Holiday Inn Express & Suites Rochester-Victor by IHG — Hotel in Town of Victor

I loathe providing negative feedback, but this was an awful hotel stay top to bottom, particularly with the cost expended. I ultimately requested compensation and was credited $90 off my $200 stay, but frankly the full stay should have been comped (and I shouldn't have been asked, the manager should have done this immediately upon hearing my issues). They were: 1) I secured a king mobility suite with a couch. There was a 1-inch lip from the entry to the bathroom that made it inaccessible independently from the wheelchair and rollator users in my party. 2) The floors in the mobility suite's hall and bathroom were so slippery that the rollator and wheelchair would not secure when locked. 3) The wheelchair (that I was told was donated - ownership couldn't afford a wheelchair for guests?) had rubber peeling extensively off the right wheel. When I noted this, the comment was "it was donated" not "we should fix this." It left rubber remnants throughout the suite, I felt horrible for the cleaning person. 4) The air system in the room was abysmal, and beyond that, made everyone in my party feel ill the whole 14 hours of our stay. The temperature variance of 1 degree was more like 3-4, we all were either sweating or shivering. I did not trust anything was clean. 5) As I packing my car, I overheard another guest commenting to the manager that he and his family has stayed at the hotel for years upon years, and was disappointed with the stay, naming the showerhead in his comments. I felt better that I was as disappointed as I was hearing another guest unhappy. 6) For a mobility suite, the toilet seat was too low and my 80 year old parents struggled to stand, which made the floor that much more dangerous that the rollator and wheelchair could not lock. Similarly, the ad noted a lower sink which was not lower and guests could not safely use it. 8) The couch had stains all over it, and there were no additional comforters or pillows for the users in the room, as I would expect from previous stays. 9) For a king mobility suite with couch I was charged additional just for a third person, which I did not encounter with my 2 weeks of stays at Hiltons (I am a platinum member there, of note, and made the mistake of going with IHG it seems here). 10) The accompanying freezer was barely cold, I could not adjust the temperature to keep medications cool enough, and there was no freezer as noted in the ad, which was critical for my stay.

The people and location were great, but that's truly it. I wish I had the rest of...

My wife and I always stay at this Holiday Inn Express when we come to Rochester, NY, since it is so close to major highways, roads and my family in Fairport, NY. The room we got was comfortable, as always. The maid service was excellent and we always had clean sheets on the bed and lots of clean towels for the bath - thank you. We got a nice reception when we checked in on Thursday afternoon, January 2nd from the Receptionist. But on our last day there, I was treated a bit rudely by someone sitting at the Reception Desk. I simply enquired if she knew whose large 4x4 vehicle had been parked under the canopy area where one picks up and drops off residents, since it was parked there at 7 AM when we went to breakfast and still there at 8:30 AM when we came back from breakfast. (We prefer to eat outside the hotel.) The woman said that it was her car and she got very defensive when I pointed out that the hotel has a large parking lot and that car, her car, should really not be there because it is blocking cars from pulling in and dropping residents off. (I recently had total right hip replacement surgery and I had to be picked up and dropped off because of my surgery and because there was a lot of ice on the parking lot from a storm the night before.) The women at the Reception desk, said to me, "Oh, you say I cannot park there? Who are you?" And she got up from behind her desk and looked outside and said she was not blocking the drop off and pick-up area. I suggested she was, especially since other large 4x4 cars were not imitating her and parking all around the drop-off area, making it extremely difficult to pass through it. She huffed and stormed off and moved her car away from where it was to another spot, still too close to the entrance and drop off point. But, I was not about to get into a confrontation with her, since she was being so defensive, so I silently turned, went to my room, got my wife and my belongings and then dropped off the card key and left. I did not say anything more to her. She did not have a Holiday Inn badge or name plate on so I have no idea if she was a legitimate employee or staff person or the head of the cleaning crew that had just arrived. It was a rergetable way to end our otherwise pleasant stay. She could have been more polite and...

I was there as part of a wedding party who brought a lot of business to the hotel that weekend. The hotel promised a shuttle to our venue which they tried to back out on just days before the wedding. When they realized how much business they would lose if the party backed out, it was magically all a "misunderstanding" and the shuttle was available again. Then the day before the wedding the rehearsal dinner was in one of their conference rooms and when we arrived, not only was the room locked, but no one seemed to know what was going on as we waited for them to find someone to unlock it, Steve from the front desk seemed annoyed with us about the whole thing. The day of the wedding we used that same room to get ready and had 2 requests-possible early check in for the bridal party (check in was at 3, we needed to leave for the wedding venue at 3:30)and an early cleaning of the brides room so we could stage some pictures there with the wedding photographer. Our requests were met with confusion and annoyance and were not accommodated. I approached the front desk at 1pm to inquire about early check in and was bluntly told by Steve that check in was at 3. When I explained that I was with the bridal party and we had requested early check in he told me my room wasn't ready and to check back every 15 minutes. My room wasn't ready until pretty much 3. The brides room was ready around the same time-this gave us approximately 30 minutes to dress and then have the photographer take a few pictures-luckily our photographer was more professional than the hotel staff and was able to do what he needed to do in the short amount of time allotted to us. We felt like every request we made was a burden, and everything was someone elses fault other than the person we were speaking with. I'd have expected any hotel to take our requests in stride and do their best to meet them, they are in the hospitality business after all. The only upside to the experience was that the hotel manager himself drove the shuttle to our venue for us, assuming to make up for the "confusion". I also thought the rooms were overpriced for the location and level of service. I'm in no rush to...