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Rated 3.8 out of 5 by 108 reviewers.
Rated 3.0 out of 5.0 by Rochester Traveler The property and specifically our room was below our expectations. The room was not ready on time, we were told to wait for a call to our cell phone when it was ready. Really?? There were any number of people waiting around the lobby for their rooms to be ready, unacceptable. As it turned out our room was in a separate building with a second floor walk up, no elevator!! The staff did ask if we needed help with our bags but didn't mention having to walk up stairs with them. Too bad, we would have taken advantage of their help had we known. Breakfast was good but had to walk out in the weather to get to the lobby. This was an annoyance. We were late for the app[ointment we had set up due to the wait for the room. The room was to have two queen beds, ended up with two doubles, this made it tough to sleep. Sheets and blankets were short, not comfortable. At check out one person was working as hard as he could but it was slow. Another staffer came into the area and into an office only to emerge with a bowl of (perhaps) cereal. She looked at the line twice but just continued on her way. This is not customer service! The attitude needs to be adjusted for all. Those that were assisting worked very hard but those that didn't do anything just appeared to be above it all. October 15, 2014
Rated 4.0 out of 5.0 by IHG Rochester Clean rooms, good location convenient to highway, good access to restaurants, clean breakfast area. dark rooms October 13, 2014
Rated 5.0 out of 5.0 by Welcoming atmosphere and great service. The staff and the service at this location are wonderful. The rooms are neat, clean, and comfortable. The location is very convenient by car, and there is adequate parking included. October 13, 2014
Rated 5.0 out of 5.0 by Great value for money and location Rooms / mattress very clean and comfortable. Breakfast very generous and nice choice. The location is great with several restaurants with walk distance. Some noises in evening due to weak insulation in ceiling and walls. Very polite staff and what expecting more ? October 7, 2014
Rated 5.0 out of 5.0 by Nice comfortable Stay Rochester Holiday Inn Express is clean, comfortable, and quite. The staff is down to earth, polite and helpful. It is a nice hotel and I will be back. October 3, 2014
Rated 4.0 out of 5.0 by Great Staff, Okay bed I arrived very late after a 5.5 hour drive and was pleased to be greeted by a very friendly and attentive staff upon check-in. Breakfast was standard and in line with all HI Express offerings but the attendant went above and beyond to ensure the best experience for guests. Kudos for the friendly hospitality. My only gripes, be they minor, are that I had no shampoo (Im sure they would have gladly given me a bottle but I honestly did not feel like walking all the way down to the front desk) and the bed wasn't very comfortable for me. My GPS in my vehicle and my phone both kept taking me past this property for some reason so I had a bit of a challenge finding it (again, maybe because it was late and I had been on the road for a long time). Overall it was a fine stay. October 3, 2014
Rated 5.0 out of 5.0 by Better than expected The rooms were comfortable and spacious, bathrooms very clean with sufficient supplies. From the front dest staff to the cleaning people all were very courteous and helpful. The only thing I would change would extend the breakfast to 11:00 on the weekends. September 23, 2014
Rated 4.0 out of 5.0 by Basic Accomodation There really isn't much to say here. It's a basic roadside hotel, nothing more. Accommodations were adequate, slightly marred by road construction and difficulty making a left turn on the busy roadway to get into the city. Lots of easy parking and a few restaurants available in the area. Lots of lobby promotion about their upcoming transition to a Country Inn September 19, 2014
Rated 4.0 out of 5.0 by Great minus no bath towels Like the title says, no bath towels and I was beyond the point of calling housekeeping and requesting them. Otherwise it was a good experience. September 19, 2014
Rated 4.0 out of 5.0 by Great place with good service We had a family suite for three nights and then a break, plus two more nights of regular rooms. The staff was very helpful with our arrangements for family for a funeral. The family room was good for the size, but the noise was more troublesome in the living room for people who slept there. There was road construction near the hotel and work at night. One night the crew turned off the water line and that caused a problem that resulted in a fire alarm at 4 am. It was not the hotel's fault, but they gave a $20 credit. I would return to stay at this hotel again. Location is good for Starbucks, Wegmans and other nearby restaurants. September 14, 2014
Rated 3.0 out of 5.0 by Excellent staff The staff was very friendly and helpful. Did a great job in helping us find good restaurants. September 12, 2014
Rated 2.0 out of 5.0 by What happened to H I Expresses Pillows Part of the reason I choose HI Express is because of the pillows. All of the pillows in the room where flat. I had them switched out and the new ones were as poor as the first. I had to squish the pillows against the head board just to support my head. The staff wasn't prepared for the amount of people they had in the dining area for breakfast. I would like to see some healthy alternatives. I like biscuits & gravy as much as anyone, but when you spend a week in a hotel, they aren't good for you. Part of the issues may be due to the fact that they are rebranding this particular location and are in the midst of remodeling? September 10, 2014
Rated 2.0 out of 5.0 by Poor Quality Hotel Needs upgraded to HIG standards. The room was not clean, the Carpets were sticky. The A/C did not work properly. September 8, 2014
Rated 4.0 out of 5.0 by NIce, easy stay Spent the weekend for a family wedding. The room was comfortable and clean. The staff was friendly, courteous and accommodating. Check in and Check out were quick. Surrounding was quiet. September 3, 2014
Rated 5.0 out of 5.0 by Convenient The hotel is located in a great location off the highway. The breakfast had a great selection. September 2, 2014
Rated 5.0 out of 5.0 by Comfortable bed and great service Easy in and out. Good sleep. Comfortable beds. Great breakfast with good variety. August 27, 2014
Rated 3.0 out of 5.0 by Great Base for Visiting Rochester Our primary reason for choosing this hotel was because of the points break offer. I was not expecting much from a hotel that I knew was undergoing renovations and had a lot of road work close by. I was pleasantly surprised by the locations convenience to all of the things we wanted to do. The breakfast available was not great, we ate locally each morning (try Jines and/or James Browns, both are amazing.) While the hotel was not new and spot free, it was what I expected. I believe once the renovations and road work are complete this location will be wonderful. Until then expect stained floors, out dated fixtures, furniture, bathrooms and beds and a little extra traffic. August 27, 2014
Rated 5.0 out of 5.0 by Genuine hard working staff The staff here goes above and beyond to provide world class service, clean rooms good food...exactly what you would expect...price very fair al things condidered...highly recommend. August 26, 2014
Rated 5.0 out of 5.0 by Always happy to recommend! The staff is wonderful and the location terrific. They do a good job of keeping it clean - even through a renovation. I stay her often and always look forward to my trips! August 25, 2014
Rated 3.0 out of 5.0 by Worst internet on the planet This was a working trip to drop my daughter at RIT, and having internet access was critical. In the two days I stayed the wifi was constantly dropping the signal, causing a search I was working on to crash. Working down in the lobby was a little better the first day, but the second day even the lobby was bad. They also ran out of breakfast food on our first day. August 24, 2014
Rated 4.0 out of 5.0 by Convenient Location This facility is conveniently located in the Rochester area and is in good shape. I did see that it might be changing names in the not so distant future and is undergoing some renovations. The only drawback that I had was the construction on the main street making getting in and out of the hotel a little dicey during peak hours but normally, having stayed here several times before, this is not an issue! August 21, 2014
Rated 4.0 out of 5.0 by Great Service Every single staff member that I interacted with was very nice. Not just the normal "Have a good day" they had great smiles on their face and seemed to be glad we had picked their hotel to stay at. Road in front of the hotel was under construction and the hotel was doing a little remodeling too. Not too noisy though. August 19, 2014
Rated 3.0 out of 5.0 by Just Average This hotel is going through a major refurb both in and out. It will no longer be a Holiday Inn Express. In addition, there is major construction in front of the place. Basically, the hotel is old and tired and needs upgrading. The rooms overlook the hotel parking lot as well as the parking lots of several neighboring businesses. Perhaps they could plant some trees to improve the look. August 19, 2014
Rated 4.0 out of 5.0 by Internet very very poor slow Internet............................................... August 10, 2014
Rated 5.0 out of 5.0 by Close to I-90 and Excellent Customer Service Enjoyed out stay on our way to New York from Ontario.. Excellent midpoint break. IHG standards, don't go wrong. Loved it! August 9, 2014
Rated 2.0 out of 5.0 by Poor Hotel Hotel going thru a re-brand away from a Holiday Inn Express. Very unclean looking hallways, walls, carpet. Furniture in rooms very dated and damaged. Sheets, pillows and covers very old and rough feeling and dingy looking. August 8, 2014
Rated 5.0 out of 5.0 by Outstanding Time This is my 3rd year at this hotel and every year it has gotten better. the staff is great, and remember us from prior years. That means a lot to us guys. August 6, 2014
Rated 1.0 out of 5.0 by Recurrent Property Issues and Failures The hotel is close proximity to relatives and due to that reason my family has stayed there several times. About a year ago we experienced flooding and roof leaks in our rooms and had to be relocated. After that experience and similar ones in the past I told my wife no more and we would stay elsewhere. Although further away we stayed at the Strathallen in the city. Further away and more expensive but much better value at the end of the day. We made a one night visit last weekend and decided we would give your hotel another chance. Result was toilet wouldn't flush and a plunger was needed and the air conditioning was switching on and off until we turned it off completely. The Strathallen has their act together and knows how to manage a property. Unfortunately, the same cannot be said for the Holiday In Express. We won't be staying there again. Your staff in in each instance did you proud in defending indefensible failures. You should thank them. August 6, 2014
Rated 2.0 out of 5.0 by Thank goodness for the wonderful staff. I booked a suite with 2 beds and a pullout couch. This is not what I received and paid for. The staff tried their best to rectify the situation but the hotel was full. The manager reduced the rate I paid because it was not what I paid for originally. I was satisfied with the outcome, but overall the hotel was disappointing. The room is outdated and makes poor use of space. When booking a multi bed suite one would assume that the bathroom can accommodate the needs of several people, but there is barely space for one toothbrush. I hope that a re-model makes better use of the space in the room. I would only consider staying again if they renovated and redecorated the rooms. I felt like I was in some 2 bit motel on the side of a deserted highway. If you get a good deal take it because the room is very clean, the staff is outstanding and breakfast is good. If you are paying high rates like I did - move on. August 4, 2014
Rated 3.0 out of 5.0 by Yes we have no (ripe) bananas Why bother putting out bananas for breakfast that cant be eaten? This was for three days. Hotel was OK, Quiet. Prior comments re the pillows are correct. Very small and soft, too soft. No greeting as a IHG member, but that may not have been the hotel's fault but with the IHG website where I booked. July 30, 2014
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