Holiday Inn Express Rochester - University Area

it was such a disappointment. i am a frequent traveler and i haven't been treated like this ever before. I checked in around 9:20pm. the room that i got was right in front of the ice making machine. the machine noise was unbearable. so i requested the front desk to switch a room for me or at least unplug the machine during sleep hour. 1. the front line staff was not able to help, as she told me that she was the only staff at the hotel this evening. she told me she didnt know how to stop the machine. She was not willing to go up with me and listen to the machine noise. She offered me some ear plugs. 2. she did not want to find her manager to solve the issue, and she told me the manager could only be found during working hours. she gave me her manager's email to me. thats it. I emailed the manager and followed with 2 other emails. No response of course. Who could answer email on Saturday night? Most useless solution I have been offered. 3. she told me she never had other hotel guests complained about the machine noise, as if i was lying to her. all she could do, again, was give me some more ear plugs. 4. She was no able to refund as well, as her manager did not give her such authority. She told me i can email the manager about it. What a sensible solution it is. i was at the hotel lobby front desk area from 9:40 to 11:15pm politely asking her to either refund/ switch the room/ unplug the machine. And she had no solution to all of these. While I was seeking help from Trip.com support team, the front desk supervisor appeared. She was willing to refund for us, and booked another hotel in the same area too. I appreciate the help from the front desk supervisor. I also appreciate Trip.com timely escalation about the issues and contacted the hotel directly. Eventually I left the hotel around 11:30pm, wasted two hours of my precious sleeping time! Would NOT recommend this hotel. —＞ Poorly trained staff with no sympathy at the first point of contact. —＞ Weird floor plan design to put a ice machine in front of a guest room without any sound insulation. —＞ Offering an email and hoping client will suck up the discontent

I am a student it was my first trip to Rochester to join the university of Rochester i stayed only 1 night the hotel was good like a 3 star hotel it was clean the breakfast was good the overall experience was good i am satisfied

酒店就在高速邊上，自駕很方便，房間乾淨整潔，早餐東西種類不多，有咖啡，水果，麪包，酸奶，雞蛋，對我來説也夠了。