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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 |
Even though I booked in July, my room was not honored, and I was turned away.
Business response:
Dear Justin, We apologize for the inconvenience you experienced. It's essential for us to honor reservations, and we understand your frustration. There might have been unforeseen circumstances leading to this issue, and we're committed to improving our service. We hope you'll give us another opportunity to host your stay in the future, and we'll strive to make your visit more enjoyable. Your feedback is essential in helping us address any shortcomings and ensure a smoother experience for our guests. Thank you for sharing you... read more
The room wasn't clean. The towels weren't clean. The entire hotel, including the room smelled like cigarette smoke, even though it was non smoking. Even the mirror in the bathroom had dirty patches, that were so dirty you couldn't see a reflection.
Business response:
Dear Scott, We are disheartened to see your comment as this is far from what we want our guests to experience. Our promise to our guests includes a commitment to providing a clean and smoke-free environment, and we are very sorry that did not happen when you were here. We are very concerned about your experience and have immediately brought this to the attention of our housekeeping for review and action. Please know this is not usual for us, and we hope you give us another chance on your next visit to Rochester.Sincerely,Hot... read more
No soundproofing or vibration isolation between the room I was staying in and the room above. A lot of activity in the room above kept me awake from 3-4am. The building is in need of updating all around.
Business response:
Dear Guest, We sincerely apologize for the disturbance you experienced during your stay. We understand how important a peaceful night's sleep is for our guests, and we regret that we fell short of your expectations. Your feedback is invaluable to us, and we will use it to address the issues you mentioned and work towards providing a more comfortable stay for our future guests. Thank you for bringing this to our attention, and we hope to serve you better in the future.SincerelyHotel Management
Whoever the cleaner’s is are lazy My key wouldn’t work to my room so I had to keep going back and forth to the first level. The third time I just called the front desk and made them come to me. Then to top that off when I finally get in my room there’s big dead flys everywhere even on the bed. I switched rooms to a lower level one and it smelled like cigarettes in there. I just said forget it and settled but was definitely
Business response:
Dear DeMarco, We are genuinely sorry about the inconvenience you experienced with your room key and the housekeeping oversight during your stay. Your comfort and convenience are important to us, and we apologize for any disruption this may have caused. Rest assured, we take this matter seriously and will look into this further to prevent similar situations. Your comfort is our priority, and we hope you'll consider staying with us again for a more trouble-free experience.Sincerely,Hotel Management
The property was over booked.
Business response:
Dear David, We apologize for not honoring your reservation and for the frustrations you experienced due to not receiving the room you booked. We cannot speak on behalf of the agent who assisted with your reservation, but we are very sorry for the inconvenience. Your concern has been shared with the appropriate individuals, and we are following up to see where we can improve so future guests are not similarly impacted. Please be assured we will take appropriate action where necessary to serve you better in the future, and we ... read more
The property was not clean. Room portion was good for sure a cheap price but if only it was clean. Some woman was screaming how 4 people have died here either of over dose or etc. When I stayed someone actually did die, medical examiners and sheriffs surrounded the property. Overall, terrible experience because of the uncleanliness and unsafe area. The room was not clean, stains everywhere.
Business response:
Dear Arefina, Thank you for sharing your experience. Your feedback is very important to us, as it will assist us in improving our guest experience. We will take the necessary steps to ensure this does not occur in the future.Sincerely,Hotel Management
I won't be staying there again It was not a good stay, the hotel was not clean. The workers were not helpful. They kept passing me off to another clerk just to check-in. My bathroom sink was clogged, they had no silverware. It was not a happy stay
Business response:
Dear Cynthia, Thank you for sharing your review. Please accept our sincere apologies for any inconvenience you encountered during your stay. Your feedback is of utmost importance to us, and we take these matters seriously. We're committed to addressing these concerns and ensuring every guest receives the highest service and care. We hope you will consider giving us another chance to provide you with the stay you deserve.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.