Holiday Inn & Suites Rochester - Marketplace by IHG — Hotel in Town of Henrietta

I have been staying at this hotel almost a year regularly for my college student. Started staying in Aug 2023 and had what will be my final stay in August 2024. I’ve stayed so much I had basically become a platinum elite is just over a year. |My visit in May 2024 was by far one of the best experiences I’ve ever had at a hotel. However, when I returned in July 2024 it was clear things had changed. There were several room issues that were reported to the front desk that I almost felt bad having to report them. The biggest things were a leaky shower head that we had to put towels under as to not hear it constantly leaking and our room being across from the laundry room which at 6:00AM every morning it sounded like a big party was going on in there. They left the doors opened to the room and were exceptionally loud. Of note this was the king bedroom suite so really the biggest room they offer and probably should not of been placed in that location. |But my most recent visit to this location in August 2024 was beyond acceptable from the moment we arrived till the moment we left. The woman at the front desk was far from friendly, rude and had no clue what she was doing. |I extended my trip by a day due to necessity and she swore up and down that this would not be an issue and it would be noted that we were occupying the room and extra night. Starting at 10:30 AM housekeeping started coming into the room and waking up my daughter who was just exhausted from having to move furniture up stairs to her new living space. She had some help but due to medical issues I could not do much. However even before that at 7:30ish there was a horrible noise of what was house keeping banging their carts around to get through a single width door. This resulted in a hotel guest thinking it was my room making the noise and calling us. We were sleeping so between the noise and call it woke us up. |So I asked to speak to the manager to complain about the issues and I had to wait 15 minutes for him to even come out. He was inattentive and seemed like I was an inconvenience to him. He said he would investigate. I also reported that our key card worked to get into our room but not the outside door so I thought they should look into it. They just gave us new cards that had the same issue. |Unfortunately, I had to go to housekeeping that day to ask for extra toilet paper. They only gave us 1 roll when we checked in. She had no idea what I was asking for so I finally found it on her cart and pointed to it and she gave it to me. There is no way to communicate what a room needs unless they clean it everyday which they have the save the planet kind of policy so they don’t clean everyday. Which I am not bothered by but would be nice to of had 2 rolls to start. Also given we were in a 2 queen bed room we should have had extra towels and did not to start with. |That night I spoke again to the same front office staff about how I wanted a noon check out my final day. Again she said it was all set and would not be an issue. Because I didn’t trust her from the prior issues I spoke to another front deer person who said there was no information on this and I was not scheduled for a late check out. |Basically put, this hotel has had complete turnover since May 2024 and not good in anyway. The staff have not been trained or bothered to be trained. |The only reason why I’m giving it a 1 star is that the chef and one bartender at the restaurant are fabulous and worth the visit to the hotel restaurant only. |I called Visions hotels who own this hotel and discussed my experience being told a regional manager would reach out to me. That was over a week ago and still nothing. |Overall, I am disappointed by the direction and communication this hotel has gone and now need to find a different place to stay when I go out there that will most likely be further away from where I want to be. |If you stayed here on or before May 2024 and had a positive experience just know it is no longer the same and the new manager, Todd, is ineffective, rude and obviously has no skills to be in the role he has and neither do those at...

Filthy, unkept, rude employees, careless attitudes towards guests! Upon checking in I delt with an elderly gentleman and I use this word lightly as he obviously was sick and just continued to blow his nose on his rag the entire time after which he gave me my cards, but not before waiting at least 30 minutes while he looked for his password as he was locked out of his computer. I then had to ask him if he could please add this stay to my rewards card. Upon entering our 1st room the temperature was soo cold I that I tried to turn the heat on , then that would not turn off so I had to call the front desk in which I had to actually explain what the auto buttons on the heat and AC were for and why they were broke. MInd you I am telling this to their own employees. And then once they understood it was broke we were then moved to room 2. This room had recently experienced a HUGE leak through the bathroom sealing for the entire world to see!! But that was not as bad as walking across the carpet to which your feet quite literally stuck to the floor!!! The housekeeping manager came down took one look and said '"o wow that is dirty isn't it" yes I'm serious!!! The pool is apparently always freezing and the staff could care less!! When a few people inquired about how cold it was "Well that's as warm as it gets" was the response from the employees"

Each and every parent and child were literally blue upon exiting the ice cold water. And with a lack of a hot tub it was hard to get warm. The pool locks are still broke (an employee told me) so you have to call down and wait just to be let in and then you will promptly want to leave as their are ice cubes in the pool! There was snow outside on the ground yet there were lines of marching red ants on the ground in the pool area. You will want to take a very hot shower after exit from the Artic ice dip, however you will be disappointed as your shower in your room will be lukewarm at best. The night front desk person is the only one in the place getting any sleep since when you call down to let him know that all night long there's a bunch of drunk kids running up and down the halls, it takes him several calls to even answer!! Do not purchase the option of breakfast as they are lacking even the most basic of items such as milk for your cereal or yogurt in the fruit bar or fruits in the fruit bar, yes I'm serious! I stated before that I felt this was an independently operated hotel and the person who owns this either does not have the funds to maintain it or simply does not care. Each and every guest that I had also talked to that weekend also had the same experience. One couple even said to me that there was fecal matter in the tolight upon...

I stayed at the Holiday Inn & Suites Rochester - Marketplace. I checked in on Monday night and was invited to a nice offering of food and drinks. Also was told breakfast is included each morning. Tuesday morning I went to the breakfast room and got my food and returned to my room without issue. This morning I went for breakfast and then went to leave the a young lady by the door said that it was against the law for me to leave with my food. I challenged her and asked it's a law that I can not take my breakfast to my room? She said yes, I said but yesterday I got my food and went to my room. She said they should have stopped you. Please note there was no one anywhere yesterday morning. I asked her if the hotel manager was here, she said yes over there and pointed to the doors to the kitchen. I said well I am in room # and told her to tell him to find me. I left. I got part way down the hall to my room with my food on my Walker. A man started to call me. I turned and said please don't tell me its a law to eat this food in the breakfast room. He said yes it is. I asked him to show me the written law. He then said it's a policy and it's because in Rochester N.Y. if they don't charge for the food you have to eat it in their breakfast room. I then said wait so if you and I stepped outside of the hotel walls and you said that again I am sure you would see how ridiculous that statement is. He oh no. I explained that I am in a handicapped room and things are set for me by someone with a disability to eat comfortably and he said that does not matter. So I guess this hotel does not care about ADA rules and what is needed. I booked this hotel over the usual Homewood Suites I stay at and by the way I usually stay there and take breakfast to my room and they don't quote a law saying I can not. I will be returning to my other hotel next time I am here. I can't take a hotel that does not care about ADA rules and people that are handicapped. I would also like you to note that after returning to my room, someone came down and put a breakfast card in my door. I will let you know that this is making me feel threatened by your staff. And if I have to, I also feel like I might have to check out of this hotel sooner because I’m feeling bullied by your employees. I did check out the next morning not feeling safe from the breakfast employees. The manager said it was not their fault. This was a horrible experience and while discussing with me he kept defending his staff even though he admitted they should have handled it better. IF YOU ARE ADA CHALLENGED...