable to stop the faucet.
We went to a second room and the door would not close all the way and lock. It took two of us to close it that night and we could not shut it in the morning. Also, the room phone was not hooked up.
In the morning when we checked out, there was a sign on desk that they would return in few minutes, helping a guest. We waited 10 minutes before we rang the bell, and the front desk staff was there.
Melissa
Stayed 1 night in Dec 2023
4/10 Poor
Michael
Traveled with family
2023/12/18
Liked: Cleanliness, staff & service, room comfort
Disliked: Property conditions & facilities
Slightly disappointed
We planned this stay for a family get together and an opportunity for our family to stay in our first hotel together. We selected this hotel for the pool and breakfast amenities. When we arrived, we found the out the hotel was under renovation and neither of them were going to be available. We cut our stay short one day and booked elsewhere.
Michael
Stayed 2 nights in Dec 2023
4/10 Poor
John
2023/12/16
Liked: Cleanliness, staff & service
No one told us the hotel was being renovated when I booked and after i called. The rooms didnt have microwaves in them and the wifi was unsatisfactory.