Best Western Plus Franklin Square Inn Troy/Albany

Perfect location when visiting downtown Troy. Great restaurants and bars. Friendly hotel staff. Breakfast is good. Cookies in the lobby when you get home after a night on the town is great. All you need is a little chocolate milk! less

Was nervous when I heard our hockey group booked at a Best Western. They have reinvented the name. Great place, friendly staff, nice clean, spacy rooms. Very modern decor. Right across from the Dinosaur BBQ . Can't go wrong. less

Traveling with family and needed an animal friendly hotel. When I talked on the phone the guy promised me the room for no more then $120 a night and even said If it turned out to be more that he would discount it. When I got there it turned out to be $130 and he said there was nothing he could do for me. Got to the room which was very dated and the TV remote didn’t work, went to the front desk and he was unable to help me so really couldn’t use the tv. When I went to the desk to ask for help he was no where to be seen and had to wait five minutes for him and when he emerged looked like he had just been on his phone out back. Didn’t sleep well as the heater in the room was very loud and decided to kick on full blast even when I had it on low. When I got up for breakfast the new staff member had his feet up on the desk staring at his phone and barely greeted hotel guests. No one ever offered to help with bags despite hands being extremely full. Hotel staff needs to be trained to be more professional, would not recommend this hotel for the price point. less

We arrived tired, happy and excited to stay at this hotel. A wedding in full flow with happy guests tuxedoed and 'glammed out' to the max added to the the fun and excitement. It was therefore a shocking disappointment when we proceeded to check in and the underwhelming welcome we experienced. The Receptionist could in no way be described as warm let alone 'friendly'. I began to feel a distinct unease when the room allocated to us on a key card was crossed through and a reallocation to another room submitted. When this was queried, she claimed the room was no longer available. As odd as it sounded we accepted her reasoning. On opening the door of the newly allocated room. We choked on the nauseating stale smell of musty, dirty feet and what smelt like stale smoke, sweaty feet and spicy food. It was suffocating. Unable to tolerate it, we returned to reception to ask for our room to be changed. The same receptionist along with her co-worker greeted me. I tried to explain the smell at which she looked at us with such disdain which made me feel that not only did she not care, she claimed there was nowhere else. She grudgingly offered to move us to the room next door. We also pointed out that the room was quite small as we had not realised that the beds would be double beds thinking that queen sized would be bigger. We asked if she could move us to a larger room to which she replied that all the rooms were a similar size. On entering the second room, it was just as tiny and the smell seem to be sleeping through the walls from the first room. We purchased air freshener to help alleviate the smell but it only seem to make matters worse. (I suspected that the receptionist may have let her unconscious bias colour her judgement). Returning to the desk once more thankfully there had been a shift change. I spoke to the loveliest warmest member of Staff, Sarah. This lady was outstanding in her manner and behaviour in every way. Excellent, professional who listened and acted. We are so grateful for the way in which she dealt with everything. Not only did she move us, she was not dismissive and helpfully suggested what might be the cause for the pungent odour. The new room was clean bright and comfortable. Other members of staff who were also very helpful included the Senior House Keeper Sylvia and her colleagues Candy and Matthew. These four staff members are a great asset to this establishment. As a result our stay was memorable for all the right reasons. So a Big Thank You to you all. less

Hotel is nice, clean and central location. How ever at check in staff could not figure out how to check me in with a gift card. Left till next day. Stopped and told day shift person. Never told. I pointed to my paper work and gift card behind her. She said she would handle it. We had another reservation for 2 more nights. She said she would handle check out and back in same room. Few hours later got call from home that we never check out and left stuff in the room. Had to make a trip back to hotel, can'ft find number on site, you get reservation desk. Upon return new person said he figured it out. Parking lot is very small and no one told us there is a parking garage you can use. Noise from hall way last night was very loud. Did not bother complaining as it seem to be a function of some sort and lots of alcohol. I dis still like the hotel and the staff was pleasant but seems some more training may be needed. Would return it need to. less