My husband and I stayed here this past weekend and ended up learning that you get what you pay for.
First of all, our reservation was messed up when we got there. We booked same day through Expedia and somehow the reservation ended up being made for April 2014 instead of October 2013. Not a huge deal to me because they were willing to work with us to fix it. However, Jesse who was working at the front desk refused to look me in the eyes. He stares at the computer, the wall, answers the phone mid-your-conversation, rolls his eyes, whatever it takes.. he will. not. look. at. you. In the end, we got the reservation fixed and ended up being upgraded to a king suite instead of a regular king room for the same price. But it took like 45 minutes of standing at the front desk listening to Jesse answer the phone and complain about all the other guests in the hotel to the other staff member working. To the tune of "Oh God, good luck with that one." when she would answer the phone. He was literally rolling his eyes and making faces to himself when guests would call down to complain about something in the hotel. I should have taken it as a sign when 3 complaints came in while I was trying to check in.
Our room was actually really nice. Upgraded amenities, a sleep number bed, one of the TV's was a flat screen, the other wasnt. The bathroom was large. It had a whirlpool tub.
the first thing that I noticed was how FREEZING it was in the hotel room. It's mid-October in Wisconsin. It's cold. My husband and I were going out to dinner so we cranked the heat up and left. When we returned to our room it was unbearably cold. Like, hey... I know you're here to celebrate your anniversary and get naked.. but have fun in your sweatpants and winter hat type cold.
We called down to the front desk to ask if there was something we were missing on the thermostat. They said there was no way to turn the heat on. The entire hotel "had not been switched over yet" and was running on AC. So, they suggested we just turn it off completely, and they could bring us up some extra blankets. Not exactly the romantic vacation we imagined.
Instead we decided to take a bath in the whirlpool to warm up. The heater vents previously installed in the ceiling are no longer there and instead are covered with a plastic plate. the Kleenex in the bathroom was just wadded up and stuffed back in the box from a previous user and I had no idea if it was clean, so I just used toilet paper to dab my nose. Yes, my nose started running due to the cold air in our room. The drain stop is also ripped out of the tub though we did find a replacement drain stopper elsewhere in the bathroom. We turned the water on and it was rusty brown in color when it came out. Obviously the tub had not been used in a long-while. Though it's also concerning that the cleaning crew never has once turned the water on. Shouldn't routine maintence checks be made on these sorts of things?
After getting out of the bath we got back into our fleece lined pants and sweatshirts and slipper socks and cuddled under the blankets until we were warm enough to enjoy each other. We chose this hotel because it had a pool and we wanted to swim but the pool is in an open atrium with other tables and a bar area... it's air conditioned like the rest of the hotel. Yeah right! If im taking a steaming hot bath just to warm myself up enough to be comfortable, there is no way im subjecting myself to a cold dip in the pool. Especially since I saw a woman come up and complain that the heat in the pool wasn't on when we checked in.
Honestly, I would have complained to the front desk about the heat situation, but there was obviously nothing they could do about it.. and I saw how Jesse's sympathy factor worked while he was eye-rolling and laughing with the other employee about customer complaints. he made me uncomfortable enough as a guest that I figured it wasn't worth it. I had planned on complaining in the morning when we checked out, but when we went to the front there was no one at the desk at all. No bell, no chime to call anyone.. nothing. We waited around a few minutes and guess who showed up... Jesse again. Still refused to look us in the eye. Even after I tried to create some small talk with him and explain that I can sympathyze. I've also worked front desk at a hotel chain. I know it can get frustrating dealing with crabby travelers. However, a little customer service can go a long way!
All in all.. This was a really disappointing getaway for my husband and I. I wish we had spent a little more and stayed somewhere else for our anniversary. Next time I will trust my instincts when hearing so many other guests complaining at the front desk and dealing with rude employees.
All rooms are open to pool atrium. Be prepared for a noisy stay.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
First, let me thank you for your comments - I read your review several times to make sure I really understood your feedback - thank you for being so detailed in your review. I really want to apologize for the difficult experience you had with the front desk staff associate. I will use your feedback as an opportunity to coach and mentor, and ensure we make changes to ensure a similar situation does not occur again in the future. I also want to apologize for the difficulties you experienced in your guestroom - we are currently starting a renovation of the property and excited about the changes we are making. I am sorry your anniversary did not turn out as you had hoped. I invite you to contact me at the hotel to discuss your stay in more detail and ensure we have the opportunity to make up for the difficulty you experienced. Thank you for taking the time to share your feedback.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.