Courtyard by Marriott Ithaca Airport/University

I booked and paid for the room through USAA perks. At check-in, they added an $80 fee but couldn't give me a receipt. The next morning there was another charge, this time $65, and again no receipt. I've now paid $195 for a room worth $120, and they haven't responded to my questions about what the charges are for.

Aside from the room mix-up, the hotel was well kept for its age, the beds were comfortable, and the location was just right for Cornell. I'd stay again. We were frustrated at first because we'd booked well ahead and called multiple times three weeks Pryor to confirm, yet were told there were no clean rooms because the hotel was oversold. We didn't have the patience to go elsewhere. After settling in, my husband asked whether we'd been rude to the gentleman working check-in. I can't remember his name, but he's the Kappa. We went back to apologize since the situation wasn't his fault, and he'd tried to do everything he could. Thanks again, Mr. Kappa, for putting up with our frustration. It was nice to see a young man at check-in.

The team here makes the hotel stand out. From Karen on my first stay, whose warmth and professionalism set the tone, to Christy at check-in, Moe at The Bistro, and Dante on the night audit, everyone has delivered that welcoming Marriott hospitality. They're friendly, helpful, and clearly take pride in their work. I've stayed at the Courtyard Marriott a couple of times, and the staff are why I keep choosing the brand.

Jelissa turned a terrible night around for us. She was so kind and warm that she had us laughing and smiling, and she seems perfectly suited to customer service. The room was decent, but this five-star rating is really for the wonderful service she gave us.