Comfort Inn & Suites West - Medical Center

Once checked in we found out that the pool and hot tub were not operational. Had some sad kids and sore parents.

Stayed with my parents and husband for a little family vacation. I had called ahead 1-2 days after having made reservations and asked for adjoining rooms. I was told by the woman I spoke with we’d have them. We checked in on 9/2 and we didn’t get them. The lady who checked us in was beyond rude about it. I told her I was guaranteed them and she raised her voice at me saying, “Well you didn’t talk to me.” She was on a phone call with someone else her entire shift. It was extremely poor customer service. She gave us looks and would mumble something that entire first evening whenever we walked by in the lobby. She was working again Sunday morning and acted as if she hadn’t done anything the day prior. I definitely won’t be staying here again. I don’t know how this hotel has 9.2/10 ratings. Unbelievable experience. Never had a hotel employee be so rude in my entire life. It was absolutely uncalled for. I hope something is done with her.

Pool/hot tub closed. We typically like staying at this property as we visit family in Rochester a few times a year. One of the main reasons is for use of the POOL/HOT TUB for our kids and ourselves but this time, that amenity is closed and we did not know that until check in. This was not disclosed at time of making reservation. I definitely would have stayed elsewhere. They do let you use the pool at the hotel right next door but it was packed with kids and no hot tub.