Hilton Garden Inn Syracuse

The place was modern and clean. The room was large and the beds were comfortable and met our needs for maintaining our electronic devices. I didn't feel like I had to inspect the beds before sitting on them. The shower curtain was ripped and should have been replaced before we arrived.

Hotel was clean, friendly staff. Rooms a little dated. But very clean! Would stay again

Breakfast was perfect for our needs.

This location appeared to be understaffed at dinner time.

It was clean

The staff was very friendly

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I recently stayed at the Hilton Garden Inn in East Syracuse, NY, reserving three rooms well in advance. I’ve stayed here before and had always appreciated the convenient location close to family and local services. Unfortunately, something has seriously changed at this hotel — whether due to new management, understaffing, or declining standards — and the experience this time was deeply disappointing. Check-in went smoothly, and the front desk staff was friendly and welcoming. However, after a full day assisting my family, we returned to find our room completely untouched. When I inquired at the front desk, I was told that housekeeping now only services rooms every other day. I asked for fresh towels so we could at least clean up, and was told they would be delivered shortly — but they never arrived that night. The following day, we once again spoke to the front desk and were assured the room would be serviced. We returned to the premises around 1:00 p.m. to find the room still untouched. I spoke with a member of the cleaning staff down the hall, who told me they were working their way toward our room. Two hours later, there was still no sign of anyone, and with dinner plans approaching, I had to return to the front desk once more to ask for towels. Thankfully, the same person who had checked me in was there and was able to provide them. Despite repeated requests, our room was not cleaned once during our entire 3-night stay. To add insult to injury, I found a bug in the towels we had just been given. The condition of the room itself was below expectations. I’ve never had such an uncomfortable bed — my husband believes the box spring on his side was broken. The pillows were flat and long past needing replacement. I’m including a photo of the shower curtain, which was also in poor condition and clearly due for replacement. Throughout the stay, there were lots of excuses, but very little follow-through or accountability from the staff. This hotel no longer lives up to the Hilton name, and frankly, should be embarrassed by the level of service and cleanliness provided. I paid over $600 — even with a corporate discount — for substandard accommodations that did not meet basic expectations. I did not visit the bar or restaurant during this trip, so I can’t speak to those amenities. I truly hope Hilton takes a close look at what’s happening at this location. Until major improvements are made, I cannot recommend this hotel and will be looking elsewhere for future stays in the area.

The hot tub was not working, our room service order was never put in we had to order outside of the hotel and never got to eat until 11 pm. The included breakfast with our stay was not included it was 13.95 a person and there were no eating utensils clean in the whole place. We ate yogurt with a plastic fork because they forgot to wash their dishes.

Buffet was poor. Hot food was cold. Service was poor. Don't recommend the buffet for the price. Overall hotel was fine.

Ice cold floor. Bogs in bathroom.