The management (director if sales and general manager) displayed the most horrific customer service I have ever encountered. I was told that hotel's bottom line was more important than customer satisfaction. After a lengthy phone conversation with the management team to attempt to cancel a reservation ( I explained that their cancellation policy was not clear and/or incorrectly stated at the time of booking online) I was told I had to forfeit 1 of my 2 nights stay. I called back to the"customer care line" the next day to cancel the room and was informed it was now both nights I would be charged for. I decided I couldn't afford to throw away $475( which was already too much to pay for this hotel for 2 nights) I arrived on my scheduled date and was told my room had been cancelled... So I had no room to stay in-- I promptly took my business elsewhere and would never recommend this specific hotel nor this chain to anyone. I did call the corporate office. ( which I had to look up myself as the manager refused to give me a name or number of who I could talk to above her) I was told on Wed to expect " a resolution" within 72 hours.... I still had not heard anything when I arrived 48 hours later nor did I hear anything after 72 hours
Do not give your business to this place!!!!
- Official Description (provided by the hotel):
- Welcome to the new Hampton Inn & Suites Rochester/Henrietta where our friendly staff is eager to ensure that your stay is nothing less than exceptional. Our hotel is conveniently situated off of the NYS thruway and only 5 miles from the Greater Rochester International Airport. During your stay enjoy endless shopping, dining and entertainment options located nearby in our thriving town of Henrietta, NY. When staying with us you can always count on our clean, spacious and quiet rooms, providing you with the comfort and relaxation needed for a good night's rest and prepare you for the day ahead. ... more less
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