Comfort Inn & Suites Verona at Turning Stone Resort Casino — Hotel in Town of Verona

I went back and forth on whether to write this review or not, but eventually I decided that I want other people to know my experience with this hotel so something similar does not happen to them. I cannot say anything bad about the front desk or other hotel staff, but the general manager of this hotel (I won’t name names) needs to work on his customer service skills, and may want to consider getting in another line of work. Back in December 2024, I booked a block of 10 rooms at this hotel for my wedding, and they assigned me a coordinator who told me that I can only book one block of rooms at a time. Then when that block is full, I can request another block. I tried to request a second block of rooms in April, and was told by the coordinator that the block wasn’t reserved by the guests yet, so I had to wait again. I received a text a couple of weeks ago from one of my guests that they weren’t able to book a room in the block, so maybe the block was full? I thought that my coordinator would have communicated this to me, but things happen. So I reached out to her and a full week later she gets back to me and lets me know that she works at another hotel now. But she forwarded my email to the general manager at the comfort inn, and he responded by saying that there are no longer any rooms available at the hotel, due to the National Guard being in the area until 2026. He also said that he checked the other hotels in the area, and they are all booked up too due to the military. And to make matters worse, there was no apology whatsoever or remorse on the part of the general manger for the mix up, and he went on to recommend a hotel in Oneida, quite some distance away from the wedding. I am not going to book rooms for my guests and wedding party 20 minutes away without a shuttle! Well after I heard this I started calling other hotels around the Turning Stone Casino, and the first one I called was extremely helpful, and they had very open availability and a 24/7 shuttle to and from the casino. So not only was the general manager rude and unhelpful, but I’m pretty sure that he lied to me as well. I definitely felt that he did not want to deal with me, or even care about the issue at his hotel. I will say that he did cancel my block without any issues, but I was still waiting for him to apologize for the mix up, and still nothing. I also found out that my brother booked a room at the normal rate since the block was filled up. So this leads me to believe that there are other rooms available at this hotel on the date that we need, but for whatever reason they won’t let us have them, lol. If this is a ploy to make more money off of people, that’s awful. Needless to say, I cancelled basically the entire block of rooms less than three months before the wedding, and this experience has basically ruined all Choice Hotels for me for a while. And the fact that someone who has such lousy customer service skills continues to be allowed to treat people this way, and not have a care in the world, is bad business! So long story short, if you have a big event, such as a wedding, I do not recommend booking at this hotel. I just want to avoid anyone else going through the same stress that I...

The moment I walked into this hotel I immediately noticed all the drywall cracks, drywall repairs and paint touch up's. My room had the exact same, laminate floor plank improperly installed. Hair in the bathroom, bathtub, sink and shower mat. The pillows are air filled and extremely uncomfortable, bed was hard as a rock. The room was extremely dry and either freezing or way to hot.the fridge has no temperature control abd barely is above room temperature. I did not sleep well at all for 2 nights. On the 3rd night I stepped out to get some dinner. I got back and had to use the toilet. I flushed and much to my surprise the toilet had no water. I then noticed the cold water in my sink was on. I immediately went down to the front desk to ask what was going on. I was told by the lady that they didn't have a water issue. She then went to her computer and said oh yeah we had a water pipe break in room 207. I was in 307. I said we'll someone has been in my room without my permission or even a phone call saying they had to go in to drain the water supply line by opening the cold water. She tried to again say know body was in my room we have cameras in the hallway. I said no you don't you have zero cameras at that end of the hallway. And I'm a little upset you guys go in until announced fir your broken pipe in a room test had nothing to do with the room I'm staying in. She was snooty and unprofessional from the start of the conversation. She then said " it's not my problem " needles to say I said fk you and walked away. She the started screaming very loud get out, you have 10 minutes to leave. I said I'll be out on 5 minutes. I get down stairs to turn my key card in and she had called the police!!! Yep the police all for her bad choice of public relations. My coworker was staying in the room directly across from me and it wasn't an hour later she tried renting that same room out to another couple. He her them talking. " the room has no water let's leave " No way they had that room properly cleaned and ready within less then an hour to rent out again let alone renting it knowing the water had been shut off by the repair guys. I will never stay at a comfort inn again. I went to the Marriot Inn right down the road and had a very pleasant experience and slept...

The hotel was great. Clean, Bright, lots of amenities (we saw them, didnt have time to use them), room looked recently updated. The woman at breakfast was fantastic. Everything was kept filled and clean. She was pleasant and courteous. Unfortunately the parking lot WAS NOT PLOWED and had a good inch or two of packed down snow creating a very slippery situation for driving and walking. The front desk really seemed to be pushing that there is a casino and a shuttle, which I would think anyone booking would already know since its RIGHT THERE! Unfortunately, having a casino with easy shuttle access also means there is an opportunity to have drunk customers returning late at night. (which was our experience) We had very inconsiderate neighbors in the adjoining room come back from the casino at 2:30AM slamming doors, laughing loudly, screeching, and generally being really loud and waking our party and unfortunately the phone in our room didnt work, which normally wouldnt be an issue (who uses the in room phone anymore, right?) Took us a while to eventually call the front desk with our cell and found out that another room (across the hall) had called. I get it that the hotel cannot control inconsiderate customers, but not being able to call easily made it all the worse. Perhaps the hotel can figure out which guests are really there to use the casino and maybe check them into rooms with other casino guests so they are not affecting those of us who were there to have a good...