Broadway Plaza — Hotel in Rochester

Read for the explanation or take me at my word: go stay somewhere else, especially if you're recovering from surgery.||For context, my spouse just had part of a major organ removed to manage cancer in a 3.5+ hour surgery that has left him physically ravaged. We chose this hotel specifically because it had new mattresses, hoping it would make his recovery here more comfortable.||We learned of the $100 fee for late checkout at 1pm (12:59pm, we were corrected). So that already sucks for people who have later flights. My MIL thought she'd ask if they would waive the fee, and management evidently emailed back no. Fine. Because of our late flight, we begrudgingly decided to pay the $100 so my very injured spouse could rest comfortably a little longer. ||Here's what happened:|-Email received at 8:04am of our last morning, offering late checkout for $100.|-Late checkout requested at ~9am. Request is acknowledged, pending approval. *It literally said, "We will let you know once it's approved."|-At 10:13am, starting to get nervous that no "approval" has been granted for the late checkout, I call the front desk. |-"Gigi" answers and says someone (my MIL) had been down yesterday, and they already emailed that management had said no. |-I clarify that I had done the online checkout and selected the late checkout for $100. I was asking about approval for that.|-Gigi tells me it was not approved. |-I clarify again that even if I pay the $100, we have to be out by 11am. |-Gigi says yes. If we stay longer, we'll have to pay for another full night.|-Now panicking that I have to CHANGE MY SPOUSE'S SURGERY BANDAGES VERY QUICKLY OR BE CHARGED ANOTHER SEVERAL HUNDRED DOLLARS, say, "I guess we'd better skiddadle." |-Gigi says flippantly, "See ya."||My MIL marched right back down. When she got out of the elevator, a cleaning staff member asked her, "Are you leaving today? What time?" My MIL had to tell them, "I don't know yet." Especially given the circumstances, it is VERY odd the cleaning staff would approach a guest in a space like that and demand information about when they're leaving. It made her feel pressed to leave. When she got to the front desk, Gigi said she had merely tried to clarify their policy to me on the phone. ||Meanwhile, my spouse is desperately trying to get his wounds clean so we don't have to try to replace bandages in a restaurant bathroom. My MIL ended up telling Gigi to charge the $100 because we aren't leaving until 1pm (or, I should say, 12:59pm).||I can forgive the little things like the fact that the sheets kept popping off of the mattresses, the two separate times our keys didn't work, the single roll of toilet paper per bathroom for a 5-day stay, the unfortunate necessity of window washers appearing outside our windows in the morning, or the weird lack of bodywash in the trio of complimentary soaps. But c'mon. ||I will say that there were two other front desk people and a maintenance person who were very professional, one of which was exceptionally kind. She deserves a raise. But management is rigid, uninterested in accommodating the needs of Mayo Clinic patients, and desperately needs to train their employees in listening comprehension rather than telling them to robotically repeat policy back to guests.||It was insult added to injury after having used half of the suite for two nights. And all of it topped off one of the worst weeks of my life, full of terror, pain, anxiety, discomfort, and existential dread. ||We've paid thousands of dollars staying in Rochester hotels for Mayo Clinic visits. I'm never giving Broadway Plaza my money again, and I'm disinclined to give Hilton my money again anywhere.||Hear me now. There are other, better hotels that accommodate Mayo Clinic patients better....

A very clean and quiet hotel although traffic noise can't be helped. It's right on the edge of the Mayo campus and the Mayo buildings are accessible via the tunnel/skyway system. Elevators are fast. We parked in parking structure 3 and the elevator took us to a short skywalk that took us to the hotel without going outside.

Desk service is excellent. Briana in the business office was amazingly helpful. Mail service available. Housekeeping is once per week. If you stay 30 days or more, you gain resident status and save a lot on taxes at checkout so we stayed an extra 3 days and about broke even. Also, if you're staying a month or longer, check into a monthly parking pass to save money.

Our signature suite was very nice. Full kitchen, large fridge, ice maker, cooking supplies, toaster, microwave, garbage disposal, faucet sprayer. Bidet in full bath. Also had a half bath. Huge closet. The washer dryer was nice but won't allow for dryer sheets (only liquid fabric softener), is very noisy on the spin cycle, and takes 5 or more hours to do a load so we ran it overnight and closed the bedroom door.

Downsides were that the bed was on the hard side, it was drafty near the windows (we stayed the month of March), the shower had a weakish stream and no handheld sprayer. There was a shortage of electrical outlets except in the kitchen. We needed to set up a couple of card tables as desks and they didn't have 2 extra chairs so we had to purchase some.

Benedicts for breakfast is nearby as is the Brick House Irish Pub and Victoria's Italian restaurant. All accessible via the tunnel/skyway system) become favorites. There's a very nice museum in the Plummer Building. Walmart, Target, and several grocery stores are off-campus but within easy driving distance. We put our large rolling duffel bags in the car to use to get our groceries from the parking structure to the hotel room because it's too far of a walk to carry multiple bags.

The tunnel/skyway system is admittedly challenging but everyone was very helpful to offer directions and our routes became familiar over time. There are shops galore throughout. It's an amazing system!

Overal a very nice hotel and we'll stay there again if my husband has to return for...

We stayed at the Broadway Plaza 70+ days during a very hard time in our families’ lives, which included a lot of uncertainties and scared of what the future may hold. One main reason we had chosen the Plaza is it is close to the Mayo making it easily accessible due to my father’s procedure. The reason I'm giving the Broadway Plaza 5 stars is because their staffing goes over and above from the cleaning crew, housekeeping, and the exceptional front desk crew. Cassie, Trey, and Omar and the other gentlemen went the extra mile to make sure we felt comfortable and cared about. Cassie from the very begin had an open heart and caring way that will forever be appreciated and acknowledged. When your world is turned upside down and you no longer have your home and your life consist of endless appointments it can be very overwhelming. Cassie made it a point that she was there with whatever needs possible, including a listening ear or a hug! Where do you find that kind of compassion these days - it made our hard days softened. Trey works night and let me tell you, you feel safe and secure if you chose to adventure outside. He goes over above to keep an eye out for you and makes sure you are care for. Their staff care about you and your family, that makes a huge difference especially when so many come from other states, countries and are dealing with major medical issues. I will say this regarding the business office I had little contact with them, but what I did I feel they need to observe the staff that works upfront and has contact with the customers day in and day out. Business Office management didn't seem to take time out of their day to care or interact with the guest sadly they were rude, and maybe it’s a good thing they stay in their offices behind closed doors and leave the professional work to the exceptional Front Desk crew! Thank you again to all the frontend works at the Broadway Plaza, seriously an...