Extended Stay America - Rochester - Greece

Business response:

Dear Guest, Thank you for sharing your feedback. We are sorry to hear that your stay did not meet your expectations, and we understand how frustrating this must have been. Ensuring a comfortable, well-maintained environment is very important to us, and we have shared your comments with our team to guide improvements. We appreciate your perspective and hope you will consider returning in the future so we can provide a more pleasant and satisfying experience that reflects the standards we strive to uphold. Sincerely, Hotel Man... read more

Business response:

Dear Guest, We’re genuinely sorry to hear about the challenges you faced during your visit, particularly regarding cleanliness and the discomfort this caused your family, especially your daughter. This is not the experience we want any guest to have, and we are genuinely disappointed that we fell short during your stay. Please know that your concerns have been shared with our team. Your candid feedback is invaluable in our continuous efforts to improve. Thank you once again for bringing this to our attention. We do hope your... read more

Business response:

Dear Guest, Thank you for sharing your feedback. We sincerely apologize that your stay did not meet your expectations and that cleanliness fell short of the standards we strive to maintain. Your comments have been shared with our housekeeping and our team so that we can address the concerns and improve our processes. We appreciate you taking the time to provide this insight, as it helps us enhance our guest experience. We hope you might consider staying with us again in the future so we can provide a more comfortable, well-p... read more

Business response:

Dear Guest, We are very sorry to hear about your experience and understand your frustration regarding the charges you mentioned. Please know that our team follows strict policies regarding room damages and billing issues. We regret any miscommunication and your comments will be shared with the management team. Your concerns are taken seriously, and we are committed to fairness and transparency. We hope to have the opportunity to serve you under better circumstances. We look forward to welcoming you back. Sincerely, Hotel Man... read more

Business response:

Dear Guest, Thank you for taking the time to share your experience. We sincerely apologize for the service you received and for any frustration caused by interactions with our team. This is not the standard we aim to uphold, and your feedback is invaluable in helping us address these concerns and improve our guest experience. We hope you might consider staying with us again in the future, so we can provide a more attentive, welcoming, and comfortable visit that reflects the level of care and service we strive to offer every ... read more

Business response:

Dear Guest, Thank you for your review. We’re glad you found the property clean and appreciate you noting the availability of the kitchen set upon request. However, we are sorry the breakfast options were not to your liking. We will make a note of your feedback, as we always want to know how to improve our guest experience. We are pleased you chose our hotel for your visit to our area, and we hope you will stay with us again soon. Safe travels! Sincerely, Hotel Management