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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 |
When I went to check in, was told the motel was closed for the past 3 days (sprinkler leak). Asked why no one told us this prior to showing up at the motel. Was told their power was out until that day. They did finally allow us to check in as the onsprctor said that the repairs were OK, but was very disappointed that we did not hear anything until after a 8 hour drive
Business response:
Thank you for the review of your stay. We are sorry you were not communicated about the repairs going on in our hotel and regret the inconvenience it caused. On a positive note, we are happy we could accommodate you for an overall comfortable stay. We understand your frustration and regret the inconvenience caused. Once again, thank you, and we hope this incident would not prevent you from staying with us back in the future. Sincerely, Hotel Management
Business response:
We deeply regret that we failed to deliver the exceptional stay you deserved. We want to extend our sincerest apology and let you know that we will use your feedback to be more diligent going forward. We hope you will give us another chance so we can make it up to you.
Blood on beds , hair all over, very dirty,had to stay somewhere else for the safety of my family also smelled heavily of smoke in a non smoking room
Business response:
Brendan, thanks for taking the time to review our hotel. We apologize that your non-smoking room had a smoke odor and for the cleanliness issue you encountered. We have asked our housekeeping staff to make sure this room receives a deep clean to remove the smell and also to thoroughly inspect the suite before accommodating to our guests. We are very sorry and hope you will consider staying with us again so that we can make it up to you. Sincerely, Hotel Management
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
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.