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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 |
checked someone else into our room after us Checked in at 6pm and left for an event. Returned back at 11:30pm and tried to use our key only to find someone else was in our room. Front desk apologized but the only rooms left at that point were singles on 2 separate floors. Husband and I had to split up with our children. The floors were sticky, there were shampoo bottles with no shampoo, and the bed was ridiculously squeaky. There was no doorknob marker to say either clean or privacy. We have stayed in hundreds of hotels, and... read more
Business response:
Kirk, thank you for your review. We are sorry you were inconvenienced by poor service from our front desk associates. Your comments are being shared with the appropriate staff members to ensure this does not happen again. We are also sorry for the cleanliness issue you experienced. Be assured this has been shared with the housekeeping department to provide a better experience going forward. We hope you will consider giving us the opportunity to make it up to you and your family in the future. Sincerely, Hotel Management
Bad communication We didn’t get to stay there. As the communication between hotels.com and the hotel was horrible. There was only one room available for 2 families with 5 children and 4 adults.
Business response:
Melanie, thank you for the feedback. We are sorry for the reservation issue you encountered with the third party website and regret you were unable to stay with us this time. We understand your frustration and truly appreciate your patience. We hope you to have an opportunity of hosting you in the future. Sincerely, Hotel Management
Arrived late at night and staff was as helpful as they could be. One room had been released so the only option we had for the second room was a king smoking for 3 people. Rearranged so those with asthma slept in the other room and got a roll away bed.
Business response:
Please accept sincerest apologies for the odor and service issues you encountered while here. We have shared your concerns with the housekeeping and front desk teams, and we have taken actions to ensure that we do not repeat these issues in the future. We are reviewing the situation to improve our procedures and to ensure this does not happen again. We understand the frustration and truly hope you will consider giving us another opportunity to serve you. Sincerely, Hotel Management
We arrived by 1am due to a longer than expected dtive. Were tiered and had to wait 15 min for another group to checkin. When our turn came we were informed that there were no more double bed rooms available and we were given a single room bed. Needless to say that the only reason we booked a room here because they had double beds.... We were disappointed.
Business response:
Thank you for being our guest and providing your feedback. We are sorry our hotel was overbooked and were unable to accommodate you with the suite of your choice. We apologize for the inconvenience. Your feedback is appreciated, and we hope to have another opportunity to provide you with the suite you desire. Sincerely, Hotel Management
Sticky floor Floors were sticky and dirty. (I got floor wet so I wiped it - paper towels were quite dark 😦.) Corners we’re not clean. Smoke smell was faint but present. Corridors were not clean as were entry ways in/out of building. Staff were friendly and helpful. Not full breakfasts. Take with you type.
Business response:
Leslie, thank you for being our guest. Although you were pleased with the service provided by our associates, we apologize for the cleanliness issues you encountered while you were here and for not meeting your expectations with our grab-and-go breakfast. Please be assured that we have shared your concerns with our housekeeping team to see where we went wrong so necessary improvements to our processes can be made to correct our performance. We will also share your feedback with our Brand Leaders so they can use it while plan... read more
The property is not clean and some bad smells are came from the kitchen sink.
Business response:
Thank you for being a guest at our hotel and sharing the areas of development. A well-maintained property sets up the tone for an excellent stay, but we apologize as this wasn’t your experience. Your feedback is essential, so it’s been discussed with our housekeeping team. Please be assured that remedial steps are underway to ensure these problems don’t happen again. Counting on your kind generosity to accept our apology, we hope you will consider returning to our hotel on your next visit to this area Sincerely, Hotel Manage... read more
I am a loyal customer to expedia and i booked through expedia and when i arrived to hotel it was already past midnight and i had a flight to catch the following morning and i was told there were no clean rooms and had to wait for hours and ended up not sleeping
Business response:
Thank you for reviewing your stay. We are sorry for the issue you encountered upon arrival and regret your good night’s rest was disturbed. We have shared your feedback with the appropriate team so that we can improve our service going ahead. We hope you will give us another chance, so we can make it up to you. Sincerely, Hotel Management
this place has goon way down hill since I was here They have a fridge, stove,microwave and lots of cubbards. no glass ware..no dishware, no ice. there isn't an ice machine in the building. couldn't find the remote and under the bed was a variety of stuff left behind by previous stays. Do not atay in room 303-------
Business response:
Thank you for staying at our hotel. We are sorry for the issues you encountered and regret our dishware policy was not explained to you upon arrival. Please know, to ensure the cleanliness of kitchenware upon check-in, brand standards require us to make these items available at the front desk, and our team gladly delivers them to your suite. Also, we have a full-size refrigerator which includes ice trays for your convenience. Therefore we do not have ice machines on our property, and we apologize for your disappointment. We ... 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 2,076 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.