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“Four star aspirations. one star service”
Review of The Gould Hotel

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The Gould Hotel
Ranked #2 of 4 Hotels in Seneca Falls
Certificate of Excellence
Uppsala
Level 4 Contributor
29 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
“Four star aspirations. one star service”
Reviewed 15 August 2010

What’s a smile worth? About $200 to the management of the Clarence Hotel had we kept our reservation for dinner at their restaurant, which we made at the same time we made our last minute hotel reservation and cancelled the first minute after our awful experience checking in with their sullen room clerk. Said clerk was on the phone when we came to the desk and for ten minutes afterwards during which time she acknowledged us not at all, not even making eye contact. When she did, we wished she hadn’t. Finding no reservation, she declined our offer of the print-out with our confirmation but instead searched their online resys then proceeded to ask for all the information we had already entered online in making it, name, address, phone, etc., etc. When I asked why she needed to ask all this again, she snapped “The person before me on the desk didn’t get them from online.” When I offered that it seemed strange that she needed to enter it all again, she mouthed a supercilious and cynical “Sorry for your inconvenience, sir,” which made me lose my cool enough to say, albeit quietly, “Of course you don’t mean that.” After she finished huffing, puffing and glaring at this simple observation, I got surly-sirred to death as she searched her system for the queen-sized bed we’d reserved. “There are no queen size beds, sir,” she muttered acidly, adding “So I’ll have to upgrade you to a king” in a tone that made this seem my fault. I simmered but behaved as we went to the elevator where we met another couple carrying a chair from the bar because, they said, there was only one in their room. So it was also in ours, which came furnished with a desk chair but featured a large blank space where a side chair or perhaps a coffin might have been. I got online immediately and looked for a restaurant (Suzanne’s in Lodi, we highly recommend even to happy customers of the Clarence’s so-called Divine Restaurant). Our dinner was so good that even Miss Congeniality’s howling across the lobby to a waiter “Whaja put on this sam-witch of mine!??” couldn’t spoil it. The next morning we were willing to let bygones be bygones, especially since the housekeeper and the people at the desk greeted us so cheerily, but after sitting for ten minutes at the restaurant table without a glass of water or a menu or for that matter a greeting, we watched as the single waitress (Miss Congeniality’s sister perhaps?) instead went to wait on a table of people who had just arrived. By then our bygones were back and we were long gone, having breakfast at half the price in a diner miles away where they knew good service. When we left the people at the desk were asking other guests to write a Tripadvisor review since this was their one year anniversary, which came as a shock to us since we assumed this was a boutique hotel on training wheels. A lot of money and care has gone into this hotel but not enough to make up for bad service, or for that matter bad design. Some instances of the latter include the two 100 watt spot lights in the ceiling above the headboard of the bed without dimmers and with no other bedside lighting (maybe lamps are in the same shipment with the side chairs?); drapes that won’t close despite the efforts of previous patrons who have partly torn them from their hooks in trying to shut off the light that pours in around the ill-fitting shades; a ceiling mounted air conditioner that blasts cold air directly on the bed; a cable box situated on a shelf below the level of the desk so you have to be a contortionist to change channels. If a smile is worth $200, unfortunately our room was not.

  • Stayed August 2010, travelled as a couple
    • Value
    • Location
    • Sleep Quality
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Helpful?
1 Thank Mikill
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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344 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (67)
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English first
Boston
Level 1 Contributor
1 review
Reviewed 14 August 2010

The Hotel Clarence has some good things going for it - location, decent rooms, etc., but the service was utterly lacking during our visit last week.

As mentioned by a previous poster, you are on your own for any baggage help, parking, etc. We were greeted at the check in counter with a curt explanation as to why our specific type of room requested was not available. At checkout, we asked the woman there how to get to the closest lake - you know, it is the Finger Lakes region. Her response, I am not kidding, was "I have no idea - I'm not from around here. You need to ask somebody else". Let that settle in for a minute. You ask the sole representative of the hotel the most basic question and:

a. She has no idea. So why then is she the face of the hotel to the public?
b. She didn't say "I don't know, but I will find out for you" or something like that. Something helpful for travellers who have chosen her hotel?

The restaurant that they crow about so much was a decent spot, but again, the waitresses clearly have had no hospitality training. I needed to open the wine that I ordered because the waitress couldn't open the bottle herself. The sign as you walked in boasted of a cheese tray that evening and listed 5 or 6 interesting and varied cheeses. Great, we thought. What came to the table was a heaping platter of cubes cheeses and a piece of brie. When we asked the waitress what type of cheese we were served, she replied "I really don't know. But if you taste them you can figure out the difference between them". The presentation wasn't so much a cheese tray but a jumbled platter that you would see served at a wedding reception. Again, a lack of sophistication in presentation and service.

It seems that the employees could as easily be working at the mall or at a restaurant or at a hotel. They need to train their employees in the basics of the hospitality industry.

  • Stayed August 2010, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank pDubBoston
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Northampton, Massachusetts
Level 1 Contributor
4 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 9 August 2010

It was an extremely nice hotel. It was recently opened so there are a few issues. They are minor ones though. Like - should have a bell person to help with your bags. The price is good but not that good that you would have to carry your bags from the car, park your own car and then do the same to check out.

Would still recommend but insist that this service is available.

  • Stayed August 2010, travelled as a couple
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
2 Thank SavareseMedia
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
South Haven
Level 4 Contributor
32 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 4 August 2010

My two sisters and I stayed here on our Sisters' Trip. Friendly service, beautifully clean, and fantastic meals in the hotel restaurant. After a day or so, it felt like we were at home. We toured the countryside, bought wine, drove around the Finger Lakes, and came home to the Clarence each night.

  • Stayed July 2010
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank kralovec
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Pennsylvania
Level 6 Contributor
281 reviews
44 hotel reviews
common_n_hotel_reviews_1bd8 347 helpful votes
Reviewed 2 August 2010

The Hotel Clarence is a pleasant surprise in an area aching for a premium hotel. The rooms are very clean and modern with hardwood floors, tall ceilings, cable box and lcd tv. The towels and linens are upscale and the beds are comfortable. The restaurant is wonderful. Dinner was a treat. The timing, presentation, and taste of our meals was delightful. The hostess and wait staff are pleasant, friendly, and hard working. The restaurant was packed on Saturday night and we still received excellent service. The only negative to this hotel is that the front desk is only staffed by one friendly person. She is room service, concierge, operator, check in/out, etc.. It seemed like a Saturday Night Live skit as every number on the speed dial went to the same person. It is too much for one person to do well, no matter how good their intentions.

  • Stayed August 2010, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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Helpful?
3 Thank OCC04
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
South Haven, Michigan
Level 6 Contributor
107 reviews
45 hotel reviews
common_n_hotel_reviews_1bd8 34 helpful votes
Reviewed 12 July 2010

Luxurious beds, clean, comfortable rooms and spacious baths (no tub) are second only to the friendly and efficient staff. Charming decor. The air conditioning worked well in 90+ temperatures, the off-street (free) parking was a plus and the restaurant has an interesting menu. Enjoyed our three day stay very much and would definitely return if in the area.

  • Stayed July 2010, travelled with friends
    • Value
    • Location
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    • Cleanliness
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Helpful?
1 Thank wynterwynd
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Dublin, Ireland
Level 3 Contributor
11 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed 1 July 2010

Just returned from a one night stay at the Clarence Hotel, the rooms are small but very modern and comfortable. the bathroom is spotless and again very modern. We ate in the dining room as there is not many places to eat in the area the food was gorgeous and I would definitely recommned this restaurant.
There is off street parking at the back of the hotel and our only issue is that we were woken early from some road works happening across the road from the hotel however this was not the hotels fault and I imagine they will be finished very soon.

  • Stayed June 2010, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Busy_Bee_12316
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about The Gould Hotel

Property: The Gould Hotel
Address: 108 Fall St, Seneca Falls, NY 13148-1472
Region: United States > New York > Finger Lakes > Seneca Falls
Amenities:
Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Wheelchair access
Hotel Style:
Ranked #2 of 4 Hotels in Seneca Falls
Price Range (Based on Average Rates): ££
Hotel Class:3.5 star — The Gould Hotel 3.5*
Number of rooms: 47
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