Rated 5 out of 5 by srpbs2001 Good Hotel
Spent a week at this hotel. Room was comfortable, had one bad night when the people in the room next to us were making a lot of noise at 4.00 am, thank God they only stayed one night. Must compliment the staff, they were all very friendly especially Barbs at the front desk and the restaurant staff.
April 7, 2015
Rated 1 out of 5 by Hfrank22 never again will I stay at this hotel
I am a Platinum Starwood member, and I am also in the Ambassador Program with over 100 nights annually, and 33 nights already this calender year. I have always chosen this hotel do to it's convenient location for my work so I was a returning guest during this trip.
After making the reservation, and prior to my arrival, I contacted my Ambassador and asked that she phone the hotel ahead of my arrival to see if there was a possibility of securing a suite upgrade. I was to be conducting interviews in the room and desired a bit more space, I was also willing to pay for such as it was a necessity. My ambassador contacted the Hotel on my behalf and an upgrade was secured. A few minutes later the upgraded room, a two room suite with separate living room and bedroom, showed in my reservation summary and I was all set.
Shortly before my arrival I checked my reservation and noticed that I had been downgraded to a standard room with two double beds, and no suite. I then created a new reservation on my SPG app to check availability and noticed that suites were available so figured it just a glitch, and that it would be handled during the check-in process. Below is the copied email which was sent to my Ambassador the following day which somewhat explains what was to follow.
Thanks again for your help with my Sharaton reservation Tuesday. I must tell you, however, of my experience during check-in.
Tuesday, after we spoke, my reservation did show that you had secured my upgrade. Yesterday, before my arrival, I looked again and noticed that I had been downgraded to a regular room with two double beds. No big deal, but I wanted to share the experience that was then had during check-in.
I arrived at the Hotel and found that I had been downgraded to a regular room, even though there were suites available. I checked this on the Starwood app by creating a New reservation on my phone. I mentioned to the individual checking me in that you had called and arranged for the upgrade as I was to be conducting interviews in the room, and that I was in need of the extra space, if possible. She responded by telling me that there were no suites available, she also wanted me to know that she had no control over suite upgrades, and that it depended on the type of reservation that was made. She went on to say "well, we can't kick someone out of a suite that they are already in to accommodate you!" really..!?
Anyway, I was in one of those moods so I challenged her by showing her the room type availability information on my phone. At that point was willing to pay for the larger room if need be. In a huff she left to talk with someone and when she returned several minutes later the upgrade was honored.
I was disappointed that I had to stand there and convince this person that there was a suite available, and that I was willing to pay for such if need be. I also felt her to be a bit rude. All ended well, and this was exactly what she felt like muttering to me under her breath as I was turning to walk away.
Perhaps I expect more than I should but it really was a lousy check in process. Moreover, I can't help but wonder how they treat guest that don't travel much upon their arrival if they treat returning guest in the Ambassador program like they treated me?
I hope you know how much I appreciate you calling ahead like you did. Perhaps it's time that I find a New destination when my travel brings me to the Milwaukee area and will contact you when my plans bring me back next month for your suggestions.
With my sincere thanks, talk soon.
That is my review..
April 4, 2015
Rated 5 out of 5 by Stephnie Wonderful Stay
We were welcomed right from the very start and the staff displayed knowledge, politeness and courtesy at every turn. They impressed myself and my family. I would stay with them any time.
March 2, 2015
Rated 5 out of 5 by velma65 great staff
Friendly staff. Good food in restaurant. Cold in halls. Room clean.
February 23, 2015
Rated 1 out of 5 by SPGLOVER25 Do not stay here...trust me!
This is a terrible hotel for customer service. They are always rude every time I stay here. Both, the managers on duty as well as the front desk staff are never happy or friendly. The worst part of the stay was the 1 1/2 hour wait for the airport shuttle. Yes, one and a half hour wait in the cold (unless you wait inside in hopes of not missing the shuttle). They told me that the reason was the 40 minute drive it was to and from the airport. Nope, it took 18 minutes both ways every other time I went (as well as this particular time I stayed there). So, I tried to cancel the stay without a penalty because I was waiting for a hour at this point. I rather have stayed at another hotel (one that had already been back and forth to the airport like 5 times while I waited). The manager on duty refused and was very rude about it. She kept saying that it was because I was past the deadline. I reiterated that I was canceling due to sitting out in the freezing weather for an hour waiting to get to the hotel. The manger again told me sorry but the rules are the rules haha. So, I waited and waited. I got to the hotel 2 hours from the time I landed to the time I walked through the front doors of the hotel. And it got better when I came into the hotel. There was no apologies. Only "blaming the customer attitude" the minute I spoke my mind on how I felt about the incompetence of the hotel procedures. If it's my fault the hotel is run this way then I will gladly stay out of their way and stay elsewhere next time. I sent the GM (sub) an email regarding my stay and I have yet to hear back from him. Not fair, especially since I took the time to wrote an honest letter describing the issues I had. Please stay elsewhere, especially if you are coming into the MKE airport...trust me on this one.
February 4, 2015
Rated 5 out of 5 by Mkrause66 My 2 Night Stay
I stayed at the hotel on Friday, November 28 and 30th. When I checked in I was greated by very professional front desk personel. The hotel was nice, quiet and cozy. The food was amazing and our room service was good. I would stay there anytime and would recommend this place to my family and friends.
December 3, 2014
Rated 4 out of 5 by Vikingfan63 Friendly Folks
I stay here quite often and find that everyone is very helpful. Every morning during my buffet breakfast all the staff, especially Tammi, go out of their way to make sure I'm well taken care of.
November 20, 2014
Rated 4 out of 5 by RoseMarie13 Great Night's Sleep
The room was quiet and the bed and pillows were very comfortable.
November 12, 2014