"No pool, dated rooms, cleanliness questionable."
Overall Score2.0/ 5
I made a reservation at Americinn in West Bend, WI based on verbal information from the hotel staff that the hotel had a swimming pool. No pool, we found out on arrival only a small exercise room with two pieces of equipment. Upon check in, I tried to cancel my reservation and the hotel staff indicated they could only cancel one of the two rooms I rented. The “one made on their website,” I was told is a “third party” reservation and the manager told me iit could not be cancelled. The 2nd reservation made directly by my “calling” the hotel location, the day manager said no problem they “could “cancel. This is the information given to me by the manager on our March 2nd check in date. The following day when I contacted the official “Hotel Manger”Toby, she told me “neither of the two rooms could be canceled as their system will not allow them to cancel or courtesy cancel any reservations at all”! After cancelling our two room reservation “in person” at the front desk with “onsite staff at the Americinn”, we left with the understanding the two room reservations were cancelled. We rented two rooms at a different hotel 10 minutes from the Americinn. I contacted my credit card company to find out if the West Bend Americinn room charges had been cancelled and they had not been cancelled. I am disappointed with the mixed messages from the front desk staff desk persons and manager at the West Bend Americinn and wouldn't be able to recommend them because of lack of professionalism and customer service. I made no demands, only apologies for receiving innacurate information regarding their amenities after arriving with two very sad little gymnasts to find out there was nothing for them to do at the Americinn. Now I have paid for two rooms we never used and would like a complete refund. The staff was kind at first but when I called back the next day to double check and make sure the cancellation was in process, the official manager ,Toby, was rude and offered me no concellation or alternatives she told me, policy is policy!
04-Mar-2019 Verified Review, stayed from Sat Mar 02 to Sun Mar 03 2019 at a $113.99 average nightly rate.