Review of Country Inn & Suites 3*

I booked the hotel for a night away trip with two young children who were looking forward to swimming. I tried calling prior to booking and waited on hold for 20 minutes before giving up. When I walked into the hotel there was a sign at the desk stating that the pool was out of order. The woman at the desk, who was less than friendly and did not look me in the eye once, told me the pool had been out of order for 6 months and that this was on their website, repetitively like she was reading from a cue card. I checked the website before booking and checked again and I still cannot find where it says that the pool is closed. We asked if we could at least use the hot tub and were informed it had been out of order for a year and that they were waiting on parts for both the pool and hot tub that were on back order. I tried to find another place to stay but unfortunately everything else that could accommodate the size of my party was booked for the day. The hotel has a faint smell of stale cigarettes as you walk through the halls, despite the sign located at the front desk that this is a non-smoking facility. The floors in the hallways were disgusting, bottle caps, mud chunks, salt, lint, you name it. The television in the bedroom did not work and the television in the sitting area had no remote. Our room had an indescribable odor. The carpets were minimally vacuumed leaving crumbs and dust along the edges. There were clods of dust hanging from the ceiling, brown stains on the ceiling, brown stains on the curtains and everything was dusty. The furniture had not been wiped well, you could see the remanence of previous guests’ meals on both tables. The kitchen was filled with random silverware that was not cleaned well enough. There was no sponge or Dishsoap provided to make them any better and nothing for the dishwasher. When I tried to get a plate out of the cabinet high above the sink, a smaller plate had been stacked on top and fell almost hitting me in the head and shattering all over the room. Went to the front desk but had to wait for her to make a “very important phone call. ” There was a dog barking nonstop down the hall since we arrived. Apparently this was the dog of the housekeepers they brought in from Buffalo who had gone out for the night and left their dog in the room to further annoy all the guests, as if their dingy cleaning job wasn’t enough. Once off the phone, I asked for more towels and a vacuum to clean up after the plate that had shattered. I was told “it’s much too late to run a vacuum” (meanwhile the small dog with the piercing bark was still barking) but towels would be delivered. I further explained that I had small children with lots of energy because there was no pool, who would soon be barefoot and ready for bed and needed the vacuum so they wouldn’t get shards of glass in their feet. To this she said “I’ll see what I can do. ” About 5 minutes later a man showed up hacking his lungs up on the stack of towels he was carrying for us. Then questioned why I needed the vacuum. He later brought the vacuum to the room, I turned it on and a puff of smoke came from it as soon as I turned it on and the smell that came from it explained the lingering stench in the room. I went multiple times to the front desk and no one was there. When I went to shower in the morning, I laid the bath mat out and there was someone else’s blood on the towel. The breakfast was just as disappointing as the overall experience and as it dwindled it did not seem to get refilled. Then, as if our experience was not bizarre enough, an employee who was working the desk seemed to quit in the middle of our meal, yelling and swearing as he walked out of the door and then proceeded to walk back in to yell some more. I will never stay at this hotel again and absolutely do not recommend it. I get being understaffed. I have worked in situations that are understaffed, but being understaffed should never effect the quality of your work or the level of hospitality, courtesy and professionalism that you show guests.