Candlewood Suites - Syracuse Airport by IHG

This hotel's primary appeal is its convenient proximity to the airport, making it a practical choice for travelers with early flights or late arrivals. However, many guests report that the property is significantly run down and outdated, with widespread issues concerning cleanliness and maintenance. While the presence of kitchenettes in rooms is a notable feature, their condition and lack of supplies often detract from the experience. Feedback on the staff is notably mixed, with some guests praising their helpfulness, while others describe them as unengaged or incompetent. This hotel is best suited for budget-conscious individuals or business travelers prioritizing location over amenities and modern comforts. For a more comfortable stay, it is advisable to confirm shuttle availability directly with the hotel, as this service is frequently unreliable, and consider bringing your own basic cleaning supplies to address potential room deficiencies.

Facilities & Amenities
Guest experiences with the hotel's facilities and amenities are varied, often reflecting the property's general state of disrepair. The fitness center is available, though some guests note it is small and has broken equipment. A laundry room is on-site, but several machines are reported to be old or out of order. While Wi-Fi is provided, its reliability can be inconsistent. The lobby itself is undergoing renovations, leading to some unsightliness and occasional odors, and the complimentary coffee machine often lacks supplies or is broken. Guests appreciate the convenience of ice machines and vending machines, though the latter are considered expensive. The kitchenettes in rooms are a key feature, yet they frequently lack essential items like pots, pans, or clean utensils, and some appliances are non-functional. Parking can be limited and challenging, especially during inclement weather.

Cleanliness & Room Comfort
The most significant and recurring concerns among guests revolve around cleanliness and room comfort. Many rooms are described as dirty, with visible stains on carpets, sheets, and furniture, and reports of hair in bathrooms and on bedding. A pervasive issue is the presence of unpleasant odors, including cigarette smoke, marijuana, mildew, urine, and a general musty smell. Some guests have even encountered cockroaches or other insects. Rooms are widely considered outdated and run down, featuring worn furniture, damaged walls, and broken fixtures such as faucets, hair dryers, and TV remotes. No hot water is a frequent complaint, and motion-sensor lights in bathrooms are frustratingly reported to turn off mid-shower. While some guests find the beds comfortable, others describe them as hard or disheveled. Noise levels from hallways, elevators, and loud heating/AC units significantly disrupt sleep. Basic amenities like soap, shampoo, and bath mats are often missing.

Dining & Food Quality
The hotel's approach to dining is a consistent point of contention for many guests, primarily due to the complete absence of a complimentary breakfast service. This is a frequent disappointment, as many travelers expect this amenity. While a coffee machine is available in the lobby, reviews indicate that it is often out of order or lacks essential supplies like cups or coffee packets, leading to frustration. The kitchenettes provided in the rooms, while a potential benefit for self-catering, are often found to be poorly equipped. Guests report missing basic kitchenware such as pots, pans, plates, or utensils, and sometimes even a microwave, which hinders their ability to prepare meals. There are no mentions of on-site restaurants or room service, reinforcing the hotel's limited food and beverage offerings.

Location & Accessibility
The hotel's most praised attribute is its convenient location directly adjacent to the airport, making it an obvious choice for travelers seeking easy access to flights. However, a significant and widespread complaint is the non-existent airport shuttle service, despite it often being advertised. Guests frequently express frustration at having to arrange and pay for alternative transportation, such as ride-shares, for what should be a short and complimentary trip. Parking at the property can be problematic, with reports of limited spaces and unmaintained areas, especially during winter. The surrounding sidewalks are also noted to be in poor condition, posing challenges for pedestrians. On a positive note, the hotel is well-situated near various restaurants, gas stations, and grocery stores, offering convenient options for meals and necessities within a short distance.

Staff & Service
Feedback regarding the staff and service is notably inconsistent. Some guests commend the front desk personnel for being friendly, helpful, and professional, particularly in challenging situations. However, a substantial number of reviews describe staff as rude, incompetent, or frequently absent from the desk, leading to long waits and a lack of assistance. The check-in process is a recurring source of frustration, with reports of overbooking, rooms not being ready, wrong room assignments, and issues with key cards. Guests often struggle to obtain refunds or resolve reservation problems. Wake-up calls are frequently missed, and housekeeping is minimal, often failing to clean rooms adequately or provide fresh linens without repeated requests. Issues with IHG rewards member recognition and benefits are also noted, contributing to a sense of unvalued loyalty.

Additional Information
Several important details, not fitting into other categories, frequently emerge from guest experiences. The hotel has a pet-friendly policy, though an additional fee is typically required, and some guests report challenges with pet noise or finding suitable outdoor areas. The property is notably undergoing renovations, which can result in construction-related mess and noise, with some areas appearing updated while others remain significantly dated. A major and recurring issue is overbooking, leading to guests arriving with confirmed reservations only to find no room available, sometimes forcing them to seek alternative accommodation late at night. Guests also mention deposits being required, with some reporting delays in their return. There are observations that the hotel appears to be accommodating long-term stays or specific groups, which some guests feel impacts the overall atmosphere and maintenance.