2/10
We are writing to express our profound dissatisfaction with our recent stay at the Canopy by Hilton Ithaca from May 16th to May 19th, 2025, booked through Hotels.com. What was meant to be a celebratory graduation weekend turned into a nightmare due to a severe and unresolved issue with our room's air conditioning.
Upon check-in, we were assigned a room where the thermostat consistently read 78 degrees Fahrenheit for two nights. Despite our repeated complaints, the front desk was fully aware of the AC malfunction but failed to inform us of this critical issue when we checked in. This lack of transparency was incredibly frustrating, especially given the importance of the weekend. The front desk was aware of this issue but failed to inform us at check-in, which is unacceptable.
We received conflicting information from staff regarding the AC problem. It took until our last night to finally move rooms. What's worse, another family member checking in on Sunday was immediately placed on a different floor by the front desk due to the AC issue, highlighting the hotel's inconsistent handling of the situation.
While Hilton provided 50,000 points (equivalent to one night) and Hotels.com offered $25 KeyCash, we feel this compensation is insufficient for the prolonged discomfort and disruption. We've stayed at this hotel before without problems, making this a particularly frustrating experience.
We value our relationship with Hotels.com and urge you to reconsider the compensation offered.
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