Cobblestone Inn & Suites - Avoca — Hotel in Avoca

So disappointed. We have been traveling for 15 hours straight with young kids. I booked a room around 10pm directly on their website with no problems. We pulled in close to 1am and my baby woke up screaming while I was searching for my wallet. I finally made it inside just a few steps behind some other people walking in. These people didn't have a reservation and in the middle of checking them in the lady at the front desk asked if I had a reservation. When I responded that I did she said they were full but she would "check the system for my reservation". She continued to check in the walk ins ahead of us and gave them an upgraded suite. Although I had made my reservation hours prior, the reservation couldn't be pulled up in the system. I pulled up the confirmation email and even verified the email address it was sent from was in fact their email and the phone number on the confirmation rang directly to the front desk. Even though I had verified I was, in fact, at the correct hotel the woman at the front desk kept insisting I must have booked at the wrong hotel.........even though the confirmation CLEARLY showed we were at the right hotel. But I digress.

The authorization charge is on my card, but we were turned away. Back to the car with a bunch of screaming kids in the middle of the night. Everywhere along the road was BOOKED. I literally called 17 different places all of which had no rooms left. My blood is boiling because finding a hotel room at 10pm versus 2am is a completely different story. We ended up continuing on to Des Moines where the Wildwood Inn was HIGHLY accommodating, offering an upgrade and a discount after hearing exhausted kids in the background and an extremely exhausted mom.

I understand system errors happen, but own up to them. When a customer can literally verify the confirmation came from your exact hotel, don't keep trying to tell them they must have the wrong hotel. Apologize. Offer a voucher or some help finding another hotel. Anything other than try to blame the customer (who had all of their ducks in a row in the...

The star that is listed shouldn't even be there. I had to click on the star in order for this review to post... 0/5 stars.

I've never had such a terrible experience at a hotel. My boyfriend and I were on our way to Michigan from Colorado, we were tired from driving all day, so we decided to make a stop to quickly rest up and leave first thing in the morning. We got in around 8PM and the room smelled like a dirty old man. We left the hotel at 3am to get back on road. Two days later, my boyfriend shows me that Cobblestone charged us $367!!! Our room was only $75!! He called the hotel, asking what the charge was for, and the lady that answered throws an attitude and says that it was for a smoking fee and they couldn't book the room for a two days. He stated that we did not smoke in the room, which we did not, the room already had an odor to it, and politely asked for the manager. She ended up being the manager (if that's even true) and then he asked for her name. She says "You ain't getting my name, that's not important." Then hung up on him. Frustrated with how she acted, he contacts corporate. It was the weekend so he left a message explaining what had happened over the phone with this "manager." He called the hotel again just to let her know that he's handling it and already called corporate, and she had the nerve to say "Don't hold your breath honey, corporate isn't going to do sh**." and then hung up on him AGAIN.

It's been 3 weeks, and we STILL have not heard from corporate. I DO NOT RECOMMEND STAYING AT THIS HOTEL. We completely regret not staying at the Motel 8 in Walnut, like we normally would have, but we thought we would try something new. If you're driving across the country and need to stop, DO NOT STAY AT COBBLESTONE INN AND SUITES. I will be sure to let everyone I know not to waste their time and money at such a dump of a hotel with...

GM Dismissive & Unhelpful with Necessary Cancellation.

Due to an unexpected serious illness in my family, I first postponed, then had to cancel, my trip. The hotel changed the dates of my stay for me when I called to initially postpone, and sent me a corrected itinerary - that's where the problem started. They did not change the dates on the online reservation, nor tell me to go there to modify it, so the online res still showed the old dates. When I tried to completely cancel online, it would not allow changes to an "expired reservation". But what about the upcoming one I had in my hand? That's the one I needed to cancel to avoid charges.

When I emailed the hotel, Heather wrote to say they could not modify or cancel an online reservation. I emailed her the modified itinerary that HER hotel had sent me, and asked her to try, as they HAD been able to change it (at least within their own system). I never heard a reply. I called the general reservation number, and a very sweet lady tried to correct the mess, could not, and told me to call the hotel directly. Heather was even more rude and unhelpful on the phone, refusing to listen as I tried to explain that HER hotel had caused this issue with the dates, and doggedly repeating her mantra that she "could not modify or cancel online reservations". I asked if she had even tried to cancel it, and she finally admitted she had not. When I asked her to try, she sighed deeply and loudly - I guess helping others is an incredible imposition on Heather.

She finally looked in the system, and told me that her system showed the reservation was cancelled, and there was no upcoming stay. So I guess I had no reservation after all. Well, I hope I don't - we'll see if I am now charged. Thank you to the Cobblestone employees who were kind in trying to help me, but do not expect any assistance...