We arrived for a two-night stay with high expectations based on the strong reviews on TripAdvisor.
Check-in was pleasant and we liked the suite very much. Beds were comfortable, living area was nice, everything was very clean. It was quiet, even though you could see the interstate from the window, and the heat worked well. One nitpick was that you couldn't see the TV from the couch (only the beds), which made it just a "sitting area." Lots of convenient outlets for charging electronics.
Well, it was quiet until after dinner. We heard lots of running feet overhead. At first we thought they were in the hall, but saw nothing when we went up and looked, it was obviously coming from one of two rooms. We called one from our room and reached an adult who apologized. No more trouble ... that night.
In the morning Housekeeping arrived around 10. No big deal, we were leaving for the day in 30 minutes and asked if she could come back after that. No, "that would be too late for the schedule." Honestly? One of us wasn't even dressed yet. Rather than take the chance of not having the room serviced, we worked around her (and vice versa) until she finished. She was very nice and tried to be unobtrusive, but it was awkward. I've stayed in quite a few hotels and never experienced that. Have to deduct a star.
In the evening we came back tired - it was great to be able to warm up leftovers from last night's dinner. Having the fridge and microwave was great. But then, the running feet overhead again! Worse! We chose not to get the hotel staff involved. Long story short, it turned out most of the activity was on the stairwell (so much for rooms away from the elevator being less noisy). We encountered two young men on the stairs and nicely let them know this was disturbing to other guests. Found out later there was a basketball tournament at ISSA across the way. Not technically the hotel's fault - any stay at a family hotel is a crapshoot in this regard - but it really didn't leave a good taste.
One thing that actually was a safety issue, though, was the condition of the parking lot. It had snowed a couple of inches the first night, and they did plow. However, the blowing snow during the day left slush everywhere, and as soon as the sun went down it froze solid. It was very hazardous the next morning when the temperature had been in the teens overnight. Absolutely no excuse for not cleaning the lot again or at least salting it.
So why did we not share our concerns with the hotel staff on the way out? Because NOBODY ASKED. The desk clerk took our keys without a word, no How was your Stay or Was everything OK?
The hotel itself is nice. The management could re-visit some of their customer awareness and staff training.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for taking the time to post your comments regarding our hotel. I sincerely apologize that you encountered issues with the hotel and staff during your stay. Your experience was not the norm for our hotel. We are having an all hotel meeting next week and I am going to use your review as a training tool for the staff to come up with ideas which could have prevented and/or resolved the issues you had so that they do not happen again in the future. Without guests such as yourself making us aware of our deficiencies, we could not better the hotel. Again, I appreciate you taking the time to make us aware of your concerns.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.