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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 |
The staff I interacted with were pleasant and friendly. That was the only positive part of the experience. I booked a non-smoking room, and the room I got did indeed have the no-smoking sticker on the mirror in the room. However, this place either doesn't enforce their no-smoking policies, or the room was just converted to non-smoking last week. The reek was overwhelming. Half of the lights in the room didn't work. Also, the bathroom light was failing and gave up the ghost while brushing my teeth prior to going to bed. The t... read more
Business response:
Dear Christopher, Thank you for your feedback. We are pleased to hear that you found our staff pleasant and friendly. However, we deeply regret the issues you experienced with your room's condition and amenities. Cleanliness and proper maintenance are essential, and we are addressing these concerns with urgency to prevent future occurrences. We appreciate your detailed comments as they help us enhance our services and facilities. We hope to have the chance to provide a more comfortable and enjoyable stay in the future.Sincer... read more
Stay Away! Avoid this place! Find another location. Did not get the room we were confirmed for. No toilet paper. No elevator. Floors were disgusting. We had to clean the bathroom, the floors and the carpet. Poorly managed. Very shady activity in the back parking lot.
Business response:
Dear Guest, Thank you for your feedback. We sincerely apologize for the numerous issues you encountered during your stay. This does not reflect our standards, and we regret the inconvenience you experienced. Your concerns about room assignment, cleanliness, and safety have been shared with our team for immediate attention and corrective action. We appreciate your feedback as it helps us improve, and we hope to regain your trust.Sincerely,Hotel Management
The property had a disgusting musty mildew odor in the room it smelled like musty old clothing i will never go there again it reminded me of the hotel homeless shelters
Business response:
Dear Nichelle, We sincerely apologize for not meeting your expectations during your recent stay at our hotel. We deeply regret any inconvenience you experienced, especially regarding your concerns with the upkeep of our property, which is of utmost importance to us. Your feedback is invaluable, and we will address this matter with our housekeeping team to ensure such oversights do not recur. Your satisfaction is our top priority; therefore, we sincerely hope you will consider granting us another opportunity to host you in th... read more
The front desk team was amazing, we interacted with them often. The hotel is old, rundown, and has thin walls (I could hear my neighbor snoring). The rooms are kitchenettes but you need to go to the lobby for all of your dishes, coffee pot, toaster, etc. When we were there the elevator was broken. The front desk had trouble with their computer and internet making the process of checking in take close to an hour for 2 of us. Again, the front desk team was amazing! I would hire any one of them for any customer facing position,... read more
Business response:
Dear Rachel, Thank you for your detailed feedback. We are delighted that our front desk team made a positive impression and provided excellent service. However, we apologize for the issues you experienced with the hotel's condition, the broken elevator, and the check-in process. Your comments are valuable, and we are addressing these concerns to improve our facilities and services. We appreciate your understanding and hope to provide a better experience on your next visit.Sincerely,Hotel Management
Do not stay at this hotel The Extended Stay in Henrietta was awful. Broken appliances and furniture fixtures in terrible condition. Carpets are in desperate need of cleaning or probably replacement. We checked out after the second night because it was so bad. The hotel manager refused to change rooms or cancel the rest of the stay. Hotels.com offered a $300 credit but because the hotel manager wouldn’t refund the stay that’s the best that they could do.
Business response:
Dear Guest, Thank you for sharing your experience. We sincerely apologize for your issues with the appliances, furniture, and carpets. We regret that your concerns were not addressed satisfactorily and impacted your stay. Your feedback will be communicated to our management team to prevent similar occurrences. We appreciate your patience and understanding.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 star rating with 2,125 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.