Woodspring Suites Rochester Greece

We killed more than thirty cockroaches in one night, mostly coming out around the bathroom. Even after spraying the room, they kept appearing, so we couldn’t relax or sleep. The front desk wouldn’t move us, so we drove to Walmart, bought roach spray with our own money, and tried to deal with it ourselves. We bagged our clothes and left them in the freezing truck, then paid for a laundromat to avoid taking roaches home. I wish I could post the photos of the roaches and eggs. The room had looked good at first, apart from a kitchen cabinet hanging off its hinge; it had a flat-top electric stove and full-size fridge, but no dresser. We’d booked one room with two beds and were mistakenly put in two rooms, though they apologized. At check-in there was no trouble getting a room, but we heard people saying residents lived there and were on welfare, and saw them hanging around the lobby. We aren’t against welfare, but didn’t want to share a hotel with people living there. We also had to find our own Japanese buffet because they couldn’t recommend places to eat. The hotel had no breakfast or special amenities. They said they were full and couldn’t offer another room, though the lot had only around ten cars. It looks nice from outside and is close to many things, but this was the worst hotel I’ve ever stayed in. The service and stay were awful, and I’d absolutely avoid it.

Nearly two years after my brother-in-law died, my sister is still waiting for the refund the hotel promised for the unused part of his prepaid stay. She had even offered to pay for his four nights and another five because housekeeping was unwilling to enter the room, about $1,000 total. The hotel refunded only the door fee. What happened started just four days into his 30-day stay, which he’d prepaid. The charges were on my sister’s card, and when she grew worried and called several times, the front desk kept saying they’d check on him, but never did a proper welfare check. The room was locked from inside, yet they didn’t call the fire department or follow emergency steps. They said we had to pay a few hundred dollars before they’d remove the door, while we feared something was seriously wrong. When they finally dealt with it that Sunday, it took hours, basically the whole day, to get the door off. The stress on my sister during a crisis was unimaginable. The manager at the time, Sarah, promised the refund after my brother-in-law passed away. Since then, staff have given every excuse, saying the manager was sick or away, promising a call tomorrow, or asking us to try next week. No calls or emails came. Management has since changed, and even after we gave the new team proof, recordings, and documents, they’ve ignored her. My sister became a widow overnight, and a hotel’s failure to honor its own refund promise was the last thing she needed while grieving. We’re moving toward legal action. A hotel that mishandles welfare checks, ignores emergencies, demands money before opening a door, and leaves a promised refund unresolved for nearly two years is not somewhere I’d feel safe or respected.

I took my five-star rating back fast. These two workers kept banging on our door before 11, and this was the third day in a row I’d been woken at 11 a.m. This time Sydney came with her manager, and I’m sending the updated harassment video to the company that owns the place. I’m waiting for Adam, the manager who saw what happened, to tell me whether she’ll still be working there. If she isn’t, I expect her to stay well away from me and my room. The same women were laughing at me in the elevator after I didn’t want to ride down with them. They also woke me an hour after I’d gone to sleep and an hour before checkout. They think I don’t know what they’re saying in Spanish, but I was recording, and I hadn’t done anything to them. This began when I went downstairs confused about a charge. At check-in, I’d been told housekeeping was covered, so I was waiting for a sheet showing charges for linen only, without housekeeping. One woman took everything I said as an attack, though I was just confused and then said okay. There was no complaint. She threatened police, the manager, and checkout anyway. The other, bigger woman didn’t comment, just helped with the paperwork, and neither would tell me their names. Hall staff and a long-term guest were much kinder in explaining things. Maybe they’ve had problems before, because they seemed far too ready to fight someone. Even if I had complained, no one can be cheerful and polite after only an hour of rest.

The rooms feel comfortable and quiet, and the place has a welcoming, home-like feel. The stairs, elevator, and hallways are kept very clean, even when some guests make a mess, because staff take care of it right away. Adam’s arrival as manager has changed the front desk experience completely. The two previous managers seemed inattentive and lackadaisical, but Adam answers the phone himself and is extremely helpful to people booking or asking about services and amenities. He sets a great example for staff and is always friendly, kind, and helpful to residents. Sydney in Housekeeping is wonderful, as are Pocho, Charlie, and Robyn. I’ve lived at WoodSpring Suites in Greece, New York, for six months, and you won’t be disappointed staying here.