Best Western Rochester Marketplace Inn — Hotel in Town of Henrietta

I stayed at the Best Western Rochester Marketplace Inn on Thursday June 12, 2025. I checked in just after midnight after spending the evening at Strong Memorial Hospital, where my husband was suffering from severe and complex ongoing medical issues. I hadn’t slept in over 72 hours and desperately needed just a few hours of quiet rest before heading back in the morning for his procedure.||Check-in went smoothly, and the front desk employee was kind and professional. I placed the “Do Not Disturb” marker on the door — as I was traveling alone and wanted privacy — and went straight to bed after washing up. I didn’t even use the shower. I was there to rest, not to vacation. Unfortunately, rest is exactly what I didn’t get.||Between 8:00 and 8:40 a.m., I was disturbed four separate times:| 1. A knock from housekeeping shortly after 8:00 a.m.| 2. A missed call to my room around 8:10 a.m., that ended before I could answer it| 3. Another call around 8:20 a.m. asking when and what time, and with whom I had checked in — as if my stay was somehow in question.| 4. And finally, at 8:40 a.m., a call asking when I’d be leaving( Literally she said “sorry to bother you again but when are you leaving?”) followed by a comment that they “had others coming at 12 and needed to clean the room.”||I asked “What time is check out?” thinking maybe I had misread the 11 AM check out time. Nope, it’s 11:00 AM.||I filed my complaint within hours of checking out on June 13, and I was told I’d receive a call back within 48 hours. That call never came. So on June 23, I followed up myself and spoke to a representative named Tanner.||To be clear, something had been done with my ticket — but no one ever contacted me as promised. Tanner told me that the Rochester location had reviewed the situation, issued an apology for any distress I may have experienced, and said the staff member involved would be required to complete additional training. However, they also falsely claimed I was given a late checkout — which I corrected immediately. Mind you, I left at 9:40 a.m., which I can prove with Life360 timestamp data. So when I followed up on my complaint and was told I had been “allowed to stay late,” I was instantly defeated — because that’s simply not true. ||During that call, Tanner asked how I’d like the issue resolved, and I said clearly:||“I’d like a refund. I was there eight hours. I was treated like I had done something wrong despite being a paying guest.” He asked if I felt rushed to leave. I said “after three phone calls within thirty minutes, a statement about having others coming needing the room cleaned, and the blatant ‘when are you leaving’ question, wouldn’t you?”||He submitted that response to the Rochester manager and said I would hear back within five business days. I verified both my phone number and email address. That was the last I heard. No one followed up.||I’ve also now submitted a detailed customer satisfaction survey through Best Western’s system, including my case number CR1039951, but given the total lack of follow-up to date, I don’t expect much.||At this point, I’ve shared my experience publicly on TikTok, where it’s continuing to gain traction (currently at over 25,000 views). I will continue to share this until it is made right. Guests deserve honesty, peace, and accountability. I’ve received none of those...

Think twice before booking here, I know the cheap price can be tempting but unless you’re okay with aggressive neighbours, arrogant staff with no care for your safety and risk being thrown out on the street with no warning then I would suggest spending the extra money elsewhere.

My friends and I were visiting from Canada to see a show. We arrived at 3:00pm and were out of the room until about 10:00pm. We spent about 30 min in our room from 10:15pm - 10:45pm, we had a few drinks and were talking, laughing, typical things you would expect people to do in a hotel room.

We were met with a very scary encounter from our neighbours who banged on our door, and proceeded to push their way into our room demanding that we were quiet or else. They continued to harass us, and each time we calmly told them to call management as we feared for our safety if we continued to open our door for them. We thought management would be more calm and level headed, and a safer option than an angry stranger. We were wrong.

The supervisor named Matthew arrived at our door and advises us there were some complaints. We immediately apologized and explained that we were just talking and that we are about to leave to go out. We also tried to explain that the neighbours pushed their way into our room and were aggressive towards us, although he did not care at all of what we had to say. He also pushed his way into our hotel room, not even asking if he can come in, and immediately said “hm this isn’t going to work.” Confused, we asked what the problem was and his response was “you guys are being rude, and loud and you need to leave.” Again, we tried to explain that this is only our first warning, we are leaving and we would quiet down when we are back. He got very agitated, and was visibly shaking with anger, and didn’t even try to communicate his logic or reasoning with having us kicked out. He then shouted “that’s it, I am calling the cops!” And stormed out of our room. Stunned, we began to pack our belongings. when the cops arrived they listened to us, and made us feel heard. They advised us that this happens all the time at this hotel, we did not do anything wrong and to speak to head office of the hotel.

it was quiet pathetic to see how poorly Matthew the supervisor handled this situation. As a manger myself, I would think you should be able to communicate clearly, keep a calm demeanour and listen to both sides of a story before making such a rash decision. It seemed like he just wanted to be right and had a power trip over us.

Not only that but you would also think a hotel would prioritize the safety of your guests. my safety was totally disregard as he allowed for such aggressive guests to behave as they did. I was genuinely scared each time they came to our door.

Disgusting management and service, will not be staying at any best western again or ever recommending them, as Matthew did such a poor job representing...

Matthew Intini (general manager) takes your deposit and will remove you from the property with no refund. We were there less than an hour. He stated he is the owner and can do whatever he wants. The staff informed me to bring my family through the front doors because the back doors, closest to the room, did not work. I then witnessed a caucasian family entering the same doors she just said didn’t work. They stated a guest (white man) next door to our room called to say he was trying to sleep (it was the weekend) and our room needed to be quiet. It was my daughters birthday… i told the girls to keep it down n I left to grab more food n things for us. I got a call before I could get back stating Matthew and three other workers went to the room after I’d left to speak with my daughter (soooo inappropriate) and to inform her thatWe need to leave. We hadn’t been there an hour. The room was never used. The beds were still made. I told him I’d leave and didn’t want to argue but please report my money. He said no and told me that was his building and he could do what he wanted (all of this over the phone while I was frantically leaving the grocery store). By the time I’d arrived they stated Matthew was not on the premises anymore and they could not refund my money. Jim (front desk employee) stated my children were good kids and the decision was not his. I called corporate who had no information for me and stated the most they could do was send a complaint...to Matthew Intini. They kept our money and trust. I can’t believe this happened to me. The absolute WORSE hotel I’ve ever been too. DO NOT GO TO THIS HOTEL!!!! Buyer beware. If you are of color do not go to this location. The police stated (after i called them for assistance retrieving my money) that they receive a lot of calls for this location…from people of my color and for the same reason. They know this and will still act as Matthew Intinis henchmen. Racism is alive and well and it burns at this location. Do not reside here if you are non white. They’ll find a reason to eject you from the room you’ve paid for and keep your money. Matthew Intini will also let you know he is the owner of that establishment and you can call whoever you’d like. You will receive no refund. No apology. No respect. We did absolutely nothing wrong and had been there approximately 1hr or less. We walked in ‘too dark’. Please beware and please, I beg, leave a review if you’re of color and have experienced this issue. People need to know about...