I was traveling 7 hours out of state to pick my son up from band camp. At the last minute my dad decided to ride along. I had already booked the hotel through Orbitz with one king bed (thinking I would be alone) First, although the address of this hotel is Mattoon, it is south of Mattoon and not by the Mattoon area. There is a McDonalds across the street, but no gas station, or anything else and as far as I could tell no restaurant at the hotel. We arrived @8pm. The hotel is very large and on the night we were there it was not 1/2 full. I asked the desk clerk to change my room and she refused because I had booked on Orbitz. I mentioned that I did not was to cancel my room, I just wanted a room with two beds so that I didn't have to sleep with my father. (Who then offered to sleep in a chair!) She said since I booked through Orbitz she could not cancel or change my reservation because of their policy. I asked to speak to the manager, the sign behind the desk said manager on duty : Kelly Campbell, but there was actually not a manager on duty. The desk clerk, Paige, then explained to me that I would have to call orbitz and then orbitz would have to call them, then they could cancel the reservation and book a new one. As Paige had "done the same with a guy earlier that day". Due to our late arrival it was difficult to explain to Orbitz was we were wanting to do. They thought I was wanting to cancel after the cancelation policy time. They did not quite understand that I was just trying to get a different room. Anyway....after an hour and a half (it is now 9:15) it is finally straightened out and I am able to get a room with 2 beds. Paige was very apologetic and explained that she had to follow the exact process or risk getting "ripped a new one" by her manager tomorrow.
We were then put into room 100 right by the lobby and exit and the wall was so thin that we could hear the conversations of people in the lobby on their cell phones. It appeared that the rooms were in renovation as there was brown tile putty on the bathroom floor. The bathroom was dated, but overall the room was very basic. The breakfast was a very typical hotel breakfast. OUTDOOR POOL!
My advice to this hotel is that if you are going to allow people to make online reservations you need to be flexible with them as life happens and things change. What you did was make sure that I will never stay at your hotel again!!!!!
- Official Description (provided by the hotel):
- Quality Inn & Suites Conference Center is a 2 time award winning hotel (Gold & Platinum)Conveniently located right off I57. We are a host hotel for Lake Land College and EIU. Our award winning staff take pride in this hotel as well as all our guests! We look forward to seeing you during all your travels! ... more less
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