HORRIBLE EXPERIENCE — DO NOT TRUST YOUR RESERVATION AT THE GRAND SYRACUSE HOTELI have never experienced such appalling customer service from a hotel. I booked a room at the Grand Syracuse on September 22 for a three-night stay beginning October 10, for myself and my daughter, who was in town for a softball tournament. What happened was absolutely unacceptable.At 4:00 p.m. on the day of our arrival, while I was driving the four hours from Montreal to Syracuse, I received an email informing me that my reservation had been cancelled. The reason? Apparently, my name was on their “DO NOT RENT” list.When I arrived and tried to resolve the situation, I was told that the previous owners, Best Western, had provided them with a list of guests who were not to be rented to. According to the hotel, someone with my name had previously stayed at that exact property, had noise complaints, and had trashed a room.Here is the problem: I HAVE NEVER BEEN TO SYRACUSE BEFORE IN MY LIFE! I am a 42-year-old mother from Montreal who was travelling to attend her daughter’s softball tournament. I had never stayed at this hotel, yet I was being treated as though I had committed serious misconduct.I explained this repeatedly, but the staff told me there was nothing they could do because the hotel was now fully booked. No meaningful effort was made to verify the identity of the person they were confusing me with. I was told they had no address or phone number on file for the other individual that could help establish whether it was actually me.So let me get this straight: the hotel cancelled a confirmed reservation that I had made weeks in advance, based on a name on a list, without verifying the person’s identity. They made absolutely no effort to correct their mistake, even after I explained that I had never been to Syracuse before. Instead, they left me to deal with the consequences of their failure.I was left scrambling to find another hotel at approximately 9:00 p.m., in a city I had never visited, after a long drive. My daughter’s entire softball team was staying at the Grand Syracuse, and because of this situation, she had to spend the tournament weekend at a completely different hotel with me rather than with her teammates.I would strongly caution anyone considering staying here. What is the point of making a reservation weeks in advance if the hotel can cancel it on the day of arrival without properly verifying the information and leave you with no accommodation?The management of the Grand Syracuse needs to seriously reconsider how it handles guest complaints, identity verification, and reservation cancellations. This experience was stressful, humiliating, and completely avoidable.I would NEVER book this hotel again, and I would not recommend it to anyone. If you are travelling for an important event, especially with your children, do not assume that your confirmed reservation means you will actually have a room when you arrive.Absolutely unacceptable customer service and a complete failure to take responsibility for their own mistake.

Place is a scam. Stay here if you want to be charged a $250 cleaning fee and accused of smoking in the room! Said the room smelled so bad that they couldn't even resell the room which is really freaking funny since I didnt smoke in the room. They knew we were from out of state and thought they could pull a fast one as soon as we left.

We enjoyed our stay including the pool. Felt like your typical chain hotel. Only quibble was the yoghurt machine was not working in the morning and I would have love to have tried it.

Room wasnt clean and was left as if it hadn't been cleaned in weeks, no service at front desk Tried calling 6 times before my stay for information and they only picked up once

Felicia was amazing at both check-in and check out. There was an issue with the keys and anytime we needed in and out of our room we needed assistance from staff. The major issue we had.was there was very limited toilet paper on the roll and no additional toilet paper or tissues provided in the room.