Traveling with a few others, called and made reservations a couple weeks ahead for double rooms. Got there, and they put my buddy and I in a smoking king single (neither of us smoke). Went to see about a switch, and found two employees outside on a bench smoking. I asked if anyone could help, and they told me they could. Told them we had booked double non-smoking rooms, and the response I received was "Well, it has a couch..." Seriously? I asked if this was the only option, since our rooms were booked weeks ago, and the gal (the manager, i believe) got kind of snippy and told me that's what she had, so I was "stuck with it." If we would have known all this, we would have driven a little further for a better hotel. Terrible customer service. If you are out this way, save yourself the trouble and stay in Independence or even Waterloo.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I'm sorry your experience while staying in Oelwein wasn't all that you had hoped for. Unfortunately when we deal with groups as large as you we are not always able to accommodate the needs. When your office made the reservations we tried to make it clear that a few of the rooms would be smoking. We were told this would be fine since many of the men in your group were smokers. We even included a few of our suites to allow the larger group room to come together and meet as a team. Unfortunately when checking in your men were not given a choice of smoking or non smoking and a few non smokers were put into smoking rooms.
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I also want to apologize for the way I responded to you when you requested a different room. It seemed obvious to me that you were not understanding that your room did in fact have a second bed in the form of a pull out sleeper sofa. I was merely trying to explain it to you in a way you could understand. Rather than you being stuck, I felt that I was stuck because I had no other rooms to even offer you once your group was completely checked in. I would have liked nothing better than to be able to move you to a room that was more to your liking.
In the future I’d like to spend more time with you during check in to help everyone get into a room that fits their needs better.
We look forward to serving the needs of your company and customer service is the first step in doing this. Please let me know if there is anything else I can do to help improve your next visit in the Oelwein area.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.