Holiday Inn & Suites Rochester - Marketplace by IHG

Staff were very friendly and helpful. The facility was clean and accessible. The front desk , bar and room staff , were all super nice. This locals close to our daughter school, RIT so super convenient as well. There was a snow storm but that didn't change a thing with this hotel. I would recommend and stay again.

I had ordered some takeout food from a restaurant to take with me the following day to share with some colleagues. When I opened the fridge to put the food inside, I could tell that the fridge was a little warm and not plugged in. I called front desk to let them know, and the lady who answered said "Our room service sometimes unplugs the fridges, can you plug it in yourself?". I was literally dumbfounded that I was asked to do that but didn't want my food to spoil. I had to move the heavy bed to open the cabinet door fully so that I could pull out the fridge. I saw that the extension plug was all the way to the back so I had to crawl into the space to plug the fridge in. Once I did that I could hear it working so I assumed it was good. I put my food in and thought nothing more of it. I turned on the TV and did some work for a couple of hours. When I turned off the TV and went to bed I noticed that the fridge was making a ticking sound, which I thought was the compressor working. It would soon become white noise, or so I thought. The ticking sound kept me awake till about 2.30am at which point I had to unplug it to be able to get some sleep (moving the bed, pulling out the fridge, crawling in and unplugging it). When I opened the fridge, it was WARM! After 6 hours in a warm fridge I had no intention of sharing it with my colleagues. When I checked out at 5am (after getting less than 2 hrs of sleep), I spoke with DEAN, the manager on duty, who apologised profusely several times so I felt I was going to be taken care of. He said he would bring the matter up with his manager or the owners and I would be compensated. I said that if I did not hear back within 48hrs, I would have no choice but to write a review. I requested what I felt was fair compensation of $65 for my food and the room (or part of). After not having heard back after more than 72 hrs, I called and spoke to DEAN, who said that he HAS NOT SPOKEN TO THE GM as yet. I gave him the opportunity to provide a reason, which there wasn't one - just lack of customer care in my opinion. After putting me on hold for a few minutes he came back to say that the hotel will give me 10,000 member points (which he said is the equivalent of $50) for my troubles. That does not even cover the cost of my food let alone having to be their maintenance person, losing sleep and dealing with staff who do not follow up. I am seriously considering moving to another chain because of this. So much for being a Silver Elite member. Extremely Disappointed. Curious to see if anyone from IHG will follow up.

Bad experience with this hotel. Booked a room for my son as he was travelling there. Returning from dinner after 7pm, he could not get back into his room as his card key does not work. The front desk looked at it and said there was a problem with the lock that only the maintenance personnel can fix. Problem is they do not have any maintenance people there and asked that he wait till next day! Imagine all his belongings locked in the room and he had to stay in another room for the night. To make things worse, the maintenance personnel came in next day only after 11am. This is in spite of us calling several times, escalating to the General Manager to chase up and demanding priority attention! It was very upsetting as my son’s phone battery was drained and could not get to his things that he needed to work in the morning. Fortunately, his flight out was the next day, else it would have been a costly incident. Overall, a very stressful experience.

I have never written a review of a hotel before, but this room wanted it. The only good thing I can say about the room is the bed was comfortable. When we got to our hotel room at night I looked in the shower there was soap scum on the side of the tub. So I knew the tub had not been cleaned. I would have asked for another room, but it was late at night and we had already brought our stuff in. When I took my shower in the morning the tub filled up, hence the soap scum on the side of the tub. We had to wait for each of us to take a shower until it drained.The room had a big stain on the wall, the frame of the picture haggling on the wall was separated, the floor in the bathroom wasn’t done right with a big white space in between the wood floor, and part of the ceiling where it meets the wall is coming off. I have pictures of all of this. I talked to the guy at the desk about it and he was very nice and apologetic and said maybe they could give us some reward points, but couldn’t do anything else. I have stayed at the Holiday Inn in Greece which is not too far which was far better. I will not be recommending this location to others. I really hope that someone in a position to change things reads my feedback and fixes these things.

My room was on the second floor facing the inner courtyard, it was quiet and nice. ||The room is good sized. ||It was not the cleanest when I arrived. Used a few Lysol wipes. There was a phone but the buttons were damaged. ||The front desk was very friendly on check in. But when I had an issue, the manager was not super helpful. It did get resolved though. ||Breakfast was okay. ||It is walking distance to shops, a Starbucks and some restaurants. ||My stay was fine.

I just used the ballroom for a corporate meeting and I couldn't be happier with the staff and facilities. The team was kind, accommodating, and friendly. Davinia at the front desk was quick to help with anything I needed. The manager, Kim, was organized and had everything ready for me to set up ahead of time. I didn't catch his name but the tech person was also extremely helpful and had my presentation running in seconds. I would absolutely use them again for a corporate meeting.

Positive: Hotel was very clean and the breakfast was great. I loved that there was restaurant/lounge area in the hotel.. Very convenient from the highway Negative: The person checking us in when we arrived was not friendly and seemed very annoyed that we were a last minute booking. We were traveling by car and decided to stop for the night as we were tired.