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We came early in hopes of checking in early to get to a Syracuse lacrosse game. Our room wasn't ready but the nice woman at the desk was able to find 2 ready rooms for us! So nice!! So we checked in and relaxed a little before the game! Later we came back and enjoyed the hot tub and pool!! Very nice!! U know reviews online make it sound terrible. To us it was large and clean. Lobby gorgeous! Easy check in. Loved the pool! Will use the gym tomorrow. Looks like brand new equipment!
Pretty much like neighboring Syracuse itself, this is a tired and pretty rundown property. My interactions with the staff were all pleasant and helpful but the hotel is old, beat-up and our room (219) was dirty, musty and again, beat up.
jonathan
Stayed 1 night in Apr 2024
Response from General Manager on 22 Apr 2024
Dear Jonathan,Thank you for taking the time to review your recent stay with us. We are thrilled to know our hospitable team left a memorable impression on you. However, it is unfortunate that our accommodations left much to be desired overall. We will discuss your concerns internally, as feedback always helps guide future decisions. It would be our pleasure to have you stay with us again.
The towels were thread bare, the bathroom seemed worn as did the rest of the room. It was clean but worn. gym had no towels, no cleaner, no wipes, no water cooler, limited equipment. Staff was very friendly, parking easy, location good, right off interstate.
jodie
Stayed 1 night in Apr 2024
Response from General Manager on 16 Apr 2024
Dear Jodie,Thank you for leaving a review. We are so pleased to note our hospitable team left a memorable impression on you, and we appreciate you mentioning our excellent location and convenient parking. That said, we are always working to offer the best service to our guests, so we are grateful for your feedback on where we can improve. It was a pleasure having you here, and we hope you will have a chance to come back soon.
THE BEDDING HAD HOLES IN THEM , BATHROOM WAS UNCLEANED AND POOR LINEN QUALITY
BREAKFAST NOT INCLDED AFTER PAYING OVER $250
Archana
Stayed 1 night in Apr 2024
Response from General Manager on 10 Apr 2024
Dear Archana,Thank you for taking the time to share your concerns. We apologize that your stay fell short of your expectations, and rest assured, we will review this with our housekeeping team right away. Your comfort and satisfaction are very important to us. It is feedback like yours that helps us improve the guest experience. Should you travel back this way in the future, please consider staying with us again so that we may demonstrate our true commitment to exceeding expectations.
6/10 Okay
Carlos J
Travelled with family
9 Apr 2024
Overall a decent Hilton property. The outside looked a little worn. But it was easy & decent enough to use during our stay.
Carlos J
Stayed 1 night in Apr 2024
Response from General Manager on 10 Apr 2024
Dear Carlos,Thank you for choosing to stay with us during your recent trip. We're glad to read you enjoyed your overall experience. However, your comments regarding the property have been noted and will be kept in mind moving forward. We appreciate your feedback and wish you safe travels ahead.
Cleanliness wasn't spotless but wasn't bad (I get skeeved out easily).. the hallways needed vacuuming and there were some water spots on the faucet in our bathroom but other than that it was an ok spot to lay our heads down for the night. Staff was very friendly and helpful.
Dear Eric,Thank you for your recent stay, and we appreciate you taking the time to share your thoughts. We're very sorry to hear we were unable to meet your expectations and for any noise disturbance you encountered during your time with us. Our front desk team is always available and happy to help with any issues that may occur during your time with us. We consider all feedback a chance to continually review guest satisfaction. We're grateful for your review and, given the opportunity, would like to provide the stay you were hoping for.
We have stayed here three times and each time it has been a pleasant stay.
Kelly
Stayed 1 night in Mar 2024
8/10 Good
James
Travelled with family
24 Mar 2024
Clean, very good food. At check out they said I charged a breakfast to the room, I absolutely did not. This may be a common practice because they hold an additional 50 for incidentals. If you don’t check out and just leave, they probably charge people that don’t look at the bill. They did refund me with out argument, which makes it more sus.
Beautiful hotel, pleasant staff, will definitely stay again when in Syracuse!!
Steven
6/10 Okay
suleyman
10 Feb 2024
An average hotel. Nothing stood out.
suleyman
Stayed 1 night in Feb 2024
Response from General Manager on 12 Feb 2024
Dear Suleyman, Thank you for sharing your feedback with us. We appreciate your honesty, and we'll continue striving to exceed expectations in the future. If you have any specific suggestions for improvement, we'd love to hear them.
The pool was overrun with small children and we were not able to use it. There was an event going on and the hallways were extremely crowded with event goers not giving much space for us to pass through
Brieanne
Stayed 1 night in Jan 2024
Response from General Manager on 16 Jan 2024
Dear Brieanne,Guest satisfaction is important to us, so we're happy to see that some aspects of your stay were pleasant. However, we apologize for any difficulty accessing the pool and navigating the halls. We'll keep your comments in mind, and we hope you'll consider staying with us again should you be back in the area.
Security never around or available. No cameras on floor levels of rooms. I was recently robbed while at the hotel, and recieved no assistance from hotel, no discount, nothing. Ended my stay early and switched hotels asap. Also the room I paid for and reserved was not available. Don’t understand how I can pay and reserve a specific room in advance, and recieve lesser value room, with no discount at arrival. Clown show.
David
Stayed 7 nights in Jan 2024
Response from General Manager on 22 Jan 2024
Dear David,We appreciate you reaching out, and we're sorry to hear about the experience you've described. The safety of our guests remains our main priority, and we encourage you to stay connected with the police department regarding this incident, as they will provide the best solution. Thank you.
This was one of the nicest Double Tree’s we’ve stayed at. Clean, comfortable and quiet. The night service was fantastic and the staff was very friendly and welcoming.
The morning desk staff was nowhere to be found and the coffee was burnt and not very pleasant.
There could be a better lighted sign in the driveway entrance. We passed by it.
It was much more expensive than other nearby hotels. The cheaper hotels had free breakfast. This hotel charges for parking which makes no sense because the hotel is in an isolated area.