Best Western Rochester Marketplace Inn

I stayed at the hotel for 2 nights & the rooms were quiet, toilet and beds were clean and has free parking. Towels were changed everyday and the breakfast menu was pretty decent. It’s pretty close to everything (Groceries, Gas, Restaurants, etc.). The front desk staff were good too. The only concern was there were moulds on muffins that I noticed and the entire plate was replaced after I reported it to the staff.

This is the second stay at this location. The hotel itself is tired and in need of updating. I do note that the (included) breakfast was more appealing this trip than last. However, what brought me back to this particular place was the service I had received from front desk personnel during my last visit. And true to that standard, once again pretty much the ONLY reason I would choose this place over some of the more upscale venues is that the employees are first rate. Last visit (about 18 months ago give or take) it was Deirdre at the desk and one other delightful woman whose name eludes me at the moment. So this time I was determined to remember the names of the individuals who were so responsive and helpful: Angela and Robin. They took pains to see we were comfortable, adjusted our check-out time after we explained that we had to change plans due to car trouble - and then went with the flow when we needed to change them again - all with a smile and a genuine customer focus. This dedication to the guest's comfort can't be purchased by simply offering someone a high wage. The people have to understand what service looks like and feels like to the guest. Someone is doing a good job of screening and training this hotel's employees. The industry is fickle and demanding and it takes special people to be in its service. Many thanks Angela and Robin for your attention and courtesy.

Think twice before booking here, I know the cheap price can be tempting but unless you’re okay with aggressive neighbours, arrogant staff with no care for your safety and risk being thrown out on the street with no warning then I would suggest spending the extra money elsewhere. My friends and I were visiting from Canada to see a show. We arrived at 3:00pm and were out of the room until about 10:00pm. We spent about 30 min in our room from 10:15pm - 10:45pm, we had a few drinks and were talking, laughing, typical things you would expect people to do in a hotel room. We were met with a very scary encounter from our neighbours who banged on our door, and proceeded to push their way into our room demanding that we were quiet or else. They continued to harass us, and each time we calmly told them to call management as we feared for our safety if we continued to open our door for them. We thought management would be more calm and level headed, and a safer option than an angry stranger. We were wrong. The supervisor named Matthew arrived at our door and advises us there were some complaints. We immediately apologized and explained that we were just talking and that we are about to leave to go out. We also tried to explain that the neighbours pushed their way into our room and were aggressive towards us, although he did not care at all of what we had to say. He also pushed his way into our hotel room, not even asking if he can come in, and immediately said “hm this isn’t going to work.” Confused, we asked what the problem was and his response was “you guys are being rude, and loud and you need to leave.” Again, we tried to explain that this is only our first warning, we are leaving and we would quiet down when we are back. He got very agitated, and was visibly shaking with anger, and didn’t even try to communicate his logic or reasoning with having us kicked out. He then shouted “that’s it, I am calling the cops!” And stormed out of our room. Stunned, we began to pack our belongings. when the cops arrived they listened to us, and made us feel heard. They advised us that this happens all the time at this hotel, we did not do anything wrong and to speak to head office of the hotel. it was quiet pathetic to see how poorly Matthew the supervisor handled this situation. As a manger myself, I would think you should be able to communicate clearly, keep a calm demeanour and listen to both sides of a story before making such a rash decision. It seemed like he just wanted to be right and had a power trip over us. Not only that but you would also think a hotel would prioritize the safety of your guests. my safety was totally disregard as he allowed for such aggressive guests to behave as they did. I was genuinely scared each time they came to our door. Disgusting management and service, will not be staying at any best western again or ever recommending them, as Matthew did such a poor job representing this company.

This place had no care for my well-being or safety. I was wrongfully kicked-out of my room over allegations from a neighbouring guests that were aggressive with me and my guests and wouldn't stop harassing us for the brief time we were even in the room. The manager on duty that night named Matthew was condescending and did not let my guests or myself explain our situation or about the experience with the rude guests next door. Instead, he came into our room and simply said "no, this isn't going to work." He dismissed us without a care in the world, and then continued to call the cops on us to get us removed. Not once did he ask what happened and nor did he care, he was only concerned about removing us and being a Canadian, I can't help but wonder if he had prejudice against us. The cops came to our room 10 mins afterwards and they allowed us to explain our situation. They completely understood and said that this happens often at this location, however, they still had to remove us because of Matthew's decision. At the end of the day, I felt like my safety and security was not met with this booking and rather I was wrongfully removed from my room and the manager Matthew was complacent in it. He did not give me the time of day and was more focused on having us be removed than deal with the situation at hand like an actual manager would. He provided us with no customer service and was rude and arrogant. I do not recommend this place to anyone as there is a risk that you can get removed without warning and without any security of your accommodation.

Absolutely worst hotel experience we've ever had. We had a room booked for 2 nights. We arrived pretty late at night, and the clerk very rudely said that they sold the room even though we prepaid. The next day, we called back to try and speak to a manager. The person we spoke to said that we DID CHECK IN AT 9:42PM (gave our name which was still on the reservation)... We eventually got a hold of a manager, who reviewed the camera footage and confirmed that we did not check in at all, and finally they agreed to issue a full refund. We're thankful that a refund was issued, but what the heck happened? Seemed extremely suspicious and unprofessional for them to check some random person in (probably a friend of the clerk) into OUR room under OUR name. Absolutely terrible hotel - highly recommend avoiding this hotel at all costs!!!