Country Inn & Suites by Radisson, Bloomington-Normal Airport, IL — Hotel in Bloomington

My fiance booked a room for myself and our two daughters on 4/9/24-4/10/24. Upon entering room #232, we quickly noticed the overall lack of cleanliness in the room. Most apparent was the fact that there were 3 refrigerators, two of which did not work, and reeked of mold and mildew. Upon further investigation, we found that the air conditioning did not work, and upon turning it on, a much stronger and more foul smell of mold began to fill the room. We found mold on the windowsills, air vents, bathroom exhaust fan, and inside the refrigerators. We went to open a window to allow some fresh air into the room, but then realized the screen window was also missing, which allowed bugs to begin flying into the room. There were also ants crawling up the door frame to the HVAC closet, and appeared to be coming from underneath the carpet.

We immediately contacted the front desk to inform them of the situation, and were offered no help, other than "air fresheners." There was no attempt made to locate another hotel for us to stay in, we were informed that all rooms at this hotel were booked, not even an offer to come and clean the room or offer us a discount was made. Upon further investigation, we discovered that the door to the HVAC closet was not locked, and when opening it, we found the walls and floor covered in even more mold, and it became apparent that general maintenance and cleaning were not being done. Also found was the caulking around the bathtub in disrepair, a rusty and half plugged up shower head, and a toilet that was not even securely fastened to the floor.

The morning of checkout, we skipped breakfast, as the eggs looked to be rubberized, and the overall cleanliness of the dining area was subpar, and the kitchen appeared to be composed of a microwave and countertop, nothing more. Approximately 2.5 hours after leaving, my fiancé received a call from Prasad Patel, the general manager, and during this call he attempted to bribe her with a free stay, under the condition that our daughters removed their reviews of our stay, and he also yelled at her when she confronted him about this. Until my fiancé refused his bribery, he appeared to act polite and nice, but after she said "how dare you bribe me like that" he turned into a rude, inconsiderate, jerk, and continued to yell at her, especially when she said that these reviews will not be removed because doing so would put other customer's health at risk as well, however he was not able to say much afterwards as she hung up on him.

A few minutes before writing this review, I called Prasad Patel myself, and during this phone call, he lied to me, stating he never asked my fiancé to remove the reviews, said that it was illegal for someone who didn't stay there to leave a review, even though it was our two DAUGHTERS who stayed there with myself that left reviews. He continued to call her a liar, and even admitted that the room we were rented was listed as "out of service" due to the air conditioning not working, yet for some reason the "system" wasn't working properly, which caused us to end up in this room. During our entire conversation, he was extremely rude, talked over me constantly, began raising his voice with me, and the worry was obvious in his voice when he said "this will get me into trouble."

I ended our conversation by asking for the contact information for the Regional Manager, Hotel Owner, or someone above him, to which he replied "I was told to handle things myself" and he refused to give me any contact information whatsoever. I left him my name and phone number, and specifically asked him several times to contact someone higher up, and return his findings to me, as I would like to know what resolution to expect from this. My family and I will not be bribed, will not be silenced, and will do what we can to ensure others are not exposed to such a dirty, disgusting, unhealthy place such as this. I do hope that either Prasad Pratel, or someone above him will not only reply to this review, but contact me personally to resolve this...

Disclaimer: I tried to discuss this poor stay privately with the company directly, emailing them through their corporate website on 3/2 and again on 3/9, but to date have received no response so unfortunately I need to take the review public.

Our stay three weekends ago was everything short of expectations on a quality hotel stay. We were frequently disappointed at every turn by the property and the stay as a whole.

To begin, we booked 2 rooms because we have a young daughter. We knew the daughter would be going to sleep well before the rest of the family, so we called multiple times to make sure that the rooms would be next to each other with the divider door in between so that we could put our young one to sleep and continue to catch up and hang out with each other in the other room. When we arrived, we were given rooms that were "next to each other" but only in number order (222 and 223). The rooms were not connected by the dividing door. While this was a slight inconvenience, it would have not been a large enough issue to make a complaint about if not for the other issues over the rest of the stay.

Additionally, upon check-in, there was a nice cookie display for a fresh cookie, however, it was empty. When I was in the lobby three hours later, still empty. Another event that alone, would not have warranted a response, not a huge deal at all.

Next, we put on our swimsuits and took our young daughter down to the pool with the rest of the family. We enjoyed some nice time in the pool, but the hot tub was empty and down for maintenance. Disappointing, but we understand everything can’t be working at all times.

Throughout the night, the bath faucet in 223 was heard dripping/leaking continuously. Eventually, we got sick of the sound and placed several large towels underneath it to stop the continuous dripping.

The following morning, we get up and head down to breakfast. The lobby is out of coffee and the breakfast area is also out of coffee. We have to ask if a new pot is being brewed and the employee put one on for us. In his defense, he was working quite hard at keeping the breakfast area stocked, and I feel bad that I am having to mention this.

Next, we head back to our room, put our swimming suits on to head back down to the pool with our young one, and there is a sign on the door that the pool is closed for maintenance. Not sure if it broke over the night or what happened. Surely it wasn't preventative maintenance on the weekends when people come to swim. Our daughter was understandably quite upset and it was frustrating.

Finally, we head back up to our rooms to shower and head out for something else to do. The shower in 222 is broken. The knob will not stay up allowing the stream to continue. It was fortunate, albeit inconvenient, that we had booked 2 rooms because otherwise, we would have been without a shower. (Additionally, this still needs to be resolved. When we checked out, we planned on telling someone about it but no one was at the front counter and we gave up and left our keys.)

Overall, complaining about any one of these events would come across as petty, but they started to add up and affect our experience. I felt like these are all things that didn’t live up to just my expectations, but that the brand/Radisson would be disappointed as well. Unfortunately, I am having second thoughts about that since I've not even received a courtesy email from them letting me know they received...

I’m sorry to be writing this review. We’ve stayed at this hotel probably ten times in the last three years, usually a full week at a time. We had no issues until my three night stay last week. I checked in Thursday afternoon and was told they wouldn’t be cleaning my room unless requested (which was fine). When I returned after a full day on Friday my bed had been made. (There are no “do not disturb” signs for the door.) To my knowledge that’s the only time anyone entered my room. When packing to leave on Sunday morning I discovered several things missing. The entire total of those things wouldn’t even be $20 but I was upset to think someone had been in my room going thru my things. I asked to talk with a manager at the front desk. The lady said no one was available but assured me I’d get a call-back. That was Sunday and this is Monday (8 days later) and after several phone calls I still haven’t been contacted. The lack of professionalism and taking responsibility is a sad disappointment. This could’ve been solved easily with cameras and electronic keys but they chose to do nothing. I noticed during my stay that several rooms had their doors propped open while being serviced by one cleaning person and cart. I hate to think someone in the hall had the freedom to enter my room. I wanted nothing other than an explanation and apology. BEWARE of staying at a place where your possessions aren’t secure, and nobody cares. We won’t be back! This incident also cost the hotel ten rooms next summer. My uncle physically walked in recently and spoke to a lady at the front desk requesting a ten room block for a family reunion. She assured him it was taken care of and quoted a price. He asked me to double check while I was there…no such reservation was on the calendar.

To management…please don’t even try to deny any of this happened. Every single word is true, and we took the names of each person...