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“Nice folks, but lousy room”

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Country Inn & Suites By Carlson, Big Flats (Elmira)
Ranked #3 of 11 Hotels in Horseheads
Certificate of Excellence
Reviewed 19 August 2017

4th floor king suite was well laid out but you could smell the Lysol drenched carpet, furniture where someone's had smoked before. We checked in around 7 and gagged. But we were too tired to say anything. However, later that evening as we first walked into the bathroom, there was a large puddle of water at the bath entrance. Source was a leaky pipe under the sink. We later said something to the manager who somewhat reluctantly but politely gave us a $23 room credit.

  • Stayed: August 2017, travelled with family
    • Location
    • Rooms
    • Service
Thank tututravel2017
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
00gc, General Manager at Country Inn & Suites By Carlson, Big Flats (Elmira), responded to this reviewResponded 5 weeks ago

Thank you for your recent stay at our hotel. We appreciate the time you took to share your experiences. With feedback such as yours, we can turn our attention directly to areas that most need it. Thank you again for your comments. We look forward to welcoming you back the next time you are in the area.

Yours In Hospitality, Gregg Murrelle General Manager

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Reviews (471)
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12 - 16 of 471 reviews

Reviewed 19 August 2017

We stayed 2 nights at Country Inn and Suites in Big Flats, NY. The hotel was welcoming- pleasant staff- courteous and business like. It is located off the beaten track and is quiet. The address says "Mall Road", but you don't see or hear the mall when you are at this hotel. It is not new, but was VERY clean.

Room Tip: We always ask for the top floor. We were in Rm. 325 which was near the elevator but we didn't he...
  • Stayed: August 2017, travelled as a couple
    • Sleep Quality
    • Cleanliness
    • Service
Thank Kathryn S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
00gc, General Manager at Country Inn & Suites By Carlson, Big Flats (Elmira), responded to this reviewResponded 20 August 2017

Kathryn, thank you for staying with us and for your wonderful feedback. We are thrilled that you loved our terrific location as well as our friendly and helpful staff. We work hard to deliver a great experience for all of our guests, and we celebrate reviews such as yours. We would love to welcome you back to our hotel the next time that your travels bring you back to beautiful upstate New York.

Yours In Hospitality,
Gregg Murrelle
General Manager
Country Inn & Suites By Carlson Big Flats (Elmira), NY

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Reviewed 18 August 2017

Wow. I used to stay in this hotel frequently when I went to visit my grandmother, who died several years ago. This was my first trip back since then, and I do not believe that a dollar has been spent on maintenance or upgrading rooms in those years. The 80's looking wallpaper in the bathroom is peeling, the countertop was stained and looked dirty, the carpet was fraying, thin towels and so on. The whole room felt dirty and old. I laid a towel on the bathroom counter before I would even put my cosmetics bag on it. Ew.

Check-in was fine, even though one of the two rooms wasn't ready when we arrived after check-in time. I will say that the entire staff was always helpful and pleasant from start to finish. It seemed like there was a housekeeping issue overall (rooms not ready at 3pm for starters). The first morning, we left a tip and the room was cleaned nicely when we returned around 2pm. The second day, I left a tip, left the room at 6:30 am to go to Syracuse for the day. I returned at 2:30, and the room had not been touched. All I wanted was to relax and shower and not deal with a dirty room after driving all day. Finally, around 3:30 or 4ish, someone came by, and we told them not to bother but to just leave us clean towels. They were nice and apologetic, but I wanted my room freshened, not an apology.

The a/c is a noisy, freestanding floor unit which had to be dialed to what setting you wanted. It shut on and off all night long, which didn't help me get a good night's sleep.

The coffee service would be nice if they had fresh cream as opposed to all that powdered stuff. On day one there was liquid creamer, then it was never available again. The cookies were nice, when they showed up. The breakfast food was disgusting. The eggs were pre-formed, tasteless circles. The breakfast tables were not adequate for the number of guests. We ate the "free" breakfast the first day, and we opted to pay for breakfast elsewhere after that. Maybe that is their plan.

Positives: It was nice to have a small fridge and microwave in the room. These were clean and seemed to work great. The beds were pretty comfy and the linens looked clean. The staff was friendly.

  • Stayed: August 2017, travelled with family
    • Value
    • Location
    • Service
Thank jyunllc
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
00gc, General Manager at Country Inn & Suites By Carlson, Big Flats (Elmira), responded to this reviewResponded 19 August 2017

Thanks for staying with us. We appreciate your valuable feedback and regret that we disappointed you in multiple areas. Our goal is to provide you with an excellent experience and the cleanliness issues, loud a/c unit, and inadequate breakfast food are not typical of our usual service delivery. We apologize that we fell short of your expectations but hope you will give us another chance to provide you with excellent service the next time you are in our area.

Yours In Hospitality,
Gregg Murrelle
General Manager

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Reviewed 17 August 2017

In this our 3rd stay at Country Inn & Suites in Horsehead, we felt at home and safe. There to drop our daughter off for college, we were greeted as family and had a very comfortable room. We had a lot of running around to do but was very happy to see familiar faces who made us feel at home. Will be back in October and plan to stay at Country Inn & Suites again!

  • Stayed: August 2017, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Country Inns & Suites By Carlson
Thank ronaldhK1937YZ
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
00gc, General Manager at Country Inn & Suites By Carlson, Big Flats (Elmira), responded to this reviewResponded 18 August 2017

We appreciate your consistent support. It is always a pleasure seeing a familiar face, and we love having you as a regular guest! We want to thank you for taking the time to share your perspective with others. Your continued business is the best recommendation there is. We look forward to hosting you and your family again soon.

Yours In Hospitality, Gregg Murrelle, General Manager, Country Inn & Suites By Carlson Big Flats (Elmira), NY

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Reviewed 11 August 2017

  • Stayed: August 2017, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Country Inns & Suites By Carlson
Thank Patricia D
This review is the subjective opinion of an individual traveller and not of TripAdvisor LLC nor of its partners.
00gc, General Manager at Country Inn & Suites By Carlson, Big Flats (Elmira), responded to this reviewResponded 12 August 2017

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC nor of its partners.
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Additional Information about Country Inn & Suites By Carlson, Big Flats (Elmira)

Address: 105 E Mall Rd, Horseheads, NY 14845-9009
Phone Number:
Region: United States > New York > Finger Lakes > Horseheads
Amenities:
Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Swimming Pool Wheelchair access
Hotel Style:
Ranked #3 of 11 Hotels in Horseheads
Price Range: RM395 - RM831 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — Country Inn & Suites By Carlson, Big Flats (Elmira) 3*
Number of rooms: 70
Official Description (provided by the hotel):
We would like to invite you to a warm and cozy hotel in the horseheads area located next to arnot mall lot's of shopping and great places to have dinner. We are in the beautiful Fingerlakes region! ... more   less 
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Also Known As:
Country Inn & Suites By Carlson, Big Flats Hotel Horseheads
Country Inn And Suites By Carlson, Big Flats
Country Inn Horseheads
Horseheads Country Inn
Country Inn Big Flats

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