Exterior

Reviews of Candlewood Suites - Syracuse Airport, an IHG Hotel

2.5 out of 5
Candlewood Suites - Syracuse Airport, an IHG Hotel
5414 South Bay Road Town of Salina, North Syracuse, NY

Reviews

6.8
Rating 10 - Excellent. 289 out of 991 reviews" "
Rating 8 - Good. 274 out of 991 reviews" "
Rating 6 - Okay. 130 out of 991 reviews" "
Rating 4 - Poor. 114 out of 991 reviews" "
Rating 2 - Terrible. 184 out of 991 reviews" "

7.4/10

Cleanliness

7.6/10

Staff & service

6.4/10

Amenities

6.8/10

Property conditions & facilities

5.6/10

Eco-friendliness

Reviews

4/10 Poor

Bob

Traveled with partner
Disliked: Property conditions & facilities
Stayed in Room 326. Note following problems: 1. Window opening: Could not secure: High wind noise and cold air coming in all night 2. Toilet not functioning properly (running constantly)
Stayed 1 night in Mar 2024

2/10 Terrible

Pranav

Traveled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Big .. big cleaning issue. Cannot walk on barefoot .
Stayed 1 night in Mar 2024

2/10 Terrible

James

They did not have a room for us.
Stayed 1 night in Mar 2024

6/10 Okay

Ronald

Traveled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Doesn't cost a lot to stay and i know why.Been there several times cause it so close to the airport and want to be close when taking a flight early.Will be finding a new airport hotel for next year.
Stayed 1 night in Mar 2024

4/10 Poor

Dan

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Overall not the nicest place to stay. Broken fork in the drawer and bugs in the bathroom. Strong smell of smoke everywhere
Stayed 1 night in Mar 2024

2/10 Terrible

Karen

Traveled with partner
Disliked: Cleanliness, amenities, property conditions & facilities
The shuttle was not available. Staff said broken down. The phone in room was not working so no wake up call was available. Lights on room not working.
Stayed 1 night in Mar 2024

2/10 Terrible

Julie

Traveled with group, Traveled with pets
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
I would never stay at this hotel again, and I would never recommend it to anybody. I have never stayed in a hotel that was as dirty, and obviously had not been cleaned in quite a while. We could barely get into the room because the door was slightly off the hinges. There were no dishes in the cupboards, other than one cup and one plate. They had pots and pans in a drawer that looked like they had never been washed the TV remote did not work, the furniture was old and the leather chair was so worn that it was flaking off. I’m not sure I would stay in another candlewood suites again.

8/10 Good

Beth, Gainesville

Liked: Cleanliness, staff & service
Stayed 2 nights in Feb 2024

4/10 Poor

James

Disliked: Cleanliness, staff & service, property conditions & facilities
No remote for TV, toilet didn't flush and staff not friendly. Cleanliness was marginal, very run down. Would not stay there again.
Stayed 1 night in Feb 2024

2/10 Terrible

Erika

Business traveler, Traveled with family
Disliked: Staff & service, property conditions & facilities
When we arrived at 2:55, the girl at the front desk was very rude and said we couldn’t check in until 3pm. No problem. We sat down in a chair to wait. At exactly 3, we walked back up and she was surprised to see us and asked what she could help us with. Very odd considering we just spoke to her. Once we got to the room, the tv didn’t work and it smelled like smoke.
Stayed 1 night in Feb 2024

10/10 Excellent

Doug

Liked: Cleanliness, staff & service, property conditions & facilities
Safe parking area, well lit. Courteous staff. Helpful.
Stayed 1 night in Feb 2024

6/10 Okay

Joanne

Traveled with family
Liked: Staff & service
Disliked: Property conditions & facilities
The property has seen better days, the room was clean just outdated. The lighting and flooring was weird reminded me of a hospital room. Staff was friendly.
Stayed 1 night in Feb 2024

2/10 Terrible

Luke

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Feb 2024

2/10 Terrible

matthew

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Jan 2024

2/10 Terrible

Kristine

Business traveler
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
We were going to stay to be close to the airport. Staff sent us to an occupied room. 2nd room was unkept..pleather peeling off the chair…carpet smells whole building does really. Positive to say…we were refunded.
Stayed 1 night in Jan 2024

2/10 Terrible

Nico

Stayed 1 night in Jan 2024

10/10 Excellent

Robert

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Jan 2024

2/10 Terrible

Gregory

Traveled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Tried to check us in to a room that was already occupied. Room was filthy
Stayed 1 night in Jan 2024

4/10 Poor

Kathryn

Disliked: Property conditions & facilities
Treadmill in the gym didn't work. Advertised as having airport shuttle, but they did not. Lights in the room were on motion sensors so kept turning off when we didn't want them to.
Stayed 1 night in Jan 2024

2/10 Terrible

Doug

Disliked: Amenities
Make sure you check your bank account. They charged my bank card for two different times and reservation was made through Expedia pre booked and paid
Stayed 8 nights in Dec 2023

2/10 Terrible

Marylene

Traveled with family
Disliked: Cleanliness, property conditions & facilities
Old No shuttle
Stayed 1 night in Jan 2024

6/10 Okay

Kathleen

Liked: Staff & service
I don’t remember this hotel being this dated or run down. But it was convenient
Stayed 1 night in Dec 2023

2/10 Terrible

Gary

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Room was dirty, the smoke detector was hanging from the wall, there were people hanging around in the hallways and the first floor and second floor smelled like weed. I decided to check out and asked for a refund which I was told would be taken care of and I have not received yet and she is unreachable and I called IHG multiple times with no positive results. 0 out of 10!
Stayed 2 nights in Oct 2023

4/10 Poor

Jason

Disliked: Property conditions & facilities
Stayed 1 night in Dec 2023

8/10 Good

Brigita

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Dec 2023

2/10 Terrible

jessica

Stayed 1 night in Dec 2023

4/10 Poor

Dakota

Traveled with family and small children
Liked: Staff & service, property conditions & facilities
Disliked: Cleanliness
The pull out bed had been eaten by a dog and stuffing was all over. I don't know how anyone could get the room ready and not see that. Also, the floor was so sticky I don't think it has been mopped in years. The only good thing about the stay were the front desk staff who were great.
Stayed 1 night in Dec 2023

2/10 Terrible

ABBAS, San Marcos

Business traveler, Traveled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
No one at the desk to check guests in. All guests staying around for hours, no one to see. Phone number left to call. No one answered the calls. All guests give up waiting and leave to find alternate accommodations. I went to Econolodge near by and paid for the night again. I need my refund from the Candlewood suites. This is an unreal situation. I have never seen anything like it. The place smells worse than dispensary for the drugs. A visitor can easily feel the impact of the smoke just by breathing in that environment. It is a wander a place like this can stay in business.
Stayed 1 night in Oct 2023

4/10 Poor

Remigio

Disliked: Cleanliness, staff & service, property conditions & facilities
Very poor

10/10 Excellent

Porkwasa

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Quiet
Stayed 2 nights in Dec 2023
Response from laura on Dec 18, 2023
thank you for your feedback

2/10 Terrible

Lloyd, Watertown

Traveled with partner
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Room was dirty. Piles of trash under the bathroom sink. Walls and floor dirty and sticky. No remote for tv. Bathroom light did not work. Walls scuffed. Recliner arm on chair missing. Pictures on the walls missing just hooks. Reported to staff on duty, only her 2nd day, so not her fault.
Stayed 1 night in Nov 2023

8/10 Good

Jorge

Traveled with family
Liked: Cleanliness, staff & service
Close to the airport, but they no longer have the asvertised shuttle. So I had to pay for a taxi
Stayed 1 night in Nov 2023

2/10 Terrible

Pulin

Traveled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
How does this property have a IHG flag ? One of the most terrible experience in a hotel/motel ever and I have run hotels/motels in the past. Sorry to report this but please look in to this properties condition and the way it’s managed….🙏
Stayed 1 night in Nov 2023

4/10 Poor

Jorge

Traveled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Could be better
Looks like the bathroom had not been cleaned from previous occupants. Airport shuttle is listed as an amenity, but it has been discontinued months ago.
Stayed 1 night in Nov 2023

4/10 Poor

Lisa

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Clerk at registration was not polite. Very soft spoken. (I wear hearing aids) I chose this hotel due to the free airport shuttle. It no longer has this service. Room was filthy. Very dusty. Bathroom was not clean. No blanket on the bed. Instead there were 3 sheets.
Stayed 1 night in Nov 2023

6/10 Okay

Monika

Stayed 1 night in Nov 2023

6/10 Okay

JOHN

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
it was good
Stayed 1 night in Nov 2023

2/10 Terrible

ERIC

Disliked: Cleanliness, staff & service, property conditions & facilities
Over booked never stayed no rooms available
Stayed 2 nights in Nov 2023

2/10 Terrible

latoya, Brooklyn

Business traveler, Traveled with family
Disliked: Cleanliness, staff & service, property conditions & facilities
When you book online and already pay for it they charge you again on your card now u have to fight for your money back they double charge. They double charge a lot of ppl this weekend in Syracuse for family weekend and management wasn’t on site to help which Kelly should’ve been knowing it was a busy weekend.
Stayed 2 nights in Nov 2023

2/10 Terrible

jermaine

Traveled with group
Disliked: Cleanliness, staff & service, property conditions & facilities
Hotel is very very very very dirty
Stayed 1 night in Nov 2023

2/10 Terrible

Andre

Business traveler
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities, room comfort
Stayed 1 night in Nov 2023

2/10 Terrible

D'Ann

Traveled with family
Property seemed to going through a transition. Website promised shuttle service and did not deliver! They said the van was in for repairs, but according to reviews it’s been out for a while. Clerk lied to me and said it was no longer listed on brand site…but it was still listed as providing the service last night when I checked. The main reason I choose this hotel was proximity to the airport and shuttle service. I spent an additional $40 on 2 trips to the airport. The deception and excuses show a lack of integrity at this location. Someone needed to make the decision to rent a vehicle to service their guests instead of making excuses. Thank You….
Stayed 1 night in Nov 2023

2/10 Terrible

Caleb

Traveled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Do not waste your money here. Where to start? Sticky floors…remnants of previous guests’ one night fantasies under the bed…smoke and other smells emanating from the furniture. Spent seven uncomfortable hours (didn’t even think about taking my socks off, much less showering) waiting to leave only to find the airport shuttle was not in service, and hasn’t been for years (even though it is advertised on both the hotel website and Expedia. Go across the parking lot. Sticker price might be a smidge higher, but factor in the taxi cost to get to the airport versus the competitor’s free (working) shuttle along with your peace of mind and you’ll be happier. Never again!!
Stayed 1 night in Oct 2023

2/10 Terrible

Lori

Stayed 1 night in Nov 2023

6/10 Okay

Michael

Disliked: Property conditions & facilities
Dirty bathrooms and hallway. Bed was comfortable
Stayed 2 nights in Nov 2023

2/10 Terrible

Bonnie

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 5 nights in Oct 2023

6/10 Okay

Jeffrey

Business traveler
Liked: Staff & service, room comfort
Disliked: Cleanliness, property conditions & facilities
Stayed 1 night in Oct 2023

2/10 Terrible

Christopher

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Terrible experience
When I arrived at the hotel nobody was at the front desk. Finally after 10 minutes someone comes I get my key, go to my room and the room is gross. There is a pile of towels in the middle of the floor and trash. I also heard someone in the bathroom. Someone was already in the room. When I go back downstairs nobody is at the desk. I waited for almost 30 mins. I left and went to holiday inn to get a room. I ended up spending an additional $154.19. The following morning I went back to candlewood to tell what happened & to return the key to prove I had originally got a room there. I was told I would receive a refund I have yet to hear anything. The experience was unprofessional and gross.
Stayed 1 night in Oct 2023

2/10 Terrible

Louisa

Traveled with family
Disliked: Cleanliness, staff & service, amenities
Filthy
Stayed 2 nights in Oct 2023

10/10 Excellent

Nina M

Liked: Staff & service, property conditions & facilities
Disliked: Amenities
Had coffee in room but no coffee maker. My room smelled like a a cigarette. Room not well cleaned
Stayed 1 night in Oct 2023