Best Western Rochester Marketplace Inn

Reviews

Reviews are sorted by relevance, with the most helpful and insightful feedback listed first for easy reference.

  Bob Hamburger
a week ago
Reviewing this hotel is tough because the experience was a real mixed bag. PROS: Outstanding front desk service, reasonably spacious and comfortable rooms, very convenient location, good complimentary breakfast, free parking. CONS: decor is tired and outdated, hallway and laundry rooms were messy. Most noticeably... The evening we checked in, they had obviously just shampooed all of the hall carpets, but didn't dry them, so everything was wet and swampy and smelled awful. The front lobby gives an upscale impression of classiness which unfortunately was contradicted once we got upstairs. The moral of the story is that some updating and a little more attention to details would elevate the guest experience. Acceptable basic accommodations for now.

  Mike Dian
a week ago
Do you like rude staff? Do you like being Threatened with fees? Do you like Spiders? THIS PLACE IS FOR YOU! When checking in, I was given no information on amenities, how to get to my room, time of Breakfast, nothing. We started getting our breakfast 15 mins early and were threatened with a 250 fine for "violating hotel policy" the food was out and ready, other guests were getting breakfast. One morning we found a spider on the wall, that was disgusting. We will not go back.

  Richard Neulight
5 months ago
This is the second stay at this location. The hotel itself is tired and in need of updating. I do note that the (included) breakfast was more appealing this trip than last.However, what brought me back to this particular place was the service I had received from front desk personnel during my last visit. And true to that standard, once again pretty much the ONLY reason I would choose this place over some of the more upscale venues is that the employees are first rate.Last visit (about 18 months ago give or take) it was Deirdre at the desk and one other delightful woman whose name eludes me at the moment. So this time I was determined to remember the names of the individuals who were so responsive and helpful: Angela and Robin.They took pains to see we were comfortable, adjusted our check-out time after we explained that we had to change plans due to car trouble - and then went with the flow when we needed to change them again - all with a smile and a genuine customer focus.This dedication to the guest's comfort can't be purchased by simply offering someone a high wage. The people have to understand what service looks like and feels like to the guest. Someone is doing a good job of screening and training this hotel's employees. The industry is fickle and demanding and it takes special people to be in its service.Many thanks Angela and Robin for your attention and courtesy.Walkability: As the name of the hotel implies, there is an adjacent marketplace with unusual stores.

  Mahesh G
3 months ago
I stayed at the hotel for 2 nights & the rooms were quiet, toilet and beds were clean and has free parking. Towels were changed everyday and the breakfast menu was pretty decent. It s pretty close to everything (Groceries, Gas, Restaurants, etc.). The front desk staff were good too. The only concern was there were moulds on muffins that I noticed and the entire plate was replaced after I reported it to the staff.

  Brianna Lopes
5 months ago
Think twice before booking here, I know the cheap price can be tempting but unless you re okay with aggressive neighbours, arrogant staff with no care for your safety and risk being thrown out on the street with no warning then I would suggest spending the extra money elsewhere.My friends and I were visiting from Canada to see a show. We arrived at 3:00pm and were out of the room until about 10:00pm. We spent about 30 min in our room from 10:15pm - 10:45pm, we had a few drinks and were talking, laughing, typical things you would expect people to do in a hotel room.We were met with a very scary encounter from our neighbours who banged on our door, and proceeded to push their way into our room demanding that we were quiet or else. They continued to harass us, and each time we calmly told them to call management as we feared for our safety if we continued to open our door for them. We thought management would be more calm and level headed, and a safer option than an angry stranger. We were wrong.The supervisor named Matthew arrived at our door and advises us there were some complaints. We immediately apologized and explained that we were just talking and that we are about to leave to go out. We also tried to explain that the neighbours pushed their way into our room and were aggressive towards us, although he did not care at all of what we had to say. He also pushed his way into our hotel room, not even asking if he can come in, and immediately said hm this isn t going to work. Confused, we asked what the problem was and his response was you guys are being rude, and loud and you need to leave. Again, we tried to explain that this is only our first warning, we are leaving and we would quiet down when we are back. He got very agitated, and was visibly shaking with anger, and didn t even try to communicate his logic or reasoning with having us kicked out. He then shouted that s it, I am calling the cops! And stormed out of our room. Stunned, we began to pack our belongings. when the cops arrived they listened to us, and made us feel heard. They advised us that this happens all the time at this hotel, we did not do anything wrong and to speak to head office of the hotel.it was quiet pathetic to see how poorly Matthew the supervisor handled this situation. As a manger myself, I would think you should be able to communicate clearly, keep a calm demeanour and listen to both sides of a story before making such a rash decision. It seemed like he just wanted to be right and had a power trip over us.Not only that but you would also think a hotel would prioritize the safety of your guests. my safety was totally disregard as he allowed for such aggressive guests to behave as they did. I was genuinely scared each time they came to our door.Disgusting management and service, will not be staying at any best western again or ever recommending them, as Matthew did such a poor job representing this company.

  ross antoniooo
5 months ago
This place had no care for my well-being or safety. I was wrongfully kicked-out of my room over allegations from a neighbouring guests that were aggressive with me and my guests and wouldn't stop harassing us for the brief time we were even in the room.The manager on duty that night named Matthew was condescending and did not let my guests or myself explain our situation or about the experience with the rude guests next door. Instead, he came into our room and simply said "no, this isn't going to work." He dismissed us without a care in the world, and then continued to call the cops on us to get us removed. Not once did he ask what happened and nor did he care, he was only concerned about removing us and being a Canadian, I can't help but wonder if he had prejudice against us.The cops came to our room 10 mins afterwards and they allowed us to explain our situation. They completely understood and said that this happens often at this location, however, they still had to remove us because of Matthew's decision.At the end of the day, I felt like my safety and security was not met with this booking and rather I was wrongfully removed from my room and the manager Matthew was complacent in it. He did not give me the time of day and was more focused on having us be removed than deal with the situation at hand like an actual manager would. He provided us with no customer service and was rude and arrogant.I do not recommend this place to anyone as there is a risk that you can get removed without warning and without any security of your accommodation.

  Tabatha Hogue
a month ago
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  Lorenz Schmid
5 months ago
Absolutely worst hotel experience we've ever had. We had a room booked for 2 nights. We arrived pretty late at night, and the clerk very rudely said that they sold the room even though we prepaid. The next day, we called back to try and speak to a manager. The person we spoke to said that we DID CHECK IN AT 9:42PM (gave our name which was still on the reservation)... We eventually got a hold of a manager, who reviewed the camera footage and confirmed that we did not check in at all, and finally they agreed to issue a full refund. We're thankful that a refund was issued, but what the heck happened? Seemed extremely suspicious and unprofessional for them to check some random person in (probably a friend of the clerk) into OUR room under OUR name. Absolutely terrible hotel - highly recommend avoiding this hotel at all costs!!!

  B Jahnke
5 months ago
The hotel itself is typical of a 3-star rating, although the safety concerns we faced during our stay and absolute lack of service, acknowledgement, or response from management was appalling. Hence the 1-star review. The hotel has been having issues with their key system, enabling some guests to have master keys where they could access any hotel room. We were on the receiving end and had our room accessed three times with us inside. Being told that the hotel was aware of this issue and was "looking into it" didn't provide us the sense of safety, acknowledgement, or accountablity we sought. We were traveling with two young daughters, which increasingly left us feeling incredibly unsafe. I reached out to the staff and then the manger for 5 consecutive days via phone and email and never once received a response. DO NOT STAY HERE if safety is of concern. Management is non-responsive. Outreach was also made to Visions Hotels, the hotel management company, regarding this issue with no response.Safety: This is NOT a safe hotel. With the issues they are having with their key system alongside their lack of response and acknowledge towards fixing it, I wouldn't stay here again.

  Kitty Wong
3 months ago
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  Juliana Simone
10 months ago
Decent place to stay right on the main drag of Jefferson Road in Henrietta. No restaurant or bar in this establishment, but bonuses are a full complimentary breakfast, an in-room mini fridge and microwave, nearby eateries and ample parking. No King beds available, one Queen size bed had a newer and better mattress, the other had a soft somewhat springy one. Room service did ask if we wanted our room cleaned even with the do not disturb sign coming back from breakfast in the hallway, and we politely declined which they thanked us for.Breakfast for two mornings had sausage as the meat each day, even though a menu said there would be bacon. Understandable with prices these days, sausage was a better choice for Best Western. One day had patties and the other links. Usually, I prefer links but in this instance the patties were better. We appreciated the variety of milk offerings in a mini fridge on the station for those who didn't want the standard little plastic cups of cream. Almond milk, skim to whole, lactose-free, etc. The prepared waffle mix they choose for guests who want to press their own in the griddle was better than most. A good variety of fruit, yogurt, bagels, and muffins are included for those who prefer a continental type meal. The staff was hands on in terms of refilling all things right through the open hours and polite.For a three story building, they should have an ice machine on each floor. Who wants to go down to the lobby to get ice? Vending machines have the usual convenient items for those who need something during off hours or who aren't planning to go out. Overall, not a bad choice for a place to stay that isn't a higher end hotel.

  Shawn Vine
8 months ago
It was a pretty good motel. Staff was helpful and pleasant. The room was a typical motel room. It was clean and I had no problems. It does seem like the whole place is due for some updates, but I enjoyed myself. Only things I was disappointed with was the internet. Not the fastest and the television was toed to the wireless apparently. And like most motels, it's a bit noisy, so you can hear everything in the hall. Overall a good stay.

  Jonathan Mack
8 months ago
The front desk staff is incredibly helpful. I had a week's stay and had interfaced with almost everyone and I can say they are Top Notch, Top Class. They are constantly cleaning surfaces, checking on clients, listening for needs, and so much more. One time, I was working long hours for my job while I was sitting at their guest/business station; and one of the front desk personnel came over to check on me. After I declined his offer of complimentary coffee & tea, he proceeded to take the additional initiative to place a fresh cold, bottle of water next to me, just as a friendly courtesy. This was act of kindness was well after midnight, and he (as well as other staff members) still had the mindset to serve their customers. If I travel back to Rochester again, this will be my first preference to have my stay.Food & drinks: The complimentary breakfast is Great Value! You get hot meat (sausage), eggs, bagels, yogurt, oatmeal,fresh fruit, multiple beverages (incl. tea), an assortment of individually wrapped muffins,... and to top it all off ... they have a WAFFLE Machine. Their breakfast was so good, that I stayed to eat their [Best Western's] breakfast instead of the breakfast I paid double for at a conference.

  justsomecanadian
8 months ago
The worst service I've ever received from a hotel. Paid in full two weeks ago and called yesterday to reconfirm my reservation and request for a playpen for my 12mth old. I arrived tonight to check in and was told that they overbooked and they want to relocate to another property with a lower rating that is twenty minutes away. We arrive at the other hotel with our four year old and 12 month old and are told that this property has no playpen/crib and only has a king bed. It's now midnight we have screaming exhausted kids and we're expected to sleep four people in one bed. ZERO STARS for the lack of apathy and consideration by the staff. Rest assured we will avoid this chain at all costs and let everyone know about the experience. Best Western, don't bother replying to my comment with a cookie cutter response.Edit to your hotel's response: I'm sorry but if this was your "best to accommodate" then your establishment should not be in the customer service industry. You didn't even call and/or email to let us know so that we could make alternate arrangements for our too young children. No form of communication or compensation was provided. Your unempathetic response further proves my point of this being the worst hotel we've ever stayed at. Rest assured I will be filing a full written complaint to your higher ups.

  Scott Harrison
4 weeks ago
Nice workers! Great rooms! And service!! Lots to do around and lots of shopping and restaurantsRooms: Clean cozy and comfortableNearby activities: Lots to doSafety: Very safe no issuesFood & drinks: Lots of places to eat and the breakfast is great too!!!Noteworthy details: Nicole and Angela are great and friendly and helpful

  Richard Chin
11 months ago
Our stay at the Best Western Rochester was great for it's value. We only stayed one night, but it was great for us to catch up on rest. The rooms/facilities were quiet allowing our toddler to get her sleep. The driving factor for my decision for this hotel was that they offered EV charging (2x Tesla, 1x J-1772) .. all of which were empty and free to use during our stay. The only feedback was the room was a bit musty .. but nothing an open window couldn't fix.

  Jim Harris
7 months ago
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  Oriana Ortega
10 months ago
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  Craig C
10 months ago
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  Sofia J
a year ago
Loved the rooms you can shop all US stores at the market place within 3 to 8 min drive from here. Very good breakfast with scrambled eggs sausages and waffles. Non smoking hotel which was very pleasant.Rooms: Rooms were clean and goodNearby activities: Market place mall had jc Penney, walmart , target, five below and lot other stores within 8 min drive. Strong museum of play was closer.Food & drinks: Had some indian restaurants nearby. Hyderabadi biriyani house was awesome. Had good breakfast in the hotel itself

  Jensen Dinesh
a year ago
We had a pleasant stay with our 2 kids for 2 nights. We had no issues, the hot breakfast was delicious. Staffs are friendly and polite. Well maintained property, close to shopping and restaurants. Safe place to stay with family and friends.Nearby activities: Easy drive to The Strong - National Museum of Play

  India Johnson
6 months ago
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  Joseph C
8 months ago
This has to rank as one of the dirtiest hotels that I have every stayed in. The towels that were provided were wet and dirty. The bedsheets looked like they were not changed and to top it all, the door to the room would not lock. The deskside manager appeared swamped by other client requests. I would not stay at this hotel again.Rooms: Rooms were very dirty and not cleaned

  Matthew Vincoli
a year ago
Stayed for 4 nights over Labor Day weekend as part of a large group in town for a competition. Angela, Robin, and Matthew at the front desk were all super friendly and helpful. I was in charge of serving meals for this group and they were very accommodating and did whatever they could to make things easier for us.The rooms were clean and everything was functional, however the bathroom and especially the sink area were a little small.Location is great, close to the highway and so many stores and restaurants. Anything you need is within a mile or two.Thank you to everyone there for making our stay a pleasant one!

  Michael Szubrowski
3 days ago
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  bryan burgio
a year ago
Check in is at 3 and when I got there I was turned around at the door and asked to come back at 4. It s now 4 and I m once again asked to come back later. I finally checked in at 6:30. I asked for late check out as a trade off, I was told no but I 40 dollar credit would be applied to my stay. At checkout there was no credit and the lady refused to give me one. The hotel also called the police on some people two nights in a row because they were sitting in the common area minding their own business after 10 pm. The police came and left both times in under 10 minutes. All because some 19 year old working there had a power trip. This hotel is definitely a no. It s a shame because the place was clean but the staff was just awful

  DLP
a year ago
Rude workers,rooms are very dusty and dirty ! THe water barely gets warm which is terrible especially for the amount of money they charge per night. They sometimes reuse blankets without rewashing them because they run out. Just pure disgusting the only incentive about this location would be that it's located near multiple attractions

  Jacob Felice
a year ago
Room was decent. Seemed clean. Could use updates. Curtains did not stay covering the entire window without using hangars to clip them shut. Bed was comfy. Coffee was bad.Overall, good for the price we paid. Would stay here again if price is good.

  Eris Kalitara
7 months ago
Inexpensive, quiet, comfortable. Main issue was electronic door cards not working on outside doors and staff repeatedly "fixing" this without fixing it. Conveniently near the university campus.Nearby activities: There are several good places to eat in easy walking distance, the only safety concern being crossing streets. Many more restaurants and grocery stores are a short drive away.

  Joanne King
a year ago
Clean, wonderful staff, good breakfast, comfy bed & great location!Only negatives are extremely small bathroom with sink outside, and poor lighting a few small lamps (only 1 to share for 2 queen beds!) Nowhere to read even bathroom lighting was poor.Would definitely stay again I d just bring a portable light or two.