Courtyard Syracuse Carrier Circle

I’ve been a Marriott customer for a long time and have counted on consistent quality and service, so this visit was a letdown. At check-in, the rate was raised from the amount I’d originally been quoted. The shower soap dispensers were empty, and there was trash left under the bed by a previous guest. I wouldn’t expect that at a Marriott. I hope management takes the feedback seriously and deals with these problems.

The room was clean and acceptable, and the front desk staff were very friendly. At check-in, I was told I’d signed up for the military rate rather than the state government rate. That was confusing because they were listed online at the same price. They did give me the rate I needed for reimbursement, which I appreciated. It took nearly 25 minutes just to order a glass of wine at the bistro. There are about seven other hotels in this complex, so I’ll probably try one of those next time.

Apart from one incident, I thoroughly enjoyed my hotel stay. But what happened in the lobby needs serious attention. I was sitting there with my daughter when we overheard a front desk employee speaking in a highly inappropriate way about colleagues. She named specific people, so there was no doubt who she meant. Her comments about the Spanish-speaking community were discriminatory, inflammatory, and deeply troubling. It left both of us uncomfortable and distressed. When I checked out, I asked the desk for the employee’s name. She visibly seemed irritated, rolled her eyes, and dismissively asked why I wanted to know. She identified herself as Kim. That reaction only added to the lack of professionalism we’d already witnessed. Marriott is a global brand that says it values inclusion, diversity, and respect for people of all backgrounds. There should be no place for prejudice, hostility, or judgment in a space meant to offer hospitality. Service workers have a responsibility to act with integrity, cultural sensitivity, and professionalism, whatever their personal beliefs. Disrespect creates discord, and hateful comments left unchecked in a workplace can make things hostile for both guests and staff. I trust this will be taken seriously and addressed with appropriate corrective measures to uphold the standards associated with the Marriott name.

My visit was for my SU freshman’s parents weekend, and I’d reserved a room back in January ’25 for late September ’25. Three days before check-in, the hotel emailed that a system glitch had led to overbooking and that my reservation was being cancelled. That explanation seemed dubious. They said they’d found a room at a “comparable” hotel for the same rate, but it was 40 miles away and not a Marriott. I didn’t want to be that far away for an important weekend, so I booked another Marriott in Syracuse on short notice. Those two nights cost $1,900 more than my original reservation. The GM at Courtyard Carrier Circle wouldn’t reimburse the difference, citing Marriott policy that its obligation ended with finding a “comparable” hotel. Apparently they decide for themselves what counts as comparable. Marriott corporate also wouldn’t take responsibility, leaving me out $1,900. To be fair, the GM offered a future two-night stay and another 2,500 Bonvoy points, worth roughly $10, I think. Neither offer met the actual need, which was two hotel nights somewhere near Syracuse. I know hotel “walking” may not be illegal or all that rare, unfortunately, but hotels being able to do this at their discretion is just bananas to me.