424 4th Ave.,
Hwy. 69 N
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We arrived early, the staff had no problem letting us check in to our room before the check in time. Very nice place, everyone was polite and helpful. It is in a great location. The Jacuzzi rooms are...
We arrived early, the staff had no problem letting us check in to our room before the check in time. Very nice place, everyone was polite and helpful. It is in a great location. The Jacuzzi rooms are excellent, best value around!
The AmericInn Lodge and Suites in Monroe, Wisconsin is a wonderful place to stay while visiting the area. We frequently return to visit family and always stay here. We have never had a bad...
The AmericInn Lodge and Suites in Monroe, Wisconsin is a wonderful place to stay while visiting the area. We frequently return to visit family and always stay here. We have never had a bad experience.
We booked a reservation over a month in advance for our son’s hockey tournament. Upon arrival we were informed that the 2-room suite we had initially reserved was no longer available and all they...
We booked a reservation over a month in advance for our son’s hockey tournament. Upon arrival we were informed that the 2-room suite we had initially reserved was no longer available and all they had left was a downgraded 1-room suite. Apparently the previous night a hotel guest (another parent on the hockey team) deciding he wanted to upgrade his room; was allowed to examine the hotel roster to see who was in the room he wanted, and was allowed to upgrade to the room we had booked. This guest told the hotel clerk, Jessica, that he knew us and that we wouldn’t mind (we minded). Without contacting us first, she switched the 2 rooms; giving him our 2 room suite and leaving us with his 1 room suite.
Upon check in we were told this story by the day clerk, Traci, we fully expressed our dismay; that we totally disagreed with any type of switch and that we could not believe the hotel staff had allowed it. The employee said she felt really bad but there was nothing she could do. She stated that she would talk to her manager asap and find a way to make things right.
The next morning, we charged full price for our 1 room suite and told to have a nice day. Neither of the employees Traci or Jessica, nor a manger, has ever bothered to contact us – either during our stay or as a follow-up.
We were completely dumbfounded that the employee would have the audacity and poor judgment to divulge our personal information to another guest. Since when is it OK for a guest to take another’s guests room without notifying AND receiving permission from the initial reservation holder?
Follow up – before posting this complaint online we called the corporate office to alert them to the matter. They seemed concerned and said they would have the manager from the Monroe location contact us asap. The Monroe, WI AmericInn manager, Selena, contacted us by email with a very generic canned response. She even had the nerve to say that she was not aware she was supposed to follow up with us regarding the situation! She denied anyone was allowed to look through the hotel roster – which we know IS what happened – and she also stated that we received a discount on the room, which we did NOT – we paid full price for the room we were given. The only mention she made of any wrong doing was that they switched our room without our permission and that she would use this as a learning tool for her employees.
Traveling can be stressful enough as it is, but to arrive at your destination only to find your reservation to be more of a suggestion, rather that what is really available, can be more than frustrating for multiple reasons. Needless to say we will not ever be returning to AmericInn as we value our privacy and apparently they do not.
First of all we apologize for how your reservation was handled. Unfortunately the front desk was a newer employee, and was convinced by the other guest that both parties knew each other being in the same hockey group. The other party reassured her the arrangement would be ok and implied it had been discussed as they were best friends. Obviously it was not and we are very sorry this happened. The front desk girl who made the error realizes this as well and has expressed her apologies and taken full responsibility. We do understand the frustration you must have felt when the room type was changed.
Concerning the personal information of our guests, we don't allow any personal information to be divulged with anyone. The desk clerk did not show any of our guest's information. We didn't even have a roster to show. I think some of the confusion may be in the fact that there was a room block. The hockey group had a block of rooms and as with any block whether wedding blocks or sport's blocks, the person making the block will verify who is in their block. From reading the log books and our discussions with all the staff, the only information ever given was a list of the players to the hockey coach in their block of rooms. This list only shows a name, arrival date and departure date and nothing else.
We've verified that the room you stayed in was discounted and the manager did offer a discount on your next stay. We have looked at what the manager has given thus far and we will be contacting you in the next few days to discuss the matter further. The manager was not aware that you wanted to receive a call from her. However, we know she did send an email discussing the information. Again we are very sorry for the experience you had and are making every effort to assure something like this does not happen again and want you to rest assured personal information is guarded very carefully.
Great location. Room (Queen Suite) had good space. Breakfast was good, coffe was always good (morning or night). Our only regret was not taking the advise from the staff for a steak dinner and the...
Great location. Room (Queen Suite) had good space. Breakfast was good, coffe was always good (morning or night). Our only regret was not taking the advise from the staff for a steak dinner and the sofa sleeper.
Great room. Very clean, quiet. The whirlpool was clean and in great working condition! Great lobby with couch, chairs by a large fireplace. Breakfast was above expectations and very clean. We will...
Great room. Very clean, quiet. The whirlpool was clean and in great working condition! Great lobby with couch, chairs by a large fireplace. Breakfast was above expectations and very clean. We will stay here again!
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