i had not stayed at the Doubletree for a while and was looking forward to returning. While the hotel has gone through a makeover to its credit, the service has slipped since my last review in 2009.
First though, kudos where they are due... manager-for-the-day Jillian Ossoovert was instantly available, did her level best to fix what she could, and commiserate when she couldn't. She went a very long way towards bringing up the review's rating by her attitude which was clearly: the guest is First Priority. Also, the parking lot was cleared of snow as thoroughly as possible when I left for my business meetings in the morning.
However, the visit started out badly when I slipped on a wet marble floor and fell, sustaining contusions and a very sore tailbone. Jillian was right there, took a report, and made sure I was all right enough to get to my room. Admittedly, this was the day of the first snowstorm of 2012, so some wetness was to be understood, but these were puddles.
On getting to my room, I noted that one of the lamps did not work, but decided to take care of that later. I called downstairs asking for any calls to be held until I called back to say I was free, so I could soak in a hot bath undisturbed, and perhaps ease my aching back. Within ten mintues the phone rang. And rang. It was clearly not being held as I requested. I clambered out of the tub and ran for the phone...only to find that the phone I grabbed was dead. By the time I got to the other phone the call was gone. I had to return it immediately, since it had not been held, and by the time it was completed, the bath was cold and I was exasperated. (I was told one of the cleaning staff put the call through by mistake. That seemed hardly plausible, but I was not about to argue it with the front desk.)
Jillian offered to comp me dinner, and I was grateful for the kindness. I ordered sea scallops, and when they arrived, took one bite...and immediately spit it out; the shellfish was clearly"off" and I did not want to take a chance, as seafood can be very nasty that way. I frankly was so tired of having to complain or correct things, I simply pushed it aside. So dinner was a baked potato and salad; the tray was left outside with the scallops not eaten. During dinner, the maintenance man arrived and fixed the lamp and phone...and left his tools in my room in the middle of the floor. I called downstairs, told them he had left his tools and put them outside, next to the dinner tray. I then went to bed.
On returning to my room the next day, again the small touches were missing. A half-drunk glass obviously from dinner had been left on the table, the toiletries in the bathroom had not been replaced, and when I went to get a cup of coffee, just as it was in 2009, the provided half and half was sour, and curdled in the coffee. At this point, I completely gave up.
I like this hotel; I really do. Its renovations are marvelous. The room itself was lovely, very clean, and the bed comfortable, and the shower had great water pressure and plenty of hot water. But a hotel is not just the bed and the bathroom; it is the small details and conscientiousness of the staff that make a stay memorable, and cause this frequent traveler to come back. On this trip, with the one huge staff exception mentioned above, the details and conscientiousness were definitely missing.
- Official Description (provided by the hotel):
- Our full-service hotel in Syracuse, New York, is situated in a corporate park just off the New York State Thruway and is only ten minutes from downtown and Syracuse University. Take the complimentary shuttle to Syracuse Hancock International Airport.Our rooms and suites offer modern decor with complimentary WiFi throughout. Relax in the courtyard area with seating, plus enjoy the heated, indoor pool with a whirlpool spa and the heated, outdoor pool with a sundeck. Dine at Regatta Bar & Grille, offering cocktails and light food. Our hotel in Syracuse, New York also offers room service, a complimentary 24-hour fitness center, complimentary 24-hour business center and a self-service pantry. Host a meeting in 12,000 sq. ft. of event space including two ballrooms and two boardrooms capable of hosting up to 500 people. ... more less
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- Also Known As:
- Doubletree Hotel East Syracuse
- Doubletree East Syracuse
- East Syracuse Doubletree