Recently, I stayed at the Inn on Broadway in Rochester New York visiting my client. I stay at this boutique hotel for a number of reasons. I do not stay here due to perfection, rather I stay here because of the comfort and the way they treat their customers. I was traveling to Ithaca New York to see my daughter at college and stayed at another hotel where for the third time I had to check in late because of this hotels check-in system which was not done very well. When I asked why I was always checking in late not because I was angry I began to receive the transfer of ownership… You got it the typical "it's not my fault" response. It was no big deal but as I traveled to Rochester New York this stay brought this into greater perspective. When I arrived at the Inn on Broadway they immediately told me check-in was at 4 PM but they would do everything they could to check me in earlier. The woman in the small office where customers check-in immediately called the cleaning crew and said "Mr. Hagen is here is there any way we can tackle his room right away". This immediately jumped out at me because it showed a sense of urgency and commitment to the customer experience. I was allowed to check in two hours earlier and after a long drive you cannot imagine how great that felt. As I walked to my room a young cleaning lady looked at me and asked if I was staying in room 303 and I said no I was in 301. She smiled and I mean really smiled, and said "oh I just cleaned it it's an awesome room and 301 the room you're staying is fantastic. Have a great day and please let us know if there's anything I can do to assist you. I walked into the room and began to think about the interaction and thought wait a minute your a cleaning person you're supposed to be angry and have a spiteful attitude and not enjoy your job. As I sat getting comfortable in my room I began to draft a letter to the cleaning crew. I shared with the manager who gave it to the cleaning crew the letter along with the gift I shared why their mentality and why the work they do is so vitally important especially to those who travel in or out of their comfort of their own homes. The next morning I brought down a pair of pants to have them dry cleaned. They have a same-day service. When I got back after day at my client site the pants were still not done as the company forgot to pick them up. Instead of passing blame the hotel personnel at the Inn on Broadway immediately said they will call and make sure it's picked up the next morning. Here's the funny thing again that night I came back in the pants were still in the bag wrinkled and not cleaned. I was not angry yet I did feel inconvenienced but something happened that immediately change the way I felt. The young man behind the counter did not pass blame and offered something I've never had anybody do before-he offered to take the pants home and wash them himself as well as iron them. He did not pass blame and all he was doing was trying to make a customer happy. I smiled and said I have an extra pair of pants no big deal but thank you so much for your effort is greatly appreciated. So after long day I went down to the bar and restaurant which is fantastic by the way to get something to drink. Jen, the bartender I've met a few times, immediately said "Hi Tim, how are you is your wife traveling with you this time?" The last time I was at the Inn my wife was traveling with me and here's a woman who not only remembered my name but remembered my wife was traveling with me ... WOW! Here's where the story gets a little bit interesting. As I was checking out the woman began to whisper to me as I asked for a copy of my bill. I could not hear her clearly but what I started to understand is my company credit card never went through. I said why did you not come to my room and asked me to come downstairs and her response was absolutely classic "we know you're here on business and did not want to bother you. You are a long-standing customer so we thought we would just take care of it in a more convenient time". WOW! The card had been declined due to a fraud alert I never received so needless to say I was a little bit embarrassed only by the fact I could not pay with a credit card not by the way the personnel treated me. She called the manager at home who immediately told me don't worry about it. You are a long-standing customer and we will work through this. They allowed me to pay with a check which is highly unusual and you can imagine the chain of hotels in the country I probably would've heard the word policy or procedure 100 times. Instead, the people at the Inn on Broadway in Rochester New York did not treat me like a customer they treated me like family. As I got back to Wisconsin on Saturday I got my situation taken care of and immediately paid with a credit card and have shared the story with countless people. If you want to visit a great city and state a great place there is no better place than the Inn on Broadway in Rochester New York. This is a lesson in customer service, humility, and teamwork. So many people complain about their situations. The people at the Inn on Broadway embrace theirs and their customers!…
Just spent a long weekend in Rochester for RIT graduation. This is a great hotel to consider. Clean rooms, great staff (shout out to Matt and Jen) great location, free parking, great food, great bar. You feel like part a family by the time you are ready to leave. Can't wait to return!
I can’t say enough about how nice the staff was at this hotel. The rooms are very quaint like a bed and breakfast feel but have been upgraded with nice bathrooms. We got there kinda late and we said we hadn’t had anything to eat all day. The desk attendant said I will tell the bar to expect you. The bartender had took a break for a slight moment and the desk person came and got us seated and got us some drinks until the bartender got back- also you can get a full meal - really good meal in the bar-the food was excellent. The bed was so comfortable. A homey feel in a hotel stay
I was charmed by the restaurant staff--they were very accommodating even though it seemed to me that my dinner party didn't fit the profile of their regular clientele (we were younger and perhaps a little more casual-acting). The jacuzzi in the room was really great and the kitchen was stocked with all kinds of kitchen-ware. The amenities in the bathroom were also great. The parking was a little confusing. Valet parking was advertised, so we pulled up and got out of the car, and the valet took our keys. But when he realized we were staying the night, he told us we could park ourselves. That was a little goofy.
We had a good stay at this lovely old hotel, though I'm not sure what the raving reviews are about. For the price we paid I felt it did not offer the quality. The bathroom was sub-standard and realy needs improvement. The breakfast was amazing though! Not a huge choice but certainly enough and very filling. We appreciated the effort and quality that was offered, much better than other hotels we stayed at that did offer a huge choice at breakfast.