Sherwyn, the assistant to the manager, charged me for damage that we did not do. He never even bothered to call me prior to charging my card for $500! Where is your customer service skills, Sherwyn?! I see another review had a similar situation happen to them - WOW! My mom reported the damage at check in + check out along with another issue and they are denying she ever said it. Upon walking in with just 2 small balloons he told me I couldn't bring them to our room - I understand not having loud parties but explain to me how TWO BALLOONS in my room for my son turning 6 is going to upset other guests???? Immediately I was annoyed and frustrated but I tried to let it go and move on due to this silly part of a hotel policy they created. When I called to solve the issue of being incorrectly charged and to let him know that the damage was already there AND had been reported to staff - I had to leave two voicemails for Sherwyn and he still didn't even bother to call me back the next day. I finally called in the afternoon he refused to refund me and let me speak to the general manager. Sherwyn claimed his manager was walking into a meeting. I am not buying it. Horrible customer service. I am angry and rightfully so. Zero courtesy call and refusal to make it right. Filed formal complaint with IHG corporate and disputed charge with my credit card company. Do not stay here unless you want to chance being swindled and handled with disrespect!

Thanks so much Sherwyn for outstanding customer service and for expertly clarifying the last minute billing issue and resolving what was almost a big problem so that it wasn't one at all! We appreciate it so much. And thanks also to both Darien and Sherwyn for respect and attention to customer care. We will be back in Albany and look forward to staying at this hotel again :)

Such a good hotel that we even decided to extend our stay from one day to a week! It actually happened day by day, we didn't want to leave, had such a good experience and awesome location for where we needed to be and all around a plus experience so decided to stay. Hotel is smartly laid out, with all halls leading back to the center and cutting out the long walkaways. Have all the amenities one would need for a standard stay. Very clean and comfortable. Staff here is usually great, they respond to requests and take good care of the guests and if they can't do something such as bringing something up when only one person on staff, they're very transparent why and still respectful and polite about it. Special compliments to Destiny - such good service, so friendly and chilled and flexible, and provided all things asked with grace and happiness. Thanks!