Hotel berhampiran Erie Canal Commons, Rochester

I am a Diamond member via Hilton Honors. We booked a 3 night stay Friday thru Monday on points for first 2 nights and paid for the Sunday night. The hotel took the total cost of the three night divided it by 3 and charged me $223 USD for a Sunday night stay even though the hotel was completely empty. Upon check out I questioned the front desk and told them that if I had booked Friday and Saturday on points and then made another reservation for Sunday paying at the members rate, it would have been much cheaper. The attendant agreed, but couldn't figure out how to correct it and advised me to call Hilton Honors to resolve and she would make a not on file. I have called Hilton Honors several times and no one can seem to help and advised that someone would call me back, that was a few months ago. Today I called Hilton Honors and they said there was no case file, of course. Todays agent (Theresa) agreed that If i had booked as described I ”probably” would have got a better rate. I asked why you wouldn't just extend a diamond loyalty member the best price, she couldn't or wouldn't answer that. I asked for a supervisor to speak to and she advised there isnt any??? Really.... everyone has a supervisor at a call centre and I was willing to wait. Rude, unwilling to satisfy a loyalty member and a general ”it's your fault for booking that way” attitude didn't feel good either. Hilton2 Suites didn't care, Hilton Honors doesn't care about customer service and I will assume if any Hilton people read this they won't care. Sad ending to what was a good relationship for personal and business travel. I'm done with this hotel and Hilton overall. They have the absolute worst customer service and there are plenty of other choices of hotel chains offering better loyalty programs and I bet they call back their customers to resolve issues. If you stay at this hotel and have a billing issue, GOOD LUCK

We enjoyed a fabulous three night stay at this wonderful motel/hotel. Everything was better than we anticipated after other motels in the area that had been so disappointing, so we will definitely be back on our next trip to Rochester. The room was huge and lovely with comfortable beds and pillows, and large TV with lots of channel options. The towels were terrific, so large and fluffy. The breakfast was delicious with plenty of choices both hot and cold, and great coffee and tea available 24/7. I enjoyed the pool, small but deep enough at 4 feet for my aqua exercise/PT. And the hot tub was a bonus! My family spent some morning time in the very beautiful back yard, comfortable chairs, a fire pit and grill, and truly gorgeous flowers, shrubs and trees. Never seen anything like that at a motel before. Finally, every staff member I interacted with was friendly, knowledgeable and helpful and always made us feel welcome. Highly recommend this Fairfield to anyone in the Rochester area. We were willing to travel from Greece to Brighton daily, where my son lives, because the comfort here was worth the 15 or so minute ride. Thanks for a memorable weekend.

No Juice at all or Lemonaide all 4 nights. Reserved a room with a Tub . They did not accommodated that request. There was a pill on the floor in our room . The bed was very uncomfortable The pregnant blonde girl at front desk was very rude. Shower head was broken Room not cleaned asked for it to be cleaned . They came in on the 4th night and made bed and took out trash . The same stains were on nightstand ..3 rings from a cup . they left a red bottle of airfreshner or cleaner unlabeled in our room. Alarm went off in middle of the night the front desk yelled at my husband and told him they are dealing with it. I called customer service and Supervisor Melanie offered me 8000 points . I was there not on vacation. I was there because my Dad was dying he died on the last night of our stay...Not being able to sleep in a comfortable bed or partake in the amenities they advertised was very disappointing. We are booking 37 rooms for my Dad's funeral in Rochester and because of Choice dropping the ball we will go elsewhere . There was also a man from France that spoke very little English and he had a reservation however they told him they didn't have a room for him. After 2 hours they used the company card to get him a room at a different hotel .

條件不錯、贈送了早餐

The hotel has good location, close to highway and shopping. We had good night sleep there. Our room was facing Jefferson road so noice was not an issue at night. However, the hotel does not offer free bottled water as others. We had to retrieve our own from our car. It would be nice to add considering the relative low cost.

Suite was clean. But pets next door and across were barking...Bathroom was part of the bedroom, so any one staying in the suite had to go thru the bedroom to get to it. Breakfast was OK, simple, eggs were dry and they ran out of some selections by late morning. Better food at Cracker Barrel!

Great location close to many things, malls, entertainment, etc. Staff was helpful

Everything was great. Check in smooth as was check out. Bar service is always excellent.