Willow Inn Suites Rochester

The pool and hot tub weren’t available despite being advertised, and breakfast was just okay. The coffee tasted stale, and there was no coffee in the room. The rooms were outdated, and I smelled strong cigarette smoke on the stairs. Housekeeping hadn’t been done, trash was piling up, and the tub was dirty. An attendant used a plunger to get it draining but never cleaned it. The sides looked filthy, as if they weren’t using cleanser.

The bed was comfortable and my room was clean, but the shared areas needed attention. The staircase needed vacuuming, and many windows were dirty. The lobby was dark and felt less welcoming. The pool and hot tub had been drained. I expected a bit more from a Country Inn & Suites.

We used to stay at this motel whenever we visited Mayo, and for years it was clean with genuinely friendly staff. The recent change in ownership seems to have turned things around completely. Nobody answered when we called to book, we didn't get the Mayo visitor discount we used to, and with a 7 a.m. appointment, staff wouldn't help arrange an early shuttle. That shuttle was one reason we chose a place outside town. Check-in was rude and argumentative too. The room was filthy and poorly maintained. It smelled stale, the windows and mirrors were smeared, the tub was dirty, the shower curtain was torn, and there was urine on the toilet from a prior guest. The washcloth had makeup stains. The loose toilet seat nearly came off, and the sink handle fell into my hand. There was no heat lamp bulb, just an empty live socket. Even the pillows on the king bed were tiny, like youth-bed pillows. We skipped the breakfast because the eggs looked mediocre, the sausage seemed undercooked, and the potatoes looked frozen. Even the coffee was cold. The pool also appeared to be closed, since nobody was using it. It's hard to believe this place went from wonderful to this level. Buyer beware.

After three nights here, I wouldn't come back. The whole hotel, including the room, smelled of cigarettes, and the front desk service was awful. Calling was even worse. Staff kept sending me to the manager, who only seemed to be around for a few hours a day, and nobody could explain the billing. They charged me twice for the room. There are plenty of other hotels nearby, and I'd choose one of those. This place barely deserves one star.