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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 |
Unqualified check in staff, didn’t even know how to read a driver’s license address. Warned out room Sticky floors Leaking shower Loud ac
Business response:
Thank you for being our guest. We are disheartened to read about the problems you experienced, and we hope you will accept our sincerest apology for what transpired. Our team is taking steps to ensure future guests do not encounter the same issues. We truly hope you will give us another chance to prove that we are committed to providing outstanding accommodations and service. We look forward to having you visit again so we can provide you with a better experience. Sincerely, Hotel Management
I checked in and paid around noon for a double room. When I went back to pick up the keys my room was given away. The attendant that was there nice and found a single room. Unfortunately the room was not clean. The bed sheets were dirty, the pillow case was stained and had hair on it. The shower leaked all night. The cable outlet was broken. The toilet was stopped up. This room was for my out of town family who came for my daughter's Masters graduation. This really put a damper on our visit. I would never recommend this hote... read more
Business response:
We sincerely apologize you were here for your daughter's Masters graduation, and we ruined your stay. This is not the level of service we generally provide, and it certainly does not meet our standards. Your comments will be shared with the appropriate team members so we can take action to prevent these issues from happening again. Please revisit us so we can restore your faith in our hotel and provide you with the hospitality you should always expect from us. Sincerely, Hotel Management
Breakfast and cleaning sub par Breakfast options were limited to a few granola bars. Cleaning, according to the staff, happens once a week. This is far below standard for hotels.
Business response:
Thank you for the review. We are sorry for not meeting your expectations with our breakfast offerings and regret our the disappointment you had with our housekeeping policy. To respect the privacy of our guests staying for long periods of time, our housekeeping service is conducted on a weekly basis, although we are always happy to provide you this service at your request for a minimal fee. Your feedback in regard to the grab-and-go breakfast offerings has been shared with our brand leaders to determine new choices. We hope ... read more
Did not like room at all. It was dirty and had the smell of stale smoke in it. The continental breakfast was a joke. All they had was a basket of cereal bars and store bought muffins still in plastic wrappers. All they had was coffee and no juice or cereal. Would not recommend at all
Business response:
Thanks for taking the time to review our hotel. We apologize for the smoke odor you encountered in your room. We have asked our housekeeping staff to make sure this suite receives a deep clean to remove the smell and also to thoroughly inspect the suite before accommodating to our guests. Your feedback in regard to the grab-and-go breakfast offerings has been shared with our brand leaders to determine new choices. We hope you consider staying with us again; we would welcome the opportunity to restore your confidence in our h... read more
Worst hotel I have had ever stayed. The environment was so bad. Nothing professional.
Business response:
Thank you for your feedback and for being our guest. Normally our staff does a terrific job of responding to our guests’ needs, and in your case, that did not happen. Rest assured that we take these reviews seriously and then fine-tune procedures to help ensure we do not repeat mistakes. We truly hope you will give us another chance to prove that we are committed to providing outstanding guest service. Sincerely, Hotel Management
We didn’t even make it in the door to check in ... It looked run down , people right in front of door smoking cigarettes and weed, felt like I was on a block in the city in the hood!! I went and stayed in the double tree !!!
Business response:
Dear Valued Guest, Thank you for your recent review of our hotel and for sharing your feedback. Please know our top priority is the safety and security of our guests and our employees. We are sorry you did not feel safe and for the smokers outside the front entrance. Our Security team is reliable and well trained, and we also work very closely with the local Police Department to keep all of our guests safe and secure during their stay. We appreciate your business and hope you will see this as the isolated incident it was and... read more
Business response:
Omar, 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. 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.