Randolph Hotel Liverpool Syracuse Airport West, Trademark

We booked three rooms for our family and guests to celebrate our daughter’s graduation—an important family milestone. Instead of a comfortable and safe stay, we were subjected to unacceptable, unsafe, and embarrassing conditions that significantly impacted this special occasion. • Rooms had wet floors, leaking ceilings, and non-functioning heating systems • We were forced to move rooms four separate times due to repeated issues • Hotel staff provided little to no meaningful assistance during these disruptions • The building was visibly deteriorated, with bubbling walls and ceilings caused by water damage • The elevator appeared unsafe, making loud rattling noises during operation and when stopping • The overall condition of the property was not fit for paying guests and should not have been rented in its present state I also reviewed multiple customer reviews posted on Wyndham’s own platform during our stay, including numerous 0-star and 1-star reviews describing nearly identical issues. We want to ask for 100% refund for this reservation.

The hotel needs upgrades. Wallpaper is pealing in halls, carpets are old, bathrooms are small

My second time staying here, definitely prefer over similar hotels in this area. Pleased with the extra clean room and lotions and soaps are nice quality. The pool is closed for a renovation. Breakfast could be better. Lobby's Water/Coffee/Teas supply needed attention. Friendly Front Desk Staff.

The parking was secure. Everything was well lit.. The the hotel definitely showed its age. A lot of the base molding, especially on the 5th floor was gone. Also, the wallpaper definitely needs to be replaced. On the positive side, our room was clean and spacious and the bed was super soft. That was right up our alley. Air conditioning worked perfectly. We will definitely stay again. The morning breakfast was a little rough, we had an everything bagel. It would have been nice to have cream cheese. There was no tea available for my wife. She definitely would have enjoyed that.

No one told us this property was undergoing renovations! Knowing this might have helped us feel better about things. The New Manager is "a keeper"; he went over and above. We might have leaf and demanded a refund if he had not intervened. One of the front desk staff was neglectful and uncaring a first. He assigned us a room on a floor that no one was supposed to be using. The new Manager got that all changed and we believe this property will be worthy of the Wyndham name before this year ends. It is a really good property now; the changes and upgrading that are underway now will make all the difference in the world. We had a good stay.