7.4/10 Good! (1,001 reviews)
Where to start? Your first impression of the hotel is the squeaky escalator to the lobby that sounds like it hasn't been fixed in 6 years. That's because it hasn't because that is when we stayed there last. Our first room had the bathroom sink in the hallway & chipped paint in the bathtub. They were kind enough to move us to another room which was nicer but the shower doors wouldn't close. The pillows aren't standard pillows, they are throw pillows in cases. They are tiny and have no support. At one point our WiFi stopped working so the front desk told us to call Customer Service and handed me an 800 number. 30 minutes later on the phone, neither of us still had WiFi so I googled it and fixed it myself (hint: if happens to you, you need to "forget network" on your settings).
It is dirty and there is trash everywhere, the staff doesn't care about their jobs or the hotel. Not a single greeting, no "welcome to the Hyatt", just people who stare at you wondering what you are doing in the lobby. It isn't safe, there are homeless people everywhere, some of them loud and violent. We didn't see a single security guard or police presence during our 4 day stay.
We were in town for a visit and are from Rochester and it's terrible the way this hotel has fallen apart. It used to be one of the crown jewels of downtown. And it wasn't cheap. We would have gotten more value out of a Motel 6. Paying $200 night to feel unsafe and dirty doesn't seem like much of a bargain.
Reviewed on Jul 28, 2026
