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Reviews of Spark by Hilton Rochester University Area

3 out of 5
Spark by Hilton Rochester University Area
797 E. Henrietta Rd, Rochester, NY

Reviews

7.2

Good

Rating 10 - Excellent. 339 out of 1002 reviews" "
Rating 8 - Good. 253 out of 1002 reviews" "
Rating 6 - Okay. 163 out of 1002 reviews" "
Rating 4 - Poor. 111 out of 1002 reviews" "
Rating 2 - Terrible. 136 out of 1002 reviews" "

7.4/10

Cleanliness

7.8/10

Staff & service

7.2/10

Amenities

7.0/10

Property conditions & facilities

7.4/10

Eco-friendliness

Reviews

8/10 Good

Erin

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Mar 2024
Response from General Manager on 18 Mar 2024
Thank you! We appreciate the feedback.

10/10 Excellent

Jessica Ann

Liked: Cleanliness, staff & service, property conditions & facilities
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!!
Stayed 1 night in Mar 2024
Response from General Manager on 18 Mar 2024
Thank you so much! We appreciate the feedback and hope to see you again soon!

10/10 Excellent

Marvin Dennis

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Clean
Stayed 1 night in Mar 2024
Response from General Manager on 9 Mar 2024
Thank you so much ! We appreciate the feedback!We hope to see you again soon!

6/10 Okay

Chris

Liked: Cleanliness
Disliked: Staff & service
Stayed 2 nights in Feb 2024
Response from General Manager on 9 Mar 2024
Thank you for the feedback! We appreciate it

8/10 Good

Laura

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Good location. Great staff. Excellent breakfast
Stayed 2 nights in Feb 2024
Response from Spark By Hilton Rochester University on 9 Mar 2024
Thank you so much for the feedback! We appreciate it

4/10 Poor

Rich R.

Travelled with family
Liked: Cleanliness
Disliked: Staff & service, amenities, property conditions & facilities
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.
Stayed 1 night in Mar 2024
Response from Spark By Hilton Rochester University on 5 Mar 2024
Thank you for the feedback. Unfortuntly the pool has not been availble since the opening of the hotel.

6/10 Okay

Hollie

Somehow they had me for two reservations. I only booked one room. He cancelled one hopefully I don’t see a charge for that.
Stayed 1 night in Mar 2024
Response from Spark by Hilton Rochester on 5 Mar 2024
If it was cancelled,, then you would not be charged

2/10 Terrible

Heather

Liked: Cleanliness, property conditions & facilities
Stayed 1 night in Mar 2024
Response from Spark by Hilton on 4 Mar 2024
We are sorry to hear that you did not enjoy your stay with us.

10/10 Excellent

Patrick

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
free Parking, easy in and out large rooms and very clean
Stayed 1 night in Feb 2024
Response from General Manger on 3 Mar 2024
Thank you for the feedback. We hope to see you again soon! So happy to hear that you enjoyed your stay.

10/10 Excellent

Patrick

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Awesome place 😃 Free parking, very clean and cozy and wide on inside especially if you are traveling with small kids
Stayed 2 nights in Feb 2024
Response from General Manager on 27 Feb 2024
Thank you so much! We appreciate the feedback and are happy to hear that you enjoyed your stay with us. We hope to see you again soon!

10/10 Excellent

Stacy J.

Travelled with family and small children
Liked: Cleanliness, staff & service, property conditions & facilities
Very pleasant staff. Enjoyed stay. A lot of places to shop eat and explore. Only disappointment was the pool was closed.
Stayed 1 night in Feb 2024
Response from General Manager on 26 Feb 2024
Thank you so much for the feedback! We appreciate it and hope to see you again soon!

8/10 Good

Eduardo

Liked: Cleanliness, property conditions & facilities
Stayed 1 night in Feb 2024
Response from General Manager on 27 Feb 2024
Thank you for the feedback. We are happy to hear that you enjoyed your stay.

2/10 Terrible

Taylor

Travelled with family and small children
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
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.
Stayed 1 night in Feb 2024
Response from Spark by Hilton on 11 Feb 2024
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

10/10 Excellent

Scott

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Tatiana was amazing checking us in. The property is great.
Stayed 1 night in Feb 2024
Response from General Manager on 2 Feb 2024
Thank you for your review! We appreciate the feedback and hope to see you again soon!

2/10 Terrible

Amber

Stayed 1 night in Jan 2024
Response from General Manger on 11 Feb 2024
Thank you for the feedback. We will look into the issues that you may have incurred

4/10 Poor

Phyllis

Travelled with family and small children
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.
Stayed 1 night in Jan 2024
Response from General Manager on 29 Jan 2024
We apologize that the pool and fitness were not completed before your stay with us.

8/10 Good

carly

Liked: Cleanliness, staff & service, property conditions & facilities
Response from Spark by Hilton on 11 Feb 2024
Thank you for the feedback and hope to see you agin soon!

8/10 Good

Senthil Kumar

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Dec 2023
Response from General Manager on 29 Jan 2024
Thank you for your feedback. We appreciate it.

2/10 Terrible

Steph

Stayed 1 night in Jan 2024
Response from General Manager on 29 Jan 2024
We are sad to hear that you did not enjoy your stay with us, and hope that you give us another chance to improve your experience with us.

2/10 Terrible

Donald

Disliked: Cleanliness, amenities, property conditions & facilities
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 ☹️
Stayed 2 nights in Dec 2023
Response from General Manager on 10 Jan 2024
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

8/10 Good

Thomas

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Dec 2023
Response from General Manager on 29 Jan 2024
Thank you for the feedback! We appreciate it

2/10 Terrible

Julia

Travelled with family
Disliked: Cleanliness, staff & service, room comfort
Stayed 1 night in Dec 2023
Response from Spark by Hilton on 11 Feb 2024
Thank you for the feedback and hope that you will give us another try now that renovations are completed.

10/10 Excellent

Marie

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Dec 2023
Response from General Manager on 29 Jan 2024
Thank you for the feedback! We appreciate it.

2/10 Terrible

Jessica

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
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!
Stayed 3 nights in Dec 2023
Response from General Manager on 29 Jan 2024
We apologize that the issues were not completed and will use this as additional training for the staff.

4/10 Poor

CHERYL

Travelled with family
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.
Stayed 2 nights in Dec 2023

6/10 Okay

wilfredo

Stayed 3 nights in Dec 2023
Response from General Manager on 29 Jan 2024
Thank you for the feedback.

10/10 Excellent

Bianca

Travelled with family and small children
Liked: Cleanliness, amenities
Response from Spark by Hilton on 11 Feb 2024
Thank you for the feedback! We apprecaite it and look forward to your next stay with us.

10/10 Excellent

Connie

Travelled with family
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.
Stayed 1 night in Dec 2023
Response from General Manger on 11 Feb 2024
thank you for the feedback, we appreciate it and hope that you will return to give us a chance again.

4/10 Poor

Rebecca

Business traveller, Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
No sign because changing to Hilton hard time finding it sawdust in room
Stayed 1 night in Dec 2023
Response from General Manger on 11 Feb 2024
We apologize for the dust during renovations and hope that you will give us a try now that it is completed.

4/10 Poor

Melissa

Travelled with family
Disliked: Staff & service, amenities, property conditions & facilities
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.
Stayed 1 night in Dec 2023

4/10 Poor

Michael

Travelled with family
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.
Stayed 2 nights in Dec 2023

4/10 Poor

John

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.
Stayed 1 night in Dec 2023

10/10 Excellent

Jennifer

Travelled with family
Liked: Cleanliness, amenities, property conditions & facilities
Employés tres sympathiques
Stayed 2 nights in Dec 2023
Response from Spark by Hilton on 11 Feb 2024
Thank you for the feedback, We appreciate it and hope to see you again

2/10 Terrible

Nowsherwan

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Horrible stay. They were overbooked and the room was disgusting because of sewer pipe leak.
Stayed 2 nights in Nov 2023

10/10 Excellent

Shanna

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2023
Response from General Manager on 29 Jan 2024
Thank you for the feedback We apprecaite it

10/10 Excellent

Rosalie

Stayed 2 nights in Oct 2023

8/10 Good

Duane

Travelled with partner
Stayed 2 nights in Dec 2023

2/10 Terrible

Michelle

Disliked: Staff & service, amenities, property conditions & facilities
Lobby and floors under construction which was not identified at the time of booking. No breakfast, contractors everywhere. Lobby area was a disaster. No staff at front desk. Outside lighting is next to none. Construction devrus in the parking lot. They should have closed during renovation
Stayed 2 nights in Dec 2023

2/10 Terrible

Mirabelle, providence

Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Renovations are happening and it’s making everything worse. The tub was not draining, tried to call the front desk but the phone was not working. No breakfast other than grab and go. Need a discount
Stayed 1 night in Dec 2023

2/10 Terrible

Paul

Travelled with family
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Property was being renovated and there was a strong paint odor, debris everywhere. Lobby looked like the place was closed. If you are going to remain open during renovations the property still needs to be clean of the debris where your guest has to walk. There was no breakfast and that is listed on the website due to renovations. Your guest should be informed of all the above before arrival. Unfortunately, we had to check out after one night of a 3 night stay.
Stayed 3 nights in Dec 2023

10/10 Excellent

Christa

Stayed 2 nights in Dec 2023

6/10 Okay

Verified traveller

Travelled with family
Disliked: Cleanliness
ugh
Just OK ! building under construction Reno
Stayed 2 nights in Nov 2023

6/10 Okay

David

Business traveller
Liked: Cleanliness, room comfort
A work in progress
Stayed 4 nights in Nov 2023

4/10 Poor

Rob

Travelled with partner
Was promised a pool and breakfast. Doing remodeling at site, neither was available. Thinking I should get some reimbursement.
Stayed 1 night in Dec 2023

6/10 Okay

Johnny

Travelled with group
Disliked: Cleanliness, property conditions & facilities
Stayed 3 nights in Dec 2023

2/10 Terrible

Michael

Stayed 1 night in Dec 2023

10/10 Excellent

Kevin

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Nov 2023

4/10 Poor

Andrea

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023

2/10 Terrible

Robert

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Property is under construction. Pool is closed. There is no included breakfast. Come back once its done.
Stayed 2 nights in Dec 2023

2/10 Terrible

Lenny Jennette

Business traveller, Travelled with group
Disliked: Cleanliness, staff & service, property conditions & facilities
The location of the property is perfect, close to the airport but there iwas no notification on the Orbitz website indicating that this property was under construction renovations. The entire first floor is unbearable due to dust. It includes breakfast but the kitchen is closed and do fíes the Pool. There was no apology. The staffs reply was that it was listed on Expedia but I reserved through Orbitz, not Expedia. I took pictures of the actual site conditions. It was embarrassing for me to checked my artists performants from out of the state in this hotel. What a disappointment! Never again!!!
Stayed 2 nights in Dec 2023