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Reviews of Best Western Gateway Adirondack Inn

2.5 out of 5
Best Western Gateway Adirondack Inn
175 N Genesee St, Utica, NY

Reviews

7.4

Good

Rating 10 - Excellent. 164 out of 665 reviews" "
Rating 8 - Good. 261 out of 665 reviews" "
Rating 6 - Okay. 137 out of 665 reviews" "
Rating 4 - Poor. 65 out of 665 reviews" "
Rating 2 - Terrible. 38 out of 665 reviews" "

7.8/10

Cleanliness

8.2/10

Staff & service

6.8/10

Amenities

7.2/10

Property conditions & facilities

7.2/10

Eco-friendliness

Reviews

10/10 Excellent

Christine

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It’s a good place to stop for the night when traveling through the area.
Stayed 1 night in Apr 2024
Response from Manager on Apr 23, 2024
Hello Christine,We appreciate you choosing our hotel for your stopover. Should you have any feedback or concerns, please feel free to reach out to our management team. Your input is valuable to us as we strive to enhance our guests' experiences.

4/10 Poor

Penny

Traveled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Property is showing wear, bed was very uncomfortable. Bathroom had hair all over the floor. Room was non smoking but someone had been smoking in it, very strong smell of cigarettes. Took a very long time to check in. I would not recommend this hotel
Stayed 1 night in Apr 2024
Response from Manager on Apr 17, 2024
Hello Penny, We appreciate your feedback and apologize for any inconvenience experienced during your stay. Guest satisfaction is important to us, and we take all comments seriously in order to improve our services. We encourage you to reach out directly to the management team to address your concerns further. Thank you for sharing your experience with us.

10/10 Excellent

MARK, Estero

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The room was very clean and well-maintained. The staff is very polite and helpful especially upon check-in and checkout. We were in a room at the end of the main building, and it was very quiet there all night.
Stayed 1 night in Apr 2024
Response from Manager on Apr 14, 2024
Hello MARK,We are delighted to hear that you found your room clean and well-maintained, and our staff polite and helpful. We are pleased that you enjoyed the quietness of your room location at the end of the main building. Your positive feedback is greatly appreciated.

8/10 Good

Jane

Liked: Cleanliness, staff & service
Stayed 1 night in Apr 2024
Response from Manager on Apr 14, 2024
Hello Jane,We're thrilled to hear you enjoyed your stay with us. We hope to welcome you back soon for another delightful experience!

10/10 Excellent

Candy

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Clean rooms, comfortable bed.
Stayed 1 night in Apr 2024
Response from Manager on Apr 9, 2024
Hello Candy,We appreciate your positive feedback on our clean rooms and comfortable beds. Your satisfaction is important to us, and we hope to welcome you back in the future. Thank you for choosing to stay with us.

10/10 Excellent

Ronald

Looked good. Like location
Stayed 1 night in Apr 2024
Response from Manager on Apr 9, 2024
Hello Ronald,We're glad to hear you enjoyed our hotel's location. Our team strives to provide a comfortable stay for all our guests. If there's anything we can do to make your next visit even better, please don't hesitate to reach out.

10/10 Excellent

Tracey

Stayed 5 nights in Mar 2024
Response from Manager on Apr 17, 2024
Hello Tracey,We are thrilled to hear that you had a wonderful stay with us! We hope to welcome you back soon for another exceptional experience.

4/10 Poor

Victor

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Never going back!
Stayed 2 nights in Feb 2024
Response from Manager on Feb 16, 2024
Hello Victor,We're sorry to hear that you don't plan on returning. We appreciate your feedback and invite you to connect with our management team to discuss your experience further.

10/10 Excellent

David

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jan 2024
Response from Manager on Jan 17, 2024
Hello David,We are delighted to hear that you had a fantastic experience during your stay with us! We appreciate you choosing our hotel and hope to have the pleasure of welcoming you back in the future.

10/10 Excellent

Robert

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Jan 2024
Response from Manager on Jan 10, 2024
Hello Robert,Thank you for staying with us! We're thrilled that you had a wonderful experience at our hotel. We greatly appreciate your support and hope to welcome you back in the near future. Please don't hesitate to reach out if there's anything else we can assist you with.

2/10 Terrible

Mitchell

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023
Response from Manager on Jan 8, 2024
Hello Mitchell, We're sorry to hear that your stay fell short of expectations. We encourage you to reach out to our hotel directly to discuss any specific issues you encountered, so we can address them promptly and ensure a better experience for future guests.

8/10 Good

Ira

Stayed 1 night in Nov 2023
Response from Manager on Dec 16, 2023
Hello Ira, We appreciate you choosing our hotel for your stay. If there's anything specific you would like to share about your experience, we encourage you to reach out to us directly. We value your feedback and would love to address any concerns you may have. We hope to welcome you back in the future for an even better stay.

10/10 Excellent

shannon

Stayed 2 nights in Oct 2023
Response from Manager on Nov 18, 2023
Hello shannon,Thank you for taking the time to share your feedback. We appreciate your high rating and are delighted that you had such a wonderful experience during your stay. We strive to consistently provide excellent service and exceed our guests' expectations. We hope to welcome you back again soon for another exceptional stay.

10/10 Excellent

Kathleen

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great location, reasonably priced, comfortable and clean.
Stayed 1 night in Nov 2023
Response from Manager on Nov 16, 2023
Hello Kathleen,Thank you for your review! We are delighted to hear that you enjoyed our convenient location, affordable rates, and comfortable and clean accommodations. Your satisfaction is our top priority, and we hope to welcome you back in the future for another pleasant stay.

6/10 Okay

Kirk

Stayed 1 night in Nov 2023
Response from Manager on Nov 16, 2023
Hello Kirk,We aim to make every guest's stay enjoyable, and we apologize if we do not meet your expectations. We would like to learn more about your visit to address any issues that led to your low rating and improve our services in the future. Please feel free to contact us if you have any comments or suggestions.

8/10 Good

Nancy

Stayed 1 night in Nov 2023
Response from Manager on Nov 29, 2023
Hello Nancy,Thank you for choosing our hotel for your stay! We hope you had a pleasant experience. If there is anything we can do to make your next stay even better, please don't hesitate to reach out to us directly. We appreciate your feedback and look forward to welcoming you back soon.

4/10 Poor

Guy

Traveled with family and small children, Business traveler
Liked: Staff & service, property conditions & facilities
Disliked: Amenities
We checked out early. We left at 7:30pm Saturday night. Upon returning from the hockey rink. We walked in the back entrance as we had been doing since Friday afternoon. When he walked in the smell of marijuana was extremely overwhelming. I would no allow my Son to even walk in. When we opened the room door the smoke billowed into the room making it unbearable. My wife and I decided at this point to pack up. We ended up staying with friends of ours playing in the same tournament. I then drove upfront to check out and told the attendant the reason for the early check out. The attendant stated they had been having trouble with employees from Wendy’s coming over and smoking in the back. I then informed her this was definitely someone who was staying in a room on the back end. Given the fact that I am a Police Officer there was no way I could allow in good conscience my Wife or 13 year old sone be subjected to that. IT WAS THAT BAD!!!
Stayed 2 nights in Nov 2023
Response from Manager on Nov 8, 2023
Hello Guy,Thank you for sharing your feedback with us regarding your recent stay. We apologize for any inconvenience you experienced due to the smell of marijuana in the back entrance and your room. Our team is aware of the issue and is taking steps to address it. We appreciate your understanding and want to ensure that we provide a comfortable and enjoyable stay for all our guests.

6/10 Okay

Wayne

Traveled with partner
Liked: Staff & service
The room was quiet claustrophobic, only had one window window which faced a hallway so obviously couldn’t have the curtains open. Possibly the smallest bathroom ever, cobwebs in the room corners and a couple broken lamp shades. Foot traffic stains showing on the carpet even though they advertise as newly remodeled. And you have to put out a sign if you want housekeeping, we missed that one. On the good side, staff was friendly, bed was comfortable, water was hot and continental breakfast was good. I guess it’s fine if you just need a bed and a hot shower.
Stayed 2 nights in Oct 2023
Response from Manager on Nov 1, 2023
Hello Wayne, Thank you for leaving your review about your recent stay. We appreciate your feedback regarding the size of the room, lack of natural light, and issues with the bathroom and broken lamp shades. We apologize for any inconvenience these may have caused. However, we are pleased to hear that you found our staff friendly, the bed comfortable, and enjoyed our hot water and continental breakfast. We value your feedback as it helps us improve our services. We hope to have the opportunity to welcome you back in the future.

10/10 Excellent

Paulette

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 4 nights in Oct 2023
Response from Manager on Oct 20, 2023
Hello Paulette,Thank you for the exceptional rating! We strive to deliver the best possible experience to our guests. We hope to welcome you back soon!

8/10 Good

Patricia

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Staff were very friendly & accommodating & helpful
Stayed 2 nights in Oct 2023
Response from Manager on Oct 18, 2023
Hello Patricia,Thank you for your kind words! We're delighted to know that our staff provided you with friendly and helpful service throughout your stay. We appreciate your feedback!

6/10 Okay

DONALD

Location poor. Breakfast staff let food items run out and were slow to restock eggs, coffee, fruit, bread. Staff were not in a hurry. Front desk could not print a receipt. Door keys did not work - twice.
Stayed 1 night in Oct 2023
Response from Manager on Oct 18, 2023
Hello DONALD, We apologize for the inconvenience you experienced during your stay. Your feedback has been duly noted and we will take the necessary steps to address these issues. Thank you for bringing them to our attention.

8/10 Good

SUSAN I

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
The continental breakfast was not that good Not much variety and orange juice was dreadful. Stop using city water to make the juice.
Stayed 1 night in Oct 2023
Response from Manager on Oct 15, 2023
Hello SUSAN I,We apologize for the unsatisfactory experience with our continental breakfast. We will definitely look into improving the variety and quality of the offerings. Thank you for bringing this to our attention.

4/10 Poor

Melissa

Liked: Staff & service
Disliked: Property conditions & facilities
I didn’t like getting up in the middle of the night to find the bathroom door somehow locked. Had to go to front desk
Stayed 1 night in Oct 2023
Response from Manager on Oct 16, 2023
Hello Melissa, We apologize for the inconvenience you experienced with the bathroom door. Please rest assured that we will address this issue promptly. Thank you for bringing it to our attention.

8/10 Good

teresa

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Sep 2023
Response from Manager on Oct 14, 2023
Hello teresa,Thank you for your positive rating! We are happy to hear that you enjoyed your stay with us. We look forward to welcoming you back soon.

6/10 Okay

Verified traveler

Liked: Cleanliness, staff & service
Ok
Check in was pleasant. Room was fair. It smelled old. Pillows and sheets were hard and rough. The room was clean and had some nice conviences like microwave and fridge. The breakfast was fine, pretty standard hotel breakfast.
Stayed 1 night in Oct 2023
Response from Manager on Oct 10, 2023
Hello Guest ,It is our main ambition to meet the many different needs of our guests and we are so happy to have met your expectations. We appreciate your kind comments they will serve as an encouragement to the staff to always provide the best to every guest. We hope to impress you again during your next visit and we thank you for sharing your experience.

2/10 Terrible

Biswajit

Traveled with family
Disliked: Cleanliness, property conditions & facilities, room comfort
Horrible experience
Room carpet is never cleaned, bathroom fan switch is non existent. No sink in the bathroom. Outside sink is clogged. Bath tub valve doesn’t function. Run mat is old and extremely dirty. Air Conditioning doesn’t work either. Room lock gets stuck and breakfast is cold brought in a plastic to dump in a tray in front of all customers. We were sick.
Stayed 1 night in Sep 2023
Response from Manager on Oct 10, 2023
Hello Biswajit, We apologize for your recent stay. We are saddened to hear that you didn't enjoy yourself while with us. It is our goal to meet all our guests� expectations. We hope you will give us a chance to redeem ourselves in the future.

2/10 Terrible

Chandana

Stayed 1 night in Oct 2023
Response from Manager on Oct 7, 2023
Hello Chandana, We appreciate you taking the time to rate your experience. We would love to have the opportunity to provide you with an another stay. Please keep us in mind for a future stay.

6/10 Okay

Stuart

Traveled with partner
Liked: Staff & service, amenities
The hotel is a bit tired in need of an update. The strips on the magnetic key cards are affected by keeping them next to the magnetic field on an iPhone, which is annoying. The breakfast area was well stocked and kept clean by attentive staff.
Stayed 2 nights in Sep 2023
Response from Manager on Oct 5, 2023
Hello Stuart ,Hello Stuart, Thank you for taking the time to share your comments regarding our staff and area. Through guest feedback like yours we are better able to enhance guest experience; so thank you.

6/10 Okay

Shirley

Liked: Amenities
Noisy at night
Stayed 1 night in Sep 2023
Response from Manager on Oct 1, 2023
Hello Shirley,On behalf of our entire staff, we thank you for choosing our hotel and appreciate what you have shared regarding our hotel. Thank you for choosing our hotel. We appreciate your business and hope to see you again soon.

10/10 Excellent

Erika

Liked: Cleanliness, staff & service, property conditions & facilities
So accommodating
Stayed 1 night in Sep 2023
Response from Manager on Sep 26, 2023
Hi Erika,Thank you for being our guest with us and taking the time to share. We always want to provide our guests with a comfortable stay, and a rating like yours serves as encouragement to all of us. It was our pleasure accommodating you, and we look forward to welcoming you back soon.

6/10 Okay

Robert, Dillsburg

Disliked: Cleanliness, staff & service
Stayed 1 night in Sep 2023
Response from Manager on Sep 21, 2023
Hello Robert, We appreciate your feedback. Thank you for staying with us. Please let us know if you find yourself back in the area. We would love to have a chance to serve you again.

6/10 Okay

Ilan

Traveled with family
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Was a last minute reservation, the hallway and rooms had a stuffy smell possibly from the carpets. Everything else was average. Staff were friendly
Stayed 1 night in Sep 2023
Response from Manager on Sep 20, 2023
Hello Ilan, Know that your voice is of tremendous importance to us. We value your business and thank you for the insight regarding our staff. Please consider staying with us again so that we can have the opportunity to provide you with a better experience.

6/10 Okay

Karin

Liked: Cleanliness, staff & service
Average pet friendly hotel in a good location
We needed a pet friendly room on our way back to Chicago and stopped here for the night. Check in was fine but the door to our room was difficult to open and jammed with the dead bolt engaged. Room was spacious and clean. Tub/shower very dated.
Stayed 1 night in Sep 2023
Response from Manager on Sep 17, 2023
Hello Karin,We are always striving to improve our offerings and that is why your input is so important. Thank you for sharing your experience and comments pertaining to our shower and room. Your voice is very valuable to us and we hope you will return on your next travels.

2/10 Terrible

ovoke

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Sep 2023
Response from Manager on Sep 17, 2023
Hello ovoke,Thank you for taking the time to share your rating. Please reach out and share your feedback if something didn't meet your needs. We hope to earn your business again on your next travels.

10/10 Excellent

Sharon

Liked: Cleanliness, staff & service, property conditions & facilities
It was fine
Stayed 1 night in Sep 2023
Response from Manager on Sep 14, 2023
Hello Sharon,It means so much to have earned your business. We appreciate the feedback regarding our hotel. On behalf of our entire staff, we thank you for choosing to stay with us and we hope you will give us a chance to serve you again.

2/10 Terrible

Hector

Disliked: Cleanliness, staff & service
Stayed 2 nights in Sep 2023
Response from Manager on Sep 8, 2023
Hello Hector, Thank you for being a guest with us and for taking the time to share your rating. We hope to earn your business again when you return to the area.

8/10 Good

Sheri

Liked: Cleanliness, staff & service, property conditions & facilities
Shaniqua at the front desk was awesome!
Stayed 1 night in Aug 2023
Response from Manager on Sep 2, 2023
Hello Sheri,Your feedback is very welcome as it helps us to continuously grow and evolve. Thank you for sharing your honest comments pertaining to our front desk. Through guest feedback like yours we are better able to enhance guest experience; so thank you.

8/10 Good

Susan

Liked: Cleanliness, staff & service, property conditions & facilities
Housekeeping staff were excellent .. very kind helpful and friendly ……and the young lady at the front desk on evening shift was very friendly and helpful to everyone ….
Stayed 8 nights in Aug 2023
Response from Manager on Aug 31, 2023
Hi Susan,I am so happy to learn that you enjoyed our hospitality, service, and accommodations. It is rewarding to hear that we have succeeded in making your stay pleasant and that you experienced no difficulties with our services or amenities. Your compliments on our hardworking staff mean a lot to us. We are so glad that your stay was enjoyable, and we look forward to seeing you again!

4/10 Poor

Geraldo

Traveled with family
Liked: Staff & service
Disliked: Cleanliness, amenities
The room was not properly clean
Stayed 1 night in Aug 2023
Response from Manager on Aug 30, 2023
Hello Geraldo, Thank you for taking the time your feedback is especially important to us, and I am saddened to hear of your experience. Please rest assured that we are taking the appropriate measures to address the problem and prevent any future occurrences with housekeeping issues. We continuously strive to meet your needs and expectations. We appreciate the time you took to share your concerns, and it is our hope that you will give us the opportunity to better serve you in the future.

6/10 Okay

Jimmy

Stayed 1 night in Aug 2023
Response from Manager on Sep 14, 2023
Hello Jimmy,It was our privilege to earn your business and we hope to host you again on your next trip.

10/10 Excellent

Rita

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
The hotel was clean quiet and staff was amazing
Stayed 1 night in Aug 2023
Response from Manager on Aug 26, 2023
Hi Rita,We appreciate you sharing your kind review. It's great to hear that you enjoyed our friendly service and clean accommodation. Thank you for your time in reviewing our hotel. Your words serve as an encouragement to our associates who strive to provide a pleasant stay.

6/10 Okay

Colin

Liked: Staff & service, amenities, property conditions & facilities
The room 240 smells a bit stale Oder .
Stayed 1 night in Aug 2023
Response from Manager on Aug 15, 2023
Hello Colin, I sincerely apologize for your experience; this is not the impression we want to leave our valued guests with. Thank you for bringing to our attention the odor in your room, with your feedback we can deep clean and return the freshness of our accommodations. We are sorry there was not a solution during your stay. We hope you will give us another chance to provide you with a superior experience the next time your travels bring you back to the area.

4/10 Poor

Jesse

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Aug 2023
Response from Manager on Aug 17, 2023
Hello Jesse, Thank you for taking the time to give us your feedback, we thank you for your insights regarding your experience. Your ratings are appreciated, and we hope to have you back again during your next visit to the area.

10/10 Excellent

Kerry

Stayed 1 night in Aug 2023
Response from Manager on Sep 2, 2023
Hello Kerry,On behalf of our entire staff - It was our pleasure to provide you such a wonderful experience. We would love to see you back on your next trip to the area.

6/10 Okay

Ned

It is just an average hotel, staff was cordial, not outstanding. Building itself is old, sturdy, somewhat worn and definitely dated & overpriced for what is there. It served for the one night, but hardly a ‘destination’ property.
Stayed 1 night in Aug 2023
Response from Manager on Aug 10, 2023
Hello Ned,I sincerely apologize for the conditions of the hotel. We are currently working on fixing these issues. We appreciate your feedback and hope you give us another chance to turn this experience around. Thank you for staying with us and have a great day.

8/10 Good

Marijke, Somerville

Liked: Staff & service, property conditions & facilities
Stayed 1 night in Aug 2023
Response from Manager on Aug 8, 2023
Hello Marijke,We appreciate your feedback. Thank you for staying with us. Please let us know if you find yourself back in the area. We would love to have a chance to serve you again.

2/10 Terrible

Luke

No review
Stayed 1 night in Jul 2023
Response from Manager on Aug 3, 2023
Hello Luke, Thank you for sharing your experience, and I am deeply sorry for the inconveniences that you encountered during your stay. The fact that we have failed to meet your full expectations is disappointing and we are determined to work even harder towards ensuring that each guest enjoys a great experience. Please reach out to us so we can gather more information and investigate this matter. I hope you will find your expectations to be far surpassed if you ever returned to the area, we would like to invite you back for another stay.

6/10 Okay

David

Liked: Cleanliness, staff & service
Average
Lobby smelled strongly of Pine-sol. Quite irritating. Bed was too high and not comfortable at all. However shower was good, breakfast was very good. When we checked in at 10 pm the room we were given was not made up. The desk clerk did great she came right down with keys fir a nearby room, and all was then ok. Service was good but tools were rough and sheets were coarse-not quite up to what we normally get with most Best Westerns.
Stayed 1 night in Jul 2023
Response from Manager on Jul 15, 2023
Hello David,We are continuously improving upon our services and accommodations and want to thank you very much for your comments about our bed and breakfast. On behalf of our entire staff, we thank you for choosing to stay with us and we hope you will give us a chance to serve you again.

10/10 Excellent

James, Plattsburgh

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities
Great location with reasonable prices close to downtown. Lots of dining options within walking distance. Rooms comfortable. Bathrooms a little small, but clean and up to date. Staff friendly and accommodating.
Stayed 2 nights in Jun 2023
Response from Manager on Jun 27, 2023
Hi James,Thank you for taking the time to give us your feedback, it is wonderful to hear that you enjoyed your stay and that you have rated our hospitality so highly. We appreciate your sharing how we met your expectations with our friendly services, and to know the clean accommodations and convenient location also worked well for you. We are thrilled your experience was so pleasant and we hope to serve you again the next time your travel plans bring you back to the area.

10/10 Excellent

grace C

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Quiet and Clean
Clean, quiet, comfortable. We felt very safe. We walked to nearby restaurants. Everyone was friendly.
Stayed 4 nights in Jun 2023
Response from Manager on Jun 21, 2023
Hi Grace C,We are delighted to discover you thoroughly enjoyed the nearby shopping, activities, and dining options. We are so happy to have met your needs with our comfortable accommodations and friendly atmosphere and look forward to your future stay when your travels bring you back this way.