Holiday Inn Rochester Airport

What People are saying

Lots of Confusion

AWeber1991on 19/06/2017 16:22

I booked this hotel last minute for a trip to Rochester and didn't really do much research beforehand. I got a really cheap rate for a suite king room, so I didn't hesitate to book it. After googling the address to see how to get there, I realized that the Ramada Plaza did not exist, it was the Lexington at that address. I called the hotel and spoke to somebody who was fairly rude - very snappy and put me on hold for 10 minutes (all the while I was paying long distance to call from Canada). I had to hang up and call back to speak to someone (thankfully not her). They informed me they had changed ownership literally that day. If I had not done my own research here, I guarantee we would NOT have been able to find this place. The Ramada sign was not up when we arrived that day. This was extremely unprofessional of the hotel, the least they could have done was put a note in the email confirmation that they hotel was undergoing ownership changes from the Lexington.

At check-in, they could not find our reservation in the computer because I booked the day of the switch-over. I informed her of the type of room I had, and was quickly informed that suites don't even exist at that hotel - another unprofessional action by Ramada. I booked directly on the Ramada website, there is no excuse for advertising a room type they didn't have at all. The woman was able to give us a king room and honoured the rate we booked at and gave us the free breakfast that was supposed to be included with our booking. I don't blame her for all of this, it was Ramada and their clear lack of preparation with this ownership change.

The room itself was fine, no issues. There were some very loud guests near us that carried on into the early hours of the morning, not the hotel's fault but extremely annoying. Breakfast was good, good selection of hot food (eggs, sausage, bacon, waffles) and cold food.

Overall, would likely not stay again. This is my second bad experience with a Ramada.

Became the Ramada Plaza in mid-May - Improvements are underway!

DAH1806on 16/06/2017 21:42

My husband and I recently had an overnight stay in a clean comfortable handicap accessible king non-smoking room. Due to the very recent change over from The Lexington to the Ramada Plaza there were a few glitches and a slight problem with our reservation and check-in. However, front desk personnel were helpful and friendly when attempting to accomodate my request for early check-in despite the fact that housekeeping apparently had made no effort to have our room ready even by the normal 3 pm check-in time. Though working with painfully slow computers, they were able to switch our reservation to another room which was fully accessible (which was much appreciated since my husband had just been released from a month long hospital stay). Unfortunately, they are no longer offering a complimentary breakfast, there was no Ramada information about hotel ammenities in the room or available at the front desk, and I was unable to connect to WiFi if it was available. Despite all this, the hotel location is easy to find, everyone we interacted with was apologetic about the confusion with the switch in ownership, friendly and polite, the room was up to date and the bed was wonderful and there was plenty of well located handicapped parking. I look forward to the planned rennovations and improvements to the property and will not hesitate to stay here again when in Rochester.

Basic Hotel at a great value

AnoopAbrolon 03/06/2017 18:04

This is a no frills property close to the Rochester airport. The rooms look dated and were kind of ok. We didn't encounter too many issues with the staff as some other reviewers have had. The free shuttle they provide is a big plus and they were courteous enough to drop us off at the University of Rochester which was about 3 miles away. The restaurant/bar serves basic meals and unless you have your own transport, with no eating options in the near vicinity, you are stuck eating there itself.

Would not choose to stay here

D&LONTARIOon 29/05/2017 03:58

Positives - the pool was huge and clean with a life guard on duty
The room and bed linen clean and comfortable but the bathroom needs a thorough clean around the toilet and tub.
We ate in the on site restaurant and while the food was good there was apparently only one chef in the kitchen who was obviously run off his/her feet. As a result the food service was extremely slow. I felt very sorry for the staff - our waitress was very apologetic The management should have been prepared for extra people
The breakfast offering was very poor. White muffins and bread and I think bagels. No fruit. However, we were there on the following Friday and wow - sausages and scrambled egg. What a difference. Seems like weekends they serve a little more. You could tell the two women in the dining area trying very hard to do a good job.
We were put in the second floor - no working elevator

One employee can ruin a hotel's reputation.

Angela Jon 27/05/2017 02:04

When we first arrived at the Lexington Hotel we were greeted enthusiastically by a bright, lively representative Throughout the course of our stay each employee we encountered from the front desk staff to the bartender and the lifeguard were warm and very kind. That was until we met Flo. From the very first encounter, she was rude and unhelpful.Thankfully, she did not work every day and we were able to just brush off her rudeness. The last day we were at the hotel, my wife was walking to the hotel bar to order our daughter lunch, while there she passed Flo who was speaking with one of the housekeeping staff. Just after my wife passed by them she heard Flo make a rude comment referring to my wife. When I met my wife at the room she was so upset, crying and shaking as she told me about the encounter. Livid, I went up and spoke with the Front Desk Manager. She was very apologetic and promised to speak with Flo.