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March 2025 by Julie Szczublewski
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.
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March 2025 by Billie Maenle
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.
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March 2025 by Barbara Snyder
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.
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March 2025 by Live Free
I had a one night stay and from the time I checked in until a week after my stay, I am still dealing with the mess. I booked the hotel and prepaid the room before arrival through Expedia. When I checked in, I did confirm room is booked through Expedia and I was all good. I was asked for CC and front desk confirmed CC is only using for holding and the amount that was put on hold will be cancelled when I checked out. Things started going south from there. I unlocked the room assigned and found somebody was already in it. Front desk assigned the same room to me and the guest ahead of me. Went back to front desk and this time was given the room next door. Door for the new room would not close unless pulled/pushed to frame by force. I can live that. The next morning when I checked out, nothing was mentioned to me that there will be a room charge. I received an email with a one night charge for the room onto my CC, which I already paid in full 3 days before I arrived. I understand mistakes happened and that is no big deal. A phone call would solve it easily. I called BW three times and all three times front desk said a manager was necessary to look into the issue and she/he was not available at the time. My information and complains were taken and manager will call me back. No calls ever came back. I also called Expedia and Expedia is working with my case now. Six days after I started contacting BW and Expedia, I am still waiting for the refund on the wrong charge.
Update on 3/7/2025: Expedia contacted today and updated me that Expedia failed to contact BW after multiple tries in a week. Expedia decided to refund me the booking cost that is charged by Expedia. So that resolved the issue of double charges for the same room by Expedia and BW. However, I am maintaining my rate on the hotel because of the extreme difficulties to resolve a simple billing error.
Response to the owner's response yesterday: if BW is willing to fix these mistakes, I left my contact information with front desk last Saturday and again on Monday. I am sure BW knows how to contact Expedia too.
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February 2025 by Kirsten
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.
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January 2025 by Paul Haas
Apparently if it's late hours you're not allowed to sit in a common area where they serve coffee 24/7 and they keep the TV on. You can sit in a really inconvenient spot where you can't see the TV and there aren't any outlets to charge your phone. That makes sense somehow. So now I'll sit in my room awake and possibly disturb the dude who has to get sleep to drive in the morning. Won't stay here again.
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December 2024 by Ggg Jkl
Value motel. Good continental breakfast
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December 2024 by Dee G
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.
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December 2024 by Nancy Bender
We have been here 5 nights and only received housekeeping service once so far. I'll be talking to someone about it tomorrow since it is late now. We are here spending the days with family so are gone from after breakfast until 9 or 10 at night so there's no reason housekeeping can't get in.
And the room has smelled musty from the first day.
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October 2024 by Carson Gunn
I paid for my stay through Booking.com and everything seemed to be going well. The room was nice and clean and the staff was friendly. The problem arose when I got back home and realized that the property also charged me for my stay when I checked in. After multiple calls to the property I finally got through to someone and was told there was nothing they could do and I needed to dispute the charge with my bank. Best Western corporate was much more helpful and said they would be in contact with the property and get things taken care of. Twice the manager of the property told corporate that it was settled without ever contacting me let alone refunding me. Finally I contacted Booking.com and they refunded me for their charge. I’m not sure if this is some scam that the manager is running or what but this whole process took a month. I suggest if you stay here to keep a close eye on your account because something fishy is going on.
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October 2024 by Louise Bichan
If you want a 5.30am wake up call from loud truck engines and reverse signals, then this is the hotel for you! Staff were friendly, shower was either scalding hot or very low pressure, pick your adventure. Clean enough room.
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October 2024 by Santhosh Janardhanan
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.
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October 2024 by Alan N. “Kip” KIPnis
Unacceptable noise , early morning. Intermittent banging !
Inadequate house cleaning .
Friendly staff.
🐞
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September 2024 by Wejdan Monayan
Very Noisy
Food and drinks: Nothing good every thing out of order
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September 2024 by Nasir M
We picked this place because we couldn't find airbnb during those days. Most of the night, we could hear loud doors slamming noises from the hallway. They need to use soft door closers instead. Secondly you could hear people talking in the other rooms. Breakfast items would run out before scheduled time, and they wouldn't topup because there are only a few minutes left in breakfast time to end.
