Fairfield Inn Rochester Henrietta/University Area — Hotel in Town of Henrietta

We are Lifetime Platinum members with Marriott, which is not a status that comes from a paid upgrade—it’s earned after years of consistent loyalty. One of the key benefits is a guaranteed late checkout up to 4 PM at all non-resort/non-convention hotels. When we checked in yesterday, we requested a 3 PM late checkout and were told it was confirmed.

Despite that, housekeeping knocked on our door at 8:30 AM trying to enter, long before even the standard 12 PM checkout. Then, the front desk informed us we must leave by noon because the hotel is sold out. This is a direct violation of Marriott’s published policy. Customer service at Marriott corporate even contacted the hotel to remind them they were required to honor it, but management still refused. We then found that our key cards had been disabled around 9:30 am despite having not checked out of the hotel and furthermore found plenty of rooms available on their website despite being told they were sold out. It’s extremely disappointing and disrespectful to loyal guests.

Beyond the policy issue, our stay has been disappointing in other ways:

• Rude hotel staff: When bringing this matter to the attention of both the representative working at the front desk and supervisor consistently wouldn’t allow us to finish sentences, interrupting constantly so we wouldn’t be allowed to speak. This didn’t happen just one time in conversation, it was every single sentence with both the front desk, representative and later, their supervisor.

• Bathroom cleanliness: The bathroom floor had sticky residue spots that had clearly not been cleaned.

• Room amenities not stocked: There were no cups provided for the coffee machine.

• Unsanitary hairdryer: The hairdryer was fully covered in sticky, grimy residue—there is no way to hold it without your hands sticking to it.

• EV charger unreliable: We specifically booked this property because it offered EV charging. We plugged in overnight, but the charger shut off at midnight without explanation. Now we’re left with a long drive and an uncharged car.

Each of these things individually seems so small and wouldn’t normally be a big deal at all. However, between the disregard for Marriott’s guaranteed benefits, lack of cleanliness, missing amenities, and unreliable facilities, this has been one of the worst hotel experiences we’ve had in years of travel. We will be escalating this to Marriott corporate, but future guests should be aware of what they may...

I wish I could give this place a better rating , but being treated like garbage by Hazel, the front desk person, makes that impossible.

On the plus side, this is a terrific location for a fair price. It’s an older building with smaller rooms and bathrooms, but it’s been remodeled within recent memory and is clean and nice enough.

After reading other reviews prior to visiting, we were excited about the bananas and pears that would allegedly be available. However, nary a single piece of fresh fruit was to be found.

Although admittedly cranky after several days out in the wilderness without showers or amenities—and a very long drive that day— I was nonplussed by the rudeness I encountered upon returning to the front desk shortly after checking in. With four of us all desperate to shower, we were bummed to discover only a single towel in our bathroom. There were no normal washcloths, either—only the larger hand drying towels.

Thinking it was no big deal, I went back down to ask for these very basic supplies. The front desk was abandoned. Hazel was out front smoking somewhere. Annoyed, I messed with the front desk phone, causing it to ring incessantly.

At long last, Hazel returned from outside. She was clearly miffed to have been interrupted and proceeded to interrogate me when I said we only had one towel. “Are you sure?” she asked, with a very rude attitude.

Uh, yes, I am sure. I can count.

After some back and forth, she finally deigned to go grab what I needed— took her all of two seconds. So why the big attitude?

Please find someone else to do this job, or at least implore them to be a bit more understanding.

Other than that unpleasant encounter, everything else was pretty good. They definitely skimp on a lot here, but it...

I will try to sum this up as short as I can. I was greeted by a friendly and helpful woman working at the front desk upon check-in. That was the only positive thing I can say. First impressions were getting into the elevator & noticing a gouge in the floor that was partially covered by a rug & the elevator seeming to have a hard time closing at first. From that point on, I took the stairs near the emergency exits. Upon walking into the room I could only think "wow..this is tiny". I booked a one room with a king bed. The bed took up a great majority of the room. The pictures I have uploaded of the bathroom say it all. The door opens & is approximately 1 inch from hitting the toilet. You basically needed to contort your body around the door, countertop, and toilet to get into the bathroom. The bottom of the shower was dirty. Each and every day the white pillows put on the bed were stained. The final night, I discovered a bug crawling on my bed. I am not saying it was a bed bug, because it certainly was not. Nonetheless, That did not sit well with me while trying to sleep that night. Even the iron was unacceptable. While ironing (it was one that you would hit the button and retracts the cord back inside) it would self retract on its own causing the iron to yank back in my hand. Also the iron handle itself became unusually hot while in use. I will NEVER...