Rated 4.2 out of 5 by 198
Rated 1.0 out of 5.0 by JBD0606 Hotel Needs a Makeover - Top to Bottom
There were several problems with my hotel room, including badly sagging beds, insufficient towel supplies, a slow draining/clogged tub, a broken shower curtain, no bedding available for the pull-out couch (which didn't matter because the pull-out bed had several broken springs and couldn't be slept in), and bedding in the two main beds that smelled as though I was in a smoking room even though I was in a non-smoking room, including a comforter with a cigarette burn in it. Needless to say, this was by far the worst room I've ever stayed in at a Holiday Inn Express anywhere in the world. Ironically, this room as a complementary "upgrade".
When I spoke to the staff about my negative experience, they said they would deposit 5,000 points into my account as compensation because they "dropped the ball" in the hope that I might consider staying there again in the future. After nearly two weeks and not having received these points, I followed up with a manager in the hotel who did give me 2,000 points for having to "wait so long" for the 5,000. A few days later, when I still hadn't received the 5,000 points, I followed up with this manager again and received no reply. Two weeks after that (one month after the original stay), I contacted a second manager in the hotel about my concerns and noted that after nearly a month I hadn't received the 5,000 points I was offered by the first manager, but this second manager did not reply to my query either.
There's a few things I'm particularly disappointed in. Scrolling through the website, I've seen similar comments about quality issues in other reviews of this specific facility going back years, which suggests to me that no one in management has made any attempt to address these issues to make the customer experience better. The hotel is decent location, but it needs help, and by help, I mean a complete makeover of the physical facility. Yes, that will cost someone a lot of dollars, but it's better than annoying some of your best customers by offering them a substandard product. The second big issue is the lack of follow through by the management to address the issues at hand. Offering people amenity points for a bad experience is one thing. Not fixing the things that caused management to offer the compensation in the first place is either poor management locally or poor oversight by the corporate parent company. Never actually following through and awarding the points offered for said bad experience is what causes people like me to write reviews like this.
October 9, 2015
Rated 4.0 out of 5.0 by Jon59 good value and location
The people and location were great but one disappointment. The bed was squeaky. When we moved in it, it sounded like an older spring bed. Not loud enough to wake us up but annoying enough to make sure we didn't move until we were asleep. Everything else was great including a nice, quiet air conditioner.
October 8, 2015
Rated 4.0 out of 5.0 by Ricky7773 Good value
Good value for the money. Would stay again. Staff were friendly and very helpful to needs.
September 16, 2015
Rated 5.0 out of 5.0 by AnimieFan Convention attendee
We have stayed at Holiday Inn Express®
Irondequoit twice before. It is nice to see some of the same staff still there, as they are always kind and helpful. We had the opportunity to stay at the Holiday Inn at the airport in Greece for the convention discounted rate, but decided to stay here again because of the I Hop right next door also a shopping mall with a Target as well. The reservation representative applied the lowest rate possible to this stay.
September 16, 2015
Rated 2.0 out of 5.0 by judyanne will not stay again.
Things went smoothly and had a great pool until the second day. Our room was overlooked by housekeeping. When we went to front desk on second day to ask about cleaning, we were told that we had a do not disturb sign on the door. We did not. In fact, that same morning, a member of the housekeeping staff knocked on the door because we did not have our sign out. The head of housekeeping repeatedly insisted that we did. How is that attitude conducive to customer relations and why would I lie about it, which is what she was insinuating?What purpose would it serve for me to lie about it? The fact that she continually repeated that I was wrong, is enough for me to never stay there again.
September 10, 2015
Rated 4.0 out of 5.0 by Rebel26 Great Value
HIE is a great value for your money!! The service and amenities that guests receive are far better than many of the so called "5 star" hotels that do not offer breakfast and bill you for WIFI.
Note: Although the outside, rooms, and lobby of most HIEs have been updated, I have found that many still have outdated bathrooms. They are clean with good towels and a new shower curtain and rod, but non-the- less the tub, counter top, sink, and plumbing fixtures may be very outdated.
September 9, 2015
Rated 2.0 out of 5.0 by cncn ok
usually love all holiday inn express hotels but this one needs some work, bad smell upon entering (some type of pool problem) the pool seemed dirty, we did not use, and the room had a very musty smell, the location in an abandoned mall was a little unverving as well, that said, decent breakfast and a pleasant staff and near lake ontario amusements as well as downtown rochester
September 5, 2015
Rated 3.0 out of 5.0 by homeroch uncomfortable bed and good service
bed and pillow were very uncomfortable, and our rooms were not fully clean nor were the beds made with fresh linen every day.
The staff in front counter were great. The others were alright.
September 1, 2015