Crowne Plaza Syracuse, An Ihg Hotel

“Not the Best”

I stayed for a conference, and we had issues starting with airport arrival. We were told they have airport shuttle service, so we called upon arrival. Waited for thirty minutes. Walked up and down the lane. No shuttle. Checked with airport workers who also said no Crowne Plaza shuttle had arrived... more

I stayed for a conference, and we had issues starting with airport arrival. We were told they have airport shuttle service, so we called upon arrival. Waited for thirty minutes. Walked up and down the lane. No shuttle. Checked with airport workers who also said no Crowne Plaza shuttle had arrived. Called again, and was told “Must’ve missed it.” We did not miss a large white van with “Crowne Plaza” but we had to take a $40 taxi instead an hour after we landed. Upon check-in, they told us we did not have a credit card on file despite booking the room sixth months in advance and confirming the card details earlier in the week. This was an ongoing issue to get resolved between frequently changing front desk employees. Apparently, guests were supposed to be given gift bags upon check in, but we did not receive ours until we went to purchase bottles of water hours later. “Have you already used the waters in your check in bags?” Well, what check in bags? The shuttle service was intermittent, and no one ever mentioned that we needed to be on the “shuttle schedule” until we were left at a restaurant awaiting shuttle pick up for 1.5 hours. There was no apology from the front desk for leaving us for such a long period of time. Ultimately, we had to rely on Lyft and Uber because while the shuttle drivers were excellent, the front desk folks were not great at communicating requests to the shuttle drivers. Generally, the majority of our encounters with the front desk were lackluster, and the employees generally seemed like they didn’t know what they were doing or they were not interested in helping. We received a variety of different answers to questions and we were left confused. Our rooms were clean, but there were no wash clothes provided. Tissues were hit or miss. Rooms were a little outdated. On the elevator, one fellow guest asked “I hate to pry, but are your rooms clean?” She then launched into a description of her dirty room and that she was going to request a new room immediately. The hotel is close to downtown and many “fun” restaurants and businesses. However, like many cities, there is a mental health and drug crisis, and the hotel did not seem particularly bothered that an unhoused gentleman nearly followed us into the lobby whilst shirtless and removing other articles of clothing. We alerted the front desk, and they slowly asked another employee to handle the situation as the man danced and gesticulated to us through the lobby windows. Overall, if you needed a hotel room but other hotels were booked, you’d probably be fine here. If other hotels are available, I’d recommend staying at those instead.

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