Holiday Inn Hotel & Suites Rochester - Marketplace by IHG

zero, extremely bad and unpleasant experience.

My brother and I are international students who flew over 16 hours to settle here for his college move-in, but we nearly ended up on the streets because they did not inform us that we had to be over 21 years old to check in. The manager at the time refused to let us check in and cancelled our reservation on us. He promised us a refund, but it has been over a month and the refund has not happened. They have been dragging this on and on, I have been calling them every day since the cancellation, but no progress has happened, and the new manager is refusing to take action and keeps pushing responsibility because she "doesn't know what's going on." They have also not been responding to booking.com's emails to confirm our cancellation and refund, and yet they claim that the money has already been returned (which cannot be true, booking.com has not received any money from them). The refund means a lot to me, my brother and I are both college students, and the refund is a lot of money that is affecting our personal lives. I have no other choice but to write this because I have no idea how else I can get them to respond before it's too late and they try to permanently ignore me. What a bunch of scammers and utter disappointment for our first day in the United States.

Excellent hotel. Rooms were exceptionally clean.

The eggs seemed like overcooked.

I didn’t get my money back and the pool didn’t work and the bed was 1 bed only when I clearly put 2 beds

Perfect for a short getaway — clean, quiet, and excellent service.

The pool was heated so that was perfect. Big and spacious with high ceilings.

The staff wasn’t always present but he was understaffed. Can’t blame him and he did his best.