Embassy Suites Syracuse

“Great hotel but disappointed in some inconsistencies”

We just completed a two night stay for a mini Spring-Break shopping getaway with our daughter. We requested an early check in but they were unable to accommodate - this was understandable and we just shopped a bit while waiting for our room. The positives: the room was clean on arrival, large en... Más

We just completed a two night stay for a mini Spring-Break shopping getaway with our daughter. We requested an early check in but they were unable to accommodate - this was understandable and we just shopped a bit while waiting for our room. The positives: the room was clean on arrival, large enough for our family and fridge was cold, both tvs worked well; evening reception was lovely and we enjoyed drinks and snacks; breakfast was great both mornings - plentiful and tasty; parking was plentiful and free The negatives: the pool had no towels when we went on Sunday evening. I went to the front desk to ask for towels and she said she’d send some. None came. I asked a staff in the hallway by the pool and she said she’d get some. None came. I messaged the hotel in the app and no response came but towels did arrive; also our room did not get cleaned. We tidied our things and left a tip and note for housekeeping but at five pm no one had come. When I called down I was told they don’t come daily. She offered to freshen the room and asked what we needed. I told her two towels and she said no problem. I then indicated the beds needed to be done and she hesitated. She said she’d see what she could do. I called back and cancelled because it felt awkward. Nothing anywhere indicated the housekeeping didn’t come daily. In fact after this, I looked at the QR code in the room and got a screenshot of the hotel promise that the rooms are cleaned daily. This was a huge annoyance. If it’s not included, tell me. That would be fine and my choice to book. Otherwise it’s not cool. Don’t promise one thing and then tell me it’s not part of the deal. All in all we enjoyed our stay very much but were very disappointed in the room cleaning issue. Id stay again but would ask for clarity in what we paid for vs what we will get.

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