07/04/2019 RItraveler3, Newport, Rhode Island
We stayed here with our two year old overnight as a midpoint for a long interstate drive. We arrived late at night and while the check in staff member was very nice and overall look of the hotel was a... more
We stayed here with our two year old overnight as a midpoint for a long interstate drive. We arrived late at night and while the check in staff member was very nice and overall look of the hotel was as expected, we were extremely concerned when we arrived in our hotel room (218) to discover a large crack in the big (second floor) window and the smoke detector hanging off the wall. My husband raised the issue with the front desk and we were moved to another room down the hall (222), unfortunately this room did not have an undamaged smoke detector either - the cover/front of the unit was missing and since we could not see a flashing light either, we were unsure if it was even functioning. Extremely concerned, we again complained and were moved to an accessible room (the hotel was apparently full and I requested we be placed on the first floor due to my safety concerns) which meant no sofa or coffee table, tv stand, etc, however at this point we did not care. Had it not been so late at night we would have simply left to find a new hotel after seeing the first two rooms, but thankfully this room at least did not have any obvious issues. The rooms overall did not live up to the photos of the website, but were adequate for an overnight, however these safety issues were extremely concerning and unacceptable, particularly for a hotel claiming the following on their website “completely remodeled in the spring of 2017, we guarantee an extraordinary experience”. I was also not impressed to see the staff member who checked us out in the morning standing in front of the entrance smoking as we got into our car - just very unprofessional and a bad look in my opinion. I have contacted the hotel chain with my safety concerns (as well as raising them at the hotel at the time) and I certainly hope they will be repairing these safety issues as quickly as possible. I have to say that the young woman at reception who dealt with these issues at the time was very apologetic and quick to find us new rooms, we appreciated her willingness to resolve the issues in a friendly and understanding manner. less
AubreyB182, General Manager at Best Western Plus East Syracuse Inn, responded to this review
Please accept my heartfelt apologies for the issues you experienced during your stay with us. It is our goal to exceed the expectations of every guest who enters our hotel, and we have certainly fallen short of that you and your family. I appreciate you bringing your safety concerns to my attention so that we can get them corrected. I've just sent maintenance up to both of the rooms you mentioned to fix the smoke detectors immediately. Again, I truly apologize and I thank you for your feedback. It's only with feedback from our guests that we can know where we fall short and continue to improve.