Embassy Suites by Hilton Syracuse — Hotel in Town of De Witt

When traveling due to the fact I am in a wheelchair, I generally stay at Embassy Suites if they are available in the area. About 2-3 times a year I visit Syracuse, NY to see my son, always staying at the Embassy Suites either at Destiny or the East Syracuse location.

The first day arriving when in bathroom, upon taking the towel from the wall to dry my hands the towel bar fell completely out of the wall. When the housekeeper was in the room I had told her about it, and also that the sink is partially moved away from the wall, and she said she’d take care of it.

She did not do so, me not having that much time with my son didn’t pay it any mind until I saw that the hotel had billed me for replacing the bar and the sink, that made me very angry! 5 calls to the hotel their manager was either off or away from hotel, left 3 messages with the woman manager Christine Penrose, to this day which has been about a month has still not returned my calls!! So I got charged for something that was not my fault, and mind you I’m in a wheelchair and was with my son. How in the world would we be able to move that whole sink unit?

Oh there’s more, they have on site laundry, unlike other Embassy Suites I’ve stayed, this one costs $2 for each wash and drying cycle. So go to front desk and ask for quarters, they said they do not give back change or even have quarters for the laundry, even the bar said the same. So another guest had overheard our conversation about quarters and heard me say room number if they come into quarters, that guest came to my door, and brought me just enough to make it that I had $4 exactly, for wash and dry. Did the wash, then go to dry, the stupid dryer ate one of my quarters so I was unable to start the dryer. There was a house phone in the laundry room in which I called front desk, they told me there was not a thing that they could do. Leaving me stuck in there with no way to start dryer. Now I have to go around and ask random strangers if they have a quarter so I can finish laundry. Which was absolutely ridiculous.

Another night, had a few friends stop by, there is a huge reception area in which guests can hang out in with tables and couches. So we had ordered food, once it had arrived and we began to eat, they made us pick up everything and said we cannot eat out here. So then we had cram into room with a bunch of little kids to finish dinner. Which was ridiculous!

Another thing that really disappointed me, I had scraped up my foot pretty bad. When we went to front desk for gauze or some type of first aid items. Alls they had there was a piece of gauze and some type of antibacterial spray bottle. Literally a travel size, mini bottle, so I had asked if I could take it to the room to clean up my foot. They told me that I could not take the bottle up there and bring it back that I would have to do my foot first aid right there in the lobby next to the front desk which drove me crazy. I mean what kind of establishment doesn’t have first aid or bandages available for gas or even employees God forbid something where to happen.

And lastly, yes another problem, I had accidentally left my coach wallet that just held certain credit cards and my medical ID cards in the room when I left, when I called the hotel back to see if they had my wallet, they said all the cards were on the floor, but there was no wallet so someone had taken my wallet from the hotel. That alone is worth more than what they charge me for those repairs.

So all in all, I will never ever recommend anybody to stay here unless it’s the last resort. People were rude, unhelpful, untrustworthy, and unethical for charging me for repairs in which I told the housekeeper about and were never addressed. I don’t know if the housekeeper couldn’t understand me because she was of the Asian descent or not, but the fact that the manager Christine had never called me back after repeated messages is extremely unprofessional. I have been in business for over 25 years and would never treat any of my clients like that. It was an overall mess of...

EDIT: The manager did respond. I called the manager. She was in a meeting until 1:00. The day I called I was told she would call me back. It's a week now. I have not heard back from her. This only adds to the fact that this hotel completely forgot about the customer. Service is no longer a priority here. My suggestion to you, find a nice hotel that offers you comfort, service, and cleanliness .

Oh Embassy Suites, what have you done? This used to be a superior place to stay. Everything about it was perfection from the cleanliness to the Front Desk service.

I'm going to begin with your Manager's Reception. The presentation was, to say the least, embarrassing. We arrived within the first half hour of the reception and the area where the snacks were was disheveled, 85% empty, no plates, no cocktail napkins. I waited at the bar for over 15 minutes and the bartender never approached me. I raised my arm. I said excuse me. I did all the traditional things that you would do when you were trying to address an unattentive barkeep. She completely ignored me! However she did reservice and pour more cocktails for people that had sat at the bar prior to my arrival. I went back to where my husband was sitting at a cocktail table. I gave him our two tickets and I said "she's ignoring me" and he said "why would she do that?" He approached the bar and as he approached the bar she immediately looked up and said to him. "What can I get for you?"

I went back to the bar and tried to get her attention again and she completely ignored me. It was obvious to the gentleman sitting at the bar and one of them even mentioned it to her and she completely ignored it. And then I noticed that she did that to several other women. I went to where the omelets are made and there was a gentleman working there and I mentioned to him that there were no cocktail napkins or plates where the snacks were being served. He immediately came out and provided them. However, the snacks were never replenished. There were no chips. There were no crackers. There were empty bowls and a messy table. The only thing that was there at that point was cut up cheeses, some salsa and some dip.

Refrigerators are an amenity in most hotels today. The only difference is they're usually clean, without any cracks, and they work. As opposed to this Frozen hinderland that froze everything we put in it!!!

The air conditioning in our room could not be controlled. We were trying to raise it as it was at 62° and very cold in our room.

Breakfast! It was just simply okay. There were no bells. There were no whistles. There was nothing special about it. On par with what you would expect in a Hampton Inn or Holiday Inn. There was a lovely lady that came around and cleaned the tables but other than that there was no service people evident anywhere. The other thing that was amazing to me was that your clientele was allowed to come down for this breakfast in their nightgowns and their pajamas. It devalues the fact that this is supposed to be one of the higher level of Hilton properties. This isn't the Comfort Inn, which is proven by your price point for the room. I was embarrassed for these ladies exposing themselves the way they did by what they were wearing. The fact that it was obviously something that your hotel has no problem with. There was a time when if a woman came dressed the way these ladies were they would have been asked to return to their room and to dress appropriately. It was a very offensive situation for many people in the room.

It's the beginning of the end Hilton. You have lowered your standards and raised your prices!

Wake up. You're going to start losing a lot of people that feel that they've spent a little extra to stay in a hotel that offers a little extra. I'm sorry to say I won't...

This was the worst experience I have ever had. I called and informed the hotel of our plans to sing happy birthday to my daughter (who was turning 3). Upon arrival, I double checked with the front desk to make sure it would be okay, they said there would be no issues but no balloons and only the people sleeping in the room could go to the pool (which was fine because that was the plan). My brother and his wife parked in the back because it was closer entry to the room and I couldn’t inform them about the balloons right away, one of the women ran full speed to them and yelled at them for bringing the balloons inside. They put them back in the car. At 7:15, we had all finished dinner and we were waiting for my ILL mother to get there so we could sing happy birthday and open the presents before we (the guests sleeping in the room) go down to the pool for our 1 hour reservation. The MANAGER OF SALES knocked on the door and demanded everyone leave right away or the police would be called. I said nicely that my mom was here and we would just sing happy birthday quick and then they would all leave. She gave me a HORRENDOUS attitude and got upset because instead of arguing I closed the door to inform my HISPANIC family what was happening. We just threw a birthday party for my niece here in December….she claimed I was lying. She walked back down and HARASSED MY ILL MOTHER about going up to the room to sing her grand daughter happy birthday. She gave no reason for kicking everyone out other than “you have all been breaking rules since you arrived”. I honestly feel like this was extremely racially motivated. Music was on low and it was mostly Disney songs and salsa music. When the police arrived they didn’t understand why we were forced to leave (all on the body camera footage) and he even suggested just moving to a different hotel down the road. Her excuse to the police was that it was a fire hazard and only 4 people were allowed in the room. IT WAS AN EXECUTIVE SUITE! There were 6 conference chairs and 4 stools at the bar behind the SECTIONAL sofa. There was 2 KING sized beds and a pull out bed. Why would only 4 people be allowed? The fire department said that in 500 square feet the maximum amount of people is 38, the room was 520 square feet (per the website information) there were only 5 children and 8 adults. My daughter was a micro preemie at birth, she only weighed 1 lb 12 oz. So every year we make the most of celebrating her journey and this experience has ruined that for her 3rd. As a Hilton Honors member, I Want to be clear, hiring unprofessional and rude employees who justify that they can’t be racist because they are married to a black man, is bitterly revolting. This needs to be taken care of. The people of Syracuse do not deserve this treatment from hotel employees in the suburbs. We are all humans and to be treated like criminals over a toddlers birthday party is...