The Strathallan Rochester Hotel & Spa - a DoubleTree by Hilton

kaleaha21

This property provides excellent customer service in a clean and inviting atmosphere. When we arrived there was a challenge with my payment instead of acting like it was a big deal the desk staff was pleasant, patient and accommodating. Once resolved the lady at the desk checked us in quickly and efficiently. She provided water, cookies, spa information, local restaurants plus details about breakfast at the hotel. The restaurant Char has wonderful food, if a bit pricey. The host and wait staff are friendly. They make you feel welcome and special. We stayed for five days and Megan worked three of those, she remembered the table we wanted plus how we liked our coffee. The evening front desk staff always had water and fresh baked cookies when we returned after a day of exploring. What a lovely way to end a day. The property itself is decorated with a modern feel and beautifully maintained gardens. The hotel hosted multiple events (a wedding, a company meeting and an anniversary party) with no disruption to other guests. The rooms were clean and well stocked. The only challenge was that while clean the chemicals used for the elevators was strong and unpleasant. We would definitely recommend this property and will stay again when we are in the area.

Xavi Otero

Lack of maintenance elevator forces hotel staff to constantly use both guest elevators to move stuff up and down, creating long waits for guests to get to their rooms, or the rooftop venue. Toilet paper is cheapest available. Breakfast is not included. Room is dated and balcony has cracks on the floor. Now the good: Staff is friendly and professional. Room was clean. Good place to stay if the only thing you need is a comfortable bed.

Tierra Reid

This place was by far the worst hotel experience I’ve had. My 900$ 2 night stay in a “king suite” consisted of a small outdated room with only one itchy love seat in the “living room”. My wife and I had to cram up on this little love seat if we wanted to be out of the bedroom, and there was no were left for the baby to sit.The tv’s we’re not smart tv’s, no apps just basic cable. The balcony was right above the entrance so we heard every conversation and every car door close when ever we tried to escape the room for a little air on the balcony. The ice machine on the my floor (3rd)was broke the entire weekend, had to go to the sixth floor for ice. The vending machines were out dated, only accepted cash. We got charged for breakfast that was supposed to be included. Breakfast for two consisted of powdered eggs, a meat and potatoes for a total of 50$. The night before checkout I asked for a late checkout because we had a baby and a lot of stuff with us and they said noon would be the latest or we would get charged a half day fee. We called down at 11:30 the next morning for a cart so we could be out on time and was told they don’t have bell hops to do any of that. I’d have to come get one myself but not at the moment, because they didn’t have any. So I said I was told to be out by noon or I will be charged, he said” I could push that to 12:30 for you” … I laughed, he laughed and said sorry and I hung up. I tried to get a refund for the breakfast could only get a gift card. For a place I will not be returning too… absolutely terrible.

James Raymond

So I want to start off with I am a Diamond Member and travel extensively. I was excited to visit my hometown and this hotel which is considered one of the best in the city. After no heat in the room very leaky windows and no water pressure I decided to call and report the issue as a matter of fact the morning we were departing. My total time in the hotel was less then 12 hours most of it spent at dinner and local venues. Besides no heat or water the room had holes in the wall. When I called front desk I spoke with Stefon front desk manager who corrected me after I misspoke his name. He obviously had no customer service training. He informed me how he was a diamond club member and his extensive travels while scolding me for not reporting the obvious issues sooner. I quickly realized that the hotel must receive multiple complaints based on his attitude and demeanor. He was immediately defensive and I believe he thought I was looking for a “freebie”. At 224 dollars a night the Hotel is grossly overpriced. They have what seems to be a high end restaurant in the lobby but it is quickly diminished by the super dark lightening it the hallways. Also the parking lot should have been plowed properly. Won’t be staying here again.