Please read full review because, in the end, I would recommend this hotel. I was recently in Stillwater moving my daughter from her dorm at OSU as well as having her car repaired and spent 4 nights
at this location. (I should mention that we've stayed here once before and everything was perfect during that particular stay.)
This stay, however, started off very rocky and by day 2, I was ready to move hotels. I won't go into every detail, but there were too many issues with housekeeping--muddy hallways that weren't vacuumed for 2-3 days, no toilet paper left in the room, room service trays left in the hall for 2-3 days, as well as several other things that alone would not have been a big issue. We also had maintenance issues in our room--AC problems--that I mentioned the first day, that were not properly taken care of until I was actually moved to another room the 3rd night.. Also, several employees at the front desk were not always present, and on about 3 occasions, after waiting at the desk for some time, I peeked around into the office to find them sitting, texting.
By day 3, I was planning to move to another hotel, even though I had only one night left. Deciding that this was unfair to the manager, since I'd never notified her, I asked to speak to her. KIRBY H. was the front desk manager on duty at the time. We spoke privately, and I gave her my full list of disappointments. She was extremely apologetic, listened intently, and promised to make sure that things were taken care of immediately and that I would be compensated for the inconveniences. She asked if I would agree to stay my last night there, and even though I had been quite ready to move, after speaking to her, I felt confident that she was going to take care of the issues and, in fact, stayed the last night. (She did also explain, not by way of excuse, that they had some new housekeepers, one who had a language barrier, that would be getting some additional training.)
I was gone for the remainder of the day, but Kirby assured me that when I returned that night, things would be in order and that there would be compensation. And she was true to her word on both accounts.
Everything was spotless down the hall and throughout my room. I had an AC that worked properly. And I found a very sweet note on my bed apologizing for the inconveniences and offering any other services that I might need. As I left the next morning, I stopped to thank Kirby and told her that I would indeed be back. She was gracious and informed me that they had already had a meeting with the employees who had let some things slip.
So, thank you, Kirby H! You were not only very generous with your compensation, but you took care of every last problem and immediately took steps to ensure that these sorts of things didn't happen again. Nice managerial skills! KUDOS! I will be staying with you soon. [Less]