Total Nightmare

I booked a room for 13 July 1 night. 2 weeks prior Hotel Luna sent me a cancellation for this room which I did not initiate. I reported this to Hotels.com which was not easy since I didn't have a phone number to actually talk to a person to fix this problem. I requested a full refund at this time after contacting the hotel and being told they were no longer a hotel. Hotels.com emailed me a couple of days later saying they contacted the hotel and would honor my reservation. When arriving the hotel was all student housing with all locked doors with no check in. Since we had a concert to attend we needed accommodations right away so we had to book a hotel near by at considerable expense. Not sure who is lying but all I know is my reservation was accepted paid for by me but no room was available and the process of getting this problem solved satisfactorily has been extremely frustrating and very disappointing. Fix this problem and satisfy a loyal customer.

Terrible. They did not care about customers. The hotel was being sold to University of Albany, so they didn't give breakfast as stated on contract. The rooms smelled . The student desk people didn't know anything. The desk manager was told about missing breakfast and coffee and juices and didn't care. Absolutely poor quality, so even with a bad review, they don't care. They have my money through hotels.com and that is all they do care about. Terrible!!!!!!!!

What Free Breakfast??

Website say they have a free breakfast. They had NOTHING. AND NO COFFEE, no Pantry for snack. The front counter was nowhere to befound.

had to switch my room three times due to the maid not cleaning it.

Property is changing to student housing. Conditions not as advertised. No breakfast. Staff don’t care.

No breakfast

We were told they did not have our rooms due to construction and the rooms should not have been booked.

This property is closing soon. The room appeared clean but sheets and towels had marks on them. Rooms connect to each other and so you can hear every word the people Next door to you say

The Ice Machine was broke. The Customer Service was limited. I was told that I would have to go buy ice a few blocks away.

They had no rooms! They were closing and undergoing construction.

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I had stayed here for a few years prior when it was a Marriot property. The change in ownership led to a lot of things going downhill. There was no breakfast that was advertised - the coffee in the pots must have been in there for weeks since it was last made and same with the water in the container. The staff was nice when they were there. My second night, my keys did not work when I got back to the hotel. There were other couples in the lobby waiting to get checked in since 7:30 PM and/or get their keys fixed. We waited until after midnight for a staff member to come in and take care of us. It was unacceptable. My things were in the room and I had no access to them and no way of contacting the staff at the hotel. I called Expedia and they attempted to contact the hotel. When they could not, I was told that they would send an email - as if they'd respond to an email and fix the situation when there was no employee in the building. I then called the non-emergency Albany police line and was told there was nothing they could do. Our only point of contact was a girl who looked like she had been doing drugs showing up and saying that "someone would be there shortly" every hour or so. Nobody showed up shortly. She did not work for the hotel, but had been staying there long-term. I attempted to get a refund through Expedia as there was no staff behind the counter upon checkout, just the cleaners. Expedia could not reach a manager for days and get a refund. Unacceptable.

Canceled my reservation without notice.

I was staying in Albany for one night to attend an event. It was a perfect and affordable choice.

Recently stayed for one night and it was horrible. First of all, we booked a double bed standard room and was told no more when checked in. Then they gave us a smelly room with clogged toilet, pillows smelled awful. Would not ever stay again.

Clean. Great price. However the lobby smelled like marijuana and there were hardly any dining options nearby.

AWFUL

There was no staff one night. No one could get their key cards to work and no one was there to correct it.

I’ve been waiting over 40 minutes to check in no one at front desk called number they left and said they had a family emergency and someone will b right here and that was almost 25 minutes ago from when I called them and I’ve been waiting to b checked in 50 minutes now.not happy at all.there should b at least someone here to fill in I know emergency happen.but not impressed at all

The pictures are wildly deceiving. The property id dingy, still looks like it’s in renovation and most see definitely not what you think you’re getting based off the cute website, descriptions, photos, etc.

The toilet 🚽 stopped up and the shower. 🚿. It was n unfortunate experience. Expecting a full return.

They did not provide breakfast on the last day of our stay and bathroom door was broken too.

Horrible carpet

Fairfield Inn and Suites is now Hotel Luna, as of December. It is no longer nice (continental breakfast is minimal at best, coffee is weak, clogged and peeling tubs, rundown, etc) and is slowing converting to student studios. I hope the student rooms have been renovated. I've stayed there twice since the switch. Will never go back.

You get what you pay for

Arrived on a Friday Night and the Lobby smelled of pot. The Air conditioner was unplugged and the room was warm. We didn’t do a Full inspection of the room that night because it was Late. When we went to take a shower the next morning -a USED Washcloth was in the holder and Hair Shavings like hair was on the wall in the shower. I Believe a Continental Breakfast was Included-but nothing was out when we left at 7am. We picked this hotel because it had a 7.8 rating

Ended up finding blood on the blankets of one of the beds very late. Expedia honored by giving credit. Would not stay again.

Our room door's panel molding was coming apart and the door was broken at the bottom corner. Hotel closing in July so scaled back breakfast was disappointing. Room itself was fine.

Very kind and attentive staff, easy check in and check out!

Pleasant stay

Quick and easy check in. Very clean and comfortable.

Hotel is closing

Next to university at Albany

A working man’s hotel. No bells and whistles, but exceptionally clean.

There was no breakfast despite of the reservation said it was included.

We booked two rooms, one of them stunk of marihuana so bad my daughter started to have SEVERE reaction within 10 minutes staying in the room (coughing, itchy and watery eyes). Staff refused to change the room claiming they were all booked. We had to ask our friend to give up his room, because otherwise we would rush to the hospital with severe respiratory distress few hours after check in (and no, it is not an exaggeration). Our friend had to force the window wide open to ventilate a little. Heater/AC was not working properly and also was giving out marihuana smell. All this with outside temperature in mid 40F. We also had a baby with us - no cribs! Although on the website it stated clearly that cribs are available. Breakfast had to be served 7am-10am. At 8:15 there was no more food, nothing, not even an apple. You would think that if the hotel is all booked (as we were told by the receptionist) that they would order more food to accommodate everyone. Nope. Overall, not a good experience.

I will not be returning to this property. Disappointed after all the positive reviews.Check-in was delayed by a malfunctioning check-in computer/internet issue. Foul smell in hallway after getting off elevator. Power outlets on only one side of the bed forced me (a CPAP user) to try sleeping on the opposite side of bed I'm comfortable on. Poor breakfast selection and the waffle maker was unplugged and the cooler for the batter was a wreck. Asked front desk staff if waffle maker was broken and got a curt response of "I guess so" (as opposed to a polite 'I'm sorry we're out of batter', 'the prep person called out' or 'the batter cooler is broken')

Average

Average at best. Advertised breakfast. Had case with bagels/muffins. Case with yogurt. Juice machine was out of order. No hot food. Ice machine first floor only / we were on third.

Nice place

Excellent stay with very comfortable bed!!!! Grateful for Hotel Luna!

Called ahead to confirm staff would be there for 1:30am check in. When I arrived there was no front desk attendant and I had to find another hotel.

location is near U Albany campus

The lady at the front was very polite and accommodating to my situation!

Close to the job site and decent price

The hotel did not honor my reservation. When I arrived at the hotel, I was told that there was not an available room for me. The only rooms that were not occupied were dirty and the maid service was gone for the day.

The rooms had phones that did not work. My first room the lock on the door was loose and the phone didn’t work so I requested another room. 2nd room TV and phone didn’t work. 3rd room the light didn’t work at the door and the damn phone didn’t work. I didn’t feel safe until the 3rd room

Watch out, they tried to double charge me after I had already paid through Expedia. Fortunately Expedia was able to rectify the situation. The room was clean but the common areas were not. There was a pile of dirty sheets and towels on the floor in the hallway that didn’t get picked up the entire time I was there! Breakfast was extremely limited, there wasn’t even coffee left in the pots and no employee in sight to help out.

Handy. We were going to a basketball game in downtown area and bus stop close by

Breakfast was not organized, I did not get my breakfast the first day I leave to work by 6:30 on Saturday nothing was ready

Well me and my wife lost power in our house for the night so we decided to get a room for the night price was fair room was clean good parking staff was friendly only issue we had was baby Nextdoor was not happy around 1am no big deal just not used to a baby waking me up at least not for the last 15 yrs lol

No one did cleaning even you requested

Hotel Luna is a great option in Albany. Rooms are ample and clean, with contemporary deco. Walking distance from SUNY Albany, and downtown Albany is 20 minutes away by bus (stop is just in front of the hotel)

This was my second stay at Hotel Luna. It was amazing both times. I’m upset they will be closing soon. I definitely want to try and stay at least one more time. Staff is friendly and the hotel is always clean.

There are not many amenities, but for the price it is well worth it

the bad: there were painting and wall repair supplies (spackle, a gallon of paint brushes mixing can and other supplies) left in the room. Sink didn't drain at first. there were only 2 hand towels. There were only sheer see through curtains that anyone could see into the room, being on the ground floor. the good beds were comfortable breakfast was ok.

Clean

I liked the easy lay out of the building and amenities available.

Light fixtures not functioning. Plumbing issues. Dirty towels. Hotel could be cleaner

Mediocre

Some things are some are not!

Friendly hospitality

Its a very nice property but the morning coffee is very bad.

No vending. Nowhere to purchase any snacks or anything to drink, juice, soda, just nothing.

Clean would stay again

This place is awesome

Desk staff was welcoming. The room was clean and the bed very comfortable.

Great check in and staff waa friendly.

Could have been better

Thee bathroom garbage was not emptied. There was hair in the tub. Saturday breakfast was to start at 7am. We were on such a tight schedule. It was after 7 a n d we had to leave. Had we known it would be 7ish....we would have purchased a breakfast to go at a restaurant and left earlier

Great location. Everything in hotel looks new and the front desk was friendly and very helpful.

What a hotel should be...

What a hotel should be. Clean, friendly and good service. I'll pay top dollar for that any day.

First of all the dining area was in renovation, if i had known at time of booking, I would not have booked in this hotel as it was very inconveniencing. There was no coffee, our bathroom was blocked, when you press the 0 button to call reception to inform them, the phone remained in dial tone so i had to go downstairs to inform them. Don't think I'll be back

Average nothing special

Did not meet expectations for a fairfield

It was fine.

The only problem I had was with the lights. The hallway light was flickering and I couldn’t figure out how to turn the light on by the bed. Otherwise it was fine. Bed and pillows were comfortable, breakfast was good although they stop it at 9 am.

Location was convenient, Hotel staff was friendly and helpful. However had to change room 3 times do to an AC issue. Also all the rooms had an odor issue. The shower did not drain well.

Lovely hotel and lovely staff. Updated, good linens, great breakfast. I'd be happy to stay here again.

My room was very clean and the gentleman at the front counter was very professional.

Nice convenient stay when visiting UAlbany

Overall nice stay. Front desk staff was awesome. My only complaint was they there was no maid service for our 2 nights and it seemed that the AC unit leaked and caused the rug to be damp around it. Otherwise the condition of the hotel was nice and it had a pretty decent free breakfast.

I am happy with the service so far.

Lackluster facility. Small rooms. Mediocre breakfast.

Fairly standard hotel experience. Staff and room were perfectly fine. Quiet location close to campus. Homeless guy loitering in parking lot asking for cigarettes seen on multiple days was a bit of a damper and certainly made me check my car a few times.

The bathtub was clogged and there was no one to take care of it the first day. Also, there was a damp smell in the room (first floor). For the room on the second floor, it was not really quiet but clean and comfortable. The breakfasts are good. The staff was nice.

Very disappointed

The hotel cancelled our reservation an hour before we were suppose to check in due to maintenance in a room that was supposedly assigned to us. We then had to scramble to find another hotel since we had already left home for our destination.

Great staff, great housekeeping, and real TV with scrolling shows, and great breakfast.

The stay was good. The room was clean and the air worked great in the room. My only wish for improvement would be the complementary breakfast in the morning.

Clean and comfortable.

Appears to have been redone as everything was new. Room was very spacious and clean.

Conveniently located from I90.Staff are super friendly. Breakfast was great. Surprisely though, there are no decent restaurants near-by. Ended up at a BJs. It was dirty and food was yucky!

I rented two rooms both had the same issue, bathrooms. The tubs needs to be replace ASAP. The bottoms to the tubs should not caving in as these ones were. Both tubs also didn't drain efficiently. During the course of your shower the tubs will start filling up and your left to stand in dirty stagnant water up to your shins. NOT good guys.

Nice clean room

I stay at Marriott properties whenever possible. However this stay has been my least favorite. Upon attempting to check in no one was at the desk for a solid 5-10 minutes. I rang the bell, called the desk phone, even said “hello” several times. A few days later a group of kids were running up and down the hallway screaming and banging on doors. I called the phone desk twice ( no answer) My wife called and asked for staff to address the issue. Didn’t resolve anything. After 2 hrs I walked to the front desk to ask that this behavior be addressed. I was told “they’re just kids, it’s the parents responsibility. Couple days later I go to the front desk to request house keeping after a 7 night stay, I return to the hotel. Room hasn’t been touched . I request again the next day , only towels were changed out, bed still wasn’t med up. Now the shower drain is filling up while taking a shower overall my least pleasant stay at a marriott

No housekeeping. No shampoo or conditioner in the room. 1 ice machine on a different floor. They didn’t take our trash out of our room.

Good breakfast offerings

The controls for lights, sink drain hard to locate

It was a reasonable price comparatively and was clean.

I booked 2 rooms. We checked in at 5pm but only 1 room was available. I needed to wait 30 minutes for the other room to be ready, which made it difficult to get to dinner on time

The room had a chicken nugget on the floor and hair in the shower.

Rooms were clean. Beds were good. Not a lot at amenities

Overall, a pretty good place for the price. The front desk staff is very nice. The shower drain was clogged and wouldn't drain the first time i showered. I told the girl at the front desk on my way to work. When i got back from work, i tried the shower, and the drain worked perfectly. Great job! Another time housekeeping cleaned my room, took all the used towels and didn't replace them, so i had no towels in my room. Once again, the girl at the front desk handed me fresh towels, washcloths, floor mat, and hand towels. Excellent service. Also, the free breakfast is goid.

It was a nice hotel.

Clean, convenient, accessible.

I did not like the fact that after I had already booked and paid with Expedia my credit card was still needed so they can hold another $150. I did think the room was clean, the light between the 2 beds wasn’t working, so the room was a little dim. I was surprised that the breakfast selection was great.

The hallways need a little TLC especially in the elevator area. The bathtub in the room we were in needs updating. Overall for an overnight it was good.

Excellent

Super friendly & helpful staff. Comfy bed

Clean Rooms, Comfortable Beds, Hot Showers and the Breakfast was excellent.