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 |
Rooms are old, terrible condition. Smells like smoke and musty. Bathroom ceiling has mold. We stayed for only one night and had to check out. Manager has yet to contact me to confirm the refund.
Business response:
Dear Ahmed, We sincerely apologize for the condition of your room during your stay. The presence of smoke odors, mustiness, and mold on the bathroom ceiling is unacceptable, and we regret the discomfort this caused. Your experience does not reflect our standards, and we appreciate your patience. We hope to welcome you back for a much-improved visit. Sincerely, Hotel Management
4am, there is a party in the parking lot. Looks like fun, but i just want to sleep. Called front desk, no help. I understand people are living in this hotel.. but there must be some rules!?
Business response:
Dear Catherine, We sincerely apologize for the disturbance caused by the late-night activity in the parking lot. We understand how important a quiet environment is, especially during overnight hours. Your concern has been shared with our management and security teams to ensure better enforcement of quiet hours and guest policies. We appreciate you bringing this to our attention, as it helps us improve the guest experience. Thank you again, and we look forward to welcoming you back. Sincerely, Hotel Management
The door we had didn’t lock it could be pushed open from the outside so unable to leave things in room during day. Stains on sink and tub, fridge covered in rust. Left after first night
Business response:
Dear Matthew, We sincerely apologize for the serious issues you encountered with your room’s door security and cleanliness, including the stains and fridge condition. This is far below our standards, and we understand how these concerns affected your stay. Your experience has been immediately reported to our maintenance and housekeeping teams for urgent correction. We appreciate you bringing this to our attention and hope you’ll consider giving us another chance to provide a safe and comfortable stay. Sincerely, Hotel Manage... read more
The worst hotel EVER! This hotel was horrible! Everything about it SCREAMED horror movie! The second floor lights were out! It was spooky and unsafe! The room was disgusting, it smelled horrible, there was a hole in the door, where it looked like someone had kicked it in! I immediately checked out, got a refund and booked a new hotel. I would NOT recommend!
Business response:
Dear Guest, We are sorry to hear about your experience and truly regret that your stay did not meet your expectations. What you described is not the standard we aim to uphold, and we understand how unsettling and unacceptable it must have felt. We take your safety, cleanliness, and maintenance concerns seriously and have shared your feedback with the appropriate team to avoid future occurrences. We appreciate you bringing this to our attention and are glad we could do something right for you. While we understand your decisio... read more
Broken window, no dryer no zero amenity thin wall
Business response:
Dear Guest, We apologize for the issues you experienced during your stay, including the broken window, lack of amenities, absence of a dryer, and thin walls affecting your comfort. Your concerns have been shared with our maintenance and operations teams to ensure they are addressed promptly. We’re committed to improving our facilities and guest experience based on valuable input like yours. Thank you for bringing this to our attention. We hope to welcome you back under better circumstances. Sincerely, Hotel Management
I checked in 5/10/25 at 1500. My original booking is 5/20/25-5/14/25. I called Extended Stay to modify my stay and I was told to speak to front desk. Extended Stay Henrietta NY are not staff with management past 1500. I was told to come to front seat the next day before 1500. On 5/11/25, I spoke to front desk and told them I wanted to leave early 5/12/25. Front desk reported to me that I can leave but will not get any money. I said to her I spoke to Expedia and they instructed me to inform front desk. On 5/12/25, I checked o... read more
Business response:
Dear Guest, We deeply regret the confusion and frustration you encountered during your stay. We sincerely apologize for the miscommunication regarding your early check-out and the issues with receiving a receipt. Please rest assured that we take these matters seriously and will investigate your case further to clarify the situation. We always strive to provide transparent and helpful service, and it’s disappointing to hear we fell short of your expectations. Your concerns regarding our staff, communication, and service will ... read more
It just felt old, dirty and unsafe, due to the other guests and type of beat up cars parked there. For what I paid for the room, I could have stayed at the Hilton up the street. Free breakfast was a "to go bag" with a granola bar only! The other hotels offer eggs, milk, yogurt, bread, oranges, oatmeal, coffee.
Business response:
Dear Guest, We’re sorry to hear that your experience did not meet expectations. We understand your concerns about the property condition and atmosphere, and we’re working to improve both. Our breakfast is designed to be convenient, though we appreciate your suggestions for more variety. Guest safety and comfort remain our top priorities, and we’ll be sure to share your comments with our team. We hope to have the chance to serve you better next time. Sincerely, Hotel Management
We booked PREPAID a week prior to check in. Yet, upon checking in late (REMEMBER IT WAS PREPAID) they said they only had 1 room. Room 333 right across from the elevator. We entered the room and ALL THE CABINETS AND MICROWAVE DOORS WERE OPEN! The cabinet bases were chewed up, like it was vandalized! I called the desk and they said this means the room was cleaned but not inspected by mgmt! I asked for another room and they said they were actually OVERBOOKED BY NEGATIVE ONE ROOM! The next morning 7am LOUD CONSTRUCTION BEGAN IN ... read more
Business response:
Dear Guest, We deeply regret the inconvenience you encountered during your stay. We sincerely apologize for the condition of Room and the disruptive construction noise that impacted your visit. Please know that your concerns regarding cleanliness, the state of the room, and the overbooking have been shared with our management team for immediate review and improvement. Regarding your refund, we would be happy to assist you in addressing your concerns and take appropriate actions as soon as possible. We truly value your health... read more
Great location, clean but outdated hotel.
Business response:
Dear Guest, Thank you for your feedback. We’re glad to hear that you enjoyed our great location and found the hotel clean. We appreciate your comments regarding the need for updates, and we’re actively working on improvements to enhance our guests' experiences. Your feedback is important to us, and we’ll take it into consideration as we move forward with renovations. We’d love to welcome you back for an even better stay in the future. 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 2,169 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.