Holiday Inn Express Rochester NE - Irondequoit by IHG — Hotel in Town of Irondequoit

Our family visited this hotel for purposes of an out state youth sport tournament. We were part of a large group and this hotel was selected as part of a “stay to play” 3 day requirement. I’d like to first compliment and acknowledge the manager Erica, who was attentive and accommodating. That being said the impression left couldn’t have been reversed. This is a hotel stay I won’t soon forget so here’s a detailed review. ||During our stay we witnessed two incidents while sharing dinner with the team in the hotel dining area. The first occurred on the first evening of arriving when we requested that the tv channel be changed from the news currently being broadcast because of the content and our children being present. We were told by a very rude female staff that she couldn’t change the channel and “I just fing work here”. She was irritated by purchases of snack/beverages and just by general questions. Luckily shift change soon occurred and the night staff was much more pleasant. ||The second night that same staff was on shift and was genuinely bothered by our presence in the dining room. A dad in our group mistakenly asked for the tv remote to occupy the children and said “ cmon just give us the dang remote”. This request resulted in an incident with her calling the police after she replied “you can get the f out of my face”. In all the police were called twice and everyone in the dining area were asked to retire to their rooms. This occurred in the presence of the children present who were very concerned, scared, with the little ones crying. Sadly that was not enough for this worker in addition she called two men, either family or friends, she knows personally who confronted and threatened a guest who was not even involved in the altercation. One of these individuals reportedly had a knife on him though only verbal threats were made. Unbelievable such drama unfolded over changing a tv channel but it seemed this is actually what that particular staff wanted. The officers who arrived were pleasant and provided us some education on the area we were in, asking us to not travel south down Goodman Street due to the location and crime. The officers kept their presence for a bit. ||One female guest unfortunately had to approach the desk after finding that her teen left her hotel key in the room, this escalated to the same staff cussing at her and telling her to meet outside. Unfortunately I do not have this reception staff’s name as she declined it. The manager knows of the incidents and this staff was taken off the schedule for the last night of our stay. ||I would not recommend this hotel. That individual has very poor customer service and communication skills, perhaps she should not be working in hospitality. She instigated an unnecessary incident and then sought out a threat of violence. Completely unacceptable. ||The hotel itself is in fair condition. The sheets were clean, the thermostat and one elevator worked. The air conditioning unit was disgusting. The bathroom floor was dirty and the sink had hair in it. The hotel had hot water but poor water pressure. The ice machine was out of order for the entirety of our stay. The breakfast is fair; the pancake machine is broken and there is no available drinking water. Sometimes they had coffee, sometimes they had cups, sometimes they had both. The pantry was fairly stocked but out of waters. You can tell this hotel does not receive much care. I never seen housekeeping but they did knock on our door at 903am asking if occupied. We were able to grab extra towels at that time. Our hotel room door did not automatically latch closed, we had to force when closing. ||The location of the hotel is close to the freeway and doesn’t seem too bad unless you’re traveling from the south. There is garage littered on the grounds. ||I have forwarded my review to IHG as a member and notified the organization that recommended this hotel in its selection, especially seeing that the nightly charge was inflated $100 above the standard rate than other weekend rates. ||All in all, I can’t believe I paid for this experience....

I wish that I would have listened to the reviews that I read on here and on IHG site prior to my stay. They are 100% accurate. From the moment we arrived I noticed that the hotel is very dingy and run down. Many areas are in major need of a renovation. When we arrived to our room, our keycard didn't work and even after getting it re-scanned it was very finicky to get our door open. The room was also run down and very poorly cleaned, the sink had white stuff all over it, the chrome faucets were visibly stained, and our bed sheets had huge yellow stains on them as well as hair. I called the front desk to inform them of these issues and they asked if we wanted another room or the sheets changed. I opted to just get the sheets changed since we had somewhere to be and didn't have time to move all of our stuff elsewhere. The housekeeper named Sharon who came to re-do the bed had a very bad attitude, was not friendly at all and when I tried showing her the dirty bed sheets she stated that those are stains and don't come out (If that's the case they should be throwing them away) then proceeded to huff and puff the whole time as she made the bed. The breakfast that is offered is pathetic. Very little variety and the pancake machine and the juice dispenser are broken so they have big jugs of juice in the mini fridge instead. At one point we went to ask for an Iron and the lady at the front desk couldn't find one and said they don't keep them in rooms because people steal them. She had no solution for us, thankfully my sister-in-law had one in her room and we passed that one around. My partners family members who stayed with us at this hotel also had issues. My sister-in-law had a room with two queen beds and a pull out couch and was provided with only 2 towels, when she went to ask for more they only had 1 and said thats all they could give her because the rest were in the wash. How does a hotel that supposedly has a pool not have any extra towels on hand? My brother in law is in a wheelchair and had booked an accessible room with a roll in shower 3 weeks in advance only to arrive there and be told that they didn't have any accesible rooms left available. Im pretty sure the whole point of a reservation is to set aside the room for those days but apparently at this hotel reservations are pointless. Worst part is they offered absolutely no compesation for the huge inconvenience they caused. The staff at this hotel seem to not care at all about guests issues. This place seems to be ran/owned by some cheap person who could care less about guests comfort and customer service. The only positives I can think of is that they provide Dove products in the room and the location of the hotel is great, right next to a Target. Overall, very very negative experience. Im very shocked that a name brand like Holiday Inn is being ran this poorly. Unfortunately, will not be coming back to...

We have stayed in many Holiday Inns over the years and this is by far the worst experience we have had. It has actually caused us to rethink ever staying in a Holiday Inn again.

A few things that happened during our 2 day stay:

Upon check-in we were told we were not going to have the room with the sofabed that we requested. We were offered bedding for our child to sleep on the floor instead plus a discount on the night. In reality, we got to the room and there was a sofa bed so the staff were unaware of their rooms.

I asked for extra towels since I had five people in the room. I was told they had none but when some came available they would give them to us. It wasn’t until about 3pm the following day that we had enough towels.

The halls and stairways are filthy. It appears they haven’t been cleaned in at least a year.

The pool is closed “due to covid”. All other Holiday Inns we have stayed at recently have their pools open so I think it’s a poor excuse that they don’t want to have to maintain it.

The chair in our room was broken.

WORST OF ALL: Behind the chair in the corner was poop. We took a picture and went to the front desk and he came to clean and was told our room would he comped for the weekend. He said dogs should only be on the first floor but it appears a guest had one in our third floor room. But how could housekeeping miss that?

We all debated about staying because of this but in the end stayed (it was too late in the night to move).

When we pulled out the sofa bed, it was dirty behind it and under it. Obviously hadn’t been cleaned.

One of the sofa cushions had a big stain on it.

There was tape and pieces of streamers hanging from the ceiling from a previous party in the room. Again, why hadn’t housekeeping noticed.

Breakfast options were the worst we have had in a HI.

The pancake machine was broken.

There were no spoons so we had to eat cereal with plastic forks.

There were hardly any food options until around 9:30 when you could see they seemed to be preparing food for the staff - you could hear them calling down to hear if there was any food “leftover”.

The morning we check out, we get a digital receipt with the full bill. When I talk to the front desk, they can’t find us in the system because they had us in another room.

We were promised a full refund but after 2 weeks I have yet to receive it. Every time I call I am told they will complete it but I have my doubts at this point.

I also am not impressed by employees talking poorly about others. The front desk in the morning blames mistakes on the evening front desk and vice versa.

There is a lot that needs to be improved...