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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 |
Staff didn't check me in all the way so the room they put me in was showing that it was open. They then sold my room with me and my daughter in it to another couple who came in my room in the middle of the night. Its COVID, and i should sue you just for safety purposes. When i complained to the manager , he gave me the runaround and was supposed to give me a certificate of be our guest and told me to pick it up at checkout. He was nowhere to be found and i was told it would be mailed, i still haven't gotten it. Property was ... read more
Business response:
Thank you for sharing your concerns in the detailed feedback. We regret what had transpired. We take comments like yours seriously and assure you to discuss this with our team. We will also discuss your comments about the cleanliness issue and key cards with the teams involved. We hope to deliver a better experience on your next visit. Sincerely, Hotel Management
THEY GAVE AWAY MY ROOM - TURNED ME AWAY BUT THE STAY WAS PAID FOR 3 DAYS IN ADVANCE. THEN NOT ONLY DID I NOT GET A REFUND YET - BUT THERE IS NOW AN INCIDENTIAL CHARGE ON MY CC STATEMENT FROM 5 DAYS LATER?!? SOMEONE IS STEALING AND I STILL DONOT HAVE MY MONEY BACK.
Business response:
We regret not being able to accommodate you in the room you booked. It is even more concerning if any billing errors were made. We will review the charges on your invoice to check for any incorrect transactions. Your patience is appreciated while we investigate. Thank you for your feedback. Sincerely, Hotel Management
This place was filthy! Supposedly non smoking but whwn i waljwd in all i smelled was smoke and perfume. I travel with bleach wipes and cleaned surfaces because they were dirty with coffee cup stains and toothpaste. I opened the windows and went out and bought my own comforter.
Business response:
Thank you for being our guest. We apologize for the cleanliness issues you encountered and regret the inconvenience it caused. Your feedback has been discussed with our housekeeping team to make sure we are consistent with our service delivery. We have also asked them to ensure proper procedures are being followed to remove the smell. We hope you will consider a return visit so we can make it up to you. Sincerely, Hotel Management
Poor service I stayed at this hotel for over a week. When I asked to get my room clean, I was told by the front desk clerk and housekeeper that it would get taken care of the following day. After working 12 hrs as a nurse, I got back to my room, my room was untouched. I called the front desk and was told that I have to wait 14 days to get my room cleaned d/t the pandemic. I told her that my name was written down by her coworker the day before to let them know of my request. She told me that I was misinformed and that I can p... read more
Business response:
Shellena, we are extremely sorry to read all the instances you have described. Moreover, we offer our apologies for not being receptive to the situation. This is certainly not acceptable, and we will be looking forward to investigating what went wrong in your instance. Your patience is much appreciated as we review this. Thank you for your feedback. Sincerely, Hotel Management
I asked for a Studio room non-smoking,what I seen online is different in person wasn’t expected to have any problems here half done housekeeping work I had to clean my own room.to make my self a comfortable with my stay,
Business response:
Jeneva, thank you for taking the time to review your visit to our hotel. We are truly sorry your suite was not in the spotless condition it should have been when you arrived. We take the cleanliness of our rooms very seriously, so what you experienced is not typical for us. We will be taking steps to ensure oversights such as this do not happen again. We hope you will consider giving us a second chance the next time you are in our area. Sincerely, Hotel Management
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 2,078 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.