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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 |
I was scammed You sold me a room that didnt exist i drove an hr out of my way just to learn the hotel was booked despite me having a booking confirmation through your service. Your customer support was not helpful. Will never use this service again. I had to sleep in my car.
Business response:
Dear Joseph, please accept our apologies for not meeting your expectation and for the issues you experienced with your reservation, which was also not handled to your satisfaction. Your comments have been discussed with the team, and we are reviewing our procedures to know what went wrong. Thank you for your feedback, and we hope you will give us another chance to make this up to you and demonstrate excellent hospitality from our team. Sincerely,Hotel Management
This property overbooked, so when I arrived I was sent to another ESA hotel in a nearby town. I picked this hotel solely on it's availability and location near my destination, so going further away was disappointing. If I had to stay further away, I would have chosen a different hotel. There were many other groups that were overbooked as well. I hope they all had transportation.
Business response:
Dear Kimberly, thank you for choosing us. We are sorry for the inconvenience caused to you due to not getting the room to the selected location and moving to a new one. Your feedback is shared with the appropriate individual to check on what went wrong. In the meantime, let us know if there is anything we can do to leave you with a better impression of our hotel. Please give us a second chance to provide you with the excellent service you should have received on this visit. Sincerely,Hotel Management
I did not like the fact that when I arrived at the hotel after midnight there was a sign saying they had no vacancies. I had no vehicle and no room after midnight in a town I'm not familiar with
Business response:
Dear Daniel, we are sorry for your experience at our hotel. Our goal is to provide every guest with an exceptional stay; we regret this was not your experience. Please give us another chance to provide you with the hospitality you deserve. Sincerely,Hotel Management
I purchased items so that I can have in my room to eat due to sometimes my legs hurt to walk long distances. Upon my check in my fridge unit was off and none working. I turn it on and put my items in it, the next morning my items were sweating and hot and spoiled. I went to the front desk to make it known and was told to wait until a room became available in a hr. I left and came back and a room was still not available I gave my number to be notified and still no call. I reached out through email to true manager with my conc... read more
Business response:
Dear Malachai, thank you for staying with us. We are very sorry for the inconvenience you had during your stay. We understand that no explanation of these issues can change your recent experience. Your feedback is important to us, and we will use it to improve our services in the future. We are taking appropriate steps to ensure future guests do not encounter the same issues. We would like an opportunity to show you the hospitality for which we are known, and we hope you will return the next time your travels bring you this ... read more
Terrible. StFf has no idea what customer service is. Floors were sticky. Checkin was very bad.
Business response:
Dear Todd, thank you for choosing our hotel. It is disappointing to learn of the issues you experienced with our front desk during check-in. Providing outstanding customer service to every one of our guests is always our top priority and is something we pride ourselves on. Therefore, we are genuinely sorry to learn that this was not your experience, and we understand your frustration regarding the various issues you described. We have shared your comments with our team so we can take the appropriate action moving forward. Th... read more
Booked online. When I arrived no one at the front desk except for other travelers. Someone confirmed the front desk clerk had two jobs and left the property to go to the other job. Other hotels booked and had no place to stay. Took orbitz an “ investigation” before my card was refunded. No JOKE
Business response:
Dear Kimberly, thank you for your feedback. We appreciate our guest's valuable feedback as we continually strive to grow and improve our guest services. We hope to have the pleasure of welcoming you back in the future.Sincerely,Hotel Management
Had to leave an hour after check in due to a fire, need my refund back and
Business response:
Dear Lidya, thank you for choosing us. Please accept our most apologies for the inconvenience caused due to the fire issue that happened during your stay. Please feel free to reach out to the hotel desk for further assistance. We hope this unfortunate situation will not prevent you from staying with us again.Sincerely,Hotel Management
DO NOT STAY HERE. It is a death trap looking for a place to happen. The smoke/fire alarm was removed in our unit. The cord for the bed light was cut. The curtains were falling off the he wall. The chair was missing the the room as per pictures on web site photos. The alarm clock was broken. Got a contact high from the smell of weed at the front desk, and so much more. No ice in the building( you need to make your own in the fridge of the unit. As told by the front desk. No cups in room to get a drink of water. No amenities t... read more
Business response:
Dear Todd, 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 an o... 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 3.1 star rating with 2,169 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.