Motel 6 Rochester, NY - Airport — Hotel in Town of Gates

Please don’t stay here, I booked my fiancé here for one night while he waited to get into a better option. He said he should have known it was a bad choice once he saw all of the drugged out people outside but still wanted to give it a chance because the front desk seemed nice. Fast forward to night, someone broke into his room and stole his hat and wallet and placed a little plastic red soccer ball in its place. We sleep on FaceTime since he’s so far away and whoever it was turned the phone over while in his room and did what he needed. When he woke up and realized it was gone, he immediately went to front desk where he was informed that he would need to file a police report and it was probably useless for police to come since they have to have a manager to access the footage. I call and speak to the same man who informs me that he would check the footage (4 hours worth) and apparently did so within 5 seconds because he instantly told me he didn’t see anything out of the ordinary. From Friday morning to Saturday evening I had talked to 3 different workers trying to get an explaination as to how this was possible for someone to enter when he had both of his room keys. I was informed that sometimes if a key card is in a wallet it can demagnetize and keep a door unlocked (which if this is actually true should be informed at check in which it was not) or even the first guy we talked to said sometimes house keepers go in at random hours to clean. Three workers later and still no answer and was denied speaking to a manager, the third worker finally gave me a number to call but said “good luck it’s hard to get in touch”. From Friday morning until mid Monday I had now called the hotel 5 times and the manager twice and finally was able to speak with him. He, Raul or however you spell it, said they reviewed footage and never saw anyone enter. Never gave a reason as to why he never reached back out. Then tried to make me out to be a liar when I stated none of his colleagues were helpful. He said the first person we talked to informed us he reviewed cameras and didn’t see anything (which he told me he did after checking for a few seconds) but said he told it to my fiancé which was not the case. I was on FaceTime with him each interaction and heard everything and the manager swore I was never on the phone with him and they had audio of all interactions but of course they can’t play the audio with you he just kept saying “well three way a call with your fiancé just three way a call” as if we hadn’t already talked about how unprofessional this establishment is. When I brought up it had to be a worker, he of course denied it saying only the security guard worked nights (which isn’t what the first guy told us) and that my fiancé probably dropped a card. He did inform me there are NO ROOM number on the card so how is it possible the person who apparently found it knew it was to his room? When asked about if anyone went door to door “their cameras aren’t always in filming mode they only pick up motion” but I would think someone trying to find a room with a random card would be plenty of motion to be picked up somewhere. This whole establishment and especially the manager are jokes. Pay the extra money and go...

So this review is exclusively for their AIRPORT PARKING. I have never stayed at this motel nor would I ever anyway. But I use this place to park my car & get shuttle service to & from the airport. I’m from NYC & I find it more convenient to just drive than Uber here as Rochester is very very small city-& their Uber services are not as reliable as they are so new- maybe just 3yrs old. So with some of the late flight returns or departures it’s better to drive, park & shuttle to the airport. So I parked here for a trip overseas in the last week & on my return I found my car was RANSACKED! Thankfully I don’t keep any valuables in the car but everything was turned inside out, things from my console & dashboard, all tossed to the car floor mats with some of my small change money (that I don’t care for) taken from my console area. When I called the front desk to notify them- the lady I spoke to was so nonchalant about the whole situation- it was almost like she knew what was going on. So I called the next day & informed the person working of this concern. I asked for a manager & was informed there was no manager at the time & that there are NO CAMERAS in the building/rear. I landed late when I came to pick up my car. The rear of this motel is PITCH BLACK DARKNESS at night & the front is no better either!! It is very concerning. & Since I saw other cars parked along the rear (it’s the area designated for those parking for shuttle service to the airport), I think this is an issue that management needs to address. I don’t & didn’t want anything from this motel but reported this to ensure the issue is addressed; being that people PAY FOR PARKING here & I get that we do it at our own risk & the motel bears no liability, it is not so much to ask to keep the rear & the front of the motel WELL-LIT & also HAVE CAMERAS. Cameras & lighting are so cheap now even if you wanted a Walmart brand- for a small fraction of what I paid for parking you can get some lights at Walmart, even at a dollar store & the other half a decent working camera from Walmart installed. Be courteous to people who pay & park here & offer some social responsibility of being at least concerned. Because of this ransacking incident, this is no longer just a THEFT ISSUE/CONCERN but also a SAFETY ISSUE!! What is management going to do...

They only updated just enough to trap you into booking. I was forced to consider staying at this motel due to a plumbing issue at home and my property management booking for me. They painted the outside, and keep the lobby scented and decorated. But the room was atrocious. The room floors are updated to a wood-designed tile so the photos online are promising, but everything else is awful. So many different and disgusting smells throughout the maze-like halls. Signage isn’t clear enough. The service was unhelpful. They lied about check-in time. There is a disconnect between 1) what’s offered when booking online vs in person in terms of military and aarp discounts or the room selected being smokers vs nonsmokers, 2) paying online vs in person in terms of them claiming it’s “not paid for” but then saying they’re “canceling” the payment and taking a new form, and 3) confirmation of booking online vs in person because they were booked past capacity and denying folks who had fully booked a reservation and had a confirmation number. This was all while I was waiting in line. The surrounding neighborhood isn’t the worst and it is close to the airport, and a central location to get you to different areas in and around Rochester, HOWEVER this strip isn’t the safest. Liquor store next door, corner convenience store just past that. EDIT: My girlfriend also noticed there was no shower curtain in our bathroom, there was a sketchy door with no deadbolt next to the tv, possibly a connecting room door, nobody mentioned the rooms being connected. We didn’t sit around and find out. We physically did not stay there. Who knows what else we would have experienced, because on the day we returned to “check out” from the room we didn’t spend more than 2 minutes in, waiting in line there was a random loose black cat walking around upstairs....