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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 |
Business response:
Thank you for rating your stay with us. Our goal is to provide an enjoyable experience for all our guests, and we apologize for letting you down. We hope you will consider giving us another opportunity to provide you with the outstanding service you should have had this time. Sincerely, Hotel Management
I was not pleased with my stay. The elevator was dirty and reeked of urine. My bed had someone else's hair in it as well as ashes. It was a smoking section but that does not mean it does not need to be clean. The evening staff did not resolve the elevator problem when I mentioned it to her and i changed my own sheets before going to bed. The morning staff heard me out and I appreciated that at least.
Business response:
We sincerely apologize for the service and cleanliness issues you encountered during your visit. We have room inspection processes in place, and we are working with our Head of Housekeeping to see where we dropped the ball. It's our goal to provide an excellent customer experience and we hope you will give us another opportunity to prove this to you on your next visit. Sincerely, Hotel Management
The room was not equipped with dishes utensils.
Business response:
Thanks for evaluating your stay. To ensure cleanliness of kitchenware upon check-in, brand standards require us to make these items available at the front desk rather than leaving them in the suites. Your feedback is appreciated, and we will remind our front desk to communicate this more clearly going forward. It was our pleasure accommodating you, and we look forward to seeing you again! Sincerely, Hotel Management
Everything in room is broken Expedia advertised this room as having a "Full Kitchen". (Only reason I stayed here) It has a microwave and BROKEN hot plate. No oven, no stove, no dishwasher, 1/4 of a dish set. Hair conditioner unavailable. Heater / A/C NON FUNCTIONING. This place is a disaster. I payed about $100 for this room and it's worth $30. This is the first negative review I've ever written about a hotel. I will never stay in an Extended Stay again, and plan on contesting the charge with my CC company.
Business response:
Please accept my sincere apologies for the issues you encountered and regret the inconvenience it caused. We regret not meeting all of your expectations, and please be ensured that corrective actions are being taken. Your concerns will be shared with our housekeeping and maintenance team so that they will be more diligent in their effort. Thanks for your candid feedback, and we hope that you'll give us another chance and consider staying with us again in the future. Sincerely, Hotel Management
Noises smelly dirty It was loud children in the hall bed was hard ceiling in bathroom falling dirty and peeling. The fridge snelked
Business response:
Thank you for your review. It was disheartening to read that we did not live up to our usual standards, and we're truly sorry your stay was less than satisfactory. We are taking appropriate steps to ensure future guests do not encounter the same issues. We hope you will accept our apologies and consider giving us another chance to show you the outstanding service that we typically provide. Sincerely, Hotel Management
Business response:
Thank you for taking the time to rate your stay. We are sorry we did not live up to your expectations and for letting you down. We hope you will give us another chance to provide you with the excellent service you should always expect from us. Sincerely, Hotel Management
Very dirty and unkempt Very dirty. I would not recommend this stay to anyone.
Business response:
Thank you for feedback. We are very disappointed to see that your comments and regret the inconvenience it caused. Our promise to our guest includes a commitment to providing a fresh environment and I am very sorry that did not happen when you were here. I am very concerned about your experience and have immediately brought this to the attention of our housekeeping for review and action. We truly hope you will consider a future stay as we would welcome the opportunity to regain your trust. Sincerely, Hotel Management
Ugh! Just ugh! This hotel is awful! The staff was nice enough but they can't make up for the lack of convenience and cleanliness. This is an all suite hotel with kitchenettes. HOWEVER, none of the items needed to cook are in the room. You have to ask for them at the front desk. When I inquired at the front desk I was given a huge plastic bin (that would not close at the top) containing a pot, pan, ONE flipper, coffee mug, cups, utensils and cutting board... And did I mention that you also have to ask for a toaster and a coff... read more
Business response:
Maria, thank you for your feedback. I was very disappointed to see that your feedback referenced the description of our hotel as "filthy". Our promise to our guest includes a commitment to providing a clean, fresh environment and I am very sorry that did not happen when you were here. I am very concerned about your experience and have immediately brought this to the attention of our housekeeping for review and action. We invite you to come back and validate the changes we will be implementing and to experience the stay you e... read more
Much better options elsewhere Hair all over the place. Free breakfast was a joke - they open a cabinet that has granola bars in it and put a coffee maker on top. People partying outside my window in the parking lot (I was on the first floor). Free wifi was unbearably slow. For the price, there are much better options.
Business response:
We want every guest to have a comfortable stay and I am truly sorry we fell short in making that happen for you. I am sorry for the inconvenience caused while you were here. Your comments will be shared with the appropriate team members, so we can take action to prevent these issues from happening again. Your feedback is important to us as it will help us to improve our facilities and amenities going forward. We would like to regain your trust and hope to serve you again in the future. Sincerely, General Manager
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.