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Marriott Syracuse Downtown


    Marriott Syracuse Downtown
 in Syracuse
    Marriott Syracuse Downtown
 in Syracuse

Reviews

TripAdvisor Traveler Rating:
355 Reviews
Latest TripAdvisor Reviews

  • Terrible service at the reception desk

    by MSS05 on 2018-10-15 09:01 am

    When we checked in last weekend at around 1:30pm, the individual working at the front desk was rude and unfriendly. We were told that our rooms would not be ready until 3:00pm. Since we had a formal event we needed to attend at 3:00 we were told that we could change into our formal wares in one of the bathrooms. Very very unpleasant. Otherwise, the hotel was nice. It took someone with vision and courages to renovate the old falling apart grand hotel into something that is suitable for habitation. The hotel retains a lot of fine architecture details, especially, the lobby and the guest room doors.

    Owner Response
    Hello MSS05,

    Thank you for taking the time to share your valuable feedback. My name is Fernando Maldonado and I am the Front Desk Supervisor at the Marriott Syracuse Downtown. It has come to my attention that the service you received during your recent stay did not meet your expectations. For this, I sincerely apologize.

    The experience you described is not characteristic of the level of service our associates strive to provide. I would love the opportunity to hear more about your recent stay in an effort to prevent this issue from occurring in the future.

    Please let me know the best contact number and time to reach you, or feel free to contact me via phone anytime at 3154742424. I look forward to speaking with you in order to restore your confidence in the Marriott Syracuse Downtown.

    Sincerely,
    Fernando Maldonado
    Front Desk Supervisor
    Marriott Syracuse Downtown
    fernando.maldonado@marriott.com
    3154742424

    FernandoM8466, Front Office Manager at Marriott Syracuse Downtown, responded to this review

  • Excellent rooms and service

    by Quest529155 on 2018-10-11 09:06 am

    I have stayed at the Marriott Syracuse Downtown multiple times for work. Each time has been great but this time was exceptionally great primarily because of the kind people at both the front desk and the valet team. The front desk was great during check-in and with additional help (like an umbrella when it poured!). The valet team was great for both valeting our car but also Ace drove us to and from our dinner nearby in the hotel shuttle. During both those rides Ace went above and beyond to make sure we were having a safe, comfortable ride and asked us how our meal was - would definitely recommend!

  • Beautiful hotel - do not count on service.

    by namacd22016 on 2018-10-11 05:00 am

    This hotel has a gorgeous lobby and beautiful, clean rooms. My impression of the hotel was diminished because of the way the hotel shuttle is managed. The Marriott used to offer shuttle pick up from the airport, but now only offers local shuttle trips. OK, understood, but if I am scheduled for a shuttle at 7:30 am, I expect the shuttle to be there, not to be told they just left with another party. If this service is offered, I need to be able to count on it being prompt, as requested. The manager offered to call a taxi for me, which was kind, but I was still arrived later than I wanted. The Sheraton University offers this service, and manages to be prompt.

    The first morning I was there, the breakfast in the concierge level was minimal, with no one in sight. The two following mornings, it was lovely and plentiful, and the people were friendly. Apparently someone didn't show up the first morning. Need to have a back-up plan when these things happen.

    Owner Response
    Dear namacd22016,

    Thank you for taking the time to share your feedback. The experiences you describe are certainly not aligned with our norm. I would greatly appreciate the opportunity to speak with in greater detail regarding your visit. Please feel free to contact me at your convenience at 315-554-3536, or let me know when would be an appropriate time to contact you.

    Warm Regards,

    Emily Skinner
    Front Office Manager

    EmilyS5635, Front Office Manager at Marriott Syracuse Downtown, responded to this review

  • Great time until .....

    by Jeff R on 2018-10-07 02:16 pm

    This is a fantastic renovation giving a huge nod to the grandeur of yesteryear. Really an impressive space. Great to see an old building come back to life! The staff was very friendly and helpful. I have reviewed the restaurants elsewhere. The valet service works their tails off. The rooms are very nice and comfortable.
    Now the until... We were staying Friday and Saturday night. On Saturday evening we returned to the room to find it was not made up. At 3:50 I called regarding this condition. I was told that they had until 5:00 to do the room. They would bring some towels so that we could dress for dinner. After dinner and drinks we returned to an unmade room! It was 9:00 PM. I called and complained. We went back down for a drink while they made the room. A great weekend tarnished by incompetence. Reading other reviews this seems to be a systemic problem. I would return but would set my demands up front.

  • Falling far short of expectations

    by Surale P on 2018-09-23 07:00 pm

    The first night experience does not bode well for the remainder of my four night stay here for business.
    While the architecture and renovation is beautiful, the service and flow is unacceptable.
    1. There is nothing mobile about the online check-in and mobile key. I arrived without the ability to go to my room. Waited in line with one person manning the check-in desk and had to wait far too long after a long travel day.
    2. My travel companion was guaranteed parking was included in the fee for registration. Upon check in, that promise was not honored and we had to deal with that after a long day on the road.
    3. When I finally got to my room to relax I picked up the phone to order room service to discover that the phones did not work. All I got was beeping on the line and a message saying that all lines were busy. Then I tried simply calling the front desk from my cell phone. Same thing. I had to go downstairs to the sports bar to order and carry it up to my room.
    4. Logged into Marriott app to find that hotel promotes shuttle service to the airport. Upon arriving I find that there is no hotel shuttle!
    5. The room is lovely. However, the only place that a human can watch the TV is in the bed. There is a great couch and a relaxing chair, neither of which provide sight line to the television.
    6. The towels feel like they were washed in sand.
    7. The light next to the couch does not work.
    8. I know it's an old building, but the elevator noise was scary and it felt like it would stop or plummet at any moment.
    I'm sorry, but as a very frequent traveler I think this hotel is terrible in that it does not at live up to what I expect from a Marriott brand. I am a loyal program member here and at with Hilton and I much prefer any Hilton brand over this hotel. Or the Jefferson-Clinton where I have stayed at least 25 nights in recent years.
    Beautify lobby and architecture but that's about it.
    Would never choose this hotel again and I will be traveling here often.

    Owner Response
    Dear Surale P,

    Thank you for taking the time to share your feedback. The experiences you describe are certainly not aligned with our norm. I would greatly appreciate the opportunity to speak with in greater detail regarding your visit. Please feel free to contact me at your convenience at 315-554-3536, or let me know when would be an appropriate time to contact you.

    Warm Regards,

    Emily Skinner
    Front Office Manager

    EmilyS5635, Front Office Manager at Marriott Syracuse Downtown, responded to this review


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