I want to preface this review by saying I have never done one before. However, this hotel stay was so significant I felt I had to write this great review on their behalf. I apologize ahead of time for its length but I think you'll see that under the circumstances there was no way around it.
I came to Mattoon, Illinois from Pennsylvania, to visit my grandchildren. I was scheduled to stay two nights prior to returning home. Unfortunately the day I arrived in Illinois I became quite ill, to include a 102 degree temperature. 9 days later I am still here recuperating (though it looks like I will be able to drive home tomorrow.) The staff here has been exceptional! Rather than treating me as a guest, which would have been just fine, they have literally taken me in like a close knit family.
When I arrived, Mary at the front desk took one look at me and inquired if I was okay. She assisted me right away in finding some Tylenol for my fever, extra bottles of water, names and phone numbers for Walk-In care, and checked on me before leaving to go home for the night. She's made it a daily habit to check in on me and to make sure that I have everything I need. Her kindness and consistency are heartfelt. She introduced me to Jonathan who was working the front desk following her and explained my circumstances. Jonathan flawlessly picked up right where she left off. Every time I came out to the lobby he asked if there was anything he could do to make my stay more comfortable. He reminded me to drink lots of fluids, rest, and since I was having trouble keeping down food he recommended some things that might settle in my stomach better. (I later found out from somebody else that he is studying to become a nurse.) He put to use some of his newly acquired knowledge from nursing school without crossing the line and acting as my nurse. Jonathan later introduced me to Tom who ran the front desk overnight. Again Tom's concern was genuine and he followed up with me through the night. He emptied out my icky trash and replaced the trashcan liners. Tom visited with me while he cleaned the breakfast room and set it up for breakfast. While he didn't stop working he sure kept me company in my utter misery. I was finally able to sleep some. Wade was introduced to me on a totally separate late night and I guess after talking to the other Guest Services Agents he went right to work to see that my needs were attended to as well. He replaced some towels and linens in the middle of the night that I sorely needed and treated me as if I were his own mom with sincerity and concern. His sense of humor was good medicine. While I saw little of Courtney and Macy at the front desk they consistently and caringly followed through with checking on me.
Blanca has been my room attendant. She spent extra time changing my sheets daily, bringing me extra linens when I was sick and had gone through all of mine, sanitized my room thoroughly, stopped by at the end of her shift and took my trash out again, and brought me hand sanitizer to use in the room until we leave. I am quite confident that she prevented the spread of my illness to other guests and staff members. She offered to pick up anything I needed at the store on her way to or from work and daily checked on me even on her day off. She is THE rock star of room attendants! Melody, the laundry attendant, worked extra hard to wash my sheets and towels daily and she did it willingly and with a smile. Again, once Blanca informed her I was sick she took the time to check on me. I was embarrassed about all the throwing up etc. but she insisted it was no big deal. She did not want me worrying about that but instead to direct my energy towards getting well. And Bria, a room attendant, though not mine, heard from Blanca that I was sick took the time to come and meet me and wish me well. And though she doesn't have a vehicle offered to pick up anything I might need and bring it back her next shift. Carrie heads up the housekeeping staff. She is quick and efficient and she guides, manages, and instructs her staff and inspects their work at the end of the day. I've seen nothing but clean, fresh smelling private rooms as well as the shared public spaces. She's inherited some good workers. Job well done.
Alice runs the breakfast room most days. She takes the time to vary the menu and the food is quite good, always hot, and well presented. The room always seems spotless and considering there have been more than a 100 people for breakfast some days I've never seen her run short of food or patience or a smile. She takes the time to get to know guests and does the little things that make breakfast seem like it is home cooked, such as warming up syrup so it is hot for your waffle. Whatever one needs within reason, Alice will accommodate. Lisa is the backup in the breakfast room and she follows Alice's directions perfectly.
Allen heads up maintenance. I think he can fix just about anything. The washer broke and he had it up and running by the following morning. Some plants had died by the front door so he quickly disposed of and replaced them with beautiful new, live plants. It makes for a colorful and cheerful entry into the hotel. I've seen him assist guests with their luggage, give directions to destinations, as well as other things that are not technically in his job description. He told me he really enjoys working here.
Cameron, a houseman keeps the front of the house immaculate. His attention to detail is quite remarkable. He was picking up trash outside one day and I merely suggested nobody would know if he just walked around and did nothing. He said, "They pay me for this job and I am glad to have it." Quite a work ethic for a young college kid. Zack also is a houseman and though I don't see much of him he is a hard worker. He stayed late, off the clock and tried to fix the washer for me the day it went out.
I heard that Terrie is the new General Manager. She has inherited a good quality staff. And I know with her leadership she could turn this staff into a mighty team. I would be hard pressed to find a hotel with more caring employees or ones that pay more attention to detail. She too showed her concern for my well-being and checked in on me. She listens and responds well to guests and I've observed the same in her interactions with staff. I can't wait to come back for a stay in a few weeks...a few months, because it will be all that much better with her consistent leadership and the quality, caring staff at this Custom Suites.
THANK YOU to each and every one of you for making what could have been a disastrous stay into a quality stay. You have nurtured me back to health. In a way I feel like part of the "family" here even though I didn't know even one of you prior to this visit. I would recommend this hotel to anyone staying in this area. Stay here over a hotel even a few miles closer to whatever brings you here. You won't regret driving a few extra miles once you experience this clean, fairly recently remodeled hotel and it's warm and hard working staff.
Sincerely, Mary O. Usry
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