Stayed at this hotel an on check-in, my spouse and I who were traveling as a couple, was asked to sign a document stating that we understood the policies of the hotel. This was my third stay here where I chose my room on the app before arriving and it was changed when I arrived. Why let me pick a room if you're going to change it? The breakfast was sub-par compared to previous stays (less options, and eggs were too runny so ended up getting an omelet). Also, the price for the room has gone up quite a bit.

Positives: the hotel is directly across the street from Destiny USA (there is nothing else in the vicinity within walking distance). The night manager went above and beyond to help me find something I was looking for. The room (studio) was a decent size and clean.

Nice hotel, close to many things, but a noisy place. Major roads nearby so lots of traffic noise. Also very easy to hear people in other rooms and in the hallway. Not a place for a quiet night sleep unfortunately.

We had our Union meeting in one of the big rooms. It was very nice.

First they assigned us to a room occupied by someone else. We were trying to enter our assigned room and a large man opens the door from the inside asking us what we were doing. We were absolutely mortified.

After apologizing profusely the front desk gave us keys for the next room they assigned us that also did not work. Neither did the room after that, or the one after THAT!

After arriving 45 minutes late to our 2 hour event that we drove down from Toronto to attend, we returned to the hotel to find that our desk lamp didn't work.

In the middle of the night the fire alarm went off for about 25 minutes prompting everybody to leave the building into the parking lot. It was a false alarm.

In spite of the management offering us a late checkout and insisting that they made notes in the account, two people came by to interrupt us, one at 8:30 in the morning and again at 10:00 a.m. to ask us when we were leaving.

The absolute icing on the cake was that there was NO air conditioning. The room was extremely warm and had no air circulation. In the middle of the night at 4:30 a.m. I was trying to switch rooms. Two other rooms and neither of them had air conditioning. When I brought this to the attention of the front desk, the front desk manager with a short dark beard and glasses glibly asserted that they are part of some kind of low impact environmental program, as if to Virtue signal at me. I responded that if I wanted to participate in an eco-friendly experience I would have stayed in a log cabin, and that for $300 a night I expect air conditioning. As it stands one of the other staff informed us that the air conditioning controls are locked out by the management from the management office which means this was really just a cheap excuse to save a couple dollars at the expense of the comfort and well-being of their guests. Certainly not in the HILTON mission statement.

Finally, when we asked for a discount, given all the things that had transpired, (even other staff members who were privy to what we had been through were at the front desk advocating for us) we were told that a manager would get back to us but was unfortunately/conveniently in a meeting at that moment. We left our number and no one ever called to follow up. (Its been 8 days now) BEYOND unprofessional and embarrassing.

We will NEVER stay at another HILTON or HILTON associated property ever again. As nice as the rest of the staff was, this was a professional embarrassment. I will also be sure to inform everybody I ever encounter for the rest of my life to avoid HILTON properties while traveling, and that the reputation of their brand is at best inconsistent and certainly a suckers bet.

RESPONSE TO OWNER"S RESPONSE:

What will those 'necessary adjustments' consist of? Turning the Air conditioning back on? If you were too cheap to have it on in the first place, I doubt this review will change your mind. Learning how to properly book rooms and encode room keys? One would think that is the BARE MINIMUM for operating a hotel, like expecting a bartender to pour liquid into a glass. Coaching your front desk staff to NOT offer assanine excuses like 'we're participating in an eco-friendly program' in a transparent attempt to excuse your poor practices?

Meanwhile, the only meaningful compensation, a reduction in the $300+ charge has yet to be forthcoming. My travel companion, George Nikolakis still has neither received a follow up call nor any kind of refund or discount for the trouble we endured at the hands of your greed and ineptitude.

You are more than happy to keep our money even though you failed to provide any measure of service promised by or expected of the HILTON brand. Your words are as meaningless and empty as your promise of hospitality (and a follow up phone call) I'm not surprised; anybody in a position of authority who cowers behind the 'in a meeting' excuse clearly isn't the type to take any real responsibility.

This will be the last $300 that you and HILTON will steal from us and anyone else who reads this review.

Check in was easy and desk staff was friendly. Family was there on vacation on a Wednesday and they gave us a card for 2 complimentary free drinks. I was very impressed. Around 7pm I pulled out the couch sleeper for my 4 year old to sleep on. The mattress cover was stained with something the color of dried blood. I called the desk for a new cover, but no one ever came with it. I went down in person about 8pm to ask again. No one came. I went down again at 9pm. Kid is finally asleep in the big bed. A new desk person says "I'll get that for you" and comes back a few minutes later with a set of sheets. It took 2 hours on a Wednesday for a simple request. I can't imagine how long it would take on a busy night. I would much rather have good customer service than free drinks!

Room 506 was lacking for lights. It seemed dark like a lamp in the corner near the sofa was needed.
The ceiling light over the entry door was flickering.
The bathroom was very large and the shower was a rain head shower. Very cool.
Proximity to Destiny Mall was great but getting to the walkway crossover was extremely cold the day I was there.
Food is good. Service was Great. The front desk staff was very helpful.

Hotel aesthetically very nice. Location???? next to mall. Lots of parking.

We arrived after midnight .. unsure if that was the reason why it took time for someone to show up at the front desk. The digital key did not work so had to head to front desk for keycards; she gave us 2 but only one worked.

Elevator buttons were dirty. A foot pri t was on one and some greasy stain was on the other. Could be cleaner.

Bedding cover had a stain on it, otherwise room was standard. Their face and hand towels didn't smell too great. Bath towels were fine.

Complimentary breakfast was great. The omelette chef was fun and accommodating. He provided many local restaurant recommendations.

Active duty military/ government personnel please do not stay at this hotel. I am a Hilton diamond member and I booked this hotel for business. I am deployed and my trip was cancelled to NY. The hotel refused to refund my money and points. Even after showing proof of the cancellations they still refused to compensate me. I checked in digitally from the app because they sent emails encouraging me to check in early due to their availability. I took their advice and now they will not refund me for a room I did not stay in. I was told the rooms are subpar and the property is not that great for diamond members. So disappointed as a loyalty member and military member. Will never book here again.

Beautiful property! Courteous and kind staff! A bar and restaurant conveniently inside the building. Walking distance to the mall. Best place to bring the entire family.

Very nice hotel. All the staff were friendly and helpful. Our room was very spacious and clean
They offer a fantastic breakfast buffet.
Walking distance to Destination USA Mall.
We would stay here again

Not happy with our stay over all. The hotel location, parking, and service were great but the rooms were pretty gross. We were placed on the 5th floor and noticed the carpet was stained and not vacuumed, and poop on the bathroom wall, near the toilet paper roll. We immediately notified front desk to be moved and placed in another room on the same floor. Right away we looked and noticed a bloody booger on the wall in the bathroom on the same spot in our new room. The chairs were heavily stained in the living room seating area as well. DEFINITELY NOT WORTH THE $320.00/night. We have pictures as well.

You won’t find a much better location than this. Close to Destiny USA and close to the fairgrounds. Overall great experience and price.

We had one issue with the room and the lady at the front desk was amazing and took care of it. We had 2 rooms. It was so nice to not worry about parking bc you can get to destiny Mall in a few minutes of walking. We have tried other hotels when we go to Syracuse and I must say we will be using this one from now on. The staff was amazing and very attentive. The only downside is my kids wish the pool was bigger, but that's just nit picking...

Friendly staff and exceptionally clean

Loved this hotel.....the convenience of being right next to the mall is great. The room was clean and big. The breakfast was fabulous!! All in all will stay here again.

We have stayed in the area once every year at this time for years, to come and enjoy the mall and all the entertainment it has to offer. This year we chose the closest hotel for convenience and decided to purchase the winter fun passes. We went to the mall, purchased our passes and spent the day enjoying the mall BEFORE checking into the hotel. What I did not realize is that it is connected to the hotel itself and if I had known that, could have received additional discounts pairing it with the room key. I wish that it had been made more clear how it worked on the website. I also thought that it would be good for patrons to know that the things that are offered on that winter fun pass is either not made 100% clear or not offered by the establishment as promised. For example, my daughter saw free milk tea from kung fu tea (everything on the menu is milk tea) she chose a coffee flavor when she got to the counter to order, they told her she couldnt get that as the free one and as she already had her heart set on it, she paid $7. Then get to the hotel and find out she could have at least gotten a discount using the room key. We were thoroughly disappointed by the passes. The hotel is beautiful and well maintained so that's something. Just thought a little heads up to others thinking about the winter fun passes.

My family and I enjoyed all that destiny and the hotel had to offer! The pool was nice room service quick. Very nice atmosphere at the hotel!

Great room. Friendly staff. Best breakfast anywhere.

We have stayed here many times and love it! Our most recent trip started off with a difficult first night with a manager and service issue. The following day another member of management reached out to us after we left a poor review. The day after, the general manager called us. We were very impressed with how reactive they were to the situation. With this, I edited our 1/5 rating to reflect an excellent 5/5 star rating. This is the type of service we are used to and love at the Embassy Suites! I want to mention that Stephanie, our bartender, is amazing!

Over night Front desk person attempted to steal a package.

Bel hôtel. Les chambres y sont très spacieuses, le petit déjeuner très copieux et le personnel aimable et souriant. Le seul petit bémol est que ce dernier ne parle aucune autre langue que l'anglais. Dans un hotel dit international et de ce standing c'est très décevant.