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Extended Stay America - Rochester - Henrietta
- Hotels
- Rochester, NY
About this business
Location details
700 Commons Way, Rochester, NY, 14623, United States
Get directions| Weekday | Schedule | Status |
|---|---|---|
| Mon | 12:00 a.m. to Midnight | |
| Tue | 12:00 a.m. to Midnight | |
| Wed | 12:00 a.m. to Midnight | |
| Thu | 12:00 a.m. to Midnight | |
| Fri | 12:00 a.m. to Midnight | |
| Sat | 12:00 a.m. to Midnight | |
| Sun | 12:00 a.m. to Midnight |
Terrible! Walking in - dirty, bad smell, unmanned desk for 17 minutes because they were cleaning a room for a new customer at 10:30pm. When they returned, was told didn't have a room for us, even though we booked through hotels.com - They searched and found us a room - elevator and hallways disgustingly dirty. Went to go into room and heard others in the room! Tried to get another room, after 15 minutes of waiting/looking, we left to try to find another hotel to stay at. To be honest it was super annoying to not have a room ... read more
Business response:
Dear Melissa, thank you for posting a review. We are very sorry for the inconvenience you had with us. Please allow us to review the situation. Feedback such as yours helps us identify areas where we can improve. Please rest assured we have discussed your comments with our team members so we can provide you with a much more satisfying experience in the future.Sincerely,Hotel Management
"$30 Motel for only $175" We stay in Rochester 4 times a year so decided to try Extended Stay America Suites. Weird vib the second we pulled up. Three shady methed out girls hanging around the lobby door, first bad vib, no one at front desk at 3:30pm, finally a cleaning lady checked me in, strike 2. Got into room, 5 empty stinky milk jugs under sink (see pics) and left over can of jambalaya (see pics)? Strike 3. Bathroom in rough shape vent falling off wall along with shower curtain and broken chair in living room, strike 4.... read more
Disgusting and overpriced Our stay was originally planned for 2 nights but we cancelled the second night and went home early because the conditions were so bad. First: we reserved a room with a king bed, but we were told that no king beds were available and the desk clerk said "when you reserve through a 3rd party there are no guarantees you get what you reserved." We were not offered any discount and we were told to speak to the manager in the morning. Next: The first room we were given was filthy, and we had to request a d... read more
Business response:
Dear Guest, thank you for providing candid feedback about your stay. We apologize for the mix-up with your room and the inconvenience this caused you. Our goal is to provide exceptional service to our guests; therefore, we are sorry this was not your experience. We will address this appropriately to be more consistent in our service delivery. We hope we have the opportunity to make it up to you on a future visit. Thank you again. Sincerely, Hotel Management
No one was at the front desk when I arrived, waited for 10 minutes, rang the bell twice. Then when "T" arrived, let's just say she was less than pleasant. The room...pubic hair in the tub, food left in the freezer, bath mat was still wet, carpet was wet too. And I mean the whole carpet, not just a spot, maybe it was cleaned but there were apparently some plumbing problems. "T" answered the phone and told a customer that while I was waiting for my keys. It is also extremely loud. Thank God I only have to stay here 1 night. Al... read more
Business response:
Dear kristine, thank you for being our guest. We apologize for these issues that impacted your stay. We never mean to disappoint our guests, and we appreciate you bringing these concerns to our attention. Our top priority is to take care of our guests, so please be assured that we will follow up regarding these matters and take appropriate action to ensure a more wonderful experience for every guest entering our doors. We are grateful for your thoughts on this matter and your patience. We hope you will return so we can have ... read more
The service was good but the cleanliness of the room wasn’t good.
Business response:
Dear Charmaine, thank you for your feedback. We apologize that our housekeeping staff overlooked some areas in your room. This does not meet our standards; therefore, we are very disappointed that this was your experience. We are committed to making sure this does not happen again, and we are grateful for your patience during your time with us. Thank you once more, and we hope to see you again. Sincerely, Hotel Management
I booked online with Expedia . When I arrived they didn’t have my reservation and told me they we sold out for evening. The girl at front desk did try to help me find a room but was unsuccessful. I stayed at a different hotel however I WAS CHARGED $113 EVEN THOUGH I DIDN’T STAY THERE. My bank was able to get a refund
Business response:
Matthew, thank you for taking the time to share your feedback. We are sorry we were unable to accommodate you, and for the inconvenience this caused. We hope you will give us a chance to serve you the next time you visit this area. Sincerely, Hotel Management
Lvs The property and rooms needs a facelift. I have stayed in same hotel before in different cities but none has been old and worn down as this. Also, no glasses to use.
Business response:
Lana, thank you for being our guest and for your loyalty to our brand. We are disappointed you were not satisfied with the condition of our property. We have noted your comment, and we will share it with the appropriate individuals for future modernization plans for our hotel. On your next visit, if you are in need of any kitchenware, please reach out to our front desk. These items are kept at reception as required by our brand standards. We will share your feedback appropriately to make sure our guests are aware of our offe... read more
Frequently asked questions about Extended Stay America - Rochester - Henrietta
How is Extended Stay America - Rochester - Henrietta rated?
Extended Stay America - Rochester - Henrietta has a 3 star rating with 2,127 reviews.
When is Extended Stay America - Rochester - Henrietta open?
Extended Stay America - Rochester - Henrietta is open now. It will close tomorrow at 12:00 a.m.