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 |
Staff really didn't know how to do their job & also didnt pay attention to their system & just tried to open my room door & say I wasnt supposed to be there even though I paid for 2 nights
Business response:
Dear Guest, Please accept our apologies for not providing the impeccable accommodations you should have received and for any inconvenience this caused. We aim to exceed our guests' expectations; therefore, we are so sorry for any oversights on our part. Our priority is to provide each guest with an experience that is as perfect as possible, and we sincerely hope that we will have another chance to show this to you. Sincerely, Hotel Management
Awful. Three different rooms because the place is in shambles. First room freezing cold the window was broken when we got in, second room tub wouldn’t drain tried to plunge and brought up gross debris and wouldn’t drain. No maintenance personnel and no help with issues. Third room were only double beds and in terrible shape. A strong smell of pot coming from the hallway. Terrible experience and will never go back.
Business response:
Dear Guest, Thank you for sharing your experience, and we are genuinely sorry for the multiple challenges you encountered during your stay. We understand how frustrating it must have been to face issues with room conditions, maintenance, and overall comfort, and we sincerely apologize for the disruption and discomfort this caused. While certain situations can be challenging to anticipate, your feedback is invaluable in helping us improve our maintenance response, room readiness, and overall guest environment. We deeply regre... read more
Upon an initial entrance, this hotel rooms floors are dusty look like they haven’t been swept in awhile. they’re bathtub and bathroom sink would constantly fill up with water because the drains are clogged. The bathtub and sink would have pieces of hair and white stuff coming out in the water was filling up. And then as you would expect the water takes a while to drain like over 30 minutes. The bathtubs also looks like it hasn’t been cleaned thoroughly in a while. The floor that I was on reeked of marijuana, despite no smoki... read more
Business response:
Dear Guest, Thank you for bringing these concerns to our attention. Your description makes it clear that the condition of the space and the environment did not meet the standards you have come to expect; this is not the impression we want anyone to leave with. Our housekeeping and maintenance teams will be notified to address the issues you outlined, to prevent similar situations going forward. We appreciate your patience and hope for the chance to provide a much seamless visit in the future. Sincerely, Hotel Management
Le robinet du bain brisé, le support pour le papier de toilette brisé, propreté laisse à désirer. Mur et plafond sale, porte d’entrée de la chambre dans un état lamentable. Nous n’y retournerons pas et pourtant, nous ne pas sommes difficile.
Business response:
Dear Guest, Thank you for sharing your experience with us. We are truly sorry to learn about the issues you encountered, including the condition of the fixtures and the upkeep concerns. We understand how disappointing this must have been, and we regret that your visit did not reflect the standards we strive to maintain. Your feedback is extremely valuable, and it will be used to guide improvements so situations like this are prevented. Although we recognize your hesitation to return, we hope you consider giving us another op... read more
Elevator was not working the whole weekend.
Business response:
Dear Guest, Thank you for taking a moment to share your thoughts. We understand how challenging it can be when a key feature isn’t available, and we appreciate your patience throughout your stay. It means a lot that you still offered a favorable overall rating and chose Extended Stay America for your visit. Your comments help guide our continued improvements, and we hope to welcome you back for an even smoother experience. Sincerely, Hotel Management
The room smelled horrible!! A first floor room and the window didn't lock all the way which wasn't very secure at all. The other guests continued to prop the outside door open to allow access to anyone wanting acess to the horel.
Business response:
Dear Guest, We sincerely apologise for the inconvenience you faced and truly appreciate you taking the time to share these details. It’s concerning to know about the issue with the window lock, as well as the cleanliness concern in your room. We completely understand how this could have affected your sense of comfort, and our team will be addressing both matters immediately to ensure a better experience for future guests. We also regret the situation you described regarding the outside door. Guest safety is very important to... read more
Room was in sad shape and in serious need of updating. Damaged furniture. Rusty refrigerator. Owner needs to put some money into it.
Business response:
Dear Guest, Thank you for sharing your feedback and observations. We regret that the accommodations did not meet your expectations and understand how this affected your overall impression. Your comments are important, and we have passed them along to our management team for review as we continue to make improvements. We appreciate your honesty and hope you will consider returning so we can provide a more refreshed and comfortable experience. Sincerely, Hotel Management
Very poor managment, multiple challenges overall, but no bugs :-) If you want to know more, just ask
Business response:
Dear Kat, Thank you for taking the time to provide your feedback. We sincerely apologize for the challenges you experienced during your stay and regret that management did not meet your expectations. While we are pleased to hear there were no pest issues, we recognize that this does not fully address the difficulties you faced. Your comments are important and will help guide improvements to ensure a smoother and more comfortable experience for future guests. We hope you might consider giving us another opportunity to provide... read more
The room we stayed in was not like the photos. The beds had been recently updated and were clean, but the carpet was definitely a few decades old, and disgusting. There was a lot of noise outside in the wee hours of the morning, a group of people arguing loudly. I would not choose to stay here again.
Business response:
Dear Sara, Thank you for taking the time to share your feedback. We are glad the updated beds met your expectations, but we sincerely apologize for the discomfort caused by the condition of the carpet and the disturbances outside during your stay. Your comments have been shared with our team to help improve both the maintenance of our rooms and the overall guest experience. We truly value your insights and hope you will consider giving us another opportunity in the future, so we can provide a stay that is more comfortable, r... 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.