Comfort Inn & Suites West - Medical Center — Hotel in Rochester

DO NOT STAY HERE! This place is a nightmare. When I booked my stay over a month ago, I did so because I was told they had a shuttle service that would leave Friday at 1 and have me to gonda at mayo about 1:15. My appointment was not until 1:45 so that seemed as though it was going to work out perfectly. I was told that I would just need to call after my appointments were over and I could get a shuttle back to the hotel but that the shuttle service stopped at 6 PM. I got to the hotel at about 11:30 AM on Friday and asked for an early check in. I was told on the phone that would not be guaranteed but that I would most likely be able to check in early. My room was not ready yet, I understand...no problem. At this point I double checked with the girl at the front desk that I would have a shuttle leaving at 1 PM that would get me there in plenty of time for my 1:45 appointment which I was told "absolutely." She told me to come back in an hour for my room which I did and I was allowed to get into my room at that point. I went down to the lobby at about a quarter till 1 to wait for the shuttle. At about 5 till I went to the counter to make sure that it was still coming at 1 and to ask for the phone number that I would need to call to be picked up. At this point she gave me a print out of the supposed new shuttle schedule. The schedule said that the shuttle would indeed leave at 1, but that it would not arrive to the Gonda building at Mayo until 1:50! My appointment was to start at 145! I told her this and how I was told when booking and then also told again by her just half hour prior that I would be to my appointment in plenty of time to make my 145. At this point she tells me that they just switched shuttle services this last Monday and that everybody was still learning. First of all, at the bottom of the print out it said that it switched over in July which is well before I even booked my appointment. Second of all, I do not care if you are still learning this was absolutely unacceptable! Because of this I had to drive myself to the Mayo clinic for a procedure in which I was not supposed to drive afterwards therefore I had to putz around downtown Rochester for 3 hours (nearly blind!) after my appointment just to get to a point where I could somewhat safely drive back to the hotel. Had I been given this sheet when I first double checked on my 1 PM leaving time that I would make to my appointment by 145 it would have given me that extra 30 minutes to arrange for a cab or an Uber to take me to my appointment. I should not have had to do that anyways as the only reason I booked this hotel was the reassurance that this shuttle service would be perfect for me. As if all of this wasn't bad enough I then asked to speak with a manager who I was told was not in but that they would give my phone number and name to him to call. I was originally told I would hear from him around 11 o'clock am the next morning. 11 came and went I spoke to the front desk 2 more times a few hours later each time and was finally told that he was helping with the shuttle service for a wedding so it would be a while but he would get back to me. It has now been 3 days since then and I have not heard a word from the manager. I will be finding a contact number to contact corporate. My parents both have to come to Mayo frequently for appointments and they have always stayed at this hotel. They are the reason that I chose to stay here as well as they said they had a great shuttle service and the people were very friendly. The girl at the front counter was indeed friendly, however she was either new or just not well-adjusted to her position. After such a terrible experience and having such piss poor management that doesnt care at all about their customers, who cant even spend 5 minutes to give me a phone call to try to remedy the situation, I will certainly never return and I highly doubt my parents will either. The bed was awful as well as there was what looked like blood on the walls. Disgusting! AND it was LOUD! Impossible to rest. DO NOT...

DO NOT STAY HERE. TOTAL WASTE OF MONEY. My family member and I just spent a night here and we'll never go back. We chose the hotel due to its convenient location, decent reviews, medical shuttle, and because it had a pool and hot tub. We were extremely excited to sit in the hot tub and relax after a day of appointments and shopping. Forget that! The pool and hot tub are STILL CLOSED AND WILL BE FOR THE FORESEEABLE FUTURE. Honestly, they don't even have any idea when they will be able to reopen it. This was not disclosed on their website at all, anywhere, nor was this disclosed when I called the hotel directly to book the room, nor was it disclosed upon check in. When I asked the evening shift clerk, I was told, "Well you can walk next door and use their pool because they are a sister property." No thank you, not walking outside, in the cold, in the dark, in my swimsuit and light cover up and entering a hotel to use their pool when I'm not even staying there. I was told to speak to the manager which I did in the morning as he never contacted me as I had asked. The manager offered no apologies for the situation and did not offer any future discount or refund on the current stay, only gave an explanation regarding the pool problems and stating that the current owners just took over 3 months ago. Had I known beforehand, or even at check in, I wouldn't have spent money here. The walls show wear and tear and are dinged up in the hallways. The carpeting is stained. The breakfast area chairs are extremely worn and distressed. There is no bathroom exhaust fan so everything gets humid and foggy. Our microwave was scratched and looked like it had been dropped on the floor. The sink dripped constantly if you didn't get the handle in the exact right position. The toilet seat was scuffed up and clearly needed to be replaced. One of the rings on the grab bar in the shower had fallen off. There were paint chips in the walls and the wood framed mirror was also scratched. The lighting is terrible.... only 2 lamps and a sconce across from the bathroom. You have to be in exactly the right spot and hold your remote in such a particular fashion in order to get the tv to work which was very frustrating. The toilet also leaked. Breakfast was boil-in-a- bag scrambled eggs, sausage and potatoes.... none of which looked good. An assortment of cereal was available along with yogurt and waffles. When booking, I asked to be close to the elevators for mobility reasons and instead was given a room almost at the end of the hall. You can find a nicer hotel without a pool for less money. ...

The first issue was that the front doors going into the hotel were not functioning when we arrived. Check-in went ok, but after we checked in, we were informed that the elevators were not working. We made it to our room finally after climbing 3 flights of stairs, and the room was clean and smelled fine. We went about our night and when we got back, around 9:30pm, we found out that there was no hot water. We called down to the front desk, and the person who answered said that she would look in to it and would call us back but didn't seem to care that there was no hot water. We then tried to find some ice to have some drinks with, and was told that the ice machines were being replaced, and they didn't have any. Around 1:30am, after not getting a phone call from the front desk, I called down again, and was told that the whole hotel was without hot water, and that a part needed to be ordered and there was nothing else that could be done until the manager got in sometime later in the morning. There still wasn't hot water when we checked out at 9am. I asked the front desk to add my name name and number to the list of people that the manager needed to call about this issue, as the manager still wasn't in when we checked out. I called the hotel at 4pm and asked if the manager was in, as I never received a call from her, and was told that she was gone for the day, and would not be back in until later in the day the next day. The man that answered the phone asked what the problem was, and after I explained, he didn't see to care, and said that I could call back tomorrow. To me, there are too many things wrong with the hotel that need to be addressed, and there is no empathy at all from the employees. That the manager couldn't bring herself to come in to work when there was a major issue going on, and she couldn't bring herself to call all of the customers on the list, makes me wonder why she is in the hospitality industry. I decided to call corporate for compensation, as I had no hope that anyone at the local hotel cared enough to follow through. They created an escalation ticket that was going to be sent to the GM of the hotel, so I guess I will will wait to see if they care...