Quality Inn Cle Elum-Ellensburg — Hotel in Cle Elum

This was the worst hotel experience we have ever experienced, most especially due to very poor management. We would give it less stars if we were able to. To begin with, the reservation we had on hold for a long time (due to a family wedding in the area) and that we had confirmed the previous day, was surprisingly canceled the morning we were to arrive. The manager was 'not available' and did not call back to the front office staff (as he said he would) when we were told the hotel was sold out but that we could book a last room at a higher price. We were stuck because we needed to be at the rehearsal dinner that night, but we said we wanted to ask the manager about the price increase since the booking cancelation was not our fault. When the front office staff showed us the alternate room, the TV was on and the beds had been slept in - the room obviously had not been cleaned. When we were shown a third room (although we had been told they were 'sold out') there was some poo dried on the inside bowl of the toilet, the TV was not connected or working, there was no plug for the sink, the curtain was broken and hanging down in one place and the hair dryer was also broken. At this point we needed to go to the rehearsal dinner and we had to use the room because we were in the wedding the next morning and there were no other available hotels in Cle Elum. A new front office staff member was then on duty (who wore head phones for music the whole time). We asked her for a hair dryer that worked and we were told there wasn't one and that, "many of the rooms have hairdryers that don't work." The next morning when we asked to speak again to the manager the front office staff said he was not available still. Finally another wall hair dryer was left in our bathroom (they did not connect it for us) and when we tried to connect the dryer we found it also did not work. Ironically, there is a sign in the bathroom that says to let the front office know if you are missing any amenity. However, there is not a working hairdryer, nor any extras. Luckily we were able to borrow a hair dryer from another person attending the wedding who had brought a personal one.

In addition to this horrible customer service experience, there is a train that runs right behind the hotel, so it is incredibly loud when the train comes through (especially hard to sleep at night). The walls are very thin so we could clearly hear anyone's conversation in the hallway. The hallway rugs are stained, so look unclean. Breakfast was mediocre and although on their website it says you can 'grab and go' your breakfast, there was a sign posted in the breakfast room that specifically said you were not allowed to take any breakfast item with you.

We wrote a detailed email to the manager contesting the price increase as we could also see that the original booking we had made had been reinstated at the price we had originally booked it for. We also asked for a discount given the room issues. He did honor the original price but did not provide any discount.

I would avoid the Quality Inn in Cle Elum. Unless they get a new manager, I believe any other hotel would be better...

I CRIED!!!! I have never had such a bad experience! The lady at the front desk was the most awful manager/owner/customer service ever. We woke up to our whole room hot boxed with cigarette smoke, (we asked for non smoking room). This happened at 4am but the front desks sign said not open until 6am. Until then my children and myself were grasping for fresh air. When we told the lady she said there was nothing she could do. When I mentioned the smoke she said she doesn’t know how that could happen and then accused me of causing the smoke. When politely asked about changing rooms she said NO! That I should have told her about this problem last night upon check-in????? This did not occur until early in the morning. All the negative reviews on every site were ON POINT! Review #1 said hallways smelled of air freshener covering over a molding smell. TRUE! Review #2 There was black mold. TRUE! Review #3 There were cracks in the ceiling. TRUE. Review #3 The building looked very old with no updates. TRUE! The photos of the room online were obviously staged for that photo alone. That was NO WHERE near close to the reality of the room. Upon arrival I always check the sheets, I found a mature bed bug! Hair within my sheets, clearly the sheets were not changed!!! Carpet was filled with animals hair/smell and smoke! The lady was so rude! I asked her to please make things right and show that great customer service to show that great 8.2 customer service score posted on the window. She said GO AHEAD AND WRITE A REVIEW, YOUR LITTLE 1 REVIEW WONT CHANGE MY SCORE!!!! I was in tears!!! She told us to leave, but we had a 2 night reservation and only stayed one night! She said we may not have a refund! I have never seen a hotel like this ever in my life and we travel a lot. We ended up calling the Hotel across the street. Soooooooo much better! Up to date rooms and customer service was wonderful! We explained what happened, they gave us a pro rated rate- they told us to come on over and they would take care of us and apologized the awful customer service we received at This hotel! I WOULD NEVER EVER RECOMMEND STAYING AT THIS AWFUL HOTEL! Please save yourself the awful customer service and unsafe conditions and pay the extra few dollars across...

Nice, clean rooms but towels were worn in spots, pillows were flat and there weren't enough of them, poor water pressure, and the blankets are paper thin. There for 2 nights and planned to be in the room for only a minimally, so we didn't let that bother us. Also, breakfast ended at 9:30, so get up early.

We returned from the wedding and couldn't get in the room. The lock had malfunctioned and none of the keys would work, including the master.

The owner offered no solutions to get us in our room. He didn't want to break the lock on the window. Our friends down the hall said we could stay in their room. We returned for visiting our friends and found cots in the room but no pillows. The front desk was closed, so we slept, in our clothes, no toothbrush, in contacts, on saggy cots with no pillows. We aren't on medications, as we wouldn't have been able to get to them.

We were told the locksmith had to come from another town. We went to breakfast and upon return, still no locksmith. We weren't willing to wait any longer. He ended up having to break the lock on the window anyway.

We were only comped the night we weren't able to use our room. We should've been comped for the first night as well. The lodge was sold out and the owner didn't have a plan to get us into other accommodations. If our friend hadn't offered her room, we felt we would've been sleeping in the car. She wasn't offered any discounts or compensation for having 5 ppl in a...