We had a New Years nightmare at the Clarion in Bloomington. They recently took over what used to be a Ramada. We have stayed at this hotel in the past as a Ramada and it was perfectly fine.
Our nightmare started before we even checked in. When we first made our reservations, we were quoted $89.99 per room. We had reserved three rooms for the New Years eve party in early November. A couple of days before, a representative of the hotel called an changed our room rate to $139.99. It was too late to find another hotel as they were all booked up. I have three children looking forward to the stay at this hotel, so we paid the rate, but had to cancel one room due to the price increase.
Upon check in, we experienced the worst service possible. Our rooms were not together as promised, but six rooms apart. We couldn't get into the room as the keys wouldn't work. When we finally got in, our bed was broken. They gave us another room that once again we couldn't get into. After at least a half an hour we finally got into our room.
This was going on all around us. There were unhappy guest everywhere having similar and even worse experiences as we were. A lot of guests left the hotel. Our room was dirty and not stocked with towels coffee, etc. The appitizer buffet was awful. The hot food was old and cold. The cold food was warm and old. Cheese platters sat out all night not iced down or cooled in any way. They were definately asking to make someone sick.
The staff seemed not to care. But we stayed anyway, knowing the kids were looking forward to the party. After checking out we realized my youngest daughter had left her favorite stuffed animal in the room. We imediately called the hotel. The employee I spoke with couldn't have been nicer, but never passed along the information to the housekeeping staff or the front desk. I had to call back and ask again. I was directed to the housekeeping voicemail and once again left a message. Still no one has called back. I am not opptimistic about the recovery of my daughters stuffed animal. The staff seems to not care or have time to look or talk with me.
I will never stay at this hotel again and will certainly spread the word. I was willing to be understanding with the change of hands and remodeling, but there is NO excuse for the lack of care and rudeness of the employees.
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