Red Roof Inn Syracuse — Hotel in Town of De Witt

You have to read the review in the pics, it is too long for the character limit. |Beware of this place. ||Check in: Nov 21, 2024 |Check out: Nov 22, 2024 |Room 125 ||First let me start by saying we have stayed at Red Roof Inns multiple times in Ohio and in other states. Our usual favorite is in Medina Ohio. The manager and their family is outstanding at customer service and we have never had any issues after many stays at that facility while visiting family. ||However this stay in NY was vastly different. We arrived approximately between 4 and 5 pm. The front desk clerk was not very friendly and did not take the time to get off her facetime call with a male to pay attention to our check in process. In fact, I would say her demeanor was rude. She was obviously annoyed that we were interrupting her personal call, and from what we overheard it was very personal.  ||While she was processing our check in she had my husbands license and credit card in plain view of the person she had on the facetime call. That was unsettling at the very least. She gave us our keys and we went to our room. After unpacking the car to the sidewalk at our room in pouring rain, we discovered that neither of the keys worked. My husband walked back to the office and again, she was very annoyed for the interruption to her call yet again. She fussed with the keys and finally handed my husband one key and told him quite rudely that she could only give him one key as it was a master key and there was nothing she could do about it.  He came back, we got into the room, now we are wet, wet shoes, wet suitcases, and now it is very annoying because there are no rugs or bathmats in the room to put on the floor to use as a rug and the floor was a mess, needless to say we could not even take our shoes off. I looked for a towel but discovered there was only one very small bath towel and one washcloth in the room. I was very annoyed at this point. I walked back to the office to request adequate towels for a 2-double bed room (thinking that at least 2 bath towels, 2 hand towels, and 2 washcloths should be there) I was a bit short with the clerk but at this point the situation is unacceptable. When I asked for towels and bathmats she rudely informed me (still on her facetime call) that "we don't have bathmats or extra towels" I replied that I was not asking for EXTRA towels, I was asking for adequate towels. She said again that they don't have extra, I told her that there was only one towel which was barely bigger than a hand towel and she said it is not her job, that she is not housekeeping, so I asked to speak with housekeeping and she said they were gone for the day. All this while still on her facetime call, with attitude stating to whoever she was face timing that "i'm about to lose my job" as she stood up and shoved her chair back against the wall and put her hand up saying that I was being rude and disrespectful and if I continued she would not serve me. I immediately apologized for my "disrespect" and again requested the towels. She walked out of the office, annoyed, so I followed her about 20 feet back and could hear her conversation on the phone as she was talking about me to that person. Again, unacceptable. She turned down a corridor and I continued back to my room. A couple minutes passed and she knocked on our door and handed me 3 more very small dingy bath towels and another washcloth. I thanked her and she left.  ||Now for the room. It was not the cleanest room but that was not our concern. The door lock was wonky, the security lock was not properly attached to the wall or door, and realizing that she gave us a master key was concerning because if we had one who else had one. The other issue of security was that the curtains did not cover the window (see pictures attached) they were zip tied to the curtain rod but did not cover the window completely, if you pulled it to one side the other side had about 4 inches of open window. So no privacy at all. The curtains were not appropriate for the window as they hung down about 3 feet below the window sill and covered the ac/heat unit.  ||Another issue is that the soap dispensers were empty so there was no handsoap to wash our hands with. The shampoo and body wash was also empty and there were no little bottles of anything. It didn't really matter about that we didn't stay long enough to take a shower. || Because of the lack of cleanliness of the room and the dingy linens and old lumpy flat pillows we slept in our clothes on top of the beds. Yes, we could have gone to another hotel, but after dealing with the clerks attitude I highly doubt she would have been cooperative in a refund. We went to bed. Our plan was to leave at 6 am, so my husband decided to get up earlier than that to shower and prepare to leave. It was a very uncomfortable night to say the least. Neither of us slept much. When my husband got up and went into the bathroom to shower there were cockroaches crawling around. He immediately woke me up and said lets go there are roaches. When I went to the sink to gather my toothbrush and items, there were cockroaches on the counter and in the sink. I packed up as quickly as possible to get out of there. We did not "check out" we just left. I never received a receipt for check in and haven't received anything by email as to check out or final charges. Again, unsettling. ||I would have taken pictures of the cockroaches but I was only concerned about getting out of there ASAP and hopefully not taking any of them to my home or car. Upon getting home and unpacking our things I had to put everything on my deck and open and shake out everything before taking it in the house and putting it immediately in the wash. ||My questions to management, what hotel doesn't have extra towels, bathmats, proper curtains, proper maintenance to repair security locks and doors, and proper keys for the rooms, or housekeeping procedures to be sure the rooms have what is needed. ||After going online and reading reviews for this location the common issues are roaches, towels, people getting checked into rooms that people are already staying in. And the standard reply from RRI is "we apologize for your experience" that is an unacceptable response. Fix the issues. First and foremost you should train your front desk staff properly and supervise them. Her behavior was despicable and rude. The fact that we "annoyed" her and interrupted her personal facetime call was above and beyond rudeness. In my opinion the night desk clerk should be able to take care of whatever a guest requires within reason. Our requests were not out of line. ||I really don't have much hope that I will get any response from Red Roof regarding these issues. Its appalling that we had to pay for this...

I arrived at about 10 pm on 8/22/24 exhausted with my kids in tow to check in after a LONG day at the NY State Fair. Was given a key card envelope with an illegible room number written on it by the Front Desk worker Nelly. I mistakenly went to the wrong room, the key unlocked the door, and the women inside were up in arms that my kids and I unlocked their door and walked into their room. Yes, my key card opened more than one locked room. Scary. I deciphered the handwriting, went to my room; it was filthy, waste bin was not emptied, it smelled too bad to stay in, had a filthy stained chair and light fixtures, and the sheets had burn holes in them. I went down to the lobby and spoke with Nelly at the front desk immediately to ask for a different room and she told me they were booked and there were no other rooms at all. I insisted and repeatedly asked for a supervisor and Nelly suddenly stated there was a room with a single bed that she could put my 14 year old, 11 year old and me in. Unacceptable. I asked for a supervisor and manager repeatedly. Nelly was very rude, acted as though she has full immunity and job security that is free of reprisals and allows her to speak to the customers as she pleases. When she finally phoned the front desk supervisor Rochele using her personal cell phone, Nelly kept interrupting, yelling, called me "old" and lied to the supervisor stating I asked for the manager's and supervisor's personal numbers. I was audio recording the interaction, Nelly knew this, acted this way any way, and please note that in the recording it is clear that at no time did I ask for any staff's personal number. I repeatedly asked to speak to a supervisor or manager and Nelly said that was only possible from 9 am - 3 pm as there is no supervisor or manager available after 3 pm. Seriously? Well, front desk supervisor Rochele got on the phone, repeatedly told Nelly to stop talking and interrupting, which Nelly of course did not. Nelly appeared to have unmet mental health issue as evident by demeaner, the star decals glued to her face, excessively long eyelashes, and wild hair style. Conversely, she may just be a free spirit that dresses and acts as she pleases, and simply does not give a F**K. This is not a professionally run operation. When I arrived to complain to Nelly at the front desk, there was a woman that appeared to be in her late 70's or early 80's in the lobby shouting at the top of her lungs with the two young adult males that were in the lobby when I originally checked in. When I originally checked in, the two males were having a loud conversation and using profanity. There were other customers in the lobby with me experiencing this. Nelly knew the males by name and YELLED over the desk for them to stop using profanity. When I returned to the lobby, after I had to wait 10 minutes for Nelly to return, yes, the desk was unmanned and the lobby was locked, Nelly had to yell over the desk to the elderly woman whom she knew by name, who was yelling as though someone had enacted a terrible and egregious offense against her, to shut up so that my complaint could be heard. ||||The individuals that were walking around the property and smoking outside of their rooms appeared to be individuals who are in recovery from drug and alcohol misuse or are still using. No judgement, simply the observation of a dad who has worked in the field of social services for almost 25 years, with two kids that simply wanted to attend the NY State Fair for the first time and made the mistake for driving almost 6 hours from NYC to stay in this DUMP to save a few bucks! You get what you pay for!||||It was at this point that I feared for the well being of my children and asked for a refund so that we may find a hotel at what was now close to 11 pm. Nelly stated it was not possible and refused adamantly to give me a receipt for my stay, which was approximately 10 minutes long. I was on the property for an additional 50 minutes trying to speak to someone in authority. Nelly phoned the front desk supervisor Rochele using her personal cell phone, proceeded to lie stating I asked for her personal number (again, I recorded the entire interaction and that NEVER happened!), and when I complained about Nelly's poor customer services, Nelly walked away with the phone not letting Rochele and me finish our conversation. I wish I could upload the audio for you all to listen too. ||||This is not a place to stay if you are traveling with children, or care about your...

I HONESTLY WANT TO GIVE THIS DUMP A ZERO… I only Gave the one star so I can post my view, I am a breast cancer survivor all praise to my lord and savior Jesus Christ 🙌🏽🙌🏽🙌🏽🙌🏽🙌🏽, well I went through booking. Com and thought nothing of it with the hotel because booking gave it a great rate, so I figured ok great, plus there weren’t too many options available due to the NY State fair was still in, which my fiancé and I wanted to finally check out..as well as visiting our family who lives in Syracuse New York, Granted my fiancé and I drove 4 hours from our hometown Philly… in all honesty we checked in.. I sprayed down everything with Lysol, we both turned on our cell phone flashlight to check for bedbugs etc… we thought the room was ok , after we done what we needed for our comfort , because we were in a rush to get to our family house, we were @ our family house for quite some time…. It’s around 2 in the morning now , we get to the hotel room to finally chill we were ready to take it down… we were like “HOLD UP!” “ Are we in the right room?” Our room key wasn’t working @ all, my fiancé had to go to the front desk to get a new key, we get inside the room, and was like what the beep beep beep is that smell… steel cigarette smell, and like someone took a crap in our bathroom…. In all honesty it wasn’t like that when we had just dropped our suitcase off, and sprayed everything down with Lysol, and fresh air freshener.. we had Only one bath towel, and one hand towel… my fiancé goes to the front desk to address this to the gentleman whom was supposed to be @ the desk, whom my fiancé found sitting in an corner as if he was getting his sleep on… told my fiancé we will need to wait until tomorrow morning to get wash clothes and towels, so ( forget about washing down after a long ride traveling) or even to wash your face to go to bed , brush your teeth etc….we get into the bed pillow we’re hard as ever.., remind I said I’m a breast cancer survivor… I JUST COULD NOT GET COMFORTABLE!!! I tried to lay down.., what did my eyes see.. “what I thought were playing tricks on me!” A Roach crawling on the bed baseboard! All I can say was thank you Jesus that I seen it before I even made an attempt to lay down and had that thing crawl in my ear, nose, whatever… my fiancé and I prayed to make it through the rest of the night.. because all the other places were booked.. 3:30 in the morning we are almost done.. morning came, Fiancé went to see about towels, wash clothes… @ this time I didn’t care I was ready to just booked up outta there! Thank God we never unpacked our suitcase and it’s made out of steal… I seen another roach , and said baby we gotta hurry up outta here!!! I can honestly say the lady that worked that Sunday morning 9/1/24 was very sweet and very compassionate whom worked the front desk should be recognized for her kindness and help, and respect for others she was @ our room with towels and wash clothes less than five minutes, “ I just wanted to hurry up outta the room!” Once I had went to the front desk, and fully explained our terrible experience, she wasn’t nasty, gave great eye contact in concern she was paying attention to my needs, and gave us back a full refund to our credit card, I praise God there was a light @ the end of the tunnel.. we certainly made sure the little things we had opened in the room we shocked them out!!! It’s bad when you see roach after roach… there’s infestation going on.. this place needs to really close down and remodel from...