Holiday Inn Express Rochester University Area IHG

United States , Rochester - NY
Rochester, 717 East Henrietta Road
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100 reviews shown

4/10

Poor

17 Mar 2026

Kathia

I stayed two nights and the first night I went out to smoke snd stepped in a pile of human feces. I reported it and nothing was done to resolve the issue until the next shift members came in and stated cleaning the property.. it was directly outside the entrance in the back by the pool area.

Self

2/10

Poor

17 Mar 2026

Whitney

Bed Bugs, Staff was kind

Business

10/10

Exceptional

16 Mar 2026

Donnell

Wonderful!

8/10

Excellent

14 Mar 2026

Christine

My room was clean I didn't have any issues while staying at the hotel

Self

10/10

Exceptional

08 Mar 2026

Elizabeth

Very clean, friendly staff. Pool was warm! We loved our stay.

Friends_and_family Family

2/10

Poor

03 Mar 2026

Azuriah

Still haven’t gotten my room deposit back

Family

10/10

Exceptional

03 Mar 2026

Yvette

It was beautiful and peaceful

Self

10/10

Exceptional

03 Mar 2026

ywonna

Wonderful

4/10

Poor

24 Feb 2026

Jesica

Ithe room was absolutely way too cold

Family_with_children

6/10

Pleasant

23 Feb 2026

Lesley-Ann

The room was not cleaned as we left the hotel

8/10

Excellent

22 Feb 2026

William

Room was nice

Partner

10/10

Exceptional

22 Feb 2026

JERRY

Very good

Family_with_children

10/10

Exceptional

22 Feb 2026

Giselle

Everything's good! We enjoyed our stay with family!

Family_with_children

10/10

Exceptional

20 Feb 2026

Hector

Overall, from the staff to the entire hotel was great.

Self

6/10

Pleasant

17 Feb 2026

Michael

Room was good. Breakfast

10/10

Exceptional

16 Feb 2026

Suheil

Execelente servicio en todo me encanto

Friends_and_family Family

8/10

Excellent

15 Feb 2026

Tricia

The room was very clean. The staff was very helpful. The parking was a little difficult due to snow and occupancy. I would totally stay here again.

Business Family

2/10

Poor

15 Feb 2026

Erica

Breakfast was ok, over cooked eggs and meats. Check in front desk manager has a terrible attitude. The pools intense stench of chlorine had kids coughing and I told the front desk it was highly unsafe as even the HVAC wasn’t properly ventilating the room. My eyes were burning. Kids were coughing terribly within just a few minutes of being in there. They’re honestly lucky I didn’t call the fire dept bcuz I think the fumes were so very unsafe! They did close it down for a bit and then told me they fixed the problem however they did not so I reached out to the company myself due to the unsafe environment for kids including my own. If I’m going to spend money for a pool which I know most families do, I want my moneys worth and this was not it! very busy, loud shutting doors, our counter was dirty soon arrival. Check in was 3 and I was after 4 and still had to wait 15 mins for my room to be ready. Very poor all around

Friends_and_family Family

6/10

Pleasant

14 Feb 2026

SLAWOMIR

The toilet was not flushed.hence we changed rooms. New one was ok.its annoyig that fridge is not turned on so all our food spoiled in it over 2 days stay!

Business_and_leisure Family

10/10

Exceptional

11 Feb 2026

Tanya

Clean room and courteous staff. We always have a good experience here.

Leisure Partner

2/10

Poor

06 Feb 2026

Robert

The room did not appear to have been cleaned other than the bedding and bathroom. There was food on the floor in visible locations. I waited 15 minutes when I first arrived in the lobby because no staff was present to check anyone in.

Friends_and_family Family

2/10

Poor

31 Jan 2026

Korey

Room was dirty. Sheets and pillow cases had stains on them. No toilet paper or towels in the bathroom. When I confronted the manger, she admitted they didn’t have people to clean the rooms in nearly a week, due to the storm. Still had to pay for a 1 night stay. I ended up going to stay in a Hilton nearby.

10/10

Exceptional

31 Jan 2026

Susan

Great stay. Room clean, especially liked the bathroom...very classy!

6/10

Pleasant

29 Jan 2026

CHARLES

Small room size, limited closet space, small bathroom with Child sized toilet, no hair dryer.

Partner

2/10

Poor

25 Jan 2026

Bikram

Hotel rooms are filthy and dirty. The bathroom was falling apart. The hotel staff should see the amount of dirt behind the TV cabnit

Business Self

6/10

Pleasant

24 Jan 2026

Chanelle

Great service, friendly staff, the room was clean, the bed was extremely hard in room 411

Business Self

4/10

Poor

19 Jan 2026

Casey

First room not cleaned at all. Food and dirty sock on floor. Second room still dirty and stained linens, dirty towels on bathroom door. Would not stay again.

Business

2/10

Poor

19 Jan 2026

Robert

Amenities. We booked because of the pool for our little one while here for a volleyball tournament. The pool was closed and no one notified us.

Business Family_with_children

4/10

Poor

15 Jan 2026

Angela

Check in went well. Went to our assigned room, left everything there. Went looking for the pool, thats when we found out the pool was under maintenance. Came back, got the grandchild around for bed, when i pulled the blankets down, it was noticeable that the sheets were not changed. There was hairs in the bed, bloody looking bugars on the side. Looked under the bed, there was water bottles, two beer bottle caps, trash, and nasty food wrappers. Pictures were taken shown to the staff, offered up a new room on a different floor. Went to the new room. No issues with the new room.

10/10

Exceptional

11 Jan 2026

Ndolomo

Yes

Partner

6/10

Pleasant

09 Jan 2026

Austin

Room was okay few things didn’t work staff was friendly

Leisure Partner

4/10

Poor

08 Jan 2026

sheng

food ok， room bed， washroom not so clean

4/10

Poor

07 Jan 2026

Linda

The staff were very dismissive to me and my family. When we checked in it was like we were scum on her shoe and when we checked out we had to holler that we wants to check out and wait over 10 mins before anyone showed up. The beds were like rocks and the coffee pot didn’t work. When we asked if there was coffee we could get we were met with a curt NO

Friends_and_family Family

2/10

Poor

06 Jan 2026

Maryam

I arrived late evening and was shown a room that was clearly unclean. The floor had not been vacuumed and the bed sheets were visibly dirty. I did not stay, did not drop my bags, and left immediately after speaking with the front desk.
I was told I could leave and that a refund would be issued. Later, the hotel falsely claimed that I used the room, which is untrue. I had to book another hotel the same night. Very disappointing handling of a legitimate cleanliness issue.

Leisure Family_with_children

10/10

Exceptional

05 Jan 2026

Betsy

Nice room, staff very helpful and friendly. Only issue I had was it had snowed and noone had cleaned off the walkway to the parking lot. Very slippery if you weren't careful, plus about 2\" of snow on it.

Friends_and_family Family

4/10

Poor

01 Jan 2026

Daiana

Aquí tienes una traducción natural y clara al inglés, con un tono adecuado para una queja o reseña:

The room was dirty; it hadn’t been vacuumed, and there were dirty socks next to the fridge. There were no towels. Thankfully, we were moved to another room. However, it was still very poorly maintained: the toilet hadn’t been cleaned, the carpet was dirty, and the noise from the heating system kept us awake. At the pool, there were no towels available, and the water was very cold.
Aquí tienes la continuación en inglés, manteniendo el mismo tono de queja formal:

Additionally, during breakfast, maintenance was being done on the main entrance door. It was kept open, which made the breakfast area extremely cold.

Leisure Family

4/10

Poor

01 Jan 2026

Pedro

The cleanliness of this hotel is not a HIE standard, different odors also.

8/10

Excellent

29 Dec 2025

Nicole

Most of the staff was pleasant, some of the women cleaning the rooms were very unpleasant. The room was standard. The front desk was always empty so when I wanted to buy something downstairs I waited over 10 minutes and no one ever came besides the rude cleaning ladies who ignored us so I couldn't even purchase it. It was an okay experience, did the job for one night.

Leisure Family_with_children

8/10

Excellent

19 Dec 2025

Jessica

The girl that checked us in was very nice, the breakfast was well stocked and warm things were warm and there was lots of options, the pool was fun disappointed they don’t keep towels at the pool though and there were only two body towels in my room but 4 of us staying in there. The room was nice but the bathroom was grimy and the faucet was dirty and there were visible stains on the comforter. Less than ideal.

Leisure Family_with_children

10/10

Exceptional

17 Dec 2025

Jody

Not an elegant place but the rooms were nice, clean, and the bed firm and very comfortable...the staff was outstanding, very friendly and helpful...more than enough breakfast offerings, with freshly ground and brewed coffee..easy parking...all at a great price...to be recommended...

Business Self

4/10

Poor

02 Dec 2025

Lorna

Room not ready and no one to clean the room

Business_and_leisure Friends

10/10

Exceptional

28 Nov 2025

Terry and Michael

Our king size room was very spacious, comfortable and clean. I would add that the rug edges at baseboards needed vacuuming. It was quiet, even tho next to highway. The staff was very friendly and pleasant. We didn’t eat breakfast but I did grab 2 muffins for the road. It looked like a good variety of food available tho. Definitely would stay there again, if needed somewhere in that area.

Partner

10/10

Exceptional

23 Nov 2025

LeQuetta

Room was very clean & smelled amazing. Staff very polite. Overall had a great experience

Leisure Partner

10/10

Exceptional

21 Nov 2025

William

Very nice hotel had a very nice time customer service was excellent

Leisure Friends

10/10

Exceptional

16 Nov 2025

William

Yes

2/10

Poor

15 Nov 2025

Shadae

Rooms filthy , hair and dirt everywhere . Took a paper towel to wipe the hair off the shower floor and it was brown indicating that it had not been thoroughly clean . Hair was on the toilet and floor and it was like it like I was in a house of hair . The poor staff tried. To fix it and she was working the front desk , and also had to come and clean the room . I won’t be coming back !

Business Self

10/10

Exceptional

11 Nov 2025

Lauren

The staff was attentive and helpful - we got suggestions re where to have dinner nearby and they were overall lovely. The room was very clean, the heat worked perfectly (which was a real bonus bc it was frigid outside), ample towels, there was nothing we wanted that was not already provided. Staff even texted to make sure everything was up to snuff. I highly recommend this hotel.

Business Family

6/10

Pleasant

11 Nov 2025

Pamela

I’ve stayed here a few times when visiting Rochester. It seems like the cleanliness is going downhill. The bathroom was very dirty. Hair in the tub. Hair and dirt on the floor.

Leisure Friends

2/10

Poor

09 Nov 2025

Danielle

The room had trash on the floor and a pair of socks in the corner next to the window. They made the beds how did they miss that? The alarm clock time was not updated. Neither was the microwave. When I called the front desk he said I don't know about that. He told me to leave a comment here! Didn't even offer to remove the socks.

Family

2/10

Poor

09 Nov 2025

Steve

Holiday Inn Express used to be our go to hotel, but we’re done after this trip. Neither of the beds had been changed after the last guest, they were just made back up. One of them still had lint from their pajamas on the sheets when we turned back the covers to go to bed. I called the front desk and was brought sheets to change myself. I understand that we got in at 1:30 am after a delayed flight, and no housekeeping staff was available, but I never should have had to make the call. In addition, there was hair on various parts of the toilet and pubic hair on the shower curtain as well as something smeared on the shower wall. We canceled our next night and went somewhere else. And guess what? When I got my emailed receipt, I was charged for both nights. Ridiculous!

Business_and_leisure Family

6/10

Pleasant

08 Nov 2025

Kimberly

The first room I was in, there was mould on the shower curtain and the towels were dirty. I was right beside the kitchen and my room filled up with grease smoke in the morning as they had the door to the kitchen open, so it was wafting down the hall. I was able to move rooms, which was great, but the second room still had issues. Parking felt safe, breakfast was good-- good options, but the rooms weren't all that great. There was chocolate milk or coffee on the window shade too? For the money I think there could have been better options in the area.

Leisure Family

4/10

Poor

05 Nov 2025

Jon

My room was dirty.
Food crumbs under the desk, clump of what I hope was human hair under the chair, every horizontal surface had a very visible layer of dust, hair on shower floor because the drain was clogged and the phone didn’t work

8/10

Excellent

03 Nov 2025

sean

This is my second time staying at this hotel, and I feel like my room was definitely an upgrade from the last time and very friendly staff

Self

6/10

Pleasant

02 Nov 2025

Anastasia

dated

Leisure Family

2/10

Poor

29 Oct 2025

Peter

I had contacted you the same day I made this reservation by mistake and asked that you refund me since I could not stay at the hotel. You checked and told me that the hotel refused to refund my payment. So I cannot comment on my stay since I didn't avail of the hotel on Oct 27-28, since the dates were wrong. I will be having surgery in Strong Memorial in the next 3 months when I plan to spend time in a Rochester hotel before and after this surgery. Unless I get a refund for the reservation above, I will seek other hotels in the area. I feel cheated. I contacted you within 24 hours that. I had made a mistake and wanted a refund. I feel that is a reasonable request and hope the hotel enjoys using the money without my being able to stay in the hotel. Peter

8/10

Excellent

21 Oct 2025

Angela

The breakfast was good; the pool was fine; didn't use the exercise room but it looked well kept.
The room was a little crowded. There were three adults and it was a tight fit. Maybe that's routine for the Express Holiday Inns.

Leisure Family

10/10

Exceptional

20 Oct 2025

Tanya

The room we stayed in this time was big, but faced the busy freeway and was very noisy. The toilet paper holder was coming off the wall and there was a white stain on the couch.

Family

2/10

Poor

19 Oct 2025

Jonathan

Got there late so there wasn’t a lot of options. Checked in the room and there was a chicken wing meal in the refrigerator someone left before us. There were several long hairs all over the bathroom. The tub was gross. The room smelled and there was dust everywhere. Got a text that night from the hotel and told them but they didn’t respond. Barely slept but woke up and found another hotel and decided to cancel what was going to be a 2 night stay at the Holiday Inn. Checked out and advised the front desk staff it was gross and disgusting and we couldn’t stay we were cancelling and there was no apology no nothing. Guy didn’t care. Just kinda along for the ride and a paycheck apparently. Thought about speaking to a manager but unsure what good that would do since we weren’t taking our chances with the nasty hotel.

Friends_and_family Family

10/10

Exceptional

14 Oct 2025

Tanya

Clean room great staff and easy check in

Leisure Partner

4/10

Poor

14 Oct 2025

Octavian

It took 25min for a person to show for a late check-in. I called the reception, knocked at the staff door and there was no answer for 25 min.
Room was dirty: I found food/crap in the shower, on TV and on the wall.
Batteries in the thermostat were low (visible warning) and died during the night leaving the AC unit on heat, I replaced them with the ones from the TV remote which were also low. I used batteries from my mouse.

The hotel needs new management.

Business

4/10

Poor

14 Oct 2025

Ismayra

The staff was short at night time and every time we needed anything there was no one

Business Partner

8/10

Excellent

13 Oct 2025

Lakea

Everything was good

10/10

Exceptional

03 Oct 2025

Dale

Clean room, quiet enough, nice accomodations.

Leisure Family

10/10

Exceptional

29 Sep 2025

Elizabeth

Room very clean. Free breakfast was great. And a couple walkable restaurants in the area.

2/10

Poor

22 Sep 2025

Ellen

Stay was horrible. I was supposed to have a handicap accessible room. They did not give us one or change us to a handicap room. I have a broken kneecap and needed bars by the shower and toilet for my safety. I had to use the handicap bathroom downstairs in the lobby even in the middle of the night. Also They did not make up the room and we had to go downstairs to the front desk to get our towels, toilet paper and Kleenex. They blamed it all on Hotels.com and said we didn't book thru them. This room is usually $84 . Yet we paid $250 plus tax per night. Frankly we should be reimbursed for our stay at $581.56 and I would not recommend this hotel to anyone. This is the first time I have ever written a negative review for anything, but this was truly a nightmare for me.

Friends_and_family Family

8/10

Excellent

20 Sep 2025

Annette

Nice place person who checked us in was a little short not go friendly

Leisure Family

10/10

Exceptional

17 Sep 2025

TERESA

No problems

10/10

Exceptional

16 Sep 2025

Latoya

Clean roos

2/10

Poor

14 Sep 2025

Jessica

The sheets were dirty. We had to ask for them to change them because they were full of black hair. The toilet was cracked, the rug was stained, and the floors in the hall had wrappers and other trash, which stayed throughout the weekend.

2/10

Poor

30 Aug 2025

Nitin

Front desk staff was rude and doing us a favor by checking us in. The disdain on the face was so apparent. Booked two rooms and asked if they can be on the same floor. Not even an effort to look for options. And the patronizing tone.

Leisure Family

2/10

Poor

24 Aug 2025

Aurelia

All 3 rooms that I was switched were dirty, dusty and totally unacceptable! I left early the next day

Business_and_leisure Family

6/10

Pleasant

24 Aug 2025

Michael

Could have been better

Things didn't start great as I got there about 45 minutes before check in time (3pm) and was told my room would be ready at 3. I fully understand rooms need to be turned over and normally this would have been fine - but my car was the only one in the whole parking lot. I find it hard to believe it was a housekeeping issue and not just a \"full policy issue\". The next day the free breakfast was lacking coffee (pretty key part of breakfast) due to a water issue.

In all, it was a bed and good size room so it checked the basic requirements and was mostly clean but definitely not one I'd choose to stay if had other options.

Self

10/10

Exceptional

23 Aug 2025

Rohini

8/10

Excellent

20 Aug 2025

Verified traveler

Ok stay

Stay a lot with HIE...this one was a bit smaller and tighter as far as the room/bathroom. Breakfast was ok...more fruit would be nice. Pillow selection was good.

Friends_and_family Family

10/10

Exceptional

19 Aug 2025

Ileana

Safe

6/10

Pleasant

13 Aug 2025

Raymond

Handicap and parking was a problem .

Leisure Family

6/10

Pleasant

10 Aug 2025

STUART

the staff was friendly, but the toilet handle was not put on properly and we had to lift the lid to constantly prevent the tank from constantly running

8/10

Excellent

09 Aug 2025

ning

restroom is kind of small

Leisure Family

10/10

Exceptional

30 Jul 2025

Joel

Clean

Business_and_leisure Partner

6/10

Pleasant

29 Jul 2025

Gwyn

Overall, OK for one night. Staff was not present when arrived at 7PM. Rug in front of elevator had what appeared to be food scraps on it. Room was small, clean, but smelled of Clorox. Bathroom floor had cleaning product on part of it. Is close to airport. Friendly staff.

8/10

Excellent

24 Jul 2025

Margaret

Con professional clean e s all over the entrance area. Cords and water hoses all over. Kinda loud on floor 2 last night.

Leisure Partner

10/10

Exceptional

19 Jul 2025

Juliana

Was great

Business_and_leisure Family

6/10

Pleasant

13 Jul 2025

Melissa

Stay was fine and staff were friendly. Hotel could use some TLC

4/10

Poor

09 Jul 2025

Joseph

Light was intermittently turning on and off in the middle of the night. This was not resolved or compensated because my room was through Expedia. Had an 8 hr work day and 5 hr drive home to follow my restless evening.

Business

4/10

Poor

09 Jul 2025

Kaeli

Lobby looked nice but the rest of the property looked run down. Our shower obviously wasn’t scrubbed because there were soap scum and the shampoo/soap holder was rusted out. The coffee maker was dirty as well…. Not to mention my in-laws were staying in a separate room and there’s literally had food on the floor and their coffee maker was dirty gross as well….

Leisure Family

6/10

Pleasant

09 Jul 2025

Korey

There were a bunch of little bugs in the lobby

Business Partner

4/10

Poor

30 Jun 2025

Delisha

Very disappointed and disgusted with my stay at this location. The room would've been ok, however wasn't clean, the toilet bowl had crap stains and the floor hadn't been vacuumed, it had a green fingernail and a raisin on the floor, visible. I told an associate, and he said he'd get the supervisor or housekeeping to clean, NOTHING! No one even came to bring clean towels and washcloths. The room doors are so loud when they open, it woke me up when the door next to me opened. I dont know if it needs some WD-40 on them or what. Oh and my room phone was messed up too. I can't believe I traveled 10 hrs to stay there. I hope it gets cleaned properly before the next guest arrives. Room 506

6/10

Pleasant

24 Jun 2025

Corrin

We had a great time visiting, but we had a terrible sewer smell that was extremely disruptive. The young man said the maintenance person had to leave due to emergency and was willing to move our room! That was very inconvenient. The smell got better but then came back around 11pm and lasted till we checked out!

Business Family

4/10

Poor

20 Jun 2025

Michael

Guests were incredibly loud, TVs did not support Netflix.

Leisure Partner

10/10

Exceptional

09 Jun 2025

Warren

Great