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Reviews of Crowne Plaza Syracuse, an IHG Hotel

3.5 out of 5
Crowne Plaza Syracuse, an IHG Hotel
701 E Genesee Street, Syracuse, NY

Reviews

7.6

Good

Rating 10 - Excellent. 388 out of 1001 reviews" "
Rating 8 - Good. 269 out of 1001 reviews" "
Rating 6 - Okay. 165 out of 1001 reviews" "
Rating 4 - Poor. 106 out of 1001 reviews" "
Rating 2 - Terrible. 73 out of 1001 reviews" "

8.0/10

Cleanliness

8.2/10

Staff & service

7.4/10

Amenities

7.8/10

Property conditions & facilities

7.4/10

Eco-friendliness

Reviews

8/10 Good

Phil

Travelled with family
Liked: Cleanliness, staff & service, amenities
The Good: Hotel and room were clean. Can't say enough about the staff. They were extremely friendly. Room was a bit small but did the job. I would recommend staying there. Only thing you need to be aware of is that is located right near Interstate 81 and heard loads of traffic all night. Not sure if all rooms are like this, but ours was.
Stayed 1 night in Apr 2024

6/10 Okay

Thomas

Travelled with partner
Liked: Cleanliness
Disliked: Staff & service, amenities
Staff friendly. Pet friendly which is nice, except someone left their dog in the room and it barked for hours. Check in slow, but they were short staffed. Staffing also an issue with dining. Rooms could use a refresh for price point
Stayed 1 night in Apr 2024
Response from Crowne Plaza Staff on Apr 18, 2024
Thank you for the review. We appreciate the feedback to help us improve.

6/10 Okay

UNA

Travelled with family
Liked: Cleanliness, amenities, property conditions & facilities
Not prepared for a house turn over of 200 guests leaving and 200 arriving. Not prepared for the total eclipse although the event was not a surprise. The few experienced staff members were not able to compensate for the weaker members. The kitchen was the strong point. The front of the house staff did not work as a team. The managers were not able to delegate responsibility and tasks. The guests were left with no clear directions and wandered aimlessly around the hotel, waiting to be checked in. The experienced staff worked hard. The inexperienced did nothing , Literally leaning against walls in plain sight of frustrated guests.
Stayed 2 nights in Apr 2024
Response from Crowne Plaza Staff on Apr 18, 2024
Thank you for the review and feedback. Our hotel and staff worked as diligently as possible to accommodate all guests. We are always striving to learn and grow to better improve our guest experiences.

2/10 Terrible

MJ, Herndon

Travelled with family
Disliked: Staff & service, amenities
We booked our stay months in advance for the 2024 eclipse. We waited 4 1/2 hours for our room. Checking in initially, we were then told that we would be put onto a queue and that they would let us know when our room was ready. They never let us know anything and upon returning to the property, 4 1/2 hours later, we did have rooms. The fact that this property was not prepared for the crowds that had been predicted for many, many months is a disgrace. The property manager was nowhere to be seen, the housekeeping staff was overwhelmed when there should’ve been more staff on duty, and only two people were at the front desk. The front desk person had the nerve to say, “we had a full house last night. Those rooms were booked before the eclipse was predicted” - the most ridiculous statement I’ve ever heard, we all know that the eclipses are predicted decades in advance. Shame on this property for its lack of foresight and attention to its customers. On top of all of that, in the morning, I was expected to pay $2.75 for a coffee. No concessions were made in light of the check-in fiasco. I will never stay here again.
Stayed 1 night in Apr 2024
Response from Crowne Plaza Staff on Apr 18, 2024
Thank you for the feedback, we appreciate your insights and apologize for the disappointment you experience. We are working to improve our overall guest experience!

10/10 Excellent

Luis

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great stay! You get for what you pay for, if you’re in town for 1-3 days, I recommend this hotel for the best value for your dollar. It’s clean and the room is spacious. Restaurants are a short Uber ride away unless you don’t mind a 15-25 min walk into the heart of downtown.
Stayed 1 night in Apr 2024
Response from Crowne Plaza Staff on Apr 18, 2024
Thank you for the positive review! We are happy to hear you enjoyed your stay!

10/10 Excellent

Angel

Travelled with family
Liked: Cleanliness, amenities, property conditions & facilities
👍👍
Stayed 1 night in Apr 2024
Response from Crowne Plaza Staff on Apr 9, 2024
Thank you for the positive review! We are happy you enjoyed your stay!

2/10 Terrible

Lindsay

Disliked: Cleanliness, staff & service, property conditions & facilities
There was a 20 minute line when I arrived at 7 pm and upon reaching the front of the line, they told me the room wasn’t ready even though checkin was hours earlier and I couldn’t get in my room til almost 9 pm after spending a fortune on it because of price gouging for the eclipse. Then I get in the room and it’s not clean, the blackout curtains don’t close all the way and it’s very noisy both inside and out. The area is not safe, either.
Stayed 1 night in Apr 2024
Response from Crowne Plaza Staff on Apr 9, 2024
Thank you for your feedback, we apologize for the experience you had during your check in process. It is always our goal to assist our guests in a timely manner, and we appreciate all guests understanding during a sold out night as our staff diligently worked to accommodate guests!

8/10 Good

Joonmo

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service
What stood out about our stay was the staff. The check in and check out process was seamless. The staff was smiling and was very helpful. The beds were comfortable and the rooms had enough space to put all of our things. The only thing that was a problem was that the fourth floor smelled like trash and the elevators can be a little cleaner.
Stayed 1 night in Apr 2024
Response from Crowne Plaza Staff on Apr 9, 2024
Thank you for the feedback. We are so happy to hear you had a positive experience with our staff! It is always our goal to make our guests feel comfortable and welcome!

8/10 Good

Kelley

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
We had to pay 16$ USD to park in their garage, with no other parking options nearby. This was disappointing.
Stayed 1 night in Mar 2024
Response from Crowne Plaza Staff on Apr 9, 2024
Thank you for the feedback. We apologize for your disappointment with our parking garage. We are a downtown location, which does limit parking. We do hope you enjoyed the other aspects of your stay with us!

4/10 Poor

Lori

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Stayed 1 night in Mar 2024
Response from Crowne Plaza Staff on Apr 18, 2024
Thank you for the review on your stay.

10/10 Excellent

Lyndsie

Liked: Cleanliness, staff & service, property conditions & facilities
Quick courteous help. The property drive way is under going renovation
Stayed 1 night in Mar 2024
Response from Crowne Plaza Staff on Apr 9, 2024
Thank you for your feedback!

8/10 Good

jay

Stayed 1 night in Mar 2024
Response from Crowne Plaza Staff on Apr 18, 2024
Thank you for the feedback, we are glad you enjoyed your stay!

10/10 Excellent

Robert

Travelled with family, Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It located right next to Interstates 81 and 690. Blackout curtains did not close completely. But the staff was great! the free shuttle to the local area was great. The restaurant dinners were huge and delicious.
Stayed 2 nights in Mar 2024
Response from Crowne Plaza Staff on Apr 9, 2024
Thank you for the feedback, we are happy to hear you enjoyed your stay and meal!

4/10 Poor

Maria

Travelled with family
Liked: Staff & service
Liam checked us in - His enthusiasm and smile were a wonderful welcome. Got to the room and were knocked off our feet by a strong marijuana smell - I mean BAD. I think it was coming from the room next door. Didn't complain - we're here for one night. Disappointed overall in the room. Very noisy - both from the hall and the outdoors. Strange configuration. Bathroom is poorly lit. Shower goes all over the floor due to the half wall. Probably will not stay here next visit.
Stayed 1 night in Mar 2024
Response from Crowne Plaza Staff on Apr 9, 2024
Thank you for your feedback and we are sorry to hear you did not enjoy your stay. It is always our goal to provide an excellent experience for all guests. We will use this feedback to continue to improve.

8/10 Good

Anthony

Travelled with family
Liked: Cleanliness, staff & service, amenities
I liked the view out of my window.
Stayed 1 night in Mar 2024
Response from Crowne Plaza Staff on Apr 9, 2024
We are happy you enjoyed your stay!

8/10 Good

Lisa, Canton

Travelled with group
Liked: Cleanliness, staff & service
Positives: Liam at check in was really nice and friendly. Room was clean. Negatives: safe didn’t work. Blackout curtains were on a track that did not close all the way but the shear curtains were—light from the city and the morning couldn’t be blocked out—REALLY dumb! Hotel room doors were really loud when they would swing shut and frequently woke me up.
Stayed 1 night in Mar 2024
Response from Crowne Plaza Staff on Apr 9, 2024
Thank you for your feedback to help us improve out guest experience!

10/10 Excellent

Paul, Lawrenceville

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Good business hotel. Great staff
Stayed 1 night in Feb 2024
Response from Max on Feb 6, 2024
Hello,Thanks for the 5 STAR REVIEW! We're glad you were happy with your stay, and we hope to see you again soon. - Max

10/10 Excellent

Mike

Travelled with family, Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Convenient to downtown area
Stayed 3 nights in Jan 2024
Response from Max on Jan 26, 2024
Thank You for the 5 STAR REVIEW! We're glad you enjoyed your stay, and hope to see you again soon! - Max

6/10 Okay

Corinna

Liked: Cleanliness, staff & service
Stayed 1 night in Jan 2024
Response from Max on Jan 17, 2024
Thanks for the review! We hope to see you again soon. - Max

6/10 Okay

Nancy

Travelled with family
Disliked: Staff & service
There was a refrigerator in the room with no ice or water in it the only access to the bottled water was in the lobby and this was never mentioned on check in also my sister was locked out of her room by the electronic key and was unable to get in for about an hour
Stayed 1 night in Nov 2023
Response from Max on Dec 29, 2023
Hello,Were sorry for the issues you had. We hope you will give us another chance to serve you better in the future. - Max

8/10 Good

Satya

Stayed 1 night in Dec 2023
Response from Max on Jan 17, 2024
Thank you for the review! We hope to see you again when traveling to Syracuse. - Max

6/10 Okay

Verified traveller

Stayed 1 night in Dec 2023
Response from Max on Dec 18, 2023
Thanks for the review! Were glad you enjoyed your stay with us, and hope to see you again soon. - Max

10/10 Excellent

Richard

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Dec 2023
Response from Max on Dec 17, 2023
Thanks for the 5 STAR REVIEW! We're glad you enjoyed your stay, and hope you will return soon. - Max

6/10 Okay

Sarah

Liked: Staff & service
Stayed 2 nights in Dec 2023
Response from Max on Dec 12, 2023
Hello,Thanks for providing feedback regarding your stay at Crowne Plaza Syracuse. We hope to see you again soon! - Max

8/10 Good

Michael

Liked: Cleanliness, property conditions & facilities
Love Staying Here BUT there are Drawbacks!
Always like staying here when we go to Syracuse! The good things are the size of the rooms and love the shower. The cons this time is check-in took longer than expected! What should have been 5-10 minutes turned into 25 minutes. They couldn’t get the computer systems to work. Once, I got my key, my reservation said king bed but was given a double. When I first started stay here, the parking was free! Now, it’s $15. Hate paying for the parking because it used to be free!
Stayed 1 night in Dec 2023
Response from Max on Dec 10, 2023
Hello,Thanks for the feedback about your check in experience. We will use this a teachable moment with our staff. We hope you will give us a chance to serve you better in the future. - Max

10/10 Excellent

Ruben

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Nov 2023
Response from Max on Dec 7, 2023
Thanks for the review! We appreciate the feedback, and hope to see you again soon! - Max

10/10 Excellent

Thomas

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Nov 2023
Response from Max on Nov 14, 2023
Thanks for the review! We appreicate the feedback, and look forward to your return! - Max

4/10 Poor

Megan

Liked: Cleanliness, staff & service
Disliked: Room comfort
Not a first choice or even third choice pick
Upon check in went to the room .. I booked two king rooms they gave us two (very small “queen” rooms - after providing proof I booked king they switch us..only to go into a bed frame that was broke - then the four buses pulled up full of kids - zero sleep because the kids were slamming the doors until 2 am ( not hotels fault ) over all not sure I’d book there again based on the beds were extremely uncomfortable and the highway noise / sirens all night long made it bad
Bed frame was broke ,
Stayed 1 night in Oct 2023
Response from Max on Nov 12, 2023
Hello Megan,Thank you for your honest feedback. We look forward to the opportunity of correcting these areas of improvement and welcome you back at a future date.

10/10 Excellent

Joe

Liked: Cleanliness, staff & service, property conditions & facilities
Miss step on my 3rd party booking. Willam front desk associate was extremely helpful in resolving booking errors to a favorable resolve.
Stayed 1 night in Oct 2023
Response from Max on Nov 12, 2023
Hello Joe,Thanks for the positive feedback regardign our Front Desk Staff. We appreciate it, and hope to see you again soon. - Max

4/10 Poor

Verified traveller

Business traveller
Disliked: Staff & service, property conditions & facilities
Meh
This hotel is the bare minimum. Nothing more, nothing less. Because the hotel is shaped like an octagon, the rooms are very cramped. Amenities are lacking, and it lacks basic expected necessities of any hotel. Although we were able to sleep well and wake up feeling rested, that was the only good of spending the night here. The highway literally next door makes it sound like a war zone outside. Although this place wasn't the worst, I won't be staying here again.
Stayed 2 nights in Oct 2023
Response from Max on Nov 12, 2023
Hello,Thanks for the feedback. We apologize for the issues you had during your stay, and hope you will give us anothe rchance to serve you better in the future. - Max

4/10 Poor

Leslie

Business traveller
Disliked: Property conditions & facilities
This hotel has shiny pics on the website but it was honestly a bit like a refurbished low-end motel that got some half-assed renos. It wasn't dirty per se, but just looked like shoddy work and smelled a bit weird. The elevators are bizarre and the rooms are ok, but not great. You can hardly get in the bathroom because of the weird angles of the place and I couldn't even do my make-up, the lights in the area by the sink are so dim. We tried to have breakfast one morning and there was one person to deal with all of the people an dshe was clearly frazzled and upset. We waited 25 min to be acknowledged and then left. I would never go back!
Stayed 4 nights in Oct 2023
Response from Max on Nov 12, 2023
Hi Leslie,Thank you for your honest feedback. We look forward to the opportunity of correcting these areas of improvement and welcome you back at a future date.

10/10 Excellent

David

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Sep 2023
Response from Max on Nov 12, 2023
Hi David,Thanks for the review! We hope to see you again soon! - Max

8/10 Good

Carl

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities
Thy should be able to accommodate guess when trying it o order drinks and it’s packed and they want stay open to serve them !
Stayed 2 nights in Sep 2023
Response from Max on Nov 12, 2023
Hi Carl,Thanks for the review! We hope to see you again soon - Max

6/10 Okay

Richard

Liked: Cleanliness, property conditions & facilities
Disliked: Room comfort
Just OK
Checkin was a little confused, no place to leave your luggage. Rooms are clean but very small, shower area is guite small. Location is good. Bar is OK.
Stayed 2 nights in Sep 2023
Response from Max on Sep 27, 2023
Hello,Thank you for the feedback! We hope to see you again when traveling to Syracuse. - Max

4/10 Poor

maria

Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
Inexperienced staff
Stayed 1 night in Sep 2023
Response from Max on Sep 27, 2023
Hello, We're sorry for the issues you had during your stay. We hope you will give us a chance to serve you better in the future. - Max

6/10 Okay

Zoe

Travelled with family
Liked: Cleanliness
Upon getting into the room, I noticed we only had two bath towels…no hand towels or wash cloths. I called and they said the washer and dryer were not operational, and they would bring towels as soon as possible. Never arrived. No free bottled water offered (standard amenity at most hotels these days). Bathroom configuration is awkward. Hairdryer seemed to be from 1978…it made a lot of noise but not a lot of airflow. I wish for the money I paid for a night in Syracuse that the experience would be better. Check out staff was nice and pleasant.
Stayed 1 night in Sep 2023
Response from Max on Sep 27, 2023
Hello,We apologize for the issues you had during your stay with us. We hope you will give a chance to serve you better not he future. - Max

2/10 Terrible

iLyas

Business traveller
Disliked: Cleanliness, property conditions & facilities, room comfort
Bad Experience
Cleanliness was bad. Kind of mold and smoke smell.
Stayed 1 night in Sep 2023
Response from Max on Nov 12, 2023
Hi iLyasWe're sorry for the issues you had during your stay. We hope you will give us a chance to serve you better in the future. - Max

10/10 Excellent

Andrew

Liked: Cleanliness, staff & service, property conditions & facilities
It is a little bit noisy since it’s right off the interstate. It’s one of the modern bathrooms without a shower door. The water from the shower goes out onto the bathroom floor. Never thought that was a good idea.
Stayed 1 night in Sep 2023
Response from Max on Sep 18, 2023
Hi Andrew,Thanks for the 5 Star Review! We appreciate the feedback, and hope to see you again when returning to Syracuse. - Max

2/10 Terrible

Caci

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Sep 2023
Response from Max on Sep 18, 2023
Hi Caci,We're sorry for the issues you had during your stay. We hope you will give us a chance to serve you better in the future. - Max

2/10 Terrible

Tatyana

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Scammers!
Stayed 3 nights in Aug 2023
Response from Max on Sep 18, 2023
Hi Tatyana,We're sorry for the issues you had during your stay - Max

6/10 Okay

Chris

Travelled with family
Liked: Cleanliness, staff & service, room comfort
Near campus
Near campus but building and rooms are weird layout. Does have a hotel bar and restaurant.
Stayed 1 night in Aug 2023
Response from Max on Sep 18, 2023
Hello,Thanks for the review! We hope to see you again in the future - Max

6/10 Okay

Yunah

Disliked: Staff & service
Stayed 1 night in Aug 2023
Response from Max on Sep 18, 2023
Thanks for the Review! We hope to see you again in the future! - Max

10/10 Excellent

Gina

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Aug 2023
Response from Max on Sep 18, 2023
Hello,Thank for the 5 STAR REVIEW! We're glad you were please with your stay, and hope to see you again in the future - Max

10/10 Excellent

Al

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities
I left the shirt in the closet, called the next day and followed up for a week and I never got my shirt back
Stayed 1 night in Aug 2023
Response from Max on Sep 18, 2023
Hello,Upon review we did not find anything in your room. We do hope that we will see you again in the future. - Max

4/10 Poor

JOSE

Disliked: Cleanliness
Room was a bit dirty I found toilet paper behind the bed and q tips and I gues the stuff doesn’t clean very well because I found things form the previous people that stood there
Stayed 2 nights in Aug 2023
Response from Max on Sep 18, 2023
Hello,We're sorry for the issues you had regarding your room cleanliness. We apologize, and hope you will give us a chance to serve you better in the future. - Max

4/10 Poor

kirsten

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Aug 2023
Response from Max on Sep 18, 2023
Hello,We apologize for the issues you had during your stay with us. We hope you will give a chance to serve you better not he future. - Max

4/10 Poor

Mariko

Travelled with family
Disliked: Staff & service, amenities, property conditions & facilities
Poor
Stayed 3 nights in Aug 2023
Response from Max on Sep 18, 2023
Hello,We apologize for the issues you had during your stay with us. We hope you will give a chance to serve you better not he future. - Max

10/10 Excellent

Ian

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
We want to call out the manager of your breakfast room (I believe her name was Tiffany). She was incredibly accommodating on both days of our stay ...especially on the day of our departure! We are soccer fans and the women's World Cup final was playing and we didn't want to miss the last 20 minutes while having breakfast and waiting for the courtesy bus. She set us up in the lounge and got the TV working and served us coffee and juice while we watched the end of the game ....and did it with a good spirit made our trip and will stay again when visiting our son in SYR University
Stayed 3 nights in Aug 2023
Response from Max on Sep 18, 2023
Hi Ian,Thanks for the 5 Star REVIEW! We're glad that we were able to provide you with a wonderful experience during your visit to Syracuse. We hope we will see you again in the future - Max

4/10 Poor

Harry

Disliked: Staff & service, amenities, property conditions & facilities
25-50 people checking in at once. Complete chaos. Did not get housekeeping for 2 days straight. Some incompetent and rude staff (some were nice). Lots of details for every complaint listed here. No hot water in shower. No communication Re this! Nasty furnishings with tears and old/ugly surface wear. Hardly any soap, and bed unmade when it is supposed to be, towels thrown in the room, not put away.
Stayed 4 nights in Aug 2023
Response from Max on Sep 18, 2023
Hello,We apologize for the issues you had during your stay with us. We hope you will give a chance to serve you better in the future. - Max

6/10 Okay

Lynn

Travelled with family
Liked: Cleanliness
Elevator failure
Staff was friendly. However, I got stuck in the elevator for 35-40 minutes which was not a pleasant experience.
Stayed 1 night in Aug 2023
Response from Max on Sep 18, 2023
Hello,We apologize for the issues you had during your stay with us. We hope you will give a chance to serve you better in the future. - Max