The customer service @ this hotel was HORRIFIC! NEVER staying here again. I had a reservation issue resulting in a 3 room reservation. I called the hotel immediately after realizing the issue (NINE minutes after my cancelation deadline). They told me I had to reach out to the reservation company as there was NOTHING they could. I called them and they contacted the hotel, & was also told there was NOTHING they could do to cancel my extra reservations. As a last ditch effort to try & cancel something, I reached out to the hotel manager, who rudely told me someone had already tried canceling for me & the notes under my reservation stated I had been informed there was nothing that could be done. Knowing there was a national dance competition in town, I asked AGAIN @ check in if they would be able to cancel @ least 1 of the reservations. As the desk clerk was telling me there was nothing she could do per the notes on my reservation, the clerk next to us turned away another potential customer looking for a room w/ 2 beds, which is what I was trying to cancel. So they wouldn’t have even been out money even, just a bit of time to cancel my reservation & book under the other guest. W/ SO many other great hotel choices in Rochester there is no need to stay somewhere that treats their guests so poorly. If proximity is an issue for you, there are several hotels that even offer free shuttle services for their guests. Check them out!
The customer service @ this hotel was HORRIFIC! NEVER staying here again. I had a reservation issue resulting in a 3 room reservation. I called the hotel immediately after realizing the issue (NINE minutes after my cancelation deadline). They told me I had to reach out to the reservation company as there was NOTHING they could. I called them and they contacted the hotel, & was also told there was NOTHING they could do to cancel my extra reservations. As a last ditch effort to try & cancel something, I reached out to the hotel manager, who rudely told me someone had already tried canceling for me & the notes under my reservation stated I had been informed there was nothing that could be done. Knowing there was a national dance competition in town, I asked AGAIN @ check in if they would be able to cancel @ least 1 of the reservations. As the desk clerk was telling me there was nothing she could do per the notes on my reservation, the clerk next to us turned away another potential customer looking for a room w/ 2 beds, which is what I was trying to cancel. So they wouldn’t have even been out money even, just a bit of time to cancel my reservation & book under the other guest. W/ SO many other great hotel choices in Rochester there is no need to stay somewhere that treats their guests so poorly. If proximity is an issue for you, there are several hotels that even offer free shuttle services for their guests. Check them out!
