Best Western Brockport Inn & Suites

Reviews

• LK

  Lisa Kirby

  Oct 13, 2025
  1.0
  I stayed in room 214 four days after the other reviewer and there were definitely bed bugs still there. We packed up and left immediately. I did not speak to the manager but once I mentioned I had seen the previous review and with communication through the staff I was reimbursed . Most definitely will not go back.
• EA

  Elizabeth Allen

  Oct 4, 2025
  1.0
  I was very disappointed with my stay during Parents Weekend at my daughter’s college. The final bill ended up being over $100 more than the original quoted price. When I questioned the increase, I was told it was due to New York State taxes — a poor excuse, considering taxes should be clearly included or disclosed upfront. I also paid extra for early check-in, but when I called to confirm, I was told there were “no guarantees.” When I arrived, my reserved room wasn’t ready, so I was given a handicapped-accessible room I did not request. The room itself was outdated, with a heating/cooling unit that looked like it hadn’t been upgraded since the 1970s. The old-school dial thermostat barely worked, making it nearly impossible to control the room temperature. The included breakfast was another letdown — just a basic grab-and-go selection. Nearly everything was wrapped in plastic, with only a few fresh items: eggs, sausage, and mini waffles. For the price, this was incredibly underwhelming. To make matters worse, when I first called to book, I was told there was a mandatory two-night stay for Parents Weekend — yet I had no problem booking just one night online later. That kind of misinformation is unacceptable. Overall, I felt price-gouged for a stay that didn’t even come close to matching the quality I paid for. I won’t be returning and wouldn’t recommend this hotel to anyone visiting the area.
• JG

  jackie gath

  Sep 25, 2025
  1.0
  Disturbing Experience at Best Western – Guest Safety Ignored I booked two rooms at this Best Western for visiting colleagues. One guest developed multiple bite marks overnight. She immediately notified the front desk, but was told that management was “not available” and to check back in two days. I moved the guests to a different hotel for their safety. The affected guest sought care at WellNow Urgent Care, where the doctor confirmed bed bug bites and treated her allergic reaction. Despite repeated calls from me, I kept getting the same response—no manager available. Only after two days did the manager finally call, claiming the room (214) had been inspected and “no bed bugs were found.” It’s hard to believe an infestation and an urgent-care diagnosis could simply disappear, especially when staff avoided addressing it promptly. Because of the hotel’s refusal to assist, the guest’s employer ordered her to discard all of her clothing—even the few items she laundered on high heat at a laundromat—leaving her with virtually nothing. She never requested money or free rooms; she only asked for help processing and safely cleaning her belongings. This is unacceptable. Best Western failed to protect its guests and refused basic accountability. My company will never book here again, and I urge other travelers to take note of the management’s indifference.
• JW

  Jeff Wilhelm

  Sep 9, 2025
  5.0
  Staff is absolutely phenomenal. Bill was super personable and made great conversation. Beds are a bit stiff for my preference. Need more guys like bill in the world.
• LB

  Lauren Baggio

  Aug 28, 2025
  1.0
  This was hands down the worst hotel experience my family has ever had. We booked three rooms at the Best Western in Brockport, NY, and it was a disaster from start to finish. First off, our reservation was never even held. When we showed up, they had rooms, but not the ones we reserved and that we were "lucky" because if they didnt have any rooms we would've had to find another place to stay. The manager also stated that they don't reserve suites... On top of that, the price we were quoted wasn’t what we were charged — we were overbilled and had to argue to get money refunded. We were promised suites, but only one of the three rooms ended up being a suite. The elevator was broken the entire stay. My father is disabled, my sister is five months pregnant, and my mom had a broken rib and punctured lung. No one at the hotel offered help — we had to beg the maintenance man to carry luggage. Staff were literally dragging cleaning carts up the stairs because corporate clearly refuses to give them the resources they need. Housekeeping never once came to clean our rooms in five days. When we checked out, suddenly our reservation “showed up” in their system — and we were told “sometimes that happens.” My parents’ room was right next to a staircase and they were woken up constantly. My sister’s room reeked of marijuana, and when she asked to be moved, they put her in a musty, humid room that was just as miserable. Here’s the kicker: when we contacted corporate afterward, they told us because we didn’t complain during the stay, we had no recourse. In other words, they punished us for not yelling at the overworked staff, who were clearly trying their best with nothing to work with. This is not a staff problem. This is a corporate problem. Best Western should be ashamed of how they run this hotel. Save yourself the stress — stay anywhere else. **We came up for a wedding, so most of our family stayed there, meaning, they made a lot of money off of us.. and to offer us nothing because we didn't complain feels like a slap in the face. I'm taking the manager's advice and bad mouthing this hotel on social media. I'm looking forward to the other family members who will do the same. Thanks Sarah!!!! Edit: the two dogs that were "snuck in" were our service dogs thay are ADA compliant. I told the woman who reserved the one day for us on Wedbesday. We should've recorded the conversation you had with my father because you are lying. Oh, and sarah, we stayed there literally 2 weeks ago and I just left this review 3 days ago so we weren't there quote "weeks" ago. You should get your facts straight before you attack my family and I for staying at this poorly run hotel. Also, I find it fascinating that you leave responses to the people who left "good" reviews, meaning 3 stars and up, but leave rude responses for me and telling others that you'll use this feedback for "training tools" hilarious!