We recently stayed here on a trip from Wisconsin down to Branson, MO. As a traveling group of musicians we thought this would be a great place to stay for the night, and booked online at expedia. We finished a show in Wisconsin and drove straight to the hotel, arriving at 1:20am. The rooms had already been booked and fully paid for on expedia, so check-in should have been a breeze. Wrong!
We walked through the door and a woman approached us from behind the counter very upset because the door was apparently broken. She claimed the door had been locked and we had pushed it in and forced our way into the hotel, which was just crazy. The five of us simply walked to the door and opened it the way you would any other door. She kept insisting that we pushed through the lock and that "every time this happens we need to hire someone to fix the lock and it costs $300." But the fact was that the door wasn't locked... or if it was locked, then the lock doesn't work. I said politely, "none of us care for the way that you're speaking to us." The door wasn't mentioned again.
So, begin check-in. This was a prepaid reservation for 5 people in three rooms, two beds per room (it's five guys). Check-in started at 1:22am and the short version is that we didn't get our room keys until 1:55. During this time the woman working behind the counter had to call a manager, after she explained that there is a new computer system that she had not been trained on. We had been driving for 4 hours in a van and one of the members of the group asked if there was a bathroom, since we had been waiting for over 20 minutes at that point to check in. She said, "the only bathrooms are in the rooms, you're going to have to wait." So we did.
When we finally got our keys we headed up to the second floor. the first floor had been nicely decorated and was generally welcoming. The second floor hallway was not decorated in any way, and looked like what you would expect from a $30/night hotel. Not to worry, we needed to be up at 8am and check-in was a grueling experience, so we just booked it to the rooms.... to find out that the three rooms for the 5 of us were all single beds. HMMMM...
So we went back to the lobby, and politely (perhaps too politely) asked, "is there any chance that you might have a few rooms with two beds?" There were three smoking rooms with two beds available, but smoking rooms were not an option for two of the members (due to breathing conditions).... Plus, at this point it was after 2am and we had been at the hotel for 40 minutes desperately wanting to use a bathroom and sleep.
All in all, this was the worst experience that I've ever encountered when entering a hotel, and that's coming from someone who for the past 10 years has traveled professionally and stayed in 42 different countries. I read other reviews where the manager is consistently citing the company's "commitment to superior guest service." For us, that is almost laughable because of how completely incompetent our service was. For us, just needing a place to sleep for 6 hours before another long day of driving, this was nothing short of a disaster. I wouldn't in good conscience recommend a repeat of our experience to anyone, anywhere.
Floor 2 looks a lot sketchier than floor 1. Check in took 35 minutes. Rooms were single beds. No...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I received a copy of your review, and wanted to take a moment to personally respond. The situation you described regarding the first impression of our hotel, dealing with the front entrance door, and the time it took to get you checked in, is truly regrettable. We are very sorry for your experience. To prevent this from happening again, my team is being coached on how to perform better in different scenarios and are being given tips on how to exceed guest's expectation.
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I am grateful for the feedback you provided so we are able to continually improve our hotel. If you would like to discuss this further, please do not hesitate to contact me at firstname.lastname@example.org. It would be our pleasure to have you stay with us again in the future to show you our positive strides taken to enhance your experience with us.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.