Candlewood Suites Syracuse-Airport, an IHG Hotel

"Nobody here acts like they have ever worked in a hotel before. We booked directly through the IHG app and prepaid. We have stayed at many IHG hotels before and are rewards members. Staff said they had no record of our booking, took my husbands phone with the booking confirmation and proceeded to ask the IHG chat how to check in a guest. IHG guest relations rep talked directly to the manager trying to check us in and it was like the manager didn’t understand or didn’t want to attempt to understand what to do. It was baffling honestly. I truly wonder if it is a front for money laundering or a scam of some sort. IHG corporate needs to come in and sort it out. We stayed at the holiday inn express across the parking lot with a lot better service. Never again."

"We stayed their so we could have an airport shuttle for an early morning flight. No shuttle. And the room was the most disgusting thing ever. Poop on the floor. The toilet was stained black. Animal food all over the floor, counter, and fridge. I was told I would be given a refund, but that hasnt happened yet. The phone doesn't work so I can't contact the hotel. They haven't responded to messages. Crazy."

"Beware! Do not book! December 10-11 visit! I unfortunately had some travel troubles and had to find a last minute hotel for the night as my travel plans had changed. I arrived after 1:30 in the morning- no receptionists. The cleaner/ maintenance gentleman had to sign me in- very friendly and polite. After giving me 3 rooms- one dirty, one a cleaning storage room and one occupied he didn’t have a room for me. While walking around I was amazed at the state of this hotel- shocking!! Luckily across the driveway was another establishment which I was able to get a room. Unfortunately the next morning I returned to get a refund for my booking and the unfriendly receptionist said I was put in as a No Show and I would have to contact my booking site- said they hadn’t been paid yet- which was actually not true. No apologies or care! She actually just walked away from me and out of the office. You also can’t contact this hotel by phone …… Life lessons- take photos, don’t go with the cheapest price! It really looked like a hotel in a scary movie! You can do better…………!"

"I was very displeased with this hotel. I had to stay there two nights. One coming in from the airport and one going out they quoted rate was inaccurate they charged service charges. There was no breakfast no snacks nothing. They advertise it as having a shuttle for the airport there was none. Had to pay for a taxi. No one would answer at the front desk, they charge my credit card an extra $10 with no explanation. And on the last day there was no towels in the room so unable to take a shower I will never ever stay at this hotel again."

"The general manager has been so caring. We have had multiple issues with other tenants, but the GM has taken care of everything! She has hired me right in the spot. She is shopping for our family for Christmas and is planning thanksgiving dinner. There has been nothing but kindness, caring, compassion, and so many more out of the GM! My family and I have had enjoyed our stay just from her. We almost don’t want to leave even tho we can’t stay forever. Thanks to Kelly, we have had a great stay, and I hope others have as well! Thanks so much Kelly, we love you, and hopefully we can stay in contact as long as"