Rated 3.7 out of 5 by 47
Rated 2.0 out of 5.0 by Medwards07 No heat in room!
We arrived at 3 pm in the middle of a snow storm. Got checked in. Went to our room and it was freezing. Everything I touched felt like ice. My husband and I got the furnace running but it would only blow out lukewarm air and very lightly.He checked the filter..it was clean. We call ed the front desk after 15 minutes and asked for another room. She said the manager was coming to look at it. She got there...put her hand over it and said it's warm. I said..It's barely warm and very cold in here. Can we have a different room with heat? She says I don't have any other rooms.I questioned her and she kept saying no more rooms. SO I said well what are we supposed to do? She said....if you have some errands to run it somewhere to go and maybe it will start working. I explained that we are in the middle of a snowstorm we just got in and don't want to go back out. SO she says...well I can give you your money back. I said...then what? She said...you can go find a room elsewhere. That was totally unacceptable....in a snow storm that late in the day and after I made reservations weeks in advance. She left out room. I thought I would try the front desk clerk again as she was very nice but overruled by the unaccommodating manager. There was a lady checking in. She paid and was waiting for her room key (it's almost 4 pm now) then they tell her that her room isn't clean yet and if she has some errands to run. I told the lady...good luck...when you do get your room I hope it's warm as I have no heat in mine. The manager comes back to the desk and I ask her if she has a space heater we could use...and she says that illegal. In the meantime, 6 other guests arrive...one almost falls because the floor is so wet. The manager looks at them and says....it's going to be awhile...you people will just have to wait. And I asked again.....Can I pay to upgrade to another sized room? I have no heat and it's just not fair.The desk clerk just took over (thank God) and put us in a king suite.....WITH HEAT! The manager kept making excuses to the guests waiting to check in......2 of our cleaning staff called in because of the weather.....well I live in Iowa and I will tell you plain and simple...The storm did not start in Burlington until 1 pm that day. I would have assumed That rooms should have been finished up by 1pm. Poor excuse. As a manager she should have been cleaning them herself if need be. I thank God for the Desk Clerk that walked into this nightmare. She kept her cool and was accommodating to her guests. Your manager, on the other hand, Needs to find a new job. The New room was very comfortable and warm. no complaints there!
February 24, 2014
Rated 5.0 out of 5.0 by PiratePhil Warmth in the cold
Recent stay in Burlington Iowa in sub zero weather - hotel was warm and friendly. Parking lot always cleared and rooms plenty warm.
February 14, 2014
Rated 4.0 out of 5.0 by Andy432 Very Helpful
During my one night stay at this hotel I had an unfortunate incident where I dropped by keys in the snow and did not realize it for 11 hours. One employee in particular, by the name of Dave, went above and beyond to help me find those keys. While we were unsuccessful, he demonstrated outstanding customer service. I just called the hotel to see if the keys had turned up, and while I was on hold Dave picked up the phone 3 times during 2 minutes to let me know that they were still there and that the person that answered the phone was still looking. Again, great customer service. Thank you Dave!
February 11, 2014
Rated 4.0 out of 5.0 by LFCosty Good bed
Good Bed, Good Service..Clean, comfortable. Good breakfast menu, good coffee and good cookies in the evening.
February 10, 2014
Rated 5.0 out of 5.0 by indee49 Consistently excellent service
Traveling here frequently for work. It's all good.
February 1, 2014
Rated 3.0 out of 5.0 by TommyG1960 No heat and TV Remote did not work
I expected more. The heat never really worked. Not on auto fan or high setting and it did not matter how high I turned up the heat, it never really kicked in. The windows were cheap and also contributed to the room temperature. As a result the room was cold.
The remote did not work reliably. Not a simple battery issue.
These are minimum expectations for any room much less for a property positioning itself in the $100 plus per night segment. I'm a business traveler looking for basic comforts at an affordable price. This was not it.
January 26, 2014
Rated 5.0 out of 5.0 by Jetcaptain Fantastic staff & room!
Family get-together went smoothly. Helpful staff. Nice spacious suites & regular rooms. Clean & comfortable.
January 1, 2014
Rated 5.0 out of 5.0 by j34u4 Great Stay!
Great stay, great staff members!
would highly recommend this property if traveling in the Burlington Iowa area! Very clean and cozy rooms, had a great night's sleep! wonderful breakfast.
December 13, 2013