Everyone was so kind and helpful. Absolutely the Best!
S5744WKjog
would give zero star if that was an option. I had the absolute worse experience in my life with this hotel. My coworker and I booked two nights in Marriott between 6/25 & 6/27. There was a thunderstorm this past weekend and messed up all the NYC area airports and travelers. It is all around the news. Hundreds of delayed and cancelled flights. Me and my co-worker's flight was a late night 11pm flight. Due to the storm, it was delayed 6 hours. As soon as I know that there was a delay, I called the hotel and told them about delay and make sure that I can still check in even if I may arrive after 3am. I called them multiple time as my flight was keep delaying to a later time. They told me no worry. They will check me in. However, my flight got cancelled at the end. After the 6 hours wait in the airport, I left the airport and drove 5 hours from NYC to Syracuse and arrived the hotel. I was super exhausted after I arrive the hotel the other day and just wanted to take a rest. When i check in, the front desk told me that because I arrived late, they cancelled my entire reservation for two nights, regardless I already paid for the two nights of hotel and called them regarding my delayed flight. They told me that the hotel was fully booked and there is no room for me and no refund because I book it through expedia. The funny thing is, she said that if we reserved through their official website, she can give one room to us and I have to share the room with my co-worker. In other words, there was available room!!! but she just didn't give it to us!!! We had to move our luggages out and move to another hotel very last minute during a thunderstorm. Please! I told you that I may arrive after 3am. If you are going to cancel my reservation if I can't arrive by a certain time, let say 6am the next day, would you notify me? Be honest, I didn't even know that a hotel could do that to a customer. I have never experience this before. They took my money and let someone book my room again to make twice the profit out of the same room? This is absolutely ridiculous and furious. I didn't book a cheap hotel, I booked a Marriott. I have expedia agent contacted the hotel, and they still said no refund... PLEASE help me to understand under your policy, what should a traveler/customer do if they have delayed flight? Nothing, but we should just agree to give you our money and lose our rooms. Do you think that fair to your customers? I would report this to customer affair. In short, if you don't want to lose your money and your room for no reason. Don't book this place. And guess what, I posted my review in goggle but they just hide it from everyone. I use my family’s phone to check and it is not showing up. This is a scam.
Relax820553
Average rooms - hotel was originally built in 1920s, despite renovation efforts, room was dated, furniture was worn but bed was comfortable. Room wasn’t properly cleaned when we arrived - spoiled hummus found in fridge, bathroom had hairs on floor and the sheets had a stain. I booked a “larger room with sofa bed” - I was given a standard room that didn’t have a sofa bed - not sure why this happened as I paid 20% more when selecting this upgraded room. They do have the world’s thinnest bath towels here (truly surprised Marriott allows this). Valet was prompt, ordered room service for dinner and breakfast and the pickup in lobby feature was good (food was ok) and the service at the front desk was welcoming. More diligent and consistent cleaning efforts along with providing accurate rooms would have improved the review rating.
LoveTravel675840
Avoid in the winter - AC is very weak regardless of what temperature you set it at. It was hot even in the AM after leaving it at 60F the entire night. Shower toiletries were empty and certain fixtures were crumbling. AC did not work but the Reception desk’s welcome was ice cold.
RakkasanMAJ
You know the saying “you get one chance to make a first impression?” The first impression I got wasn’t a good one…. It’s only April and I’m already Marriott Platinum, so I travel a lot and am very loyal to Marriott. When I arrived, there was no obvious place to park so I found a spot on the street, paid the meter for 15 minutes and ran in to get guidance from the front desk. The lady checking me in asked a guy in a black jacket with a name tag that said “Jim” to help me. We went outside and I pointed to my car. He proceeded to tell me about a garage a few blocks away. I had been flying all day and was really ready to just relax so I asked if they had valet service. His response (verbatim) was “yeah we HAVE valets but it’s just a few blocks, you can do it yourself.” How does one enter the service industry with no sense of service? And how does a business succeed if employees decline to provide services that generate revenue? I just shook my head and parked at a lot that I found around the corner that was convenient and cheap. Having said all that, this is a very old and historic hotel and the lobby is gorgeous. The room was spacious and very nice. It had two queen beds with a large sectional sofa and dual vanity in the bathroom. When I went to check out at 4:40am, I had to wait several minutes while two employees were in the back chatting instead of manning the front desk. I could see them but they never looked up to see me. Overall I found the property absolutely an A+ but the service a C- at best. A waitress named Lyana at Shaugnessy’s Irish Pub downstairs was the exception and very on top of her job. I’ll be back in the area at least quarterly so hopefully next time is better.
GonewiththewindKent
We booked this hotel for a one night stay en route from NYC to Niagara Falls in April 2023. I wanted somewhere decent around half-way and there was a dearth of options so I selected this hotel as a safe bet, having used Marriott hotels over many years. The problems started when we drove up to drop our bags off (four heavy suitcases) before finding the off-site parking. There was a line of cars parked in the street outside with no space for us. We wound the window down and asked the valet parking attendant outside where we should stop. Someone else was just pulling out so we pulled in. He then brought us a trolley but told us he had only one member of staff there, hence all the cars waiting to be parked, and we'd have to move our own luggage. My wife is in her sixties. I duly unloaded them and accepted I'd have to valet park then loaded the trolley and dragged it inside. No reception there - up a level. At reception I could hardly hear the receptionist over the noise of what turned out to be a live band playing. They play there every Wednesday. We got keys and went to our room. The room itself was fine. Then we went down for a coffee. No luck - there was an option to avoid the noise from the band but that was an almost as noisy Irish bar, part of the hotel. So we went outside, in the cold and rain, to find somewhere else to eat. This is formerly the Syracuse Hotel, now (slightly) updated. It's far from good. Period features are novel but I'd rather a modern hotel to modern standards. This wasn't. Maybe it appeals to local people - they seem to be the ones using it. Didn't appeal in the slightest to us - we will not be returning.
883HB
This is an interesting property, a nicely renovated old hotel that is rather ornate in many areas. But a few disappointments compared to other Marriott properties. First, I am a Lifetime Titanium Elite and always pre-check in online. Having said that, what is the point of having all my information and room keys ready if I have to wait :30 minutes in line just to have the desk clerk to unceremoniously hand my my key and say "next in line"? The check in process here was clearly disorganized and it took forever to check in those in front of me. WHY, can I not get the key without going through that agony? It is also my observation that the front desk staff were not of good cheer at all and many customer/staff arguments were observed. The room was nice, but noisy hearing the guests on both sides of me throughout the stay. Also the lighting in the room was horrible. Just two small lights by the bed lights which did little to illuminate the room which made it difficult maneuver and do simple tasks such as using the closet or ironing. The television suffered no signal multiple times. There was no shampoo in the dispenser. The M-Club lounge breakfast was also wanting. The eggs/bacon/sausage were fine but everything else were carb/sugar bombs. No sugar free yogurts or cereals. Also, no bread whatsoever. There was a toaster standing at the ready, but not one morsel of bread anywhere. The good news is the on property Irish Pub, Shaughnessy's was just fantastic. Great food, properly poured Guinness and that day (a Sunday afternoon) had just wonderful musicians providing traditional Irish music. Would I stay here again - only if I had to.....
dianed328
The hotel we originally booked messed up our reservation, so we had to find another hotel asap since it was after midnight when we landed. The gentleman from Marriott on the phone told us he had one room left, and it was a corner junior suite. There were 4 of us and he told us there were 2 queen beds in two different rooms. It was more than what I wanted to pay but we were exhausted. I also made it clear that we needed it for 3 nights. When we got there, I reiterated that we needed the room for 3 nights. She said we could have it. When we got to the room, there was a queen bed in the bedroom, but only a fold out couch in the suite area. No blankets or pillows for the couch. My daughter called the front desk and they told HER to come down and get them. It was late and they clearly weren't too busy to bring it up to the room! They also told her when she was at the desk, "Tell your mom you can only have the room for 1 night and you have to be out by 12:00." VERY unprofessional. There was also only one shower towel in the bathroom. I understand it was last minute and we'd have to take what we could get, but why tell us there were 2 beds? That plus the unprofessionalism ensures that we won't be going back.
bfoxchristy
This is a fantastic, beautiful, well kept hotel! The woodwork and chandeliers are amazing. The rooms are updated and extremely comfortable. This hotel was a venue for a business symposium I attended and I would 100% stay here again. The service was phenomenal. They were very generous with food options and most was very tasty! The parking is a bit inconvenient but they do have valet parking and the parking garage is not too far away from the hotel.
Harry G
Impressive renovation of the old Hotel Syracuse. Beautiful wood. Original furniture in the lobby. Shaughneses provided a very nice lunch with great service. The breakfast dining room was a huge disappointment. After being seated by a grumpy hostess, we (a couple) sat for 20 minute. No one approached us to give us coffee or take our order. So wr left and close by found a very nice coffee shop. At check-in over $200 was charged to my credit card for "incidentals" ???? I booked the room using Bonvoy points. I was told that the deposit would be refunded if no charges were made. I have not received my monthly statement, so I don't know yet if this was done.
I had booked a night at the hotel to see a concert close by on November 18th. Unfortunately there was a snow storm expected to hit Buffalo and I would be driving right through it to get to Syracuse so I cancelled before the allotted time written on my confirmation. The confirmation clearly states that there would be no penalty if the room was cancelled by 11:59 pm on November 17th. I cancelled on November 17th at 9:15 AM and the hotel is now telling me that this is not their policy, that it's actually 48 hours despite what my confirmation email was telling me. I've been trying to get this resolved for a week without any response from Marriott head office. My friends who also had the same reservation and cancelled even later than I did but before the deadline were never charged. This experience has left me with a really bad opinion of this hotel and Marriott hotels.
teacherstret
Stayed here two nights was pretty good Lobby is a little bit old style but has some charm to it rooms r nice and roomy perfect for a quick stay has a coffee machine in the room tv was nice size bathroom is nice
albertf940
Marriott Syracuse is a wonderful historical hotel in Syracuse. Being an elite member, we were upgraded to a nice suite. They have done a great job maintaining the majestic feel of the hotel in the lobby area. It feels great to be welcome into such a nicely maintained historical hotel, with great customer service. The Ala Carte breakfast at the Eleven Waters restaurant was another highlight. They were very nicely presented and delicious! We stayed during the weekend. There were plenty of street parking around the hotel for free overnight parking (till 9am). I could recommend this hotel highly.
Joe S
I don’t normally feel compelled to write reviews but the front desk staff at the Marriott Syracuse definitely go out of their way. I stay at hotels often due to my job but rarely do I see customer service like that provided by Abigail. From room selection, to running suggestions, to help with crowded elevators due to an event, she provided outstanding customer service. She has a warm and friendly personality and really sets the example for the brand. She is a truly remarkable employee, and the front desk team at Syracuse is awesome. Chrissy was also super friendly and helpful.
LBKLundw
We really enjoyed our stay here. They’ve done a beautiful job preserving vintage elements in common areas while ensuring modern amenities in the rooms. It’s a special type of place - not a generic hotel. Our bathroom was huge and had a double vanity. All of the staff we encountered were very friendly and helpful. We had a nice takeout breakfast from Eleven Waters. The only thing we didn’t like was the garage. We’ll definitely stay here again if we come back to Syracuse.
Everyone was so kind and helpful. Absolutely the Best!
would give zero star if that was an option. I had the absolute worse experience in my life with this hotel. My coworker and I booked two nights in Marriott between 6/25 & 6/27. There was a thunderstorm this past weekend and messed up all the NYC area airports and travelers. It is all around the news. Hundreds of delayed and cancelled flights. Me and my co-worker's flight was a late night 11pm flight. Due to the storm, it was delayed 6 hours. As soon as I know that there was a delay, I called the hotel and told them about delay and make sure that I can still check in even if I may arrive after 3am. I called them multiple time as my flight was keep delaying to a later time. They told me no worry. They will check me in. However, my flight got cancelled at the end. After the 6 hours wait in the airport, I left the airport and drove 5 hours from NYC to Syracuse and arrived the hotel. I was super exhausted after I arrive the hotel the other day and just wanted to take a rest. When i check in, the front desk told me that because I arrived late, they cancelled my entire reservation for two nights, regardless I already paid for the two nights of hotel and called them regarding my delayed flight. They told me that the hotel was fully booked and there is no room for me and no refund because I book it through expedia. The funny thing is, she said that if we reserved through their official website, she can give one room to us and I have to share the room with my co-worker. In other words, there was available room!!! but she just didn't give it to us!!! We had to move our luggages out and move to another hotel very last minute during a thunderstorm. Please! I told you that I may arrive after 3am. If you are going to cancel my reservation if I can't arrive by a certain time, let say 6am the next day, would you notify me? Be honest, I didn't even know that a hotel could do that to a customer. I have never experience this before. They took my money and let someone book my room again to make twice the profit out of the same room? This is absolutely ridiculous and furious. I didn't book a cheap hotel, I booked a Marriott. I have expedia agent contacted the hotel, and they still said no refund... PLEASE help me to understand under your policy, what should a traveler/customer do if they have delayed flight? Nothing, but we should just agree to give you our money and lose our rooms. Do you think that fair to your customers? I would report this to customer affair. In short, if you don't want to lose your money and your room for no reason. Don't book this place. And guess what, I posted my review in goggle but they just hide it from everyone. I use my family’s phone to check and it is not showing up. This is a scam.
Average rooms - hotel was originally built in 1920s, despite renovation efforts, room was dated, furniture was worn but bed was comfortable. Room wasn’t properly cleaned when we arrived - spoiled hummus found in fridge, bathroom had hairs on floor and the sheets had a stain. I booked a “larger room with sofa bed” - I was given a standard room that didn’t have a sofa bed - not sure why this happened as I paid 20% more when selecting this upgraded room. They do have the world’s thinnest bath towels here (truly surprised Marriott allows this). Valet was prompt, ordered room service for dinner and breakfast and the pickup in lobby feature was good (food was ok) and the service at the front desk was welcoming. More diligent and consistent cleaning efforts along with providing accurate rooms would have improved the review rating.
Avoid in the winter - AC is very weak regardless of what temperature you set it at. It was hot even in the AM after leaving it at 60F the entire night. Shower toiletries were empty and certain fixtures were crumbling. AC did not work but the Reception desk’s welcome was ice cold.
You know the saying “you get one chance to make a first impression?” The first impression I got wasn’t a good one…. It’s only April and I’m already Marriott Platinum, so I travel a lot and am very loyal to Marriott. When I arrived, there was no obvious place to park so I found a spot on the street, paid the meter for 15 minutes and ran in to get guidance from the front desk. The lady checking me in asked a guy in a black jacket with a name tag that said “Jim” to help me. We went outside and I pointed to my car. He proceeded to tell me about a garage a few blocks away. I had been flying all day and was really ready to just relax so I asked if they had valet service. His response (verbatim) was “yeah we HAVE valets but it’s just a few blocks, you can do it yourself.” How does one enter the service industry with no sense of service? And how does a business succeed if employees decline to provide services that generate revenue? I just shook my head and parked at a lot that I found around the corner that was convenient and cheap. Having said all that, this is a very old and historic hotel and the lobby is gorgeous. The room was spacious and very nice. It had two queen beds with a large sectional sofa and dual vanity in the bathroom. When I went to check out at 4:40am, I had to wait several minutes while two employees were in the back chatting instead of manning the front desk. I could see them but they never looked up to see me. Overall I found the property absolutely an A+ but the service a C- at best. A waitress named Lyana at Shaugnessy’s Irish Pub downstairs was the exception and very on top of her job. I’ll be back in the area at least quarterly so hopefully next time is better.
We booked this hotel for a one night stay en route from NYC to Niagara Falls in April 2023. I wanted somewhere decent around half-way and there was a dearth of options so I selected this hotel as a safe bet, having used Marriott hotels over many years. The problems started when we drove up to drop our bags off (four heavy suitcases) before finding the off-site parking. There was a line of cars parked in the street outside with no space for us. We wound the window down and asked the valet parking attendant outside where we should stop. Someone else was just pulling out so we pulled in. He then brought us a trolley but told us he had only one member of staff there, hence all the cars waiting to be parked, and we'd have to move our own luggage. My wife is in her sixties. I duly unloaded them and accepted I'd have to valet park then loaded the trolley and dragged it inside. No reception there - up a level. At reception I could hardly hear the receptionist over the noise of what turned out to be a live band playing. They play there every Wednesday. We got keys and went to our room. The room itself was fine. Then we went down for a coffee. No luck - there was an option to avoid the noise from the band but that was an almost as noisy Irish bar, part of the hotel. So we went outside, in the cold and rain, to find somewhere else to eat. This is formerly the Syracuse Hotel, now (slightly) updated. It's far from good. Period features are novel but I'd rather a modern hotel to modern standards. This wasn't. Maybe it appeals to local people - they seem to be the ones using it. Didn't appeal in the slightest to us - we will not be returning.
This is an interesting property, a nicely renovated old hotel that is rather ornate in many areas. But a few disappointments compared to other Marriott properties. First, I am a Lifetime Titanium Elite and always pre-check in online. Having said that, what is the point of having all my information and room keys ready if I have to wait :30 minutes in line just to have the desk clerk to unceremoniously hand my my key and say "next in line"? The check in process here was clearly disorganized and it took forever to check in those in front of me. WHY, can I not get the key without going through that agony? It is also my observation that the front desk staff were not of good cheer at all and many customer/staff arguments were observed. The room was nice, but noisy hearing the guests on both sides of me throughout the stay. Also the lighting in the room was horrible. Just two small lights by the bed lights which did little to illuminate the room which made it difficult maneuver and do simple tasks such as using the closet or ironing. The television suffered no signal multiple times. There was no shampoo in the dispenser. The M-Club lounge breakfast was also wanting. The eggs/bacon/sausage were fine but everything else were carb/sugar bombs. No sugar free yogurts or cereals. Also, no bread whatsoever. There was a toaster standing at the ready, but not one morsel of bread anywhere. The good news is the on property Irish Pub, Shaughnessy's was just fantastic. Great food, properly poured Guinness and that day (a Sunday afternoon) had just wonderful musicians providing traditional Irish music. Would I stay here again - only if I had to.....
The hotel we originally booked messed up our reservation, so we had to find another hotel asap since it was after midnight when we landed. The gentleman from Marriott on the phone told us he had one room left, and it was a corner junior suite. There were 4 of us and he told us there were 2 queen beds in two different rooms. It was more than what I wanted to pay but we were exhausted. I also made it clear that we needed it for 3 nights. When we got there, I reiterated that we needed the room for 3 nights. She said we could have it. When we got to the room, there was a queen bed in the bedroom, but only a fold out couch in the suite area. No blankets or pillows for the couch. My daughter called the front desk and they told HER to come down and get them. It was late and they clearly weren't too busy to bring it up to the room! They also told her when she was at the desk, "Tell your mom you can only have the room for 1 night and you have to be out by 12:00." VERY unprofessional. There was also only one shower towel in the bathroom. I understand it was last minute and we'd have to take what we could get, but why tell us there were 2 beds? That plus the unprofessionalism ensures that we won't be going back.
This is a fantastic, beautiful, well kept hotel! The woodwork and chandeliers are amazing. The rooms are updated and extremely comfortable. This hotel was a venue for a business symposium I attended and I would 100% stay here again. The service was phenomenal. They were very generous with food options and most was very tasty! The parking is a bit inconvenient but they do have valet parking and the parking garage is not too far away from the hotel.
Impressive renovation of the old Hotel Syracuse. Beautiful wood. Original furniture in the lobby. Shaughneses provided a very nice lunch with great service. The breakfast dining room was a huge disappointment. After being seated by a grumpy hostess, we (a couple) sat for 20 minute. No one approached us to give us coffee or take our order. So wr left and close by found a very nice coffee shop. At check-in over $200 was charged to my credit card for "incidentals" ???? I booked the room using Bonvoy points. I was told that the deposit would be refunded if no charges were made. I have not received my monthly statement, so I don't know yet if this was done.
Restaurantji Recommends
I had booked a night at the hotel to see a concert close by on November 18th. Unfortunately there was a snow storm expected to hit Buffalo and I would be driving right through it to get to Syracuse so I cancelled before the allotted time written on my confirmation. The confirmation clearly states that there would be no penalty if the room was cancelled by 11:59 pm on November 17th. I cancelled on November 17th at 9:15 AM and the hotel is now telling me that this is not their policy, that it's actually 48 hours despite what my confirmation email was telling me. I've been trying to get this resolved for a week without any response from Marriott head office. My friends who also had the same reservation and cancelled even later than I did but before the deadline were never charged. This experience has left me with a really bad opinion of this hotel and Marriott hotels.
Stayed here two nights was pretty good Lobby is a little bit old style but has some charm to it rooms r nice and roomy perfect for a quick stay has a coffee machine in the room tv was nice size bathroom is nice
Marriott Syracuse is a wonderful historical hotel in Syracuse. Being an elite member, we were upgraded to a nice suite. They have done a great job maintaining the majestic feel of the hotel in the lobby area. It feels great to be welcome into such a nicely maintained historical hotel, with great customer service. The Ala Carte breakfast at the Eleven Waters restaurant was another highlight. They were very nicely presented and delicious! We stayed during the weekend. There were plenty of street parking around the hotel for free overnight parking (till 9am). I could recommend this hotel highly.
I don’t normally feel compelled to write reviews but the front desk staff at the Marriott Syracuse definitely go out of their way. I stay at hotels often due to my job but rarely do I see customer service like that provided by Abigail. From room selection, to running suggestions, to help with crowded elevators due to an event, she provided outstanding customer service. She has a warm and friendly personality and really sets the example for the brand. She is a truly remarkable employee, and the front desk team at Syracuse is awesome. Chrissy was also super friendly and helpful.
We really enjoyed our stay here. They’ve done a beautiful job preserving vintage elements in common areas while ensuring modern amenities in the rooms. It’s a special type of place - not a generic hotel. Our bathroom was huge and had a double vanity. All of the staff we encountered were very friendly and helpful. We had a nice takeout breakfast from Eleven Waters. The only thing we didn’t like was the garage. We’ll definitely stay here again if we come back to Syracuse.
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