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| - When we first arrived in our room, the penthouse suite, the walls had wallpaper that was pulling off of it and looked generally in disrepair. Also multiple lamps did not have bulbs. We were facing the parking lot which we knew in advance so that was fine. Unfortunately, that first night, two different car alarms went off - once at 12a and again around 6a.
That morning, tired since we did not get good sleep, we waited for our breakfast to come. We had ordered via the card on the door the previous night and had placed our card outside the door no later than 12a - the instructions were to place the card by 2a. Our breakfast never came. I finally checked the door and saw that no one ever came by to pick up our breakfast order... We requested another room on the other side of the hotel in the am - the reception was very nice and we were moved without a problem. Great!
That night, my husband went to the lounge to get us a drink (the sign says that it is open until 1a). He went there around 11:30 and they were already closed. The hotel staff stated that even though the sign says they are open til 1a, they are allowed to close at 11p... The next day (Saturday) was great!
Sunday - Easter Sunday- was a real problem. We had plans to celebrate Easter with family at 2pm that day. We called to order room service around 10:30a. When we called, we were told that room service was not available that day from 10a - 6p! There had been no notice of this - not when we booked our stay, not when we checked in, not when we changed rooms and not even a sign under our door letting us know. How does a hotel decide to close room service for 8hrs without any advance notice? Their reason for closing was to prepare for their Easter brunch which was from 10a - 4p. This was a well known brunch so they had plenty of notice to let hotel guests know that there was not going to be room service! After speaking to his manager, the room service staff did finally take our order and delivered it. I should not have had to go through this process, though. Regardless, it was handled well by the staff.
Next problem was later that night. I had been told by room service on the phone that morning that room service was closed from 10a - 6p, so I knew not to call again during that time. While my husband and 4 yr old were swimming, I thought I would get us a table and order us a light dinner around 8:45p (we, as most people, had a heavy Easter meal that afternoon and wanted something light). I was surprised to hear that the restaurant closed early - it closed at 8p! Again - no notice. I asked the staff if I could just order it as room service, then. Shockingly I was told the entire kitchen was closed! The kitchen closed at 8p!!! This was incredibly frustrating as I was told directly by staff that morning that their would be no room service from 10a - 6p - which would lead most people to believe that after 6p the room service would be back to normally scheduled hours! It was not. Again - no notice and now incorrect information! I asked if I could speak to the manager. I was told that they would be at the front desk in the morning. I said OK and started walking back to my room. I was barely 20 feet away and the two female bartenders started talking about me! I heard them saying not nicely (what does she expect - it's Easter - why does she think the restaurant/room service would be open, etc). I could not believe it! The hotel staff was now talking behind my back!
I did an extensive hotel search in the surrounding area. Apparently this is the only 3 star or better hotel close to our family in Hudson. Does the hotel make these rules and have such terrible service because they have to competition in the area??? There are a few in Akron/Fairlawn - about 35 minutes from family and of course in Cleveland - 45 minutes from family. We did find a few bed and breakfasts, though that were within 20 minutes of family. We will be visiting this area at least yearly and very much hope that another hotel chain will open up so that we can stay there instead.
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