Courtyard by Marriott Rochester Brighton — Hotel in Town of Brighton

Spoiler alert: Long TMI review. I hope this review reaches the right people to make sure an exceptional employee receives the accolades she so rightfully deserves. I'm a traveling healthcare worker and I was assigned to Rochester, NY area for the week. I had one of the worst days at work I've had in months. My company vehicle broke down and neither heaters were working either. After a long, cold, 12 hour work day then a 40 minute Uber ride to a rental car. I began driving around the city in search of a hotel. 8 hotels later and a breakdown in the lobby sent me to my car crying. Startled by a tap on my window, the hotel desk clerk, who could tell i was in obvious despair followed me to my car. She told me she was going to run an audit and see what she could do. She said come back in when you're ready. I wiped away my tears and went back inside. This wonderful human being did not know about the troubles of my day or of my life. Sometimes life gets tough and it can be relentless. I've been struggling with life over the last several months and trying to navigate through it while managing to maintain my job and juggle all the chaos thrown my way. Each day has been a battle and has made me bitter and sad for the world we live in. This lady knew not of my troubles, she only saw a stranger upset standing in her lobby at 4am. I've lost a great deal of faith in humanity over the last several months dealing with one problem after another. This amazing person showed me there are still people out there that actually do care. This exemplary employee went out of her way to help me when i was just done! This is a TRUE example of incredible customer service. Sometimes all we need in life is to know someone actually cares. The world we live in has changed so much over the last couple years. There isn't a lot of care and there definitely isn't much compassion left for each other. Miss Nelle told me of a time when she left her home state to move to NY and the struggles she had to face alone. She told me she didn't want to see me struggling and if she could help others she would always try. Miss Nelle I truly hope your company recognizes you for going beyond what is required of you. We need so many more Nelle's in this world to start showing more compassion to your fellow human. This world is so full of negatively and companies that take way more than they give. I hope not just your hotel management team, but the Marriott as a brand will take the time to recognize you as the exemplary employee you are and for providing excellent customer service and for going above and beyond! 5 stars to Miss Nelle and 5 stars to "Courtyard by Marriott Rochester Brighton" for hiring her!!! Thanks for showing true compassion and for the hug...i...

I was largely disappointed with my stay because so many things that I was supposedly paying for weren’t available. I understand things being different because of the pandemic, but please say that on the website and booking! It said in three different places that there was continental breakfast (even said it in the room!) but it was actually pay-as-you-go. I thought “well that’s annoying” but figured I’d check out what they had for that option. There weren’t even any prices listed on the menu before you ordered. I didn’t want to end up paying $10 for a container of yogurt or something and I wasn’t going to keep asking the prices of each item, so I went to a restaurant for breakfast.

Then the pool hours were different from normal hours but it wasn’t posted anywhere other than on the pool door. So the pool was closed. It also required a reservation, which was also only mentioned on the sign on pool door. I had gotten into my swimsuit and everything but whatever, I’ll call tomorrow to reserve for that evening. Flip to the next day, got the reservation for that evening, no problem. Come that time, I got into my suit, headed down to the pool and there was already a huge family in the pool and I couldn’t get in. I call from outside the pool and was told that they “don’t allow day-of reservations” (Why was that not stated on the sign about reservations? Why did they allow my day-of reservation when I called earlier?). The man let us into the pool but he really didn’t seem happy about it. But I wasn’t going to go back to my room after changing into my suit for no reason for a second day in a row.

The hotel wasn’t dirty but it wasn’t really clean either. The toilet had stains, there was some mold on tile in the shower, and the floor wasn’t very clean. Also housekeeping apparently doesn’t come by until practically the evening so when we stopped in to change clothes for dinner they were just coming by to clean and therefore couldn’t do it with us there. So the room didn’t even get cleaned. Paid all that for essentially no amenities.

Just stay...

Quiet industrial park location not far from the highway but no outside noise. The front desk staff was welcoming and helpful & we were able to check in early. Lobby is clean & attractively decorated, with many cozy seating areas, work stations, and a fireplace. Our room was comfortably furnished, if a little on the small side. It appeared clean, but the sliding glass door to the balcony desperately needed some attention with Windex. Also, my son found a stray sock & a dropped pill under the edge of his bed. The sink/vanity location separate from the toilet/shower was convenient for my son & I but the inner area needs a fan. Housekeeping came by daily & was attentive to our needs & requests. Clunking/banging from the adjacent room was quite annoying at times! I don't know if it's an issue of too thin walls, inconsiderate neighbors or both, but while lying in bed, the wall & headboard behind me would occasionally make a startling jolt with audible noise as if someone had slammed something shut that touches the other side of the wall. I could also hear drawers being pulled open on loud rollers then slammed shut. The pool & hot tub were a delight! Clean, comfortable temperature and well-stocked with towels any time we went to use them. The long hours of operation were appreciated! I would strongly prefer to see the seemingly underused multi-purpose Bistro/Starbucks/cocktail lounge traded for a complimentary breakfast buffet and 24/7 coffee service. I don't think I saw anyone having a meal there once during our entire visit, and at $10 plus per person for breakfast, I understand why. With the mini fridge in our room, we breakfasted ensuite. Would have also liked a small microwave in the room. Overall, a very pleasant stay, but next time will seek out accommodations with...