Holiday Inn Express & Suites Rochester Webster, an IHG Hotel

Great, clean Hotel. Nice breakfast! Good for families

Check in was ok. Room 414. It was clean. We were out during the day. Came back went for a swim. That night there was a sound coming from the ceiling that was vibrating down into the headboard. Our child nor us could not fall asleep. Went and told downstairs at 11:30. After I gave them the rm # they said right away that they can't do anything but told me to come down in the morning. Went down in the morning. After front desk spoke to the manager, she said we could get a room but it wouldn't be until after 3 pm. Gave them my # and said we would be at the museum for the day after we got ready. At 2pm we received a voicemail saying that we have a room on the 2nd floor. Perfect. Got back to the hotel around 4. Was told that they couldn't move us because we weren't there. I said that we were told there was a room. They got their manger who was extremely rude. I have never been talked to like that so I left to get our things while my husband talked to the her who just kept arguing and not listening. She was very confrontational. He said forget it and that we were leaving as they were "sold out". Got up stairs to get our things and got a call not even 5 mins later that there was a room available because of a "cancellation". They said that there was a well known issue with rm 414 and that they're training staff to put people in there that are hard of hearing until they can fix it. It shouldn't have been this hard to switch rooms because of a known issue. We will never stay here again.

Very convenient for families.

Our stay was a Christmas gift for our eight grandchildren who came and had pizza ice cream sundae swim in your pool. Three of them stayed overnight. Had a great breakfast and some more pool time. Thank you. It worked out perfect as an experience gift.

Would stay again, close to family.

Everything was top notch. My family enjoyed everything from the full breakfast to the indoor pool.

I have an issue with checking in and the Expedia sight. The woman who checked me in was trying to pay the entire balance before I even received the key. She supposedly cancelled that reservation and then did it at their own sight. Had a ton of issues with putting my credit card on file and paying when I leave. A family member was paying for my visit and I explained that to them. I will be paying when I check out on Monday. Still my card was charged for the entire amount. Still here and having more issues due to the woman who checked me in didn’t cancel the original room! The new desk employees are baffled and have to wait for a manager to fix all of this. Not their fault they weren’t here upon check-in. Otherwise, this place is very clean, very nice and comfortable. Nice place to stay. Breakfast is great and clean as well. I will stay here anytime! Regardless of the mistakes I will be better prepared next time and hopefully they fix it this time and make good on the mistakes made. 🙂

for the last 11 years i come back to visit family,they all live within a mile of the hotel.i come twice a yearand stay at a hotel close to them but the hotel i,ve stayed at has gone down hill. i chose the holiday in on holt road and i was amazed at the friendly reception i received.everything about this hotel was far more than i expected, i will be staying here from now on,i give it a 10. are

This was a horrible, horrible experience. We did a "staycation" for my daughters 7th birthday with the hopes to have dinner, swim, and have a movie night. The hotel was at max capicity, which is fine! Except, none of the parents were paying attention to their kids! The entire lobby and eating area was packed with adults and alcohol. The entire pool had 29, yes 29 I counted, kids in it and 0 adults. The adults were off taking shots in the corner. A bottle of wine was broken in the pool hall and outside the elevator. My kids had no shoes on!! It was awful!! Additionally, the grime on top of the hot tub was so thick, I took pics of it. Like it hadn't been cleaned in years, but it could have just been from HOW MANY KIDS were unattended in the pool room. The fitness room also had kids running around and kicking medicine balls, while parents drank in a circle in the corner. We were up all night to the noises of people shouting and doors closing. The next morning, pancakes eggs, sausage, milk etc was empty because so many people devoured breakfast. The hotel staff could not keep up at all. I wouldn't stay again and I want my money back. I get kids can be kids, but adults need to be responsible and if they aren't, staff needs to fix the issue. I know we weren't the only family who felt this way. It was absolutely ridiculous.

:Property has been updated in the past few years. I requested adjoining rooms with my daughter's family and was accommodated, but this resulted in my having a handicapped room. Normally OK but only had low hanging wardrobe and we had formal clothes that we had to hand on the bathroom door hook. The grounds and complimentary breakfast were very good. Coffee available 24x7. I also booked 3 nights (Thurs-Sat) thru Travelocity. I needed to cancel the first night. Was told it was all set and the hotel would waive the penalty charge. I would be billed for 3 days and be refunded by Travelocity a few days after completing my stay. I called the hotel to confirm that I was not arriving until Friday and they said as I paid with Travelocity but work it out with Travelocity. After the trip, I was notified by Travelocity that the hotel said I stayed 3 nights (not 2) so no refund was coming. I sent them the chat I had with 2 reps and am waiting their response.