We have stayed at this location 10 to 20 nights per year for about the past 10 years to visit family in Rochester. No more. If we have to cut a few nights to afford something a bit more expensive, we will. Was not impressed with front desk. They were too busy doing laundry or other tasks. We were greeted with the warning that the Internet was slow recently in the evenings. This isn't what you want to hear upon check-in. We had to move after our first night because we could not get hot water. We requested the manager call us - didn't happen. I'm the guest; I'm not going to put in a request twice. We did, however, have someone call our room to tell us there was nothing wrong with the hot water in the room. First: Why? The problem was resolved by switching our room (which seemed to be a huge hassle for the hotel staff). Second: What happened to customer service? Never tell the customer that they were wrong, instead, you say that the problem has been resolved. Don't know what was up with that. The biggest thing is that the policy on the kitchen has changed and instead of being a fully equipped kitchen, which is what is boasted in all the literature, we had to pick what we wanted for the kitchen and haul it there and put it away ourselves. Why? What sense does that make? If a guest doesn't need it, they simply don't use it. After driving nine hours to get to Rochester and hauling in our luggage the LAST thing I want to do is haul all sorts of necessities to the kitchen (dishes, silverware, coffee maker, pots and pans, dish drainer, toaster, etc.). It was simply ridiculous. There was also no ice in the ice trays in the freezer - a first. We've always enjoyed the service and amenities we have at this hotel. It's exactly what we want when we travel; basically, an apartment away from home when we visit. This was a huge change and not for the better.
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- Also Known As:
- Extended Stay America Rochester
- Extended Stay Rochester