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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 |
Truly sucked 100% There were 3 major problems: 1- I specifically paid more for a studio with a kitchenette. Yet my room didn't have a microwave oven in it, 2- Despite getting a kitchenette, the receptionist didn't tell me I needed a kit with all the cookware, plates and utensils so I had to go and get them from the lobby. 3- Then the biggest problem was the heat didn't work in the room in January in the northeast. So I had to leave and find another hotel with a heated room. Yet somehow they still charged my card and it seems... read more
Business response:
Mark, thank you for being our guest. It was disheartening to read about your stay. We apologize for not explaining our kitchenware policy on arrival and the maintenance issue you had in your suite that led you to leave earlier than expected. We will share your comments with the heads of our front office and maintenance teams to take appropriate actions. Kindly note, financial inquiries on reservations made through a third-party booking site, must be made through them, and we suggest you contact them directly. We appreciate y... read more
Business response:
Keith, we were disappointed to see that we did not live up to our typical standards, and we are truly sorry your stay was not to your expectation. We hope you will consider giving us another chance to prove we are up to the task of delivering excellent service and accommodations. Sincerely, Hotel Management
Felt like I was in a pay by the hour hotel When I entered the hotel the front lobby has no lobby/waiting area so you are right on top of people. The type of clientele leaves much to the imagination. The clerk behind the desk was pleasant enough. The entire hotel smelled of weed. The room had a kitchen and the fridge had mold on the outside and a long black hair hanging from the door. Not to mention the stove that had flat tops for burners that were rusted out. On a positive note I didn’t see bugs and the bed was comfortable ... read more
Business response:
Jean, thank you for your review. We are very disappointed that we failed to deliver the exceptional stay you deserved and apologize for not living up to our commitment to clean, fresh accommodations during your visit. Your feedback will be shared with our housekeeping team for review and action. We hope you will give us another chance to prove ourselves in the future. Sincerely, Hotel Management
Went into room the garbage hadn’t been taken out and the floor was wet around toilet
Business response:
Adams, thank you for being our guest. We apologize for the housekeeping service issue you encountered in your room and regret the inconvenience caused. Your feedback has been discussed with the appropriate team members to ensure this never happens again. Please revisit us so we can make it up to you. Sincerely, Hotel Management
Don’t Stay Here I would never recommend this hotel to anyone and have no intention of ever staying here again. Our bathroom was dirty, shower had mildew when we checked in, the towels and bedding had hair/pubic hair in them. Customer service was non existent. Complained each time we had to exchange towels and were told: “well it’s not our hair”...my daughter and I both have short ORANGE hair...hair in towels always long and black. There was a full kitchen with no pots or pans, dishes or cups. Never told they have available i... read more
Business response:
Thank you for reviewing our hotel. We apologize for the service issues you encountered while you were here and the disappointment it caused. Your feedback has been shared with the appropriate team members to ensure we are diligent in our efforts going forward. We also regret the noise and the smoke smell you experienced. On rare occasions, we have guests who do not adhere to the property rules concerning noise, and that can be challenging for all concerned. Meanwhile, we have alerted our maintenance staff and internet servic... read more
Business response:
Scott, thank you for choosing our hotel for your stay. We are sorry we did not live up to your expectations, so please accept our apologies for the issues that impacted your rating. We hope you will give us an opportunity to restore your confidence in us on a future visit. Sincerely, Hotel Management
Business response:
Tahir, thank you for choosing our hotel for your stay. We are sorry we did not live up to your expectations, so please accept our apologies for the issues that impacted your rating. We hope you will give us an opportunity to restore your confidence in us on a future visit. Sincerely, Hotel Management
Book smoking room and it was confirmed then I get to front desk and the say the have kno more smoking rooms, I think they shouldn’t let people book reservations if they not going to reserve rooms had to go outside and that’s not wat I paid for it’s 10$ extra for smoking room
Business response:
Terrick, thank you for being our guest. We are sorry we were unable to accommodate you in the room you booked and regret the inconvenience caused. We are reviewing this situation to see what went wrong so we can avoid this in the future. Please revisit us so we can make it up to you. Sincerely, Hotel Management
Ac did not work and hidden charges on pets. Could not sleep.
Business response:
Thank you for your comments. We are sorry the HVAC unit in your room was not working. We will share your comments with the maintenance team to review and fix it immediately. We would have loved the opportunity to resolve this problem while you were here and would have moved you to another room upon request. We hope you will return as we would love to provide you with a better experience and a good night's rest! 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 2,169 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.