I attended an event in Rochester and stayed at the hotel for the weekend. I had ordered a King room, and got a special rate due to the event.
Parking was a little difficult to find, due to lack of signage, but the garage was similar to most hotel garages - there are two hotel entrances, on different levels. Check-in was very easy, and they upgraded us to club level (11th floor) with a view over the river and the city. The room was very nice - Sleepnumber king-sized beds with plenty of pillows of different sizes. The fridge and microwave in the room were really nice touches.
The heating system in the room worked really nicely and allowed us to get exactly the temperature we desired without a lot of noise. Free WiFi in the room was quite acceptable in terms of speed. We had a decent quality flat-screen TV with a good selection of channels.
My only concern with the room was that the windows were badly in need of cleaning. It would have been nice to get some photos of Rochester through them, but it was impossible due to a grey/white deposit on the outside. I don't know when the last time was that the windows were cleaned, but I think it would really be a good idea if the management were to do it soonest, as it really spoils one of the charms of the rooms on that side of the hotel.
The only major hassle was the restaurant (Legends) for breakfast. The buffet was just ok - nothing to write home about, but my companion ordered a dish and it took forever to come and was dry and flavourless. I ate three courses from the buffet in the time it took to get one order of french toast. Apple juice that we ordered took a long time to come because it had to "thaw out first", according to the server. We found out later that their chef had walked out on them either the previous evening or that morning (we weren't sure which). Obviously something that was beyond their direct control, but I wish that they had warned us.
All staff that we had any dealings with outside the restaurant were amazingly helpful, friendly and polite. The restaurant staff were unfriendly and unhelpful.
The morning of check-out, we got the bill slid under the door, with a note saying that if everything wasn't a "10" to please see the desk before leaving, which I did. I didn't complain, just said that the breakfast experience wasn't a "10" for us. They were most apologetic, and asked if they could try to make it right. I said "of course" and they took a very hefty chunk off our bill - certainly a LOT more than the cost of the breakfast by a LONG way.
Every large hospitality concern like this is going to have its upsets. The fact that the staff are empowered to take ownership of shortcomings and to, in my opinion, more than compensate for them, shows a willingness to serve the customer's needs, which I applaud. For this reason, what would otherwise have been a 2-rating went to a 4. I would definitely recommend it to others.
- Official Description (provided by the hotel):
- Convenient downtown location central to all of Rochester's attractions and businesses. Newly renovated and rebranded, The Radisson Riverside Hotel Rochester offers Legends Bar and Grill onsite, fitness center, business center and free wifi ... more less
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- Also Known As:
- Clarion Hotel Rochester Riverside
- Clarion Rochester
- Rochester Clarion