Canopy by Hilton Ithaca Downtown — Hotel in City of Ithaca

The staff at the front desk were polite and efficient. The rooms were nice and clean. The restaurant was horrible!!! We ate the restaurant the first evening. We ordered 2 steak and fries. There was only one left. Therefore, I ordered the halibut. There was no halibut, they suggested trout. I ordered the trout (about $42) When the plate arrived there were about 8 small croutons, about 10 arugula leaves and the thinnest trout I had ever seen (3 oz maximum). The total calories in my plate was approximately 150 calories. (8 croutons 30 calories, 10 arugula leaves 1 calorie and 3oz trout 120 calories) Of course, I was still hungry and ordered a bowl of nuts. We had took the option with the breakfast included in the price. We went to the restaurant for breakfast about 9:20 am (breakfast was suppose to be t’il 10:00 am). We sit down, the waiter (very tall with blue hair) ignores us. After 10 minutes, we say we would like to order breakfast. He replied, “Oh, something came up, we’re not serving breakfast.” We ate breakfast across the street.” The next morning, we arrive for breakfast at 9:00 am. As we sit down, there’s a lady and her daughter leaving because they had been waiting for over 20 minutes and the waiter never went to see them. I took their menus after 10-15 minutes, I tell the waiter (very tall with blue hair) “We’re ready to order.” He rolls his eyes and goes into the kitchen for 10-15 minutes. When he finally comes out, he finally takes our order. He then disappeared in the kitchen for another 10-15 minutes. During that time, 5-7 tables fill up…. these guests were also ignored by the waiter. After 30 minutes or so, the waiter brings our bill. Confused I tell him, we haven’t had our food yet. He replied, “Yes, I know.” I think he wanted us to sign the bill and add his tip before we even had our food. When our food finally arrived, it was horrible. The coffee and tea is a self-serve… a customer told the waiter there wasn’t any coffee, sugar and cream left and the water for the tea wasn’t hot. The waiter just shrugged his shoulders and went into the kitchen. One of the ladies at the front desk came running to fill the coffee, sugar and cream. I imagine a guest went to complain at the front desk. We were there for approximately 90 minutes. We must have seen 15-20 guests come to sit down, be ignored and leave without being served breakfast. We were there for 2 days and never saw a manager. The manager and waiter (tall with blue hair)...

We have a student-athlete who attends Cornell so we drive up periodically to visit him. We always stay at the Canopy. The front desk staff are attentive and welcoming, especially Wesley. We love the fact we can bring our dog with us as well. The rooms are quaint and neat. No issues here.

However, the restaurant appears to have a separate culture regarding customer service and it is not accommodating to honoring what is on the menu. The posted hours also change as well with out warning or a post showing a change in hours. This can be difficult for families during Ithaca college community’s off seasons, as restaurants in the area are closed. Our last visit the waiter told us that the chef said, take it or leave it after he got my family’s order wrong. The waiter stood at our table shaking nervously with the message. We all looked at each other in shock. Not to make the waiter feel any worse, we accepted each meal though they were incorrect. Something negative with the restaurant has happened the last two visits. This time is different because my husband advised he does not want to return to the Canopy after this visit because of the lack of communication and consideration from the restaurant and management. Parking is not close by and to venture out in the cold for food is inconvenient, especially after being told the restaurant would be open.

Most restaurants in the area close early or are not open due to spring break, so this was a big issue. This is one of the perks of staying here and it almost feels like the restaurant should not be apart of the hotel.

There are a few issues that give you pause. No valet service, and parking a block away. The fire place in the lobby stopped working and it has not been repaired. Big deal because it adds to what makes the hotel feel welcoming especially during the cold months. All issues when you are paying for an experience. But, the worst is the service in the restaurant. This is pretty bad. I hoped this visit would be better overall, unfortunately, this is...

We paid a little over 2 grand to stay for a week due to educational responsibilities in the area, Only to arrive to no complimentary breakfast, if you wanted the breakfast (which granted we should have verified prior to our stay) It consisted of cold coffee, eggs, bacon, hash browns and the occasional pancake. All together you had to pay an extra $14 for everything. The rooms were nice, pretty small and intimate which was fine since it was just my husband and myself. The rooms did not have a microwave, nor did they have a small regular size refrigerator. The refrigerator was a pull out draw disguised as a cabinet beneath the coffee station in the room. Now, please if your going to stay here, your going to have to store food , to which your going to have to go downstairs to use the microwave in the hallway behind the front desk to warm up so please prepare for that. The customer service was great, it was quite and everyone was kind, however we will never stay there again. Way to over priced for what was provided. By the way we stayed in a regular King room, I'm sure they had other room layouts so this review is specifically for that room and our all around experience.

Also go to the near by Walmart after checking in if you do decide to stay here and download the door dash to see the restaurants in the area. The local mall is literally, a BJs, Target, and like two other stores. Treat yourself to one or two of the many beautiful wine vineyards in the area.

Parking is a few blocks down the street, in a parking garage to which you have to pay nightly for. No...