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This property is extremely dirty, needs updating, mattress was terrible and old huge dip in the middle of the mattress so when your turned inward you rolled to middle. Extremely overpriced.
Response from Tara Scott, General Manager on 16 May 2024
I am sorry the rooms were not up to our standards. We will be doing a full renovation later in the year and we hope you will return to see the new updates we will be making.
The staffs was very professional and an asset to your company.
Pamila
Stayed 2 nights in May 2024
Response from Tara Scott, General Manager on 16 May 2024
We are thrilled to hear the staff did a wonderful job during your stay with us. We hope to exceed your expectations again in the future.
10/10 Excellent
Wai, Brooklyn
11 May 2024
Staff is friendly & courtesy. Breakfast was excellent. Rooms need update. Need bigger sign at entrance.
Wai
Stayed 1 night in May 2024
Response from Tara Scott, General Manager on 16 May 2024
We are thrilled the staff stood out to you as we pride ourselves on guest satisfaction. We will be working on renovations later on in the year and we hope you will return to see the new updates!
10/10 Excellent
Suzanne
Travelled with family
21 Apr 2024
Liked: Property conditions & facilities
Great facility huge rooms and fantastic breakfast
Suzanne
Stayed 1 night in Apr 2024
Response from Tara Scott, General Manager on 16 May 2024
We are thrilled to hear you enjoyed your experience with our breakfast and hope you will return to us in the future!
4/10 Poor
ALYSON
Travelled with family and small children
21 Apr 2024
Liked: Staff & service
Disliked: Property conditions & facilities
Rooms are very outdated - 2 light bulbs burned out, couch ripped, ants, broken closet door mirror, very uncomfortable beds & pillows stained chairs, long walk to/from the elevator, freezing cold pool. Breakfast was average.
ALYSON
Stayed 1 night in Apr 2024
Response from Tara Scott, General Manager on 16 May 2024
I am very sorry to hear we missed the mark for your entire stay while with us. We are planning to do a great bit of updates to the hotel later this year. We hope we can exceed your expectations after that is completed. We appreciate your business and wish you safe travels.
10/10 Excellent
Jennifer
18 Apr 2024
Liked: Cleanliness
Jennifer
Stayed 6 nights in Apr 2024
Response from Tara Scott, General Manager on 16 May 2024
Thank you so much for staying with us and giving us a top rating! We appreciate your business!
This was a great place to stay the only downside was the $100 deposit when checking in that Expedia didn’t tell us about. Other then that the experience was great.
Jordon
Stayed 1 night in Mar 2024
Response from Tara Scott, General Manager on 16 May 2024
We are thrilled to see you had such a great stay with us. I am sorry to see the incidental hold was a surprise to you and we hope it was not too inconvenient for you. Safe travels!
I loved my stay! The rooms are spacious and the staff is so nice and professional (best part). Shout out to Sara who helped me as I accidentally booked the same room twice accidentally. She was SO GOOD at resolving the situation.
Great breakfast selection, tons to choose from. Clean pool and jacuzzi. Pet friendly. There was a nice lounge area with a TV and fire place that a few of us got together to watch football on.
I WANT TO COME BACK HERE! Thank you!
They overbooked the suite I booked so to accommodate me they have two suites with king beds and pull out couches. Well at 10pm when it was time for bed the one pull out bed literally the springs were already fallen on the floor and the mattress wouldn’t stay up… so we go to do the second one and it was so dirty and nasty with old sheet. There was old food and GARBAGE behind BOTH couches…. I called down to the office and they said they would get back to me so 40 min later i had to go down and ask what was going on… they offered me ( and my daughters little friends) a room in PENFIELD at 11pm!!! we had a suprise party for my daughter (shes 10) so the manager OFFERED a refund and seemed genuinely sorry that we had to sleep on the dirty ass floor! so earlier before this we had confetti and i had asked for a broom or vacuum to clean up our mess and they don’t allow that. So in the morning the manager said she called expedia to give a refund well here we are days later and she denied it because the mess. I asked to clean it AND i gave the house keeping a cash tip. TERRIBLE
Clean, friendly, pool & spa excellent. Breakfast was terrible fake wet eggs, uncooked sausages no flavor. Everything but breakfast was top notch best hotel in a long time.
Overall a run down property with some improvements to furnishings. Staff were responsive and hard working. The sofa bed was unusable, with springs sticking out of the mattress and significant wear. Initially there was no hot water but maintenance quickly resolved the issue.
Meagan
Stayed 1 night in Dec 2023
6/10 Okay
Cynthia
Travelled with family
27 Dec 2023
Disliked: Staff & service
Front desk is not very friendly.. checking out I had to wait as they were cleaning... just thought they should be serving customers first.. Asked 3 times for invoice.. still haven't received it.. will have to call AGAIN!.. Won't stay here again..
Cynthia
Stayed 1 night in Dec 2023
Response from Yesenia on 27 Dec 2023
Dear valued guest,I hope this message finds you well. I am writing to extend my deepest apologies for the unfortunate experience you've had at our establishment. We strive to meet and exceed our guests’ needs and expectations; it is clear that we have been unsuccessful in this instance and we couldn't be more regretful.I am sorry to hear that you find our front desk staff’s service less than satisfactory. Our aim is to always provide efficient and friendly service to our guests, and it is regretful that we missed that mark with you. We invest immensely in training our staff to ensure they meet the standards of hospitality and service our guests expect. The scenario you experienced during check out is certainly offbeat and does not exemplify the quality of service we aim to deliver.Moreover, I completely understand your frustration at having to ask multiple times for the invoice. This is indeed an oversight on our part and does not reflect the level of efficiency we strive for in our operations. I assure you that we are treating your feedback with utmost importance and steps are already being taken to prevent such scenarios from recurring.I understand perfectly that such an experience would discourage you from returning to our hotel and that is completely justified. However, we view each day as a new opportunity to grow, and we believe that we can prove to you that we are more than capable of delivering the level of hospitality which we are highly reputed for. We do hope that you will give us a chance, in the future, to not only meet but exceed your expectations. Thank you again for your valuable feedback. It is guest input like yours which enables us to strive for hospitality excellence.
I have stayed in the hotel a couple times now. I love the overall set up of the room. The bed is so comfy. The convivence of the hot tub and pool are a huge benefit for me. Using them does a great job relaxing my muscles.
Visiting family and had my dog with me. Room was very comfortable, clean, and great having a kitchenette. Breakfasts were great with 4 choices of hot foods, plus waffles, cereals, breads, muffins, fruit, etc. Will definitely stay here again when visiting family.
The hotel staff is LOVELY and everyone we interacted with was great. the accommodations were acceptable but the hotel desperately needs a remodel, the carpets were extremely old and stained as was the couch - I would expect more from a Hilton in terms of cleanliness. The pet fee is rediculously high for the age and cleanliness of the hotel