Disappointing stay last night at this hotel. Stay elsewhere! Celebrating my daughter's birthday at the waterpark in Rockford and thought we could stay here to extend the celebration with her and her friends. Booked a room with an adjoining room (yes, I called last week and they said it would be no problem) but when we arrived they couldn't accommodate us. My husband spoke to the manager to no avail. Room 408 and 410 were next door to each other and since we couldn't leave the doors open so we can watch the girls, I had to sleep on the floor on the 2nd room. I requested a cot but the front desk clerk said they didn't have any. I requested bed sheets and hours later it still had not been delivered. I finally called the front desk and she said, "come and get it." Even though our rooms were non-smoking, the first thing you smell from the elevator is the musty smoky smell emanating from the room next door. The hallway is not clean as you can see from my uploaded photos I took this morning. As I was coming up the elevator this morning, another rider was carrying toilet paper. She said that was staying there for 3 nights now and housekeeper never leave extra toilet paper in the room so she had to get it from the front desk. Breakfast is average although the Upstate Farms Raspberry yogurt was pretty good. Nevertheless, I am staying elsewhere next time I'm in town.
Thank you for taking the time out of your schedule to complete our Guest Survey. I apologize that your experience was anything less than satisfying. Our goal is to not only meet the needs of each and every guest we serve, but to exceed your expectations to make your stay as pleasant and comfortable as possible.
Please know that your feedback is extremely valuable to us. Feedback such as yours assists us in improving our service and property on a daily basis. In addition, please know that your comments and issues will be addressed.
It is our hope that you will give us another opportunity to serve you. Again, I apologize for the in convenience during your stay and hope to see you during your next visit. If I can provide any assistance, don't hesitate to contact me directly at (815)229-8200 ext. 162.