Embassy Suites by Hilton Syracuse

Deatta Hessler

This was the worst experience I have ever had. I called and informed the hotel of our plans to sing happy birthday to my daughter (who was turning 3). Upon arrival, I double checked with the front desk to make sure it would be okay, they said there would be no issues but no balloons and only the people sleeping in the room could go to the pool (which was fine because that was the plan). My brother and his wife parked in the back because it was closer entry to the room and I couldn’t inform them about the balloons right away, one of the women ran full speed to them and yelled at them for bringing the balloons inside. They put them back in the car. At 7:15, we had all finished dinner and we were waiting for my ILL mother to get there so we could sing happy birthday and open the presents before we (the guests sleeping in the room) go down to the pool for our 1 hour reservation. The MANAGER OF SALES knocked on the door and demanded everyone leave right away or the police would be called. I said nicely that my mom was here and we would just sing happy birthday quick and then they would all leave. She gave me a HORRENDOUS attitude and got upset because instead of arguing I closed the door to inform my HISPANIC family what was happening. We just threw a birthday party for my niece here in December….she claimed I was lying. She walked back down and HARASSED MY ILL MOTHER about going up to the room to sing her grand daughter happy birthday. She gave no reason for kicking everyone out other than “you have all been breaking rules since you arrived”. I honestly feel like this was extremely racially motivated. Music was on low and it was mostly Disney songs and salsa music. When the police arrived they didn’t understand why we were forced to leave (all on the body camera footage) and he even suggested just moving to a different hotel down the road. Her excuse to the police was that it was a fire hazard and only 4 people were allowed in the room. IT WAS AN EXECUTIVE SUITE! There were 6 conference chairs and 4 stools at the bar behind the SECTIONAL sofa. There was 2 KING sized beds and a pull out bed. Why would only 4 people be allowed? The fire department said that in 500 square feet the maximum amount of people is 38, the room was 520 square feet (per the website information) there were only 5 children and 8 adults. My daughter was a micro preemie at birth, she only weighed 1 lb 12 oz. So every year we make the most of celebrating her journey and this experience has ruined that for her 3rd. As a Hilton Honors member, I Want to be clear, hiring unprofessional and rude employees who justify that they can’t be racist because they are married to a black man, is bitterly revolting. This needs to be taken care of. The people of Syracuse do not deserve this treatment from hotel employees in the suburbs. We are all humans and to be treated like criminals over a toddlers birthday party is flabbergasting.

Christie

Great times staying here and enjoyed the experience. If you remember this hotel when it had plants, fish, ponds, etc., you will be shocked at the modern renovation. My only complaint was the cleanliness, as another reviewer mentioned. The bath tubs were dirty and we even found snacks open and hidden behind a drawer in one of the bedrooms. Some noise issues with one party after 11pm, but it did stop. If you do stay here, I recommend Ruby Tuesday for dinner! It’s right around the corner and they have great food/drinks!

Mary Carlisle

My daughter wanted to stay at a hotel and go swimming for her birthday. After doing some research we decided to go here. I was on the fence as I know this hotel is older but it turned out to be an excellent stay. There have been some updates in recent years. The room, a junior suite,was clean and comfortable, good for families. The hotel was not overly crowded. The pool area looks recently updated and was in good condition. The water was clear. The best part of our trip was the staff.Ally and Aaron in particular were both wonderful. They were both friendly, accommodating, and personable. The managers reception was nice. My daughter had her heart set on room service for her birthday. They did not have room service that night but Ally offered to coordinate room service anyways for us. She really went above and beyond to make the trip special for my daughter.

Kathy McDaniel

For what should be a "nice" hotel - we had issues with the tub backing up. Also the quality of their sheets and blankets need to be updated. My mother slept on the pull out sofa and the blankets were worn - we asked for a second blanket and that one had definitely seen better days. Also, I had the opportunity to use the pool which was nice - although discovered a ball of hair at the bottom of the pool. - hotel needs to step it up. However, the staff and the front desk were extremely friendly and helpful and I thought the breakfast services and food was very good. Nice hot breakfast and omelets made to order - although the hotel needs to pay the persons making and organizing the breakfast more - they work hard.