Cavalier Room - City of Syracuse

Would give zero star if that was an option. I had the absolute worse experience in my life with this hotel. My coworker and I booked two nights in Marriott between 6/25 6/27. There was a thunderstorm this past weekend and messed up all the NYC area airports and travelers. It is all around the news. Hundreds of delayed and cancelled flights. Me and my co-worker's flight was a late night 11pm flight. Due to the storm, it was delayed 6 hours. As soon as I know that there was a delay, I called the hotel and told them about delay and make sure that I can still check in even if I may arrive after 3am. I called them multiple time as my flight was keep delaying to a later time. They told me no worry. They will check me in. However, my flight got cancelled at the end. After the 6 hours wait in the airport, I left the airport and drove 5 hours from NYC to Syracuse and arrived the hotel. I was super exhausted after I arrive the hotel the other day and just wanted to take a rest. When i check in, the front desk told me that because I arrived late, they cancelled my entire reservation for two nights, regardless I already paid for the two nights of hotel and called them regarding my delayed flight. They told me that the hotel was fully booked and there is no room for me and no refund because I book it through expedia. The funny thing is, she said that if we reserved through their official website, she can give one room to us and I have to share the room with my co-worker. In other words, there was available room!!! but she just didn't give it to us!!! We had to move our luggages out and move to another hotel very last minute during a thunderstorm. Please! I told you that I may arrive after 3am. If you are going to cancel my reservation if I can't arrive by a certain time, let say 6am the next day, would you notify me? Be honest, I didn't even know that a hotel could do that to a customer. I have never experience this before. They took my money and let someone book my room again to make twice the profit out of the same room? This is absolutely ridiculous and furious. I didn't book a cheap hotel, I booked a Marriott. I have expedia agent contacted the hotel, and they still said no refund... PLEASE help me to understand under your policy, what should a traveler/customer do if they have delayed flight? Nothing, but we should just agree to give you our money and lose our rooms. Do you think that fair to your customers? I would report this to customer affair. In short, if you don't want to lose your money and your room for no reason. Don't book this place. And guess what, I posted my review in goggle but they just hide it from everyone. I use my family’s phone to check and it is not showing up. This is a scam.

Average rooms hotel was originally built in 1920s, despite renovation efforts, room was dated, furniture was worn but bed was comfortable. Room wasn’t properly cleaned when we arrived spoiled hummus found in fridge, bathroom had hairs on floor and the sheets had a stain. I booked a “larger room with sofa bed” I was given a standard room that didn’t have a sofa bed not sure why this happened as I paid 20% more when selecting this upgraded room. They do have the world’s thinnest bath towels here (truly surprised Marriott allows this). Valet was prompt, ordered room service for dinner and breakfast and the pickup in lobby feature was good (food was ok) and the service at the front desk was welcoming. More diligent and consistent cleaning efforts along with providing accurate rooms would have improved the review rating.

Avoid in the winter AC is very weak regardless of what temperature you set it at. It was hot even in the AM after leaving it at 60F the entire night. Shower toiletries were empty and certain fixtures were crumbling. AC did not work but the Reception desk’s welcome was ice cold.

You know the saying “you get one chance to make a first impression?” The first impression I got wasn’t a good one…. It’s only April and I’m already Marriott Platinum, so I travel a lot and am very loyal to Marriott. When I arrived, there was no obvious place to park so I found a spot on the street, paid the meter for 15 minutes and ran in to get guidance from the front desk. The lady checking me in asked a guy in a black jacket with a name tag that said “Jim” to help me. We went outside and I pointed to my car. He proceeded to tell me about a garage a few blocks away. I had been flying all day and was really ready to just relax so I asked if they had valet service. His response (verbatim) was “yeah we HAVE valets but it’s just a few blocks, you can do it yourself.” How does one enter the service industry with no sense of service? And how does a business succeed if employees decline to provide services that generate revenue? I just shook my head and parked at a lot that I found around the corner that was convenient and cheap. Having said all that, this is a very old and historic hotel and the lobby is gorgeous. The room was spacious and very nice. It had two queen beds with a large sectional sofa and dual vanity in the bathroom. When I went to check out at 4:40am, I had to wait several minutes while two employees were in the back chatting instead of manning the front desk. I could see them but they never looked up to see me. Overall I found the property absolutely an A+ but the service a C- at best. A waitress named Lyana at Shaugnessy’s Irish Pub downstairs was the exception and very on top of her job. I’ll be back in the area at least quarterly so hopefully next time is better.

We booked this hotel for a one night stay en route from NYC to Niagara Falls in April 2023. I wanted somewhere decent around half way and there was a dearth of options so I selected this hotel as a safe bet, having used Marriott hotels over many years. The problems started when we drove up to drop our bags off (four heavy suitcases) before finding the off site parking. There was a line of cars parked in the street outside with no space for us. We wound the window down and asked the valet parking attendant outside where we should stop. Someone else was just pulling out so we pulled in. He then brought us a trolley but told us he had only one member of staff there, hence all the cars waiting to be parked, and we'd have to move our own luggage. My wife is in her sixties. I duly unloaded them and accepted I'd have to valet park then loaded the trolley and dragged it inside. No reception there up a level. At reception I could hardly hear the receptionist over the noise of what turned out to be a live band playing. They play there every Wednesday. We got keys and went to our room. The room itself was fine. Then we went down for a coffee. No luck there was an option to avoid the noise from the band but that was an almost as noisy Irish bar, part of the hotel. So we went outside, in the cold and rain, to find somewhere else to eat. This is formerly the Syracuse Hotel, now (slightly) updated. It's far from good. Period features are novel but I'd rather a modern hotel to modern standards. This wasn't. Maybe it appeals to local people they seem to be the ones using it. Didn't appeal in the slightest to us we will not be returning.