Best Western Rochester Marketplace Inn

Spent two different nights recently because I was dropping off then picking up from the airport (I live near Buffalo) and was very happy with the rooms. They were clean and comfortable. The shower in our two queen room was amazing. Breakfast was good. Hotel is close to so many things. I will definitely stay again.

a week ago

We made a reservation through booking.com almost a month before my stay. We were driving 7 hours in from Michigan. 20 minutes before we pull in I got an email saying the property cancelled my reservation. Provided no reason at all. So we called and the phone rang and rang and they never answered. When we got there I was already not happy and the women at the front desk tried to tell me that booking.com was putting us in another property. I had no such email confirming this. Then she told me booking.com was who cancelled, that also turned out to be a lie. So I asked to speak to the GM and after several texts from the front desk lady suddenly she "was not on the property" so I told her I would sit there until she returned. In the meantime, I got an agent from Booking.com on the phone and explained this to them and they had no idea and confirmed that they had not cancelled my reservation and they were going to investigate. When the front desk lady heard this stuff she called me up and said the GM said to go ahead and put us in a room. So while it worked out, this is just bad business. We were there for NCAA Indoor Track Nationals and I have no doubt that I got my room for cheap and they thought they could cancel my reservation to get more money for it. It was really a maddening experience. I really felt bad for the woman at the desk because she was left to deal with the mess and the GM wouldn't make an appearance. I do not like dishonest business people. So while we had a room, it still should not have happened. You can't do that to people who are far away from home and no alternatives. Hopefully, this doesn't happen to anyone else. ***EDIT to hotel response: an apology is fine but that does not make up for the dishonesty in your response to me at the time. If you scroll through all the reviews you will see there have been several people with this same issue.

2 weeks ago

Booked a room last minute, got a good price. Staff friendly and helpful, location is easy to get to, room was quite clean. Sure, it is not the fanciest, but for the price I will be considering it in the future. Breakfast was standard. Eco friendly soaps a plus, as is coffee maker in room. Good job folks.

2 months ago

We recently stayed during a youth hockey tournament. The hotel needs some updates & was not the cleanest hotel, but I wanted to write a review to commend front desk worker, Robin. She was so pleasant, friendly & went out of her way to take care of our boys & families.

a month ago

Very good location, a lot of stores and restaurants nearby. |Comfortable mattress and pillows. Very clean. Bathroom was a little bit weird. Looks like they recently replaced a bathtub with a new shower cabin, which is really nice, but looks like they have not finished the job and forgot about it as the area around the shower still need some finishing touches. |Breakfast area is big, a lot of seats. A little bit unusual as it takes half of the foyer and you have to go through it if you live in the left side of the building. The breakfast was very good: scrambled eggs, sausages, waffles, yogurt, pastries, fruits. Nice coffee from the machine, good juice. |Will gladly stay here again when in this area.

5 months ago

Rooms were clean, beds were nice and comfy. Only 3 pillows between my husband and I. On the main drag. But I didn't hear anything.

2 weeks ago

The Best Western Rochester, nestled in the heart of Market Place, offers a comfortable and convenient stay for both business and leisure travelers. The hotel's prime location puts guests within easy reach of local attractions, shopping, and dining options, making it an ideal base for exploring the area. Rooms at this property are well-appointed, clean, and provide a restful environment after a day of activities. The comfortable beds and modern amenities ensure a pleasant stay. The staff deserves special mention for their friendly demeanor and attentiveness to guests' needs, often going above and beyond to ensure a positive experience. While the complimentary breakfast could benefit from some improvements in variety and quality, it's a minor drawback in an otherwise enjoyable stay. The hotel's other amenities, such as the fitness center and business facilities, cater well to various guest needs. Overall, the Best Western Rochester offers good value for money with its combination of comfortable accommodations, excellent location, and helpful staff. It's a solid choice for travelers seeking a reliable and pleasant stay in the Market Place area, even if breakfast enthusiasts might want to explore local cafes for their morning meal.

6 months ago

Dealing with the staff at this Best Western Marketplace Inn was the worst experience I've ever had with a business. When you are repeatedly lied to and given the run around when your health is falling apart, it can be rattling. My reservation with this motel was made through Hotels in America. We had to cancel our trip the day before our reservation (which was 6 hours after the cancellation deadline), was told by Hotels in America that they could do a refund but would need written authorization from Best Western to generate a refund. On three separate phone calls over four days, Ashley, the manager, who is rarely on site at that motel, according to her assistants, assured me that she would send the proper form to authorize the refund and twice told me she had already done so. Never happened. In contacting Hotels in America, I got a very sophisticated run around. For the next two months, I emailed with eight of their "supervisors" who said that they were trying from their end to get the authorization. One of them even spoke to Ashley who told her verbally that Hotels in America had her okay to refund but Ashley never sent the paperwork. Hotels own employee got the okay verbally but wouldn't do the refund without their form filled out. The last chapter of their ruse was telling me that a different manager at Best Western named Nicole had told them that "I was able to check in" and therefore no refund would be issued. Whoever Nicole is, she knew nothing of my situation - the surgery I had to have immediately didn't allow me to travel to Rochester. Best Western and Hotels in America are bad news to do business with.

3 months ago