Residence Inn by Marriott Rochester West/Greece — Hotel in Town of Greece

Be sure to read the policy about cleaning before you book. We've stayed here quite a few times over 20 years and were usually pleased. Last week we stayed and had many issues, one of which we'd have expected had we checked first - although we had no reason to suspect the policy had changed.

They don't clean guest rooms regularly anymore! We only learned after leaving, because we were confused about the lack of service. I believe the policy is now a full room clean only if you're staying a full week. Towels are allegedly changed every 2 days, although we were there 4 days and our towels were never changed - in fact our room was never entered by housekeeping. We saw several cleaning trolleys in the hallways daily but the only cleaners we saw were two housekeepers chatting on a couch in a guest room, twice.

We booked a king studio that was advertised as having a kitchen with oven/stove, fridge, dishwasher. Our email confirmation reiterated these amenities. Upon check-in we discovered we had a 2-burner cooktop only, not a full stove. We required a full freezer to store a large ice cream cake but didn't need an oven, so we didn't ask to change rooms. However when we started working on a pasta salad to take to a party, it was a full 40 minutes to boil water (with lid on pan) on the cooktop.

The shower temperature and pressure were fine but the shower head only had a few "streams" and was not adjustable. There is one towel bar on the shower door and one hook on the bathroom door. The bathroom sink was separate and had no towel bars at all. While we don't mind re-using towels for a few days, the lack of hanging space was an annoyance. We had to sacrifice clothing hangers to dry our towels. Lighting in the separate bathroom areas was dim even in daylight with the curtains open.

The king mattress was acceptable although not like home; it was on the firmer side (fine with us) and not lumpy or saggy. No memory foam or pillow top. The bed pillows were awful - thick foam that your head didn't sink into, as well as lumpy. The couch, which can be converted to a sleeper, was hard as a rock for seating, and we didn't use it as a bed. No extra bedding or pillows were provided but could presumably be requested. There was a desk which was spacious and useful as one of us had to work on a laptop and attend online meetings. There were enough outlets but we had to move some furniture to access some. Free wifi was reliable. The TV worked fine and we were able to log into our own streaming services. Don't forget to log out before you leave!

The breakfast buffet was the usual simple deal, parking was plentiful, our room was peaceful even though somewhat near the elevator, probably because the hotel was not heavily occupied.

The outdoor courtyard would've been nice to read or chat but there were cigarette butts everywhere (no ashtrays, not sure if smoking was allowed or not). We didn't use the gym or pool.

The other major issue we experienced was when we came inside through a side door (not front entrance) while unloading our luggage from the car, we found a printed sign stating that the water would be shutoff the next day from 8am to 8pm. We had already checked in at the front desk and were not told this important info. That evening we filled our cooler and several pots with water so we could flush the toilet etc. The next morning the water was still working at 9am, and an employee in the hall told us the shutoff was postponed. Again no communication other than happenstance.

This location is convenient for our occasional visits to family in the area, and dining, gas, shopping, and other services are easily accessed nearby. We will probably stay there again in the future mainly because we usually need the kitchen amenities. However this is not necessarily a...

Avoid. Avoid. Avoid.

When you think of Marriott a few things come to mind, most of which are good. As such, when looking for a hotel, you look for something familiar, somewhere with order and structure. You would expect Marriotts to adhere to company standards across the board. Independently owned or not, the building says Marriott; correct? Much to the same extent with any other franchises.

Picture this. You drive 8 hours, are beyond excited to start your weekend and most of all get out of thr car! There we were, at the front desk and that's when it started. Per company guidelines, they are to take a $250 room waiver (as most hotels do) when you check in. It should have been a red flag right there and then when they didn't even request an ID or card. Front desk associate asked me my name and provided me key cards. We then bounced around the lobby for a bit, trying to get our bearings, all while the desk associates talked while on there cell phones.

Upon finding our room, we were greeted to what I woule consider deplorable conditions on a "cleaned" room. I could have let the hand prints go on the mirrors, or dog fur clumped in every corner or even the wet spots on the couch. What did it for me was the full face of makeup that rubbed off on the "clean" sheets and pillows. Upon further investigation we found some sort of brownish/red fluid sprayed all over the bathroom, including on the toliet and toliet paper.

I'm sorry, but we are maybe a year removed from COVID and this is how they clean?...

Anyways, I went immediately down stairs, expressed my concerns at the front desk, who seemed confused as though I was making this up. After a barrage of questions and explaining I didn't want anything for free, but rather just a clean room, I was eventually provided my request.

After walking into room 1, I didn't have extraordinarily high hopes, but expected at least the room to be "clean". Unfortunately, the second room we were provided was worse then room one. Same issues, only this time, throw in a vehicle ashtray smell and some real pungent body odor... Yes, it was horrible.

I immediately did an about face, heading not in the direction of the desk, but rather my car to call corporate Marriott (as there name is on the side of the building.)

I explained by dissatisfaction with the cleanliness of the hotel after 2 filthy rooms. I again made it known, I want trying to get anything for free, but rather just get my reservation canceled and switched to a different Marriott... Again, going on many prior stays in different hotels.

After a half hour of explaining everything to them, I was then told they can not help me, as I booked through a 3rd party....

... Excuse me?...

After I listened to this supervisor explain some nonsense for 5 minutes, I had a simple question for her.. "Do you work for Marriott?", I asked. She stated yes. I asked her if thr building said Marriott on the side, she again said yes...

.. Which eventually resulted in this explanation to said person. "IF I BUY A CHEVY FROM DEALER A AND THEN AM TOLD AT DEALER B THEY CAN NOT SERVICE MY VEHICLE BECAUSE OF WHERE I BOUGHT IT."

That does not happen right?

Wrong, Marriott basically told me it's not there issue and to contact Expedia.

That was it. It was at that very moment all respect was lost for Marriott.

I spent the next 45 min on the phone with Expedia, who canceled my reservation, set me up with a Hilton property near by, and credited me $100. I did not ask for a credit and infact paid another $183 for the new property, to ensure this did not happen again.

Absolute worst and I mean WORST customer service I have experienced.

Avoid this hotel and if you can, all Marriotts.

It seems cleanliness ranks even lower on there list then...

From the moment I walked into the Hotel there were issues. I reserved 2 King Studio suites with a 3 pm check-in, neither room was ready at 3 pm. At 3:20 the first room was ready and the second room was not ready until 4:25 PM. At the time I was checking in for the second room, I was told to swipe my card again and informed it was refused as a duplicate transaction. I then check my account and noticed I was already charged for both rooms. The clerk could not explain why that was, she just stated I needed to swipe again for the second reservation. I showed her I had already been charged double for both rooms and she still couldn't articulate that there was an extra charge on the weekends, which was then told to me by a second clerk who came from the back. I wasn't informed of this nor was I given any forms to sign regarding this policy (at which time I see other forms signed by other guest just sitting on the counter for all to read). So at this point I am being told it is a $100 additional hold when in fact my card was charged double the amount of the room cost which was MORE than the 100$ hold. Now, I called the hotel before reserving the rooms to find out if the pool was open and was informed yes with no other restrictions were told to me, neither was the additional weekend $100 fee. At check-in I was asked if I would like to reserve a time for the pool, at which time I expressed shock and proceeded to reserve two time slots for both rooms total of 8 Guest (4 per room). While in the pool we were harassed by other guest at the hotel who were trying to get into the pool area during our time block. Then on 3 occasions the hotel staff came into the pool area counting our guest, claiming we were to only have 6 guest per room total (how is that possible if both parties were a family of 4) meanwhile the hotel Manager Lori Phillips was trying to let in another family of FOUR into our pool reservation stating only 10 people where allowed in the pool- meanwhile we were already a party of 8. Do the math. She was rude, snarky and argumentative. She then proceeded to send other staff in to reiterate the same conversations we had just had. During our stay the hallways on both room floors smelled like Marijuana, when going outside after dark the parking lot was swarmed with cars, people and loud music as if it were a night club scene. There was also broken glass all in the parking lot as if bottles had been broken. At check out when I stressed all my concerns to the morning clerk, she stated the hotel was owned by E.J. Del Monte and I could look up how to contact his office and make a formal complaint. Just completely discussed by the entire experience. In the future, I will take my...