Best Western The Inn at Rochester Airport — Hotel in Town of Gates

My family and I have been traveling cross country visiting all the wonders the United States has to offer us. All of our nights have been spent at a best western hotel. We’ve had good experiences staying at this chain until tonight. We will be more hesitant to stay at this establishment because of the way we were so unfairly treated by the front desk attendant. I reserved two rooms over the phone and mentioned my daughter who is traveling with me had triple A card since best western offers a small discount for having it. She said it was no problem that she would honor the discount. Once we arrived, she greeted my daughter and I fairly pleasantly and once we gave her the triple A card info she proceeded to spring upon us a new policy we had never encountered before. She told us because the triple card was in my daughters name, we had to pay with either a card in her name or in cash. We told her we had never encountered this issue before and she said that it was not her fault that she was the only one doing her job correctly. We then asked for a manager and she said there was no managers available. We asked for her name and she said she didn’t have to give it to us and if we wanted to continue with our purchase without the discount or not. After being treated that way we said no and asked her if we would be charged a cancellation fee which she had no answer for. Because she was zero help we had to call customer service and explain the situation to them. We found out through them that the attendants name was Char and that she was wrong about her made up policy and was extremely “sorry” which I find hard to believe based on her attitude. The customer service representative told us we could Come back with the discount and everything would be fine, but this was after 35 minutes of being on the phone with corporate. I told her we were disappointed with the way the situation was handled and we were already at a different hotel. She then told us that she would go ahead and waive our cancellation fee. “Thank God super generous”. What was disappointing was they didn’t seem like they cared to lose our business, so because of this experience I will now be more hesitant to stay at this chain. There are plenty of other hotels that offer the same services for the same price. I wish this hotel luck with that type of customer service, they’ll be quick to lose more loyal customers. I wasn’t aware that being sarcastic and rude was part of their training program. If I could give this review no stars I would but unfortunately I have to...

I don't usually write review but I need to do this time because I just want to remind all the travellers to avoid this hotel. I stayed there for 3 nights with teen.

Location: It is bad. The area is abandoned. It is near Airport and I expected may not be quiet. But it is very noisy, no sound proof at all. The Airport operation hours is between 6am and 12am. The planes kept flying between this time. Fortunately, it is not a busy airport.

Facility: I think their main business is not hotel, it is Park and Fly. The parking is full of cars with the tags. Therefore, I cannot even find a spot close to the entrance. There was a thunderstorm in one day and cause the power outage. After power restored, there was no wifi and elevator. I understand it took time but it shouldn't take days. The elevator and wifi was still not restored when we left. I think there is no guest in the hotel, they were not bother to even fix it.

Room: Kind of clean but the tub is clogged. I need to turn off the shower every 2 minutes to let the water drain when I was showering. There are some mold on the ceiling.

Breakfast: I understand the egg so expensive but you cannot serve the sour boiled egg. I think the main reason is the same, no guest in the hotel. The fried egg is fake, no taste and texture like the flour. No yogurt and Bagel in one day and never refill. Hot water is not hot too.

Service: This is my best rating for this. The staff is...

It was our first time staying at Best Western and will be our absolutely last. I had the worst experience right from the get-go at the service desk while checking in.

To quickly summarize the details of the experience - we were visiting Rochester with another family friend who booked 2 rooms for each of our family to stay at BestWestern through Expedia. We were very excited and we had a 1 hour head start before our friends. We were really tired from our 4 hr long journey from Toronto to Rochester. We have a 6 months old infant and a 4-year-old boy with us. By the time we reached, it was 10:30 pm and our family friend was running 1.5 hr behind. Luckily, we had the email proof of reservation and she refused to check us in because she required the original purchaser to be present. We tried to work with her, provided her different options and she showed no empathy or any willingness to work with us.

We asked for her name to make a complaint and she refused it. She was rude and had no desire to problem solve nor help provide the best experience for their guest.  Later we found out her name was Shar. They all agree she was can be difficult to work with.  Having a personal like her, who does not have the skills/personality to represent the brand as the first interaction is absolutely bad for business.

Front desk attendant: Shar (3pm -11pm shift)

Check in details: May 17,...