Fairfield Inn & Suites Rochester West/Greece

We booked this hotel with our friends. They got a separate room, we both put under special recommendations that we would like our rooms to be on the same floor, and if possible next to each. Upon arrival the parking lot was a mess, the only hotel in the plaza that hadn’t been plowed. Once checking in I made sure the front desk personnel knew about our request, long story short she did not care and placed one of us on the first floor and another on the second. Had there not been a large group in line behind us I would have brought this to her attention again. After checking in we went to the pool as we were staying for that sole purpose and the pool area was a huge disappointment. The pool itself was incredibly small and completely murky, there were no towels, they had to be requested, and the floor area was so gross, definitely not tended to. If you are looking to book a hotel for the purpose of swimming, this is not your place. The one positive I can give is the complementary breakfast.

We came to check in the hotel after our daughter‘s wedding. We had four rooms booked The plan was not to have anybody who is having fun at the wedding. Have to drive home. We stopped before the wedding to make sure our reservations were all set. We had hoped to drop off our luggage, but our rooms weren’t ready yet, but they assured us they would be ready when we got back from the wedding When we came back we were told there was no rooms for us. The limo bus had already dropped us off and left, and since there was no place for us to stay, we were told we had to leave. We tried several times since then to reach the manager or somebody we could express how upset we were everybody we talked to said we would have to contact somebody else. It’s not something they can discuss. I would not book a room here in the future.

I have stayed at this location for many years. I have never seen it this bad. The new manager is very nasty . One of the employees has worked for this location 8 years as a night auditor. He quit because of the new manager also the person who handled breakfast Quit on the same day due to management. Last but not least, one of the front desk clerk is a very rude ignorant person.

For the first time ever, Fairfield let us down. Although the rooms were clean, the one we were in was in quite the state of disrepair and could have used some attention. One of the TVs was unplugged and the wires looked like they were ripped out. They were the smallest TVs we had ever encountered in a Fairfield. The tub stopper wasn’t secured, the shower curtain rod was sagging and the light bulbs were all fluorescent. The faucet leaked. The elevator door made awful noises and the inside of it was in a state of disrepair. See pictures. The staff were all very pleasant and accommodating, but they needed to pay more attention to the breakfast as things were constantly running out and they had to be called to restock.

Terrible experience and customer service ever! We arrived in the evening after a long drive. They told us they didn’t have a room for us because they were overbooked. The front desk was not helpful, didn’t offer to help us check other locations of the chain. She didn’t even let us use the wifi to search for hotels nearby. There were many other people in the same situation waiting in lobby and everyone was looking for place to stay last minute. There was absolutely no phone call or email notification notifying us of cancellation before arrival. This is the most terrible experience I had with hotel booking. I would not choose Fairfield inn again in the future!!