Stayed there in August with plans to take a bus to New York City and leave the car at the hotel for the week. We arranged a pick up at the bus station upon our return. My husband called when we got back in town and specified we were at the bus station (they usually pick up at the airport). She said she would send the driver. We waited half an hour and called back, again mentioning that we were at the bus station. She brushed us off, saying the driver was on the way. We called again 20 minutes after that and asked if we should just take a taxi. She said no, he would be there shortly. It wasn't until the third call that she actually heard us say we were at the bus station. She had sent the driver to the airport. In all we waited over an hour for our ride. The driver was extremely apologetic and nice, but did mention that the girl at the desk (Amanda) laughed when she called him at the airport.
I understand mistakes can happen but the humour she found in the situation was unacceptable. When we went to the desk to get our keys she just handed them to us and never offered an apology. I told her that an apology was the least she could do and was told that it wasn't her fault. The girl who took the initial booking for the bus shuttle put in the wrong information. I explained that we specified 3 times on the phone to her that we were at the bus terminal. She didn't seem to feel bad at all for her mistake.
I emailed the hotel directly to try and resolve the issue privately and they never responded. This is unfortunate as we have stayed there before and thought this was a great location for shopping in Syracuse. We will be looking elsewhere now due to the lack of care about customer service.