Hotel is fairly new, cleanliness, amenities, room would rank 5 stars. Breakfast 3-4 stars,no staff available to assist. Front Desk 2 stars. Stayed 1 nite , drove 5.5 hrs from NYC on 6/19/26. On my way , i called hotel and call was answered by Shaina , as i requested an early check in, she never asked what time i was requesting & told me to call back by 1:00 pm. I callled back 12:45 pm and same individual answered and told me to call back 2:00 pm , seemed very cold and apathetic. Finally called at 2:00 pm and she said room was available. Upon check in i was met by this very cold and apathethic individual ( Shaina) never explained amenities, and breakfast times and was very unprofessional in her manner when asking for my ID and payment. I suggest management should better people at front desk who are happy and caring for guest who pay to keep business going. I would understand if incase she may have a bad day, but upon check out she still having the sour face & doesn’t seem to be happy with her job. I’ve always used Homewood Suites evry time we visit Rochester, but due to friends recommendation that this was a new hotel, i heeded thier advice to give it a try.
I guess il just stick with Homewood Suites next time.
Hopefully other guests wont have to deal with this lady. 🙏