Comfort Suites Rochester Henrietta University Area

The location was fine. The staff member was not unkind.

The non-smoking room was clearly not non-smoking. Our eyes burned and our clothes smelled of smoke the next day for our college tour. The smoke detector in our room was non existent. When I addressed it with staff, he was polite as he told me that they knew there was no smoke detector and that there wouldn't be one for our stay because of a contract/insurance requirement related to installation. I told him that the room reeked of smoke and that it was a problem. He apologized and said there was no room for them to move us. Why would you book a room as non-smoking when it clearly reeked of smoke (and why would you not abate the smoke at that) and that violated code? A representative reached out to me after I completed their electronic survey and said that they were sorry about our stay and said they were going to let the maintenance staff know. A useless apology as the maintenance staff already did know about the issue. The issue is that they knowingly booked and billed me for a room as non-smoking that was clearly not AND that violated safety code. So in addition to a problematic stay, the response was equally inadequate. Why wouldn't you call to let us make the choice to cancel (we arrived at 8 pmish)? Why wouldn't you offer a refund/discount or direct us to one of your other properties when you know this one is unhealthy and unsafe? Why would you respond to feedback with "We'll let them know" when they already know? Save yourself the trouble and book elsewhere.

Didn’t have our reservation. Had to pay full price. Trying to get receipt for stay was a nightmare. After days of being told there was no record of me staying there I had called customer service and they were able to get me what I needed.

Nothing

I was there for like 5 days and the whole time I was there I couldn’t shower not 1 time and my bathroom I told them numerous times since the day I checked in that there was hair in my shower from whoever stayed there before me and asked them to clean it or move me to another room they didn’t do neither they wouldn’t move me to another room and kept telling me they will clean it and never did and then they charged my card twice and gone try to tell me I can’t stay there anymore cause it wasn’t paid for the worst experience I ever had at a hotel I will never go there again or recommend it for anyone to stay there