Country Inns & Suites

Galesburg, IL I reserved one room on October 1, and on October 11, I later reserved a second room for more guests and requested that the two rooms be adjoining. I received a confirmation e-mail for EACH room. I called the hotel directly on the morning of check-in to let them know we would be checking in late and to confirm that our two rooms would be next to each other. The Manager, Eric R. Herrera, assured me my rooms were not only reserved but would be either next to one another or across from one another. When we went to check in, the night clerk, Connie Menard, was rude and very unprofessional. After telling us that she only had one room reserved for us, and then informing us that the first reservation was cancelled and not reissued, she accused us of lying about contacting Mr. Herrera that morning. In our case we had a situation where the credit card company issued a fraud alert when we reserved the room. After assuring the credit card company that we did indeed use the card to reserve our rooms, we thought nothing of the matter. Ms. Menard rudely stated that she had sent me an e-mail on October 2, telling me the first room reservation had been cancelled. Obviously, I did not receive this e-mail about the cancelled reservation because I made the second reservation and asked that the two rooms be adjoining. Why would I make a request about TWO connecting rooms if I had known one was cancelled?????

After a late night phone conversation, Mr. Herrera compensated us by sending us to another hotel in a smoking room in a dirty and run down facility---AWAY FROM OUR OTHER FAMILY MEMBERS. We do not smoke and the stench was awful. We kept the window fully open all night and cracked up the heat so we would not freeze.

Although Mr. Herrera apologized over the phone, Ms. Menard NEVER apologized for the inconvenience, and was completely accusatory the whole time. In fact, another guest checked in during our time at the front desk and Ms. Menard was soooo pleasant to him, but never offered us the same courtesy. Worst experience ever with your company.