Holiday Inn Hotel & Suites Rochester - Marketplace by IHG

The pillows smelled. The air conditioner did not cool the room.

Close proximity to my travels.

It was close to RIT

We arrived to a very moldy room #142, the ceiling was damaged showing obvious water leaks. The bathroom was even worse, mold smell and water dripping from the vanity. I asked to be moved within 5 minutes. They advised me that they were full. Within 15 minutes my daughter and I were both experiencing breathing issues and had to pack up to leave. We went to the front desk to ask for a refund and were told no and that the manager was in a meeting. We had to reserve another room at a different location for an additional $200. Just unacceptable that a room in such disrepair is allowed to be occupied. This is going to be reported to the health department.

I don’t usually write reviews but this one needed to be heard. Hotel called me last minute saying my room was no longer available after driving 7+ hrs. I asked what I can do and their response was “get another hotel” when I explained how far I drove he said he didn’t know what to tell me and hung up. Very disappointing customer service. Never again will I book here.

Staff very nice, room not ready at 5:30 in evening. That was my only complaint

No housekeeping the first three days of the stay and they double booked our room so we had to stay in a suite with a pull out couch

Clean room, comfy beds, Bar-restaurant on site

Safe

Everything was nice and clean. The pool area was clean. The bar was nice and the bar tender was friendly.

The property was clean with updates to lobby and rooms, though hallways, carpets, foom furniture and finishing are clearly aged. It served its purpose. Housekeeping was lacking. During our 5 night stay, trash was emptied, but towels were changed and beds were made only twice. No replacements were provided for toilet paper, tissues or laundry bags throughout the stay.