Comfort Suites Rochester Henrietta University Area

"I made a reservation with the front desk clerk at 3:00pm in the afternoon for that evening. When I got there, there was no reservation or any rooms available and that particular clerk had gone home. At the last minute, I had to find another hotel that ended up being twenty miles away at a different chain. I'm a Diamond Member with Choice Hotels and I haven't been treated like that anywhere else. This needs to be corrected."

"The rooms need a little TLC but it's warm and comforting and clean. The bed is very comfortable and there is more than enough room for my bags and not feeling tight. The service was wonderful! I came in way before check in, out of desperation, and they set me up quickly and kindly. 10/10 do recommend."

"Has gone down hill fast. Stayed many times with no complaints until recently. Stayed over Thanksgiving which was terrible, but blamed it on the holiday. Stayed last night and it made our Thanksgiving weekend look like gold. Room was NOT cleaned. Had trash on the floor and still in the trash cans, bathroom thrown together, beds poorly made, etc. Sat around for 30 minutes waiting for breakfast until being told it wouldn't start until 7:30 even though everything says it starts at 6. I am a Diamond member and requested a one hour late check out. It was noted at the front desk but calls were made to the room prior to 11am and keys stopped working. We were told it was because checkout had passed. This hotel falls very short of all the Comfort Suites I stay at across the country. Sorry, but you lost my service."

"At no point in our stay were we able to contact a manager. In fact, throughout our stay, except for a couple of hours during the day when the housekeeping team was there, there was only ONE employee in the entire hotel. That poor employee was overwhelmed and completely unable to handle everything that was going on. We were there for medical reasons as the hospital is only 2 minutes from the VA. Because of this we were not in a position to leave or we would have. The fridge in our room did not work. We called and asked for maintenance, but apparently there isn't any. We asked for a different fridge to be swapped in, but they were unable to do that. We had to throw out $12 worth of food that we'd brought. When we went to go to bed the first night and turned down the bed, it was clearly still dirty from the previous guest. There were cough drop wrappers and dirt or food IN THE BED. As we couldn't leave the room, and certainly couldn't trust that any other bed would be any cleaner, we asked them to come change the bedding so we could at least get some sleep. The ONLY person working was supposed to be at the front desk and was clearly beyond stressed. The management (if there is any) for this hotel is seriously lacking. The elevator needs repaired. The charging station at the bed is broken. The layers of mold in the bathroom sink are disgusting. The breakfast was out of juice both days. The hot water was near empty and not hot. There was no one available to manage the breakfast, no one at the front desk, and several times, no one to answer the phone. We travel full-time and have had 60+ hotel stays in the past year. This was the absolute worst. It is not the employees; it is the lack of management."