Holiday Inn Hotel & Suites Rochester - Marketplace By IHG

I had a disappointing experience with a front desk employee named Kirsten. I requested a receipt for my stay, and I was told one couldn’t be provided because my reservation was through a third party booking site. I felt the interaction was dismissive and unprofessional, and I left feeling frustrated. I hope management reviews this experience and provides additional customer service training.

I had ordered some takeout food from a restaurant to take with me the following day to share with some colleagues. When I opened the fridge to put the food inside, I could tell that the fridge was a little warm and not plugged in. I called front desk to let them know, and the lady who answered said "Our room service sometimes unplugs the fridges, can you plug it in yourself?". I was literally dumbfounded that I was asked to do that but didn't want my food to spoil. I had to move the heavy bed to open the cabinet door fully so that I could pull out the fridge. I saw that the extension plug was all the way to the back so I had to crawl into the space to plug the fridge in. Once I did that I could hear it working so I assumed it was good. I put my food in and thought nothing more of it. I turned on the TV and did some work for a couple of hours. When I turned off the TV and went to bed I noticed that the fridge was making a ticking sound, which I thought was the compressor working. It would soon become white noise, or so I thought. The ticking sound kept me awake till about 2.30am at which point I had to unplug it to be able to get some sleep (moving the bed, pulling out the fridge, crawling in and unplugging it). When I opened the fridge, it was WARM! After 6 hours in a warm fridge I had no intention of sharing it with my colleagues. When I checked out at 5am (after getting less than 2 hrs of sleep), I spoke with DEAN, the manager on duty, who apologised profusely several times so I felt I was going to be taken care of. He said he would bring the matter up with his manager or the owners and I would be compensated. I said that if I did not hear back within 48hrs, I would have no choice but to write a review. I requested what I felt was fair compensation of $65 for my food and the room (or part of). After not having heard back after more than 72 hrs, I called and spoke to DEAN, who said that he HAS NOT SPOKEN TO THE GM as yet. I gave him the opportunity to provide a reason, which there wasn't one - just lack of customer care in my opinion. After putting me on hold for a few minutes he came back to say that the hotel will give me 10,000 member points (which he said is the equivalent of $50) for my troubles. That does not even cover the cost of my food let alone having to be their maintenance person, losing sleep and dealing with staff who do not follow up. I am seriously considering moving to another chain because of this. So much for being a Silver Elite member. Extremely Disappointed. Curious to see if anyone from IHG will follow up.

My room was on the second floor facing the inner courtyard, it was quiet and nice. The room is good sized. It was not the cleanest when I arrived. Used a few Lysol wipes. There was a phone but the buttons were damaged. The front desk was very friendly on check in. But when I had an issue, the manager was not super helpful. It did get resolved though. Breakfast was okay. It is walking distance to shops, a Starbucks and some restaurants. My stay was fine.