Holiday Inn & Suites ROCHESTER - MARKETPLACE by IHG, an IHG Hotel

first room, tv have no caption and they tried to figure out and they are clueless. I asked to move to another room, they did. All room should have captions but that tv is not captions at all. Need update all new tv. Second room, in the bathroom the bathtub has some kind of rough texture on the tub and some ants in the bathroom.

This was the worst check-in experience I’ve had in over a decade of travel. I arrived at 4:00 PM—well past the standard 3:00 PM check-in time—only to be told my room wasn’t ready. The front desk staff offered no greeting; the first word spoken to me was, “Name?” When I asked why the room wasn’t ready or when it would be, the response was, “I don’t know,” followed by, “It’s not my fault.” Over 20 guests, mostly families with children, were waiting in the lobby with no information, assistance, or courtesy. Some families had already been waiting for more than 30 minutes before I arrived and were still not checked in. When a few guests voiced frustration, the receptionist shouted, “Stop yelling in the lobby!”—a completely unprofessional and inappropriate response. The situation worsened when a man, who appeared to be the supervisor, showed up and loudly announced, “We are trying to solve the problem, please be quiet.” This was not an appropriate or effective way to address understandably upset guests. It was clear that this hotel suffers from poor management and is severely understaffed. I strongly advise against staying here.

Nice place for a 1 night stay. Close to things.

Good job

Great place they even sent a text asking how my stay was thanks

We stayed here a year ago and we loved it. This time staff wasnt friendly and werent informed of the pool being closed as we checked and my kid begged to go to the pool. The room was dirty. Cut our stay early and found another hotel.

Very friendly and overall good experience. We picked the hotel because it had an EV car charger and a bar. The EV charger worked well, but we were disappointed that the bar was closed when we arrived at 9:30 even though it was supposed to be open until 10.

Awesome staff and very convenient stay!

Overall room was clean. Shower head was broken. There was not kind of ventilation system in the bathroom. Pool was out of service. Very under staffed, hard to reach or find anyone working the front desk.

We were in the area for a weekend away. Very nice, clean hotel. Room was very spacious as we has a king suite. Staff was friendly and helpful. Close to everything in the city. We would stay here again.

The front desk staff was friendly. An outlet cover literally flew off, burning our charger and cord, staff didn't seem to care and we were not offered anything for the inconvenience. Pool was closed as well. Loud AC which barely worked to cool the room.

Went for a staycation, for the pool and the pool was broken. We were told it would be fixed first thing in the morning, when it wasn’t we went to the desk and they said noon, then it wasn’t and we went to the desk and they said they no longer knew when it would be fixed. Had to scramble to find an acceptable alternative and ended up spending $200 more than we planned.

Near the highway and lots of restaurants

Very u Outdated and loud hotel.

I recently stayed at this hotel for a short trip and had a very mixed experience. The room itself was decent—comfortable enough for a short stay and generally clean, though the bathroom toilet ran all night, which was a bit frustrating. The pool hours were listed as 6:30am to 10pm, but in reality, access wasn’t allowed until 8:30am. That was disappointing, especially for early risers hoping to get a swim in before the day starts. Another misleading detail was the mention of a restaurant—there wasn’t one at all, and the bar remained closed the entire time I was there. I never saw it open or staffed. Breakfast was also underwhelming, definitely below mediocre in terms of quality and options. Staff interactions were hit or miss. Donna at the front desk came across as very uninterested and borderline passive aggressive, which didn’t make for a welcoming environment. On the other hand, Troy was great—friendly, helpful, and really accommodating. Overall, this hotel could work for a short stay if you’re not expecting much beyond a place to sleep. But don’t count on enjoying the amenities they advertise.

Front desk person was pretty unprofessional. The overall room experience was nice and I would recommend this place for comfort. Breakfast was okay, a decent variety and hours.

All good. Friendly helpful staff.

Quick trip to visit RIT. This hotel was perfect!

It took over 3-1/2 hours to get the room I actually booked and I was told at check-in that I could call in the morning for a late check-out and I was denied that even after having issues with my room. I also was unable to speak to a manager either day and one wouldn't call me back when I left my number. Expedia tried to help and was great, but the hotel had too many booking issues for multple customers and I'm calling to speak to a manager Monday morning to get some sort of compensation for the difficulties or I will be disputing the charge for the entire cost of the stay.

They were short staffed that day and we didn't get into our room for up to 2 hours after we arrived at 3:00 pm.