The Statler Hotel at Cornell University

We were promised a rollaway bed, but after waiting more than four hours it never came. Randy, an associate, asked for my email after I filed complaints through the hotel app as suggested, but never followed up, and later the app chat wouldn't open. At checkout, nobody knew about my messages to Randy or the complaints. Staff seemed unfamiliar with their own systems and couldn't resolve things. When I asked for a manager, they gave me a phone number instead of addressing it there. The room itself was well maintained, but the rest of the stay showed serious gaps in staff training, communication, and service. It seemed that experienced employees may have been replaced by people without basic hospitality skills. We've stayed at The Statler several times over the years and usually had good experiences, so our October 25-26 visit was a real letdown. The airport pickup was late, check-in was disorganized, and when I asked to change from a queen to twin beds, the staff member asked, "For the same money?" as if it were an upgrade. There were billing concerns too. My card was charged twice for incidentals, $50 and $32.50, even though I confirmed the first charge had gone through. Shortly after, the card was compromised and I had to get a replacement. At checkout, the amount on the bill didn't match the terminal, and no one could explain the difference. If you know The Statler's earlier standards, this stay will disappoint. First-time guests might want to consider another property until these operating problems are fixed.

We switched hotels at the last minute and were pleasantly surprised by how well it worked out. The restaurant was amazing, and it was a great stay for both parents and kids. Highly recommend.

A nice, clean boutique hotel, with professional and friendly staff. I'd call it a very satisfying four-star stay, though not a five-star hotel. If you're visiting Cornell University for business or personal reasons, it's right there.

The hotel is generally excellent and well managed, but the number of dogs really affected my stay. I worked in the lobby for a couple of hours this morning, and it seemed like about a quarter of the guests had dogs. My allergies flared up badly. I know this is a broader trend, but it made the experience feel much like staying in a kennel.