Comfort Suites Rochester Henrietta University Area — Hotel in Town of Henrietta

Me and my family stayed at the Comfort Suites for 3 nights at the beginning of August. I rated this hotel 3 stars as there were some really great things but then some kind of silly (easily fixed) bad things.

First check in was easy. The gentleman who checked me in was polite and let me know about breakfast times and location. He answered my questions quickly and easily. (I.e. pool hours, elevator location, best parking location for our room). The keys were packed in a homemade envelope (a large letter envelope cut down and stapled together.) with the room number crudely printed on it. It did the job but something that can easily be ordered from a professional printer.

We got up to our room without issue. The room was as described. king size bed, pull out couch. Fridge and Microwave. About the room itself, there was only 4 decaf coffee given, I would have appreciated some regular along with decaf. I had booked the room for 4 people, but only 2 bath towels were provided. I also had to call down for sheets for the pull out couch as there was none on the bed or hiding in any drawers/closets. When I called down the gentleman was great, said not a problem and arrived at our door with sheets shortly after. BUT those sheets should have been in our room already, they knew more than 2 people were arriving. When we opened the pull out couch my husband almost fainted (he still talks about the mattress almost 3 weeks later.) There was a HUGE blood (?) or other bodily fluid stain on one side and a small but still quite large brown/yellow stain on the other side. either side of the bed my kids slept on was questionable. It 100% should have been replaced and a mattress protector should always be used. Super gross and off putting.

Breakfast was great, my kids enjoyed their waffles and/or cereal in the mornings. The first two mornings everything was stocked well. The third morning we were lacking on a lot of items. No pastries, no yogurt. and no coffee!!!! There was a guy starting to make a fresh pot but he wasn't finished by the time we were heading back upstairs. I came down about 20 minutes later in search of coffee but the jug was again (still?) empty. I also noticed not a single fruit as a potential breakfast option...maybe a bowl of that would be nice.

The pool, my kids had a great time swimming. The deck is dangerously slippery when wet. I really appreciated the accessibility lift provided for those that need it. Thats a great option to have for your guests! Day 1 there were plenty of towels in the pool area. Day 2, I needed to go ask at the desk but a gentleman brought some in for me while we were in the pool so that was great. Day 3, I needed to ask again but was told there was not a single dry towel in the place. He suggested I use the towels from my room, I informed him they only provided two and both were used for our 4 guests. I asked if we were to just drip our way back up to our room and he said yes.

The morning of day 3 we received a phone call just after 8. We were all sleeping, including our little kids, so that sucked. They said our card didn't work and needed payment. I said oh ok, my husband will come down. He gets there and they say there are two cards on file and wanted to know which one to use. A conversation I had upon check in... and a conversation that could happen upon check out. no need to wake us all up on our last day of vacation.

The fire alarm went off on one of the nights. around 11pm. No fault of the hotel staff, there was someone very obviously smoking weed in their rooms and set them off. Not a single staff came to talk the crowd of us waiting outside in our PJs. To say it was safe to go back in or not. Left all of us to figure it out.

So overall, the room was what we needed for our family. It provided enough room for us to sleep. it was within comfortable driving distance of the Strong museum (our reason for visiting Rochester) and the staff were all polite. BUT there is a lot of room for improvement. And with things that could have easily...

Pulling up to the Comfort Suites in Rochester, I was immediately struck by the stunning architecture—every window permanently fogged over as if the hotel had decided that "clear views" were overrated. The reason? Every window seal was broken, creating a charming, perpetual haze. I knew I was in for a stay like no other.||||As we approached the entrance, we were welcomed by a gentleman in a beanie putting out what I naively thought was a cigarette. A few steps closer, and the pungent aroma corrected me: this was clearly something a bit more... recreational. He quickly dashed inside, presumably to freshen up before his next "business meeting."||||Check-in was an exercise in minimalism—just me, the front desk clerk, and an awkward silence. A sign at the desk read, “Due to supply chain issues, towels are on a first-come, first-serve basis.” A wonderful policy, especially when you are here for a hockey tournament and need towels almost as much as you need oxygen.||||Things were already feeling dicey, but we pressed on, only to encounter our next delightful feature: the lone luggage cart with a flat tire. Pushing this hobbled beast down the hallway was like participating in an amateur strongman competition. As we made our way to the room, we noticed a peculiar aroma wafting through the first floor. It was not quite musty, not quite medicinal—it was the hotel's own signature scent.||||Opening the door to our room was like stepping into a different climate zone. It was a brisk 50 degrees, with the air conditioner blasting and the window wide open, presumably to let that fresh Rochester air circulate... or maybe to fumigate whatever happened in there previously. The room smelled like it had recently hosted a small campfire—or possibly a small crime scene.||||I began unpacking and promptly tripped over what can only be described as a floor that had seen better days. It felt like walking on the surface of the moon, complete with holes and mysterious dips under the carpet. I was trying to navigate this treacherous terrain when I spotted a black bug making itself at home. At that point, I wondered if the room came with bed bugs as an added amenity.||||We had no choice but to stay because this was a “stay to play” tournament, and the threat of our team’s disqualification loomed over every bug and floor hole. So, we sucked it up, even though the smell was busy sucking the life out of us.||||After grabbing dinner (and a deep breath of fresh air), we returned to the room to find our towel count was exactly zero. The front desk begrudgingly provided us with two towels and a couple of washcloths, as though they were doing us a favor. We settled in for a cozy night of trying to balance the room temperature between “arctic blast” and “volcanic inferno.” Our son, assigned to the pull-out bed with no blankets, improvised by wrapping himself in our Instacarted towels like a shivering burrito. ||||We woke up groggy, with lungs that felt like they had been marinating overnight in a mixture of mold and despair. Breakfast was the perfect ending: expired yogurt and bananas that had seen better decades. After speaking with teammates who had opted to flee the hotel entirely, we got permission from the tournament to relocate. ||||I checked out, still coughing, and was charged full price for both nights of misery. We fled to the nearest Marriott, where we were greeted with smiles, soft towels, and air that did not feel toxic. I left the Comfort Suites with the stench burned into my nostrils and my wallet feeling violated. Would I stay there again? Only if they pay me. A lot. No, scratch that, no money in the world is with...

Comfort Suites Rochester

My family and I stayed at the Comfort Suites Rochester Henrietta University Area (​​2085 Hylan Dr, Rochester, NY 14623, United States) from June 28-30th for the 33rd Annual Cobras FC Summer Classic & College Showcase. We were told that we HAD to stay at this hotel and that our bookings would be made through Pellucid Travel and ARN - Alliance Reservation Network. We were charged $149US/per night. I really didn’t think twice about this until I arrived at the location and found that it was in complete disarray. The night front desk clerk was polite and gave us the keys to room 215 and 217. I asked for the pull out beds to be turned down and he informed me that all the bedding was in the room and I could do it myself. Upon arrival to the rooms, we were greeted with a foul smell which we had to buy room spray to cover. They had pumped the A/C for 65 likely in hopes of masking the smell. When I proceeded to prepare the pullout sofa for my kids, I discovered that there wasn’t any bedding available in the room and that we would have to go to the front desk to pick it up ourselves because nobody answered when we called to request it. The pullout sofa bed was full of crumbs from previous guests but given the service to this point, I was confident nobody was going to vacuum it up. After a very uncomfortable night's sleep, we woke up to find a cockroach on our floor. I reported it to the housekeeper who then asked me to report it to the housekeeping manager. The housekeeping manager told me that she would report it to some sort of Eco Service but nothing more was said to me. I thought about going down to request a different room but there was a sign at the front desk indicating that the hotel was sold out so I didn’t think there was a chance of being moved. Additionally, the front desk had given away my friend’s room the night before. Changing rooms didn’t seem to be an option. Our best choice was to try to make the best of the situation and help our kids have a fun experience with their friends. I went to check out on Sunday morning and found out that the front desk manager had changed my room number on my file and put the room I had just slept in “out of order”. I asked why nobody informed me that I was able to move to the new room and he indicated that he had come to my room to tell me but that I was out so it wasn’t his fault that I didn’t know. He suggested that he had called my phone number but I didn’t have any voicemail asking me to visit the Front Desk when I return to the hotel. I asked why there wasn’t a note put on my door requesting that we come to the front desk upon our return and he became rude and told me that it was my responsibility to come to the front desk to ask. He fully indicated to me and my family that we should have done more than report it to the housekeeping staff and that he was not responsible for the fact that I wasn’t in my room when he came to talk to me. Once we left the Hotel, I called Highgate complaints to discuss the matter and have not received a call back yet. I discourage anyone from using any of these organizations because they do not service their customers well. The organizers of the soccer showcase have inflated the price of this hotel and clearly do not vet them before they offer them as good accommodations. Please do not stay at this hotel, the front desk manager is beyond rude and needs significant training in customer service. Just because a hotel isn’t a 5 star hotel doesn’t mean that the guests should be treated poorly, a little human decency can...