Best Western Plus Heritage Rail Inn & Suites

The staff made us feel welcome while staying friendly and professional, and the beds were really comfortable. Our room was a nice size and well kept. The hotel is in a good spot, quiet but close to businesses we might need or want to visit, and I felt safe there. There’s also a nice bar and restaurant for a drink or a quick bite. If I’m back in the area, this will be the first place I check for an available room.

Our three-person room worked out well, with two beds and a pullout, and breakfast was enough to satisfy our hungry college athletes. The URochester Men's Soccer team stayed here, and the staff helped us with serving utensils, garbage, and a place to eat the catered team dinner before our match. They also had our room cards ready when we arrived, so check-in was quick and easy. We’d stay again!

The fourth-floor ice room smelled and looked like straight trash. Our shower barely worked, and the room could have been cleaned better. On the second day, our room still hadn't been cleaned by 6 p.m., so I called the front desk for towels. The woman sounded annoyed and told me to come down because she was busy. When I asked why the room hadn't been cleaned, she said they were busy checking people in and repeated that I should get the towels myself. I went downstairs and found the same woman who'd been complaining the night before about having to do her job. There was nobody checking in or out, and two women were at the desk. A child was sitting on and behind the counter, too. From the moment we walked in, the woman at the desk had been complaining and slamming the phone. I 100% do not recommend this place.

The breakfast eggs were slimy, tasteless, and had some rough pieces in them. If you want juice, pancakes, or waffles, get there by 9:30 on the dot. The place looks luxurious, with hardwood floors, nice countertops, a soft bed, and a fancy shower, but there were dead bugs, hairs, and some dead skin in the bed. I was traveling for work and checked my friend's room, which was decent. If you can, avoid the fourth floor. I saw the maid clean the entire floor in about an hour. After breakfast, he was at one end when I went to my room, then at the opposite end when I left to move.