Comfort Suites Rochester Henrietta University Area

The non-smoking room was clearly not non-smoking. Our eyes burned and our clothes smelled of smoke the next day for our college tour. The smoke detector in our room was non existent. When I addressed it with staff, he was polite as he told me that they knew there was no smoke detector and that there wouldn't be one for our stay because of a contract/insurance requirement related to installation. I told him that the room reeked of smoke and that it was a problem. He apologized and said there was no room for them to move us. Why would you book a room as non-smoking when it clearly reeked of smoke (and why would you not abate the smoke at that) and that violated code?

A representative reached out to me after I completed their electronic survey and said that they were sorry about our stay and said they were going to let the maintenance staff know. A useless apology as the maintenance staff already did know about the issue. The issue is that they knowingly booked and billed me for a room as non-smoking that was clearly not AND that violated safety code. So in addition to a problematic stay, the response was equally inadequate.

Why wouldn't you call to let us make the choice to cancel (we arrived at 8 pmish)? Why wouldn't you offer a refund/discount or direct us to one of your other properties when you know this one is unhealthy and unsafe? Why would you respond to feedback with "We'll let them know" when they already know?

Save yourself the trouble and book elsewhere.

Didn’t have our reservation. Had to pay full price. Trying to get receipt for stay was a nightmare. After days of being told there was no record of me staying there I had called customer service and they were able to get me what I needed.

I was there for like 5 days and the whole time I was there I couldn’t shower not 1 time and my bathroom I told them numerous times since the day I checked in that there was hair in my shower from whoever stayed there before me and asked them to clean it or move me to another room they didn’t do neither they wouldn’t move me to another room and kept telling me they will clean it and never did and then they charged my card twice and gone try to tell me I can’t stay there anymore cause it wasn’t paid for the worst experience I ever had at a hotel I will never go there again or recommend it for anyone to stay there

2 things
Sean the front desk was not friendly . I fell walking into the establishment. The concrete in front was sticking up and didn't notice and fell. I said to Sean that I fell out front he just shrugged his shoulders and never said anything .
Also they charged $5.00 for parking. Not sure why didnt have to do that before.

Hallways weren’t clean

No fan in bathroom, breakfast was poor

When we set up the reservation, it was for 6 people. We didn't have sheets or blankets for the sofa bed and had to go back out to to the desk to get more at bedtime for the kids since there was none in the room. Breakfast, what was there, was good but we were out there at 815 and most stuff was gone and not replenished even tho breakfast was until 9. Most TV channels were not functioning.

KITCHEN: Not enough food to support the amount of people that were there for breakfast, several bins empty. Also almost every chair at the tables were very warn out and faded along with multiple tears, disgusting. Coffee ran out by 830am, again not enough coffee dispensers to provide quality to whom ever was there for breakfast.
ROOM: immediately the toilet was clogged and would not go down, nor flush adequately. Was provided a plunger at the front desk that was placed into a trash bag. Had to plunge toilet 14 times and still would not go down. Thankfully I was able tp get someone from maintenance to snake it, which answered the problem. Comforter on bed had what seem to b old blood stains on it, had to get a fresh one. Also one of the sheets had old stains on it. The bed was broken away from the frame it sat on allowing it to sag at the one corner. Carpet had multiple stains throughout room, and as well the entire building. Blinds wee re very hard to close and open. When first walked into the room my son noticed a small flag sitting on a sprinkler head above the TV. This flag was a antifa symbol.

Counter staff when we tried to check in said no and weren’t very helpful

Beside the bed of phone charger outlet is not working.

Did got the shower to work

well people was running though the halls at 3 in the morning and slamming the doors it also was trash in the halls they also told me they do not except chime when i got there they need to put that on booking so people will know