Guest User
January 31, 2023
My wife and I stayed here twice, three weeks apart. We booked the king suite with whirlpool on both occasions. However, two totally opposite experiences. Our first stay was incredible and relaxing - room #123. Everything worked as expected and the whirlpool was awesome. Our subsequent stay was very unexpected and disappointing. After a long drive, we were looking forward to relax and enjoy our room - #125. We did not have any Kleenex in the bathroom - went to front desk to get a replacement box. Also, the bathroom sink was not draining correctly. Later in the evening we were filling up the whirlpool and found the drain was not sealing correctly and we could not stop the water from draining. Then realized there was no hot water supply - only tepid water! Another trip to the front desk. An apology and no maintenance person on site. No replacement room near ours. She was pleasant and offered to reduce our rate by $30. We woke up in the morning with no electrical power to our room - only bathroom light, ceiling pot light, and room heating unit were working. No lamps, fridge, microwave or television! Another trip to the front desk. The attendant very quickly located the electrical panel in the hallway and attempted to reset, to no avail. No maintenance person on site. We checked out later in the morning with no resolve. We were astonished and disappointed with all the issues we encountered on our second stay. While the reduction in our rate was appreciated, it does nothing to replace our expected experience. A learning experience for sure. Two rooms, side by side. Contacted the hotel manager by e-mail. I also reached out to Choice Hotels - customer support. Amazing response, apology, and credit of points to our rewards account. Much appreciated! Update: The hotel manager replied eleven days later with a sincere apology, a plan to address staff responses to guest issues, and a full refund for the price of the room. Would probably stay here again. Good location. Gas, restaurant, and bar all under one roof - connected to this hotel.