The Lux Hotel & Conference Center, an Ascend Collection Hotel — Hotel in Town of Seneca Falls

It would have been a little less, however Mary Kate did the right thing when we were checking out. The elevator smell was horrendous and we had to hold our breath, had a mechanical oil smell that was masked with some kind of spray. The toilet the first night did not flush properly and we had to double flush. However, many times it just RAN and I had to open the back tank up and play with the chain. We were able to move rooms , however, the new room, though the toilet was still slow to work, it did not run and completed the flush properly. BUT the new room, did not have microwave, nor a full length mirror and the coffee maker did not make hot coffee the first day, but did the last day. The room adjoined another room, but the 2 doors that backed up to each other had gaps and we could hear the TV and people in the other room - it was loud. Unfortunately the guests there were very loud - foreign speaking man obviously on a speaker phone, yelling which was how his language is… but the loud started at 6:30 in the morning. About a half an hour of this, and I bashed on the door 5 times to give him the message to be less shouting. He got the message! Also, you advertise this place as a Conference Center, so I expected a business room with a few computers and printers. THIS FACILITY HAD NOTHING, it was a concern as I was traveling, but had business to attend to and was not able to get my business done. What the heck? I got no real good answers and asked the manager to call me and it is now 2 days and no phone call. To top it off, we ended a memorial and got back to the hotel Sunday evening to try the restaurant, but got there, the door was open but no one there. Went back to front desk and found out the restaurant is closed Sat. Sun. And Monday nites. THERE WERE NO SIGNS ANYWHERE ABOUT THIS SO WE WERE NOT PREPARED. The areas is a bit sparse and about 7 miles from town, so by the time we got to a restaurant at 8:30, they were closing. Not a great experience and we don’t eat fast food. The only saving grace was your front agent, Mary Kate, who wanted to make it right, compted me 1 night free. I appreciated this. By the way, I am a Choice Privilege member, just joined not long ago and have some...

This hotel was booked for a getaway with my teen daughter during a heat wave. We chose it for location near where we were going and because of the outdoor pool. We checked in and called the front desk from the room to find out what the pool hours were after a scorching hot day, and were told that the health department hadn't cleared the pool to open yet. Most hotels have their pools open from Memorial Day thru Labor Day or longer. We also discovered the lock to the adjoining room was not working so strangers in the other room could enter our room at any time. That was scary, both from a physical assault risk and theft risk. We piled furniture (chair/bench) in front of the door and covered the bench with our belongings so we'd hear anyone trying to come in, and we took most of our stuff with us. Housekeeping came and took our towels (though they were hanging to dry for re-use) and didn't leave new ones; my daughter went to the front desk to get some so we could shower after another scorching day, and the front desk only had 2 towels to give her (so they said). Normally, we use two each for body and hair. Our room was not connected to the rest of the hotel and we had to use stairs as there was no elevator. No where was this information listed on the website (nor was the pool closure) when we booked. While not handicapped, carrying bags up stairs in the heat is ridiculous and not what I expect when I book a hotel. We noticed the door wasn't lockable after hearing someone on the other side making noises, and since it was late it was clear there would be no on-site maintenance staff. Not having a pool when we were going to hike and then wanted to cool off upended our plans and left us wishing we'd booked any other property. The booking was same day as arrival, so the website should have indicated the pool was closed and the room was not part of the rest of the hotel/did not have elevator access. The check in person was surprised we were placed on that side, but didn't have the training to put us in a different room despite low occupancy for the period we were staying (2 nights/empty parking lot). Really disappointed and will...

Dear Hotel Management,

I am writing to express my deep concern regarding a troubling incident that occurred during my recent stay at your hotel from the night of March 27th to March 28th, 2025. I stayed in room 114, and throughout the night, I was disturbed by the sounds of a child crying intermittently.

At first, I tried to ignore it, understanding that young children often cry, but I became deeply alarmed when I heard the child speak for the first time, saying, “Daddy, my wa wa hurts.” The man accompanying the child then made strange noises, which raised my concern further. It seemed that something was wrong, and I felt it necessary to report it.

I tried to call the front desk from my room to report my concern, but the phone was not working. I then walked down to speak with a staff member, who appeared uninterested in the matter. I explained my concerns, particularly that I feared the child might be in danger or that potential abuse could be occurring. Despite my worries, the staff member did not seem to take the situation seriously. She walked down to my room to check, but when I asked for more information, she claimed that the neighbors did not have children, or she was unable to provide further details.

I find it extremely disturbing that the safety and well-being of a child appeared to be dismissed in such a casual manner. While I understand that children cry from time to time, the situation raised significant red flags, and I believe the staff should have shown greater urgency and empathy when a guest expressed genuine concern for a child’s welfare.

I am writing this review in the hopes that it will reach the appropriate individuals at your hotel who care about ensuring the safety and well-being of your guests, especially children. I sincerely hope that further investigation takes place and that future concerns of this nature are treated with the seriousness they deserve.

Thank you for your attention to this...