Holiday Inn Express & Suites Rochester Webster, an IHG Hotel

The pool was one of the most disgusting filthy hotel pools I've ever been in. The chlorine was intolerable and irrated both my 4 year old and 2 year Olds eyes and skin. There was green filthy slime all over the walls and floor of pool and multiple "thibgs" floating in the murky water...and the hot tyb was just as bad. I want some money back, I paid a lot of money at this hotel because of the pool alone for my children and we only let them be in it for 20 mins tops! I'm applauded that u think that is satisfactory for guests (esp children) to swim in.

Great, clean Hotel. Nice breakfast! Good for families

Check in was ok. Room 414. It was clean. We were out during the day. Came back went for a swim. That night there was a sound coming from the ceiling that was vibrating down into the headboard. Our child nor us could not fall asleep. Went and told downstairs at 11:30. After I gave them the rm # they said right away that they can't do anything but told me to come down in the morning. Went down in the morning. After front desk spoke to the manager, she said we could get a room but it wouldn't be until after 3 pm. Gave them my # and said we would be at the museum for the day after we got ready. At 2pm we received a voicemail saying that we have a room on the 2nd floor. Perfect. Got back to the hotel around 4. Was told that they couldn't move us because we weren't there. I said that we were told there was a room. They got their manger who was extremely rude. I have never been talked to like that so I left to get our things while my husband talked to the her who just kept arguing and not listening. She was very confrontational. He said forget it and that we were leaving as they were "sold out". Got up stairs to get our things and got a call not even 5 mins later that there was a room available because of a "cancellation". They said that there was a well known issue with rm 414 and that they're training staff to put people in there that are hard of hearing until they can fix it. It shouldn't have been this hard to switch rooms because of a known issue. We will never stay here again.

Staff was nice, breakfast was nice, room was nice... But a lot of noise outside even now at 10pm. My child isn't sleeping so the event below the rooms is making it hard, for the money spent I was hoping to get a restful sleep. But other than that, things have been good.

Amazing stay! My kids loved the breakfast!

Very convenient for families.

Our stay was a Christmas gift for our eight grandchildren who came and had pizza ice cream sundae swim in your pool. Three of them stayed overnight. Had a great breakfast and some more pool time. Thank you. It worked out perfect as an experience gift.

Would stay again, close to family.

Everything was top notch. My family enjoyed everything from the full breakfast to the indoor pool.

I have an issue with checking in and the Expedia sight. The woman who checked me in was trying to pay the entire balance before I even received the key. She supposedly cancelled that reservation and then did it at their own sight. Had a ton of issues with putting my credit card on file and paying when I leave. A family member was paying for my visit and I explained that to them. I will be paying when I check out on Monday. Still my card was charged for the entire amount. Still here and having more issues due to the woman who checked me in didn’t cancel the original room! The new desk employees are baffled and have to wait for a manager to fix all of this. Not their fault they weren’t here upon check-in. Otherwise, this place is very clean, very nice and comfortable. Nice place to stay. Breakfast is great and clean as well. I will stay here anytime! Regardless of the mistakes I will be better prepared next time and hopefully they fix it this time and make good on the mistakes made. 🙂