We had a morning flight out of Milwaukee Airport, so our travel agent booked an overnight stay with the "park & fly" package so we could leave our car in the hotel secure lot. We arrived at the airport around 7 PM with a voucher for a king bed room, but we were told upon checking in that they were out of king rooms and that we would have to be satisfied with two queen beds. When we pointed out that we had prepaid for a king room, we were told that reservations booked through travel agents rather than directly with the hotel weren't guaranteed and they were sold out of king rooms. Since we had already paid for the room and parking, we accepted the double room they gave us. The room was adequate for an overnight stay, but that's about it.
We were told to return to the lobby when we were ready to put our car in the secure lot. After returning to the lobby, we were told to wait until the shuttle driver was ready. It was a 33 minute wait. As if that wasn't enough, the parking lot was cleared of snow only in the driveways and the parking spaces were full of deep frozen snow which was obviously being left until it melted away without any attempt to clear it as spaces opened up during the day. Lucky for us, we had 4-wheel drive to maneuver into the parking space.
Back at the hotel, I went to the hotel bar and ordered a drink using a coupon given to me by the front desk clerk as compensation for not having the king room we had booked. After receiving the drink I was informed by the bartender that I had to pay because the coupon wasn't valid for the drink. Unbelievable.
Upon returning from our vacation, we were picked up by the hotel shuttle along with about a dozen other travelers. We were then held "captive" in the shuttle while the driver wove up and down the parking lot aisles while passengers who couldn't remember where they parked their cars frantically clicked their key fobs hoping for flashing headlights. Finally, after passengers outside the secure area had located their cars, those of us whose cars were parked inside the secure lot were dropped off...at which time we had to climb over banks of frozen snow to get to our car.
There is no part of the Clarion experience that we were satisfied with (don't even get us started on the lame breakfast). There are other airport hotels and we'll be using those in the future. Meanwhile, if your travel agent makes plans for you at the Clarion, be forewarned that the room you paid for may not be there when you arrive--and all you'll get is a shrug from the desk clerk.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
March 19, 2013
We try to give great service to our guests and it looks like we didn't succeed in your case. Our Park & fly package is very succcesful and we have had people that have stayed with us for years and have been very happy. Your Travel Agent booked with a Third Party reservtion company and King rooms are not guarenteed with that rate. We must have been very busy that night and all our King rooms, which were booked with us directly , were taken. That is why you had a room with 2 Queen beds.
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There is no excuse for a 33 minute wait for our shuttle to take you to the secured lot. I know that we had alot of snow and the drivers were helping people with the snow issues. We have our own snow equpment and are plowing throughout the day.
We are a full service Hotel and when one pays full price for their room, it includes breakfast in our restaurant which opens at 6:30 AM. We also have juice, coffee, donuts and fruit in our lobby starting at 4:00 AM.
I'm sorry your stay wasn't enjoyable, please contact. me.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.