Holiday Inn & Suites Rochester - Marketplace by IHG

Reviews

• JC

  Julia Cahill-O'Shea

  1 day ago
  5.0
  Just wanted to give a shout out to the staff here. Thank you for being Professional, courteous, and just doing the job. The room was clean. Having traveled a significant amount this summer, this was by far the most satisfactory place I Have a stayed recently.
• JW

  Jeff Willis

  Aug 4, 2026
  4.0
  We were only there for the 1st night of our road trip but I remember thinking how nice of a hotel it was, We didn't get to use the bar/restaurant but it looked really nice. Room was nice & clean Would stay again.
• CC

  Chris

  Aug 2, 2026
  3.0
  I booked this Holiday Inn from Thursday through Monday while visiting friends and family for the weekend. I checked in around 1:00 a.m. Friday morning. The front desk associate was friendly, welcoming, and courteous, making for a smooth check-in experience. However, I did not receive any of my IHG One Rewards Platinum Elite benefits or welcome amenities during my stay. Breakfast the following morning was a positive experience. The employee working the breakfast area was exceptionally friendly, made us feel welcome, and took the time to explain where everything was located. He was easily the friendliest staff member we encountered during our stay. My biggest concern came on Sunday morning during breakfast. I observed an employee emptying the trash and placing both the trash can lid and the full trash bag on the same counter where food was being served. After handling the trash, she used the same gloves to check the temperature of the coffee by placing her hand under the dispenser. She then picked up one of the danishes with those same gloves to see if it was still fresh. Watching food being handled immediately after trash was handled without changing gloves or washing hands was very concerning. It made me question the hotel’s overall food safety and cleanliness practices. While several staff members provided excellent customer service, the food handling practices I witnessed left me with serious concerns and overshadowed what otherwise could have been a much better stay.
• AW

  Alan or Avraham and Andalin Shekhinah Bachman (Desert Wind)

  Jul 24, 2026
  1.0
  Avoid. The staff were good and the location was good. They canceled my reservation without notifying me and this created great stress, a lesser room and more money to pay. It was late at night without much of a choice at that point. The beds were slanted. The fridge defrosts every night. The air conditioner was loud. And the room vibrated with outside road work. The pool was not available for a couple days. The room was small. The bathroom was good. This is sad, because the staff were good people. All in all, I would avoid it until corporate IHG does more to put money into this location. Corporate headquarters has been notified about this, but did not compensate for their deficiencies.
• MC

  Monsop Collado

  Jul 10, 2026
  1.0
  This was, without question, the worst hotel experience I have ever had. I have stayed at Holiday Inn properties many times, and the service has usually been excellent. Unfortunately, this experience was completely different. I booked and paid for a room with two beds because we were a family of three. When I arrived, the hotel gave me a room with only one bed instead. I politely explained that the room I received was not the room I had reserved and asked if there was anything they could do. The answer was simply “No.” I asked if they could move me to another room. Again, no. I even offered to pay the price difference if another room type was available. Again, no. At no point did the front desk employee show any willingness to look for a solution or even try to help. Instead, I was repeatedly told that I could leave if I wanted, but I would not receive any refund because my reservation was non-refundable. I understand what a non-refundable reservation means. If I cancel or simply decide not to show up, I accept that I lose my money. However, non-refundable should not mean the hotel can provide a different room than the one that was booked and still keep the entire payment. A non-refundable policy applies when the hotel delivers what was purchased—not when it unilaterally changes the product. To make matters worse, after deciding I had no choice but to leave, I asked if they could immediately reverse the $100 incidental hold, since I never stayed in the room or used any hotel services. I was told they could not. I then asked for a receipt documenting what had happened. That request was also denied. Finally, I was asked to leave the property. So, at 9:30 PM, I was left having to find another hotel for my family, after already paying more than $150 for a room I never used, while also waiting for the release of a $100 incidental authorization. The most disappointing part was not the room issue itself. Mistakes happen. It was the complete lack of customer service, empathy, and willingness to offer any reasonable solution. Every suggestion I made was met with the same answer: “No.” A simple analogy explains why I believe this was handled incorrectly: If I buy a suit and the store gives me a tie instead, they cannot simply say, “The sale was final, so you can’t complain.” A final sale assumes the customer receives what they actually purchased. I expected much better from Holiday Inn. Sadly, this experience fell far below the standard I have come to associate with the brand. I sincerely hope management reviews how situations like this are handled, because no guest should be treated this way.

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