Best Western The Inn At Rochester Airport

I asked them to cancel the original reservation and move me to the cheapest room with four beds, but they still charged me for both bookings. My reservation said there would be two sofa beds and two full beds; the room only had one sofa bed and two full beds. When I pointed out that it wasn’t what I’d paid for, they told me to book another room instead of fixing their mistake. It’s basic information, so how did they get it so wrong? They left me paying extra for a problem they caused, without taking responsibility. The honesty, accuracy, and customer service were shocking. I’ll never stay here again, and I’d tell others to think twice before booking.

I was kept awake by planes passing overhead and got no restful night, since they woke me repeatedly. My room was at the far end of the hall. It was clean and satisfactory, but the aircraft noise really affected my sleep. When I mentioned it to the front desk attendant the next morning, he didn’t say anything and just shrugged.

This place has really gone downhill. Years ago it was wonderful. The shuttle didn’t work, and I was left stranded at the airport at 11 p.m. My room smelled, the shower dispenser had no soap, there was no lotion or hand soap, and the hair dryer didn’t work.

The rooms were clean and as advertised, and the hotel felt very safe. The staff were so sweet and accommodating. It’s close to the airport and has a complimentary shuttle. I’d definitely stay again to support the lovely people running it :)