Review of Arrow Hotel 3*

The hotel is in 2 buildings, the original old hotel and a new building across the street. We chose to stay in the new part. Little did we know for the price of a Hilton it was going to be more like a Bates Motel experience. Upon check in the old hotel was just that. Worn with the musty smells. We went to the parking garage. First thing we noticed is that they do not clean the floor of the elevator, it's worn and stained. When we got to our floor the building had a smell of new construction. A mixture of chemicals and building materials. The room had the same smell. At first it looked pretty good. My wife went to the bathroom and first thing she found was a trash can, full. Half the towes were missing, and absolutely no toiletries. I called the front desk and asked them to bring us the items and to empty the trash. She acted like it was a problem but agreed. Then I noticed their were no coffee pods. When I called the front desk she was already OTW. After she emptied the one trash can and gave us the towes and soap I mention the coffee and she seemed a bit annoyed about that. I told her we were going to eat and I would just pick up some later. After our meal, not a very good one, I'll talk about that in another post, I picked up some coffee. Back at the room as I put the coffee up I noticed a used coffee pod in the coffee maker. Then I discovered another trash can full of trash. I didn't want to disturb the front desk so we just set that can aside. We tore the bed down to see if the sheets had been changed. Pretty sure the linens were fresh. About bedtime my wife received a message from our vehicle that the alarm was triggered. We called the front desk to see if they had security. Asked them if they could check on it for us. They told us they would look at the video. So, guns drawn, we went down to investigate. Nothing unusual. When we got back to the room the front desk wanted to let us know that they seen us there. We never saw them. The next morning I had thoughts of a hot breakfast with the homemade cinnamon rolls they advertised. I went down first. Got there a 8am. Breakfast is untill 9am. Guest were waiting for food. No cinnamon rolls. The gravy was just about out. A few potato peices, part of a sausage, and some egg fragments. They said "food on the way". They brought out 6 rolls and some gravy. The crowd was not very impressed. We rationed the biscuits, I got one in a small bowl with some gravy. They ran out of plates but assured us the dishwasher was full of them. After my biscuit I went back to wait on some eggs. Still no clean plates. They finally brought out some eggs with 6 slices of bacon. I ended up with a small bowl of eggs that I carefully picked off, above the water level in egg pan. 45 minutes later I was done. About 2 hours later I received a text that they charged an additional $300 to my credit card. I immediately called and the lady who answered told me her name is Cindy. She informed me that the charge was for smoking in the room. I told her we did not smoke in the room. I am not a smoker. She told us she has evidence, pictures of a cup with cigarettes in it she found in our trash can. I ask her if it was the trash can that was not emptied from the last guest. She did not even want to discuss it and hung up on us. Called back, she answered and I told her I wanted to talk to her supervisor and she said "I am it, I don't have one". When I tried to explain to her that the trash cans were full when we got there she hung up again. Called again, I asked her if she was hanging up on us, she hung up again. Three more calls she just picked up the phone, didn't say anything, then when I did she would hang up. In short this hotel has a good idea of being a quality establishment but lacks management. It's evident from the condition of the room, poor housekeeping, lack of security, disreguard to provide services to the guest, and what seemed like a never apologize for anything policy that the greedy failing excuse of management or maybe even the owner themselves have no appreciation for their guest. The Arrow in Broken Bow is indeed a BROKEN ARROW.