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

THIS PLACE IS NOT FAMILY FRIENDLY. **Edit, added: Response from GM Alecia is addressed to someone else entirely. I paid full ihg member price, no discount was given. Only 1 place was mentioned, the bed in the room; we said it had to have been cought in the ripped up duvet that was on it, we were assured that the all white bedding had been rechecked for the bright green dog. And staff was aware and looking out. Just like the all white towels with black and red swim trunks. We also had to defend our statement that it was NOT brought or lost during the 4am evacuation- which other people were told they would be compensated for, I was not however. It's the lieing about so much that assures me it was done with spite. The fact that someone else's name was added to my review- displays how little respect and professionalism people can expect. **

While having to switch rooms, on a school day, the 3rd day of a 4 night stay (due to a burst pipe at home) with my 4 kids, my young son's beloved stuffed animal was lost. We let the staff know asap, and knew where it had been. They said they would look, took my number, wanted a picture- and got it. The General Manager told me they had included the info in the employee email. She assured me that they have a long standing policy for lost items and a large cabinet full of "bagged and tagged with the room and date" found items they keep for 30 days. Good instinct told us to check ourselves and at 9pm the day of check out IT WAS ON THE TOP OF THEIR DUMPSTER OUT BACK. A green zombie pup, In a smaller bag with empty yellow boxes, as if it had been bagged up with office refuse. The GM: Alecia, the housekeeping and the maintenance managers lied to our faces, and to my son. Amber is horrible; she was rude from day 1 and didn't even speak to my kids when they said "Hi", right at the front desk. Upon finding, I brought the stuffed animal to the desk, and said I wanted to talk to the manager. I was told "she's not here". I held up the toy and Amber said " I know, I know". I said "oh?, you know!?" And she replied with I'm calling the cops. Holiday Inn is NOT family friendly

On day2 the 2pairs of swim trunks that were drying on towels in the room were collected with the towels. We let the desk know and even described them, which was written down. They can't find those either. We never got clean towels without asking. *We had the same housekeeping guy everyday. He walked into our rooms (2 rooms for 4days) without knocking !2 separate times! Once waking my teenage daughter- while she was alone. They didn't care about that either. Claiming "He must have thought the room was empty". But he didn't even take the garbage, or leave cups, or anything typical at all on any day.

They are NOT FAMILY FRIENDLY and should not be able to...

First and foremost, I would recommend this hotel to anyone looking for a quiet, clean hotel with easy access to the major roads. Next time I am in the area, I will certainly return to this hotel.

That being said, I see a few things that could have made my stay EXCELLENT as opposed to GOOD.

There was no recognition of my Priority Club status. Many hotels give you a goody bag upon check-in as a bonus for your club status. Nothing at all here.

The pool doesn't open until 9 AM, but breakfast hours end at 9:30 SHARP. Typically, my family likes to have a quick swim, breakfast, and then check-out. We had to do breakfast before the swim, which admittedly isn't a big deal, but if you listen to your mother, you shouldn't swim after a meal. LOL. I just wish the pool opened earlier for people who want to take a quick lap before getting on the road.

The staff who manned the breakfast area weren't the friendliest. One walked around with a frown on her face while the other raced around the area getting in the way of the guests. There were no acknowledgements of the guests (a "hi, good morning" would have gone a long way to making people feel welcomed instead of in the way). Garbage cans were filled to the brim when we arrived for breakfast and had not been emptied by the time we left.

The vending machine for drinks on the fourth floor took my money and wouldn't vend anything. The staff member at the desk gave us a bottle of water to rectify the situation. However, a note was not put on the machine indicating that it was out of order so other guests would not have the same issue. The machine was still malfunctioning and there was no indication not to use the machine on the day that we left. Again, this isn't a big deal, and I suspect that a vending company takes care of the machine, but shouldn't a staff member have dealt with alerting others of the problem so other guests wouldn't lose their money, too?

On the second day of our stay, our room keys decided to stop working. We were carrying a sleeping toddler and multiple packages to our room when this occurred. We trudged downstairs with our obviously full hands to get the problem rectified. The woman working the desk gave us replacements and turned back to her colleague to continue their discussion. I kind of expected to hear an "I'm sorry this happened. Please accept our apologies". But, nothing was said other than "here's some replacement keys".

This hotel has potential to be a superb hotel with some minor changes. I hope management takes reviews seriously and makes the necessary changes to improve...

· Location was really great. Right off of 104, already on my route to work, but just far enough out of Rochester that it wasn't too busy. Also a gas station and dunkin' donuts right across the road. Wegmans a two minute drive away. The bed was comfortable. They have a perfectly reasonable (and preferable honestly) system now for house keeping (you have to request it); I work overnights and sleep all day s o it was great not to stress about having a house keeper knock on my door in the middle of the day. The shades in the room are incredible; Keeps the room super dark and makes it much easier to sleep through the day before work than any other hotel or AirBnB I've stayed at. Front desk staff were always there and very kind, responsive pleasant, and helpful. The pool is available and it felt luxurious to be the only one using an indoor pool in a hotel at 0800. Breakfast system was plenty adequate, and the warm cinnamon rolls they have on some mornings are absolutely delicious. · Spa/Hot tub was broken and unavailable for use, that was a big bummer. On a less positive note I had asked a front desk person if I could extend my reservation to five extra days (I had finally gotten an updated schedule and learned that I had to work a few more shifts) past my original check out date. She took a look at the reservation I currently had and said that she could do it, and do it for a better price than what the booking site had offered, so she would have me "checking out" and "checking in" the same day, with a better rate for the last few days. But apparently that didn't make it into the computer, so I woke up (made a day trip home to get more clothes) to a voicemail asking if I wanted to hotel to throw away my stuff or if I wanted to come pick my things up because the housekeepers found my things still in the room when they went to clean it after my checkout (I had A LOT of stuff still in the room). I just about pooped my pants worrying that my brand new work clothes, fancy pillow that I take with me, my expensive perfume, my new duffle bag, all of my toiletries had been chucked/moved/misplaced. Thankfully when I called they were able to actually add in the new dates for my reservation, and my things hadn't been removed from my room; They wait to hear back from you before they do away with things. But still, I do wish my reservation extension had been put in the computer in the days prior when I asked. That had me sitting awake for a couple hours stuck in...