We stayed here for one week between Christmas and New Year's Day, due to convenient location and affordable price for our family. The reservation was booked many months in advance, with a request of a rollaway for our family of five. Called front desk several times leading up to our trip to confirm rollaway request. I do not believe that this hotel owns a rollaway. When I called to confirm the morning of our arrival, the hotel front desk person announced there was no room for a rollaway in a 2 double bed room. I called to complain to Expedia, since I had booked this with their service and since it was too late to book anywhere else. Expedia called the hotel to ask them about this issue and the hotel agreed to provide a rollaway, based on availability. Well, there never was a rollaway available for the entire length of our one week stay.I believe they agree to the rollaway just to get you to book your reservation, then you get the surprise when you arrive.
Furthermore, and worse, my daughter's purse containing over $150 dollars of cosmetics was stolen from her suitcase on our day of check-out. We had stored our suitcases in another family member's room, since we did not like the idea of the suitcases being held out in the open lobby. During the several hours we were gone that morning, someone opened the suitcase and saw a purse on top, probably expecting to find money and/or charge cards. We discovered the missing item before our taxi came for the airport. The staff seemed unconcerned and stated that "their houskeeping staff does not steal items". They were unwilling to compensate us for the stolen items. I called the parent company, but because this is a franchise owned hotel, they said we must deal directly with this particular hotel. I have called since to see if the item has turned up, and of course it has not. Very disappointing !
Oh - and I see many accounts of hair on the towels (we had found this to be true as well). This is probably because I observed the houskeeping staff throwing the "clean" towels for the rooms on the hallway floor before replenishing them in the rooms. The only thing this property has going for it is its proximity to the subway to Manhattan. (thus the rating of 2)
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
February 19, 2013
We apologize for the problems you encountered during your stay at our hotel. We do indeed have rollaway beds, but it is against the fire code to distribute rollaway beds to guests in the rooms with 2 double beds. Rollaways are available for a small fee on a first come first serve basis. The reason we do not allow guests to reserve rollaways is because we do want to accommodate each guest that arrives at our hotel as best as we possible can, so we do not want to hold a rollaway bed for a guest that might not show up.
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We also apologize for the condition of the towels, we have contacted the housekeeping supervisor to ensure housekeeping practices are more closely monitored to ensure our staff is adhering to the standards of Country Inns & Suites.
If you wish to discuss this further, please contact Carlson Customer Care at 1-800-967-9182.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.