Embassy Suites by Hilton Syracuse

Reviews

• NR

  Nancy Rez

  6 days ago
  1.0
  Disappointing Front Desk & Management Handling We stayed 7 nights at this hotel and experienced a serious issue during our stay extension. At 10:30 AM (before the 11:00 AM checkout time), we extended our reservation for three more nights through Priceline, received a confirmation number, and were charged by our bank. The front desk (staff named Teese, and manager named Christine) did not take my physical card for incidentals, even after I asked if it was needed. About an hour later, we were told there was a payment problem and were asked to pay again, despite proof of charge and Priceline confirming there was no issue on their end. We were even told our room access could be locked out!!!! It was later confirmed that the problem was caused by a front desk processing error with incidentals. While the issue was eventually resolved, being pressured to pay twice and threatened with a lockout for a hotel-side mistake was unacceptable. Better staff training and management response are needed. In addition, we requested room cleaning after three days, but no one serviced the room. We left expecting it to be cleaned, and when we returned, it still had not been done. The hotel also served afternoon snacks, and we observed a bug on the salad. We stayed from 12/27/2025 through 01/03/2026, paid $192 per night, and the experience was not worth the cost. Unfortunately, we were in town for a medical procedure and could not relocate; otherwise, we would not have stayed.
• CC

  ceekay ceekay

  Jan 2, 2026
  5.0
  Great experience and its really luxurious place to spend wkend and on business trip
• JC

  Jeff Carvalho

  Dec 28, 2025
  1.0
  Of all the Embassy Suites I've stayed in, this is by far the most poorly managed one. I stay here often for work, so this isn't a one-time experience. They have significant issues with the HVAC system where some rooms are > 90F in the middle of winter with zero control to reduce the temperature to something more comfortable. Even turning off the thermostat brings no relief. They also have issues with free running toilets. I've run across both of these problems is several different rooms at this hotel. If you're a business traveler, and like staying at Embassy I would try the one near the mall. I've never stayed there myself, but any other option would be better. If you have no choice I recommend cracking a window in the winter time to help regulate the temperature in your room. It took me a few nights, but I eventually got the window opening just right with a thermostat turned off to get my room temp around 70F. For the toilet issue, I just shut off the water feeding the tank stop the toilet running. The toilet could easily be fixed with maintenance to replace the leaky traps. The HVAC issues seem more extensive. Also seems that they're short-staffed since the single bartender working during the happy hour had to also deliver a meal to a room. Seems ridiculous to have the same person cover both of those jobs. Sorry for the rant but I noticed unlike previous stays, I didn't get an email asking me to rate my stay. I wouldn't send those out for this location either. Note that I rated location 5 stars because of the convenient location, but there are several other hotels around there. Service and Rooms are rated 1 star for reasons listed above. Breakfast was great as usual. Dinner was very good. Bartenders were also great. Dear Hilton, I have zero interest in freebies. Contact this hotel management and ask them what's going on. I want this hotel to do better so I can have a good option here. This is a mess! I attached the picture of the card they placed on the thermostat. This is a joke!
• MS

  Michael “Mickey” Schmidt

  Dec 21, 2025
  5.0
  The staff is very helpful and professional. The hotel is super clean and nice. My stay was awesome, thanks for everything.
• GL

  Gio Log

  Dec 14, 2025
  5.0
  Absolutely recommended!

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