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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 |
It had a bed. It was not clean. The rooms were very dirty. The floors were not f by vacuumed. The counters were sticky from not being cleaned. The bathroom was very dirty.
Business response:
Thank you for taking the time to post your thoughts about your recent visit. We apologize that steps were missed in the preparation of your room, and we want to assure you this has been addressed. We only wish we had the opportunity to resolve this issue while you were here and would have moved you to another room upon request. We hope you will consider giving us a second chance the next time you are in the area. Sincerely, Hotel Management
Hard NO This hotel is a disgusting. Stayed three nights, and not as much as a vaccummed corridor. Notwithstanding expecting cleanliness to meet Covid expectations, this hotel doesn't meet public park standards. NOTHING is clean. Corridors are smoke filled. Just awful.
Business response:
Stephen, we are very compassionate to the frustrations you experienced due to the current circumstances. Our guests' safety is always a high priority, and our staff has been working diligently to ensure all guidelines are being followed. Therefore, we are disappointed if something was overlooked. We take your concerns seriously and will promptly address them with the appropriate individuals. Thank you for your patience during this time, and we hope you will consider revisiting us on your next visit to the area. Sincerely, Ho... read more
Beyond Horrendous The absolute worst hotel experience I have ever had. We should have turned around and walked right out! Very sketchy. People screaming all night long- a domestic violence situation where the police had to be called at 3am, tremendous stench of the weed and the grossest clientele. Makes the fact that wifi never worked seem inconsequential.
Business response:
It was disappointing to read your comments concerning your stay at our hotel. Please accept our apologies, as we never mean to disappoint our guests in any way. We can assure you that what you experienced is not acceptable by our standards, and we will be taking the proper action to ensure a more wonderful experience for every guest entering our doors. Thank you again for your candid feedback as this helps us to improve the experience for future guests. We truly appreciate your feedback. Sincerely, Hotel Management
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
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.