‘Nothing but a horror show:’ Inside account of Rochester Holiday Inn conditions

ROCHESTER, N.Y. (WROC) — As News 8 reported earlier this month, the property owner of the Holiday Inn on State Street in Downtown Rochester has been facing issues surrounding code violations in addition to the hotel management group, IHG Hotels, stating it was not taking reservations while the owner addresses “issues.”

For the first time, we’re hearing from someone inside the hotel. A woman who claims she was the former head of housekeeping is describing unsanitary and dangerous conditions, not only for the workers, but also for the guests. Asylum seeking families have been sheltering at the Holiday Inn since last August. It is is the sole location approved under the county’s Emergency Housing Order, an executive order routinely updated each month by County Executive Adam Bello. This is the final week those families are scheduled to be sheltering there.

Crystal Jones spoke exclusively with News 8 on Wednesday, saying she is planning to take legal action. Her reasoning for speaking out, she says, is also because the treatment of the workers and way in which the hotel is run is simply wrong.

“They have the fire extinguishers don’t work, the fire alarms are always clogged up. It’s just – it’s not fair,” Jones says.

She claims she was the head of housekeeping for approximately five months and witnessed several concerning situations, conditions and operations. Photos provided to News 8 show exposed wires, dirty beds, a ceiling crack with materials hanging in the garage, and unfinished plumbing. She says the photos are from various floors, including the seventh floor, which is under renovations. The City of Rochester confirms to News 8 the seventh floor is undergoing renovations, noting if there are “cosmetic” upgrades, such as repainting, that does not require a permit, however other work done, such as electric, would require certain permits.

The City of Rochester also confirms to News 8 on Wednesday the owner of the hotel is Nyan Patel. The City’s new BuildingBlocks website shows the ownership as Horizon Edge Hospitality LLC.

“You can’t even go on the seventh floor because it’s nothing but a horror show. It’s like when you walk in there you see on the horror show you see wires hanging out – flying at you – sparks and stuff – that’s what’s going on here. The third floor where the migrants stay. It’s hot – they have no air,” Crystal Jones describes.

Jones also tells News 8 the operations as someone in a leadership role were disorganized, unaccountable, and haphazard. She describes feeling as if she were “thrown out the door” after attempting to enact protocol with her team, specficially involving scheduled breaks. Jones adds there is no employee handbook to reference.

“I’ve never had a write up, I’ve never had a warning, I’ve, nothing, just ‘We’re gonna suspend you until the investigation.’ Yesterday I was called, ‘well the investigation is done and we’re gonna let you go. ‘So the owner did the investigation — he talked to everybody. I have signed statements from the people saying that no one was talked to,” Jones claims.

In a statement provided to News 8, the City of Rochester says it “has been and continues to be actively engaged with the owners of 70 State Street”, adding “at this stage the fire marshal and other city officials are inspecting the site weekly.” At one point the city also states it issued the owner a cease-and-desist notice.

News 8 reached out the management group of the hotel, IHG Hotels, twice via email for this story and have not yet heard a response. A statement provided to News 8 from IHG inquiring about claims of unsanitary conditions at the time reads:

“IHG wants to add that the hotel is currently not open for reservations as the owner works to address issues.”

Jones also states the owner is continuing to book reservations for guests, mostly walk-ins and large groups. She explains some of the encounters she had with recent guests before being let go.

“When they came down here for the boating tournament – I got calls at home in the middle of the night about moving people to different rooms because of the mice infestation. People waking up, mice running through, mice running across people’s feet, mice all up in the toilet, mice in the sink — the tubs are — it’s terrible, it’s a mess,” Jones says.

News 8 reporter Isabel Garcia visited the hotel at the check-in desk to inquire if the owner was available to speak and was told he was not.

The full statement from the City of Rochester can be viewed here:

“The City of Rochester has been and continues to be actively engaged with the owners of 70 State St. to ensure that they continue to work to bring the property into full compliance with all City codes.

Over the past several months, the City has scheduled meetings and hearings, has ticketed the property owner numerous times for non-compliance, and issued a cease-and-desist notice. At this stage, the Fire Marshal and other City officials are inspecting the site weekly.

Given the current code violations, as required by the City, the property owner has certified that they are taking additional precautions and conducting ongoing fire watch surveillance until the violations are addressed.”

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