Staybridge Suites Rochester West, an IHG Hotel — Hotel in Rochester

We are Spire Elite and are VERY familiar with the IHG brand and Staybridge hotels and what should be represented.

We have previously stayed at this property and had no issues and were happy to choose it again for an extended stay. We could not have been more wrong in doing that.

While the regular staff is helpful and works hard , the management is not good. The pool chemicals were unsafe during much of our stay and the issues not addressed. We began testing the chemicals ourselves and found no Chlorine in the pool on numerous occasions while the hot tub was so high it bleached your swimwear. We found gum in the bottom of the pool and even a tampon . The pool deck and tables were rarely cleaned. There were numerous other concerning issues with other areas as well. WE were checked into a room that was represented as clean our first night but the linens had not been changed, the beds were just made up as clean. It was disgusting. We ended up moving rooms at 2:30am. Things on the surface look okay, but when you stay somewhere for a long period, you see the problems and see things below the surface and so we would not recommend this property given our experience and the current management.

Additionally, when we tried to address our concerns, management opted to cancel an upcoming reservation we had made over a year ago without even asking us if we planned to return. Rather than address the concerns, they opted to inflame the situation as well as make false allegations of water damage done by a pool bathroom shower being left on. This type of behavior shows the same pattern we saw during our stay by watching what happened when others tried to address concerns. We feel this is why most guests opt not to address concerns with the management.

We stayed 84 nights and have yet to see any reward points or even get credit for the nights we stayed. We are working with IHG corporate to address our concerns but it is clear the management at this hotel need improvement or replacement.

From speaking to other guests and employees during our stay, we know others have issues with this location but are afraid to step forward with them out of fear of retaliation and because they are still staying there , or work there. I would encourage these people to step forward and contact IHG Guest relations regarding their concerns. The only way anything will change with this location is if people make the Corporate office aware of the issues and concerns.

Until those changes occur, I would recommend that people looking for an IHG property in Rochester stay at the Holiday Inn Express downtown , and if looking for hotels with kitchenettes, choose a different hotel in rochester altogether. There are plenty of them to choose from that offer similar and even less expensive rates, and better customer service if you do have an...

Our family stayed from July 10th to August 16th while being in Rochester for the Mayo Clinic. This was a stressful time for our family with a busy schedule and the staff at this hotel were not only accommodating but caring and made out stay pleasant.

There is literally nothing negative to say about any of the staff, from the night desk workers to the Manager, to housekeeping to the Kitchen staff.. everyone was wonderful.

I think they genuinely care about their guests. Being in Rochester means they get a lot of Mayo Clinic patients through the doors and they handle the extra needs and accommodations that can go with that like pro's.

The facilities are only a little over a year old and in great shape.

Housekeeping does a wonderful job on the rooms and respect your privacy if you do not want to be disturbed.

The Kitchen staff.. all of them are great. They try to get breakfast out a little earlier than normal so people catching the shuttle in the clinic at 6:20am can eat before they go.

They also do a fantastic job with the evening meal 3 days a week. They call it a managers receptions, but it really is a meal.

Something I like about this location is that they have a designated pet floor. The other floors do not allow pets and so for people who are allergic like we are, it helps limit that exposure.

I also like that the grilling and patio area is enclosed with fencing around it and a secure area.

They have a Theater room with really comfy recliners where you can watch DVD's, TV or stream movies off your devices. It is pretty sound proof so it is a great way to relax and enjoy time together.

The hotel is on the SNAP shuttle services route . They stop at 20 after the hour to pick up and take patients and family to the Mayo Clinic and St Mary's . It is about a 20 minute ride to the Mayo Campus and it stops at several other hotels along the way to pick up others. The shuttle is free of charge , but some people do tip the driver.

The hotel is often full so booking ahead would be a good idea.. and

the laundry room can get pretty busy , so I would not wait til the last minute to do laundry. You may have to wait for a washer or dryer.

It is located within walking distance of several places like a Caribou Coffee , Aldis, Mc Donalds and a restaurant and right next door to Costcos . It is a couple of blocks from a large Hyvee Grocery and less than 2 miles from a Super Target and a strip mall and more fast food options.

One of the nice things is that it is far enough outside the city center to be removed from the chaos and noise and hustle and bustle of the clinic and other businesses but close enough to be convenient to everything. It makes for a much more relaxing stay.

We give this Staybridge location 2 thumbs up and 5...

Hotel looks very nice from the outside and is well maintained from that point of view. The guy who checked me in was on his phone in the back, realized I was waiting and then came out to help me. But instead of putting his video on pause, he continued to let it play which was distracting to me and not very customer service oriented. He also did not tell me the pool was out of service. In fact, it wasn't until I came back the next day that there was a sign posted on the front desk. I believe this should be shared up front as many times, I choose a hotel based on pool/hot tub and it would have been nice to be told that right away instead of when I wandered to find the pool. Room was smaller than I anticipated. The bed was squeaky and there were black flakes of something under the comforter. The bedding smelled musty/old-it was a very weird and unpleasant odor. There were multiple stains on walls and light switches and overall, housekeeping could do a lot better job. The hot water was non-existent in the shower. It never got warmer than luke warm no matter where put I turned the dial. In fact, my last morning I ended up having to take a cold shower as I could not get any warm water to come out. The hot water in the sink for the bathroom did get hot after several minutes, however, was extremely cloudy. I can't really judge on breakfast as I am extremely picky and hardly ate anything. My one complaint is that I ended up getting a milk that was two days past the expiration date and unfortunately, I didn't realize it until I had taken a big gulp of it. I noticed quite a bit of staff on their phones over the course of the four days that I stayed. Upon being able to utilize the hot tub, it was not kept up very well and some brown stuff crusted to one side of it. Overall, it was a disappointing experience, and I would not stay at this...