This profile has been claimed by the business owner or representative.
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 booked my room through Expedia I selected a king sized bed but the hotel did not have any available when I checked in so I was given a smaller size instead - not too happy about that.
Business response:
Thank you for sharing your feedback. We are truly sorry for the reservation issue you encountered and regret the inconvenience caused. Your comments will be shared with the appropriate team so that we can improve our procedures and provide a better experience for our guests. We hope you will stay with us again and will try our best to provide you with the room of your choice. 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
Easy access from the highway . Stairways need to be cleaned
Business response:
Thank you for choosing to stay at Extended Stay America during your visit. We are delighted to hear you had an enjoyable, comfortable stay, and our location close to the highway was perfect for your needs. We value your suggestions and look forward to welcoming you back! 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 3.1 star rating with 2,176 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.