Had a roach crawling in the bed, rude insulting manager who did nothing! Did not compensate for horrible stay
Had a roach crawling in the bed, told manager he did nothing! No compensation for horrible stay.. Insulted me instead. Staff was unprofessional! One staff charged me $5 for a $1 mask which is free eve... more
Had a roach crawling in the bed, told manager he did nothing! No compensation for horrible stay.. Insulted me instead. Staff was unprofessional! One staff charged me $5 for a $1 mask which is free everywhere else literally! Was very unorganized. less
Best Western, General Manager at Best Western The Inn At Rochester Airport, responded to this review
Dear Shavella Henderson,
Thank you for completing the survey regarding your recent stay at our property.
On behalf of our entire team, I would like to apologize for not exceeding your expectations. I wanted to have my pest control guy verify if we have any bugs in the room before I can get you any discount since that our policy. I had my pest control guy check room on Monday and he found no evidence of any bugs. Also we have our room checked every month so we know it’s not issue for us. I am sorry but I wasn’t convinced that video you showed me did not prove anything. Me and my housekeeper also checked room after you left and we did not find anything also. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future.
I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
If I can provide any assistance, please don't hesitate to contact me directly at 585-436-4400.
Best Western The Inn at Rochester Airport