Questions about the condition and operation of the Gould Hotel are drawing renewed attention in Seneca Falls after a local resident formally asked Choice Hotels International to investigate what he describes as significant maintenance issues and declining service standards at the downtown landmark.
Mario Agnello, a Seneca Falls resident, property owner and taxpayer, said he recently filed a complaint with corporate officials at Choice Hotels, whose Ascend Hotel Collection brand includes the Gould Hotel. In a letter shared publicly on social media, Agnello urged the company to conduct a formal quality assurance inspection and hold ownership accountable for what he characterized as deteriorating conditions both inside and outside the property.
The complaint centers on allegations that the hotel’s restaurant and bar have remained closed since the property changed ownership approximately one year ago, while maintenance concerns have continued to grow. Agnello cited guest reviews posted on travel booking platforms and his own observations of the property, alleging issues ranging from musty odors and damaged common areas to malfunctioning in-room amenities, limited housekeeping services and staffing shortages.
According to the letter, recent guests have reported problems including broken room safes, portable air conditioning units, damaged flooring and cleanliness concerns. Agnello also alleged that visitors have experienced difficulty locating staff members upon arrival and departure, while routine services traditionally expected at a full-service hotel have been reduced or eliminated.
Outside the building, Agnello said deteriorating concrete steps, a damaged outdoor deck, overgrown landscaping, dirty windows and a lack of general upkeep have become increasingly visible. He argued that the condition of the property has negatively affected the appearance of the downtown business district and raised concerns about the future of one of Seneca Falls’ most recognizable historic buildings.
In his letter, Agnello requested that Choice Hotels escalate the matter to a regional franchise compliance manager for a formal inspection. He contended that if the property cannot meet the standards required by the Ascend Hotel Collection, the hotel should lose its affiliation with the brand to protect travelers and preserve the reputation of the chain.
The Gould Hotel has long served as a centerpiece of downtown Seneca Falls and underwent a major redevelopment more than a decade ago. The property remains one of the village’s most prominent hospitality destinations and is frequently associated with tourism tied to the community’s historic and cultural attractions.
As of Wednesday, no response from Choice Hotels or the hotel’s ownership had been made public regarding the concerns raised in the complaint.
FingerLakes1.com is the region’s leading all-digital news publication. The company was founded in 1998 and has been keeping residents informed for more than two decades. Have a lead? Send it to news@fingerlakes1.com.