My son and I come up here each year for the Packer Shareholder meeting. Last year they had to put us up in another hotel due to smoke damage here, so I was happy this year when we didn't get shuttled
Normally our stays are pleasant. The rooms are generally clean, the staff very friendly, and it's an overall happy time for us.
This visit, though - for a change, I upgraded to a 2 bed suite with an entrance room, two TV's, couch, etc, so my son could be sleeping and I could stay awake doing things out in the other room, without risking him waking up from the light or noise. When I arrived, with my confirmation of the suite, they gave us a key, and up we went. Imagine my disappointment to find out that we were put in a standard small room with a single bed. For the price I paid, I wasn't willing to settle, so I went back down to ask about it. The woman at the counter explained that, "Sometimes behind our backs, the system will make changes, to upgrade you." I asked how going from a more expensive two bed, two room, two TV suite to a single bed, single, smaller room was an "upgrade" but she had no answer for that.
This was also the first time I've checked into any Holiday Inn and not been recognized as an IHG rewards member and offered water or something.
After hauling our luggage up to the first room then back down, then to the other room they gave us, we were at least happy to see that THIS time we had the correct room.
The room was very nice, I loved the extra space, but neither TV's remote worked reliably - neither could power the TV on or off, although both could change channels and volume. The rooms were clean, very well presented - I've never had an issue with the cleaning staff at this hotel. Each time we've checked in, rooms have looked good.
Unfortunately, we had some noisy people who thought it was smart to stand in the hallway talking loud and laughing, waking us up a few times.
The morning staff was very helpful, since we changed luggage part way through packing when we realized we could use a smaller suitcase, but I forgot our toiletries bag in the first suitcase. So we got toothpaste and toothbrushes easily enough.
I like this hotel, and will return, but the way they tried to downgrade me and call it an "upgrade" really irritated me, like they were trying to rip me off and hope I didn't complain, so they could have someone else pay for an upgrade to a better room as well, maybe get paid twice for the better room... [Less]