Burrstone Inn, an Ascend Collection Hotel

Did

Location

Room was damp, carpet and floor were dirty, covering up w/a strong scent of perfumed cleaners. Breakfast was fair. Not good value for us.

Staff was great, breakfast was good and it was close to where our son's in-laws live so it worked out wonderful for us.

This hotel is in serious need of attention. Many of the common areas were visibly dirty, with stains on both the floors and walls. In one hallway, I noticed a fire alarm hanging loosely from the wall. This was just one of several safety violations I observed as someone who trains others in OSHA compliance. My initial room (130) had clear signs of water damage on the ceiling and felt damp throughout. Worse, I discovered spiders crawling on me while I slept and found spider egg sacs in multiple corners. I was moved to Room 128 the next morning, which didn’t have the same spider issue, but was still damp, had a strong mildew smell, and dirty floors. Although I wanted to check out early, the city was completely booked due to a local event. This made the experience even more frustrating. The general manager, or the woman I believe to be the general manager, was unprofessional. She repeatedly sat in the back office and refused to assist waiting guests when the front desk clerks were away helping others. On one occasion, another guest and I waited nearly 10 minutes before she reluctantly came out to assist us. On my checkout day, I requested a late checkout due to a delayed flight and was told I had to pay $40 because “the hotel was really busy.” As a Choice Rewards member who had dealt with multiple issues during my stay, I found this response especially disappointing. The only reason this review isn’t a 1-star is because the evening and morning front desk clerks were amazing

This hotel is in serious need of attention. Many of the common areas were visibly dirty, with stains on both the floors and walls. In one hallway, I noticed a fire alarm hanging loosely from the wall. This was just one of several safety violations I observed as someone who trains others in OSHA compliance. My initial room (130) had clear signs of water damage on the ceiling and felt damp throughout. Worse, I discovered spiders crawling on me while I slept and found spider egg sacs in multiple corners. I was moved to Room 128 the next morning, which didn’t have the same spider issue, but was still damp, had a strong mildew smell, and dirty floors. Although I wanted to check out early, the city was completely booked due to a local event. This made the experience even more frustrating. The general manager, or the woman I believe to be the general manager, was unprofessional. She repeatedly sat in the back office and refused to assist waiting guests when the front desk clerks were away helping others. On one occasion, another guest and I waited nearly 10 minutes before she reluctantly came out to assist us. On my checkout day, I requested a late checkout due to a delayed flight and was told I had to pay $40 because “the hotel was really busy.” As a Choice Rewards member who had dealt with multiple issues during my stay, I found this response especially disappointing. The only reason this review isn’t a 1-star is because the evening and morning front desk clerks were truly exceptional! They were friendly, helpful, and genuinely kind. They went out of their way to make things easier for my daughter and me, and I’m grateful for their service.

Bad breakfast…fake eggs, salty sausage, rotten bananas, coffee was hot—only good thing I could say.

i have stayed here many times. loved it. this time my friend needed an accessible room. i had to rearrange the furnitiure to be able to enter the bedroom with his wheelchair. the photo online showed a handheld shower attachment on a hose. althought there was a shower bench and grab bars in the tub. the shower head was fixed high in the shower stall., making rinsing oneself impossible while seated on shower bench. breakfast excellant with attentive staff

Very nice hotel minutes outside of Utica so very convenient if visiting Utica. Very quiet. Staff friendly and helpful. Pub bar type restaurant with good food. Pool looked lovely and clean even though we did not use it many people were out enjoying it.