Studio 6 Corporate Extended Stay Rochester Henrietta NY

We had confirmation and had paid for three nights, and even received a message through Expedia with check-in details and an offer to reserve early check-in. But when we arrived with our luggage and toddler, the desk said they were sold out and wouldn't honor reservations because of a "maintenance issue." We had received no advance notice, and there was nothing about it on their booking pages. The worker said our booking was canceled, clicked "cancel with refund" on an iPad, and promised an email confirming a full refund. Several hours later, no email had arrived, and now we have to jump through hoops to get our $245 back despite never checking in. We scrambled for another hotel, and the worker was no help, just saying it would be hard because "it's a weekend." I don't hand out one-star reviews lightly, but this doesn't feel like a real business. I'm half convinced it's a complete scam. Stay away.

I booked two rooms, but arrived to find a run-down exterior, signs on the doors saying "no availability," and lobby notices that towels and linens weren't available because the dryers were broken. There were also signs with a number to call for help, but no employees in sight. The woman on the phone refused to honor my reservation because the computers were down and told me to contact customer service. Customer service said the property had been acquired recently and was having a lot of issues, and assured me I wouldn't be charged. I was charged full price for both rooms anyway. Motel6 customer service then said it was because I hadn't canceled in time. I repeatedly explained that I had shown up and been refused a room because their systems were down, but they told me to call my bank. Terrible customer service.

After driving six hours with my family to Rochester for a graduation, we arrived at the hotel we had already booked. A sign outside said they weren't accepting walk-ins or new reservations, so we went in, thinking our existing reservation was fine. A woman who had been yelling on her phone outside followed us in and shouted that they weren't taking reservations. We calmly said we already had one, but she only got louder, yelling in our faces and spitting as she spoke. She said nobody was getting rooms and that housekeeping had been fired. Staff later implied the workers had quit because of how they were treated. This happened in front of staff and other guests. When I asked her to speak respectfully and stop yelling, she ranted about having a rough day, being pregnant with twins, and told us to call Studio 6 for a refund and find somewhere else. She stormed off and called police, falsely saying we had threatened her and asking for us to be removed. We'd just walked into a hotel we had legally booked after a six-hour drive from home. Later we learned she was the manager. She had her boyfriend there acting as security, and most staff seemed afraid to speak up. Nobody corrected the story she told police except one employee, who finally said the manager had been yelling at us from the start and that her account wasn't true. It was one of the most disrespectful, unprofessional hotel experiences I've had. No customer should be treated this way. The whole day was ruined, and the way we were treated and accused was disturbing.

I arrived around 9 PM on May 23 after a lovely day at Highland Park and the Finger Lakes, exhausted and ready to sleep. I had a confirmed one-night reservation at Studio 6 Corporate Extended Stay in Henrietta, Rochester, but the front desk employee said the system was down and she couldn't see reservations. I showed her my confirmation on my phone, but she refused to help or even try to accommodate me. She raised her voice, was rude, and blamed me for booking through Booking.com instead of directly with the hotel. I contacted Booking.com right away. While they tried calling the hotel, I could hear the phone ringing at the desk, and the employee ignored it. I ended up crying, stranded late at night, and had to find and pay for another hotel after a long day of travel. This was one of the worst hotel experiences I've had. The service was unacceptable, extremely rude and unprofessional, with no basic hospitality. I'd never recommend this place.