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 |
There were many things wrong. First the parking lot was awful. Snow and ice all around. The sidewalk as well. My wife has a hard time walking so she had to be careful. The room didn't have anything in it when it came to stuff for the kitchen area. Had to call housekeeping for a list of what we needed. No towel to dry our hands with. The TV remote didn't work well. A minor issue. Trash was left by the elevator for a while.
Business response:
Dear Guest, Thank you for taking the time to share your experience. We sincerely regret the inconveniences you encountered during your stay. Guest safety and comfort remain a priority, especially during winter conditions. For convenience, cookware and dishware are available at the front desk upon request, and we apologize if this was not clearly communicated. We also regret the housekeeping and maintenance concerns you mentioned. Your feedback is appreciated and will be shared with our team to help enhance the overall guest ... read more
The desk staff was friendly. The room, however, was lacking. We paid extra for our dog so they put us in a kennel. It was not like the photo, which was of a well-equipped room taken probably 15 years ago. It was a worn-out room with a double bed, not the queen-size we booked and numerous maintenance failings. The heat didn't work well (settings were screwy); there was no fan in the bathroom (with mold indicated as a result), the counters were coming apart, the light fixture cover was off and sitting on a shelf, the closet cu... read more
Business response:
Dear Guest, Thank you for taking the time to share your detailed feedback. We are pleased to know that our front desk team made a positive impression and assisted in resolving the television remote issue during your stay. However, we sincerely regret that the overall condition and functionality of your accommodation did not meet expectations. Please accept our apologies, as this is not the standard we strive to provide. Your comments have been shared with our team for review and improvement. We value your input and hope you ... read more
Had to have room switched a few times due to loud guests and roaches.
Business response:
Dear Guest, Thank you for taking the time to share your feedback. We sincerely apologize for the disruptions you experienced during your stay and for the challenges that led to multiple room changes. This falls far short of the comfort and cleanliness we strive to provide, and we understand how frustrating this must have been. Please know your comments have been shared with our team and housekeeping teams to address these concerns and improve the guest experience. We hope you might consider giving us another opportunity to p... read more
I found out from a news site someone was murdered in the hotel. No on said why the cops were there.
Business response:
Dear Guest, Thank you for sharing your concerns. We sincerely apologize for any unease caused by the situation you encountered during your stay. While certain events are beyond our control and details are handled by local authorities, we understand how unsettling this must have been. Guest safety and comfort are top priorities, and we continually review our security measures to maintain a safe and welcoming environment. Your feedback is invaluable in helping us identify areas for improvement. We hope you might consider stayi... read more
Person who checked us in was very nice but the person who checked me out was a little tense with her tone of voice. The lobby smells like pot and the room was not as clean as it should have been. The building is “worn” in general and the room had a horrible chemical smell. Lots of dust in corners. Rust spots on bathroom ceiling and in kitchenette area. Little loud at night. Hallways smell like pot. It doesn’t feel like you are staying in a nice hotel. It feels dumpy and a little creepy. Breakfast-no creamer for coffee and br... read more
Business response:
Dear Guest, We sincerely appreciate your feedback and regret to hear that your recent stay did not meet your expectations. We apologize for the issues you experienced during your checkout. We take your comments seriously and will address the cleanliness and maintenance of our facilities to enhance our guests' comfort. Please know that your experience is important to us, and we are committed to making necessary improvements. Thank you for bringing these matters to our attention. On a positive note, we are glad our check-in st... read more
Wasnt clean, mold on ceiling, mold in bathroom, bed wasnt made
Business response:
Dear Guest, Thank you for taking the time to share your experience. We are deeply sorry that your accommodations did not meet acceptable standards and for the discomfort this caused during your stay. Your concerns regarding cleanliness and maintenance are taken very seriously and have been shared with our team to ensure corrective action and ongoing improvements. While occasional oversights can occur, this does not reflect the quality we strive to provide. We sincerely apologize for the inconvenience and hope you might consi... read more
Very run down hotel. Entire building and the rooms were old and tired and stained and scuffed.
Business response:
Dear Guest, Thank you for taking the time to share your impressions. While we regret that your visit did not meet expectations, we appreciate your candid input, as it helps guide future enhancements. Please accept our sincere apologies for the aspects of your stay that caused disappointment. We are actively reviewing conditions across the property and working toward meaningful upgrades to improve overall comfort and presentation. Your feedback has been shared with our team, and we hope you will consider returning in the futu... read more
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.