About the Statler Hotel website
An outside vendor, Milestone, runs the Statler Hotel website. The site handles online reservations and marketing content and is the hotel's main online presence for guest bookings. You may hear it called "Hotel Website" or "Statler Website." Online room bookings go through the booking engine, SynXis, which passes them into Infor HMS, the hotel property management system.
JCB IT does not support the hotel website in any way.
Who to contact
Contact the Director of Sales and Marketing for any website problem. The Director of Sales and Marketing owns the relationship with Milestone. Please do not contact Milestone directly.
If the website seems to be down
- Rule out a problem on your own device or network. Try the site from more than one device and from more than one network - for example a phone on cellular data.
- If the site fails on every device and network, it is a vendor problem. Tell the Director of Sales and Marketing.
If a guest cannot book a room on the website
Tell the Director of Sales and Marketing, and transfer the guest to the hotel's phone reservations team so the guest can book by phone. IT does not troubleshoot the booking itself.
For content or any other website problem
Contact the Director of Sales and Marketing. JCB IT does not change or troubleshoot the website.
Common questions
- Only one person cannot reach the site. This is most likely a network or browser problem on that device. Log a ticket with the IT help desk.
- A guest contacts IT about a booking problem. Guests only ever deal with front-facing hotel staff, usually the front desk, never the IT help desk.
Still need help?
The order is: the Director of Sales and Marketing, then the vendor (Milestone), then the IT help desk (log a ticket), then the Hotel System Manager.
Always log a ticket with the IT help desk first (itrequests@business.cornell.edu) before you go to the Hotel System Manager. If the situation is critical or urgent, you can then contact the Hotel System Manager directly, after you have submitted the ticket. Your manager or department director knows how to reach the Hotel System Manager and is empowered to do so based on their judgment.
Still need help? Contact the Cornell SC Johnson College of Business Helpdesk at itrequests@business.cornell.edu.
[edited via Jane by wbo7 on 2026-10-27 15:32 UTC]