Residence Inn by Marriott West Rochester

We recently stayed at this hotel (partially to use up expiring Marriott points)! We were pleasantly surprised by this hotel's quality. The 1 bedroom suite was very nice and spacious. It's always nice to have a kitchenette! The breakfast which was included contained lots of good hot and cold choices and the lobby/breakfast area was modern and clean.

We stayed here for a long weekend the hotel has a nice pool and hot-tub and a nice breakfast dining area as well as a nice outdoor space including bbq and tennis courts. Located close to the highway and lots of shopping and restaurants (Olive Garden is next door). Breakfast service area is divided into 3 areas which is a bit weird, but the breakfast was very well stocked and staff were attentive. Beds are a bit soft. Housekeeping staff are excellent and pay a lot of attention to details.

This hotel is super clean. It has a typical Residence Inn setup with a little mini-kitchen that has a stove/oven, dishes, dishwasher, microwave and coffee maker. The room was kept spotless my entire stay. Staff was very friendly and accommodating. They had social events with food and drinks in the evenings during the weeknights I stayed. Typical hotel breakfast is served here with hot and cold options for food. I would definitely recommend this hotel.

We were in town for a weeding.The front desk team was amazing,accommodating and very friendly.Beth and Jeremy went above and beyond to make sure the wedding crew is taking care of. All of our requested were delivered on time and properly.Thank you so much for making our stay effortless and enjoyable. Beth and Jeremy you rock!!

I've spend 5 days in this hotel for business. The location is very good very near by restaurants and 5 mins by car from the Greece mall. The room was spacious with a little kitchenette with a fridge and a microwave. The room and the rest of the hotel was very clean. I've seen a little swimming pool which I haven't used. The breakfast was decent but very low quality

My husband and I have been here for over a month on business. The staff and service is outstanding . It's very clean . They go out of their way to make sure you are comfortable. It's pet friendly . We highly recommend staying here.

We stayed at the Residence Inn in Greece NY. The facility was wonderful. It was clean and the staff was very friendly and helpful. The breakfast was complimentary and it was wonderful. I cannot say enough about this hotel. I will stay there again and advise anyone that their stay will not disappoint.

Having stayed in Residence Inns for many years, I was initially pleased by being placed in this "long-term" facility by my Travel Department. In general, my stays had always been very enjoyable and I could count on the typical demographics of the guests. This particular property does not follow what my experiences of the past had shown me. Overall, the clientele seemed to be very transient in nature, often staying 1-2 nights--not what I would expect from a business-traveler's point of view. Admittedly, Rochester has changed with the reduction-in-force by several World Class corporations there. The property had been "renovated" in the recent past, though with it's current, rather spartan affectation, one wonders from what it had been changed. Changes continued to be done during the entire year of my stay, but they were mostly just to the grounds. The Breakfast Service was updated near the end of the Summer, but the changes ultimately provided fewer overall choices. The biggest issue that I saw was an essential lack of communication among the management hierarchy and unfortunately a seeming lack of authority among the night and weekend staff. Many individuals went way beyond my expectations to resolve complaints, but others seemed to be disinterested in dealing with questions or complaints. The first-floor room, which I retained for the 12-month stay was well-maintained from the housekeeping staff. There was never more than a minor issue with each day's service and there was a reasonable quality check each day. My requests for extra consumable items were always addressed, politely and efficiently. I felt no hesitation about providing weekly tips to the housekeepers. Unfortunately, because of medical issues, I needed a first-floor room, which exacerbated any noise issue from the second-floor guests. However, from my first night, I noticed a 'creaking/crackling" sound every time the guest above would walk across the floor. I reported this so many times that I finally found no value in the unilateral communications. No effort was made to mitigate the issue and I was never visited by a single management representative in order to validate my complaint. Combining the transient nature of the guest population and the high traffic noise from the room above, I finally confronted management because of my inability to get a reasonable night's sleep. The, then, front-end manager was surprised and made every effort to try to hold the room above vacant unless needed. As stated, some of the off-hour staff followed this communication and others did not seem to get the message. This made every night's stay more of a "sleep lottery". Once I was awakened at 1:30 AM when some guests arrived. The noise continued for over two hours, during which I would drift off to sleep, thinking that the guests were settled. Finally, at 3:30 AM, I contacted the staff and was told that the guests had checked in "late" and had been down to the desk several times. I was assured that they would communicate with them. When I spoke with the front-end manager the next day, I was assured that the issue had been resolved and received an apology. Unfortunately, about 9:30 PM, it appeared that a party had started in the room above. When I communicated with the staff, I was assured that it was being handled. After an hour, I called again, to ensure that I could then expect to have a peaceful night and was reassured. Within 30 minutes, there was a loud banging on the floor above as though someone had hit their floor twice with a chair. When I again called the desk, I was told that they were being moved to a new room... I fully understand that the off-hours management is limited in their control of the behavior of guests and I expect that weekend activity could cause a higher noise level within the facility. However, I was very communicative with all levels of hotel management, at the facility, that I needed to be able to sleep in order to perform my job function during the day. I finally ended up with a level of anxiety before I would attempt to sleep each night as I waited to find out what might be in store. Once I was told by a night staff member, "I don't know why we don't provide earplugs to the guests." To me this seems to be the wrong approach for a hotel chain which truly wants to encourage a certain experience for guests. On other issues, I was told that it was my responsibility to contact the staff if there were continued events where I was awakened. Again, this sounds like inadequate training or understanding of responsibility on the part of the staff. It would seem that rules need to be set for the guests upon arrival and consequences provided for ignoring them For example, in a non-smoking facility, there are clear notices everywhere. In addition, there is a clear statement of the amount which will be charged for the failure to follow the requirement. Possibly, this pathway needs to be followed with regard to noise level as well. With regard to room maintenance, plumbing was an issue. The shower flow was inadequate, due to issues with the transfer valve (possibly from hard water deposits). When I requested maintenance, the feedback from that department was, "it is working as well as I can make it. Possibly I can find another used spout which will work better." There was no effort to either repair or replace by the internal maintenance staff. Cellphone service was non-existent within the room for the entire year. I provided management with possible suggestions for improvements, but there was no action. Finally, after numerous complaints, management suggested that I use the room telephone and that all charges would be removed from the bills. (There are both passive and active cellphone enhancement techniques available.) The WiFi service in the hotel left much to be desired. For the entire 12-month period, I was required to login with each device (iPhone, iPad or computer) at least once per day. I often missed wireless communications because the system had timed out since the previous day. Though this is reasonable for someone staying a few days, it is ludicrous for someone looking for a "home away from home". When a guest is paying for a long-term stay, things like this should be transparent to them. This is certainly within the control of the the General Manager to facilitate with the Internet Service Provider. Finally, they layout of the Breakfast area is appalling. One needs to go back and forth between two rooms to actually complete the process of obtaining a meal. The "waffle bar" location was previously in a narrow room, resulting in gridlock of flow for guests. Then, it was changed to the Dining area next to the only door exiting the other room with hot food AND it is in front to the refrigerator where the milk and yogurt is kept. Folks stand in line waiting for their waffles or waiting for their turn to start the process. In addition, there is a line of tables in parallel to this counter resulting in no passage of traffic past the counter and limited ability to for those who are seated to move from the table. The Breakfast menu choices were recently improved to bring more Vegan and Gluten-free choices, but there inadequate signage and ingredient information available. The food service staff often have to ask the kitchen staff, when readily available content information could preclude this need. Overall, I would not recommend this property, unless one has no interest in staying more than a few nights--it is definitely not for the long-term guest!

Staff was exceptionally accommodating and the property appears to be brand new itch the level of cleanliness and upgraded amenities. When asking about running outside was quickly provided with a small map depicting nearby wooded trail. Staff were very customer focused. Rooms in great condition.