Friendly staff and a clean place to rest your head The hotel room was clean and tidy. We had a 2 queen suite and it was plenty big enough. Beds were comfortable as were the pillows. The A/C malfunctioned but we opened the window and the breeze was more than enough. The staff was very accommodating and respectful. The best part is that there is a Cracker Barrel restaurant within walking distance. (30 second walk. lol). The morning breakfast was disappointing and there was no real attention to detail on that. You are better off just going across the street. That would be my only negative.

Couldn't Find A Shovel Comfort Inns & Suites are a dependable brand. The rooms are typically comfortable, the breakfast options are adequate, and the staff are usually accommodating. Such was our stay at this inn. We had no issues until it snowed overnight (only about 4 inches). Although the contractor had his plow moving snow in the parking lot, the sidewalks around the inn had not been cleared by the time folks were starting to check out. My wife mentioned to the morning desk clerk that the sidewalks needed attention before someone with mobility issues fell. The clerk said that he could not find a shovel. Wow! I thought that Rochester usually had snow in the winter and prep for it might start in early November. But no shovel at the Inn? I brought a shovel in our van, knowing that snow was likely that weekend, and used it to clear a path to the side entrance closest between room and van. Hopefully, the Innkeepers have found or purchased a shovel. Snow in Rochester in January? Who'da thunk it! All that said, we'd stay here again.

Dirty Rooms We checked in at 8:00 pm and by 9:00 pm we had checked out. The room we were assigned was dirty. It had not been vacuumed and there were crumbs, dog hair, a candy wrapper and a contact lens in plain sight on the carpet. The beds were badly made, the table had crumbs & rings from glasses. The little bottles of shampoo and conditioner in the bathroom were clearly used by previous guest. We asked for another room and it was worse than the first. Again, not vacuumed, with a partially eaten cookie, a dime and a used napkin lying on the carpet. Dried food residue was on the table. We opened the sofa bed, as we would be needing it and there was a chocolate candy stuck to the mattress cover, along with crumbs and long hairs. We went back to the front desk and were told there was nothing that could be done except to cancel the reservation. No offer to have the room cleaned. So at 9:00 at night our family had to call around to find another hotel, repack the car and leave. We reported the incident to customer service the next day and received a generic, “sorry for the inconvenience” email.

Horrible We had a serious unfair issue. I have to work on several radio stations with good WiFi. It didn’t work correctly so I asked the overnight young lady if I could have a late checkout to complete the work she gave me til noon on an 11 am checkout. I said fine she put it in computer. Next morning at 11am The cleaning crew wanted to come in I said I was given a late checkout. They sent manager Nelson up to knock on my door interrupting work again. I said the lady on the Overnight said I could stay til noon. He said no I don’t have that info you have to leave. I said how am I going to complete my work. The point is he didn’t even bother checking the computer notes. We just came over from Hilton to get a different hotel experience. I’ve never felt more unwelcome. And I would recommend you definitely steer clear. They don’t care about the customer and make you feel horrible. Finally someone found the late checkout notes gave them to Nelson the manager and he couldn’t even bother to come out to apologize. Wasted precious time and got me in trouble with my company. A disaster for me. Marc Coppola National Radio Personality

Terrible customer service, Reservation canceled on us I had quite possibly the worst experience of my lifetime at this hotel. I booked 2 weeks in advance, paid in full for a contracted rate in which I was locked in and could not cancel. My family drove 3.5 hours to Rochester, arriving around 9:30 at night. When we arrived we were told that our reservation had been canceled, and that nobody called us about it because they were "too busy". The staff told me that "Expedia customers overbooked the rooms, and we had to cancel 2 reservations... yours was one of those" even though I booked through the Choice hotel website and am a rewards member. We were told that they moved our reservation to the hotel next door.... which ended up being a room that sleeps 4 people even though I had my 4 children with me and our original booking was a room that sleeps 6. The staff at this hotel told us that it would be fine, the other hotel will just give us extra linens so that my husband and I can sleep on the floor. The hotel next door was as accommodating as they could have been in this situation, but ultimately my husband and oldest child had to track down a friend in the area and sleep on their couch. Terrible customer service. I can't speak to the quality of the rooms or amenities as I wasn't given a chance to experience them.