Surety Hotel, Autograph Collection — Hotel in Des Moines

Upon arrival a man with a beard checked us in and we asked about parking because we first tried to park in the $25 lot they have mentioned in their website but it was full and we have a truck and it was mainly for compact vehicles. We showed the man checking us in where we were parked and he informed us we’d be fine parking there because the meters were down for the day. The room was very clean and nice, we got ready for the concert and headed downstairs to their bar/restaurant. We sat at the bar and waited at least 10 minutes before the bartender came out and informed us they didn’t have any coconut rum, at all, which was odd. So we left and walked to another bar where they did. I will say walkability of this hotel is great. We came back from the concert and our truck was GONE! Our initial thought was that it was stolen. We checked the trucks gps app and it showed at Crow Tow. We immediately went up to the clerk that checked us in earlier and he was helping another family that was quite upset about their stay as well and going to a different hotel. The clerk was shocked and said he did not see anyone tow our truck and said that we could call the towing company while he helped out another couple that was also upset with their stay. We called the towing company and they said it was on a “hold” with the police station (turns out this was not true, & we didn’t even get a parking ticket, they just towed us without checking with the police!!) According to our Uber driver to the towing company, that company goes around the city and tows anyone that looks off and files it for the police station to investigate later. We paid the towing companies fee and returned to the hotel where we asked Brooklyn about compensation for this atrocity. She said she didn’t have authority but passed it along to her manager who gave us a call and stated she filed a req for our refund, said we’d hear back by Monday. Well it’s now Wednesday, no call. Also sleep wasn’t great, because of the train blowing its whistle every 30 minutes it seemed.

UPDATE: JC,

Although it was out of your control, when staying at a hotel, we did expect that we would have a safe place to park our car when staying at your hotel.

For that reason, we were told we’d be reimbursed, please update me on the...

We came to Des Moines for a family wedding. WOW!! I just don't know how to put into words the overall experience we had. From the small minor details to the major big ones that you just learn to expect from any hotel stay. The Surety Hotel and staff are one of a kind. The rooms are luxurious. (Great for a romantic escape or an added memorable stay.) The energy efficient technology was unique and the history preservations throughout made it fun to tour every floor. Location Location Location!! We were able to walk to the farmer's market for an added unique experience. It is the perfect spot and has a convenient $25 parking fee. That may sound expensive, but honestly it's more than worth it. Upon parking on arrival, I don't think we drove again until we were leaving due to the location of everything. It's accessible to so many conveniences. And the staff....beyond Exceptional. I was greeted daily by name at the front desk. They even had 3 different wedding parties staying at the same time. They were BUSY, but you wouldn't know it. They made everyone feel welcomed, never rushed, and never showed frustration. Every staff member we encountered was efficient and very accommodating. The Mulberry Street Tavern is wonderful. (I recommend getting reservations in advance!!) They have beautiful indoor seating, but also have a patio where you can sit outside. We were informed sometimes live music is also provided. Andrae was our server and he tolerated a lot. We were just having a good time and he rolled with it. He made suggestions on the menu that we agreed to experience and it did not disappoint. The Hello Euphoria was our drink of choice that weekend. Delish!! Overall, one of the top best hotel experiences to date! The building is just beautiful, the location is perfect, but it is the staff that puts it over the top!! Thank you for such a...

My husband and I travel to up north from TN at least 2-3x a year and stay in Iowa as a pit stop. We wanted to try a new hotel (usual place was booked up). The customer service I received via telephone from the rep at this hotel (I’m assuming the owner based off our convo) turned me off to the max. They lost us, who could’ve been loyal customers, staying with them at least 4-6x a year.

We booked our stay for May 11th to 12th and wanted to move it up for this weekend (27th to 28th April). The lady on the phone said no as though she was rushing me off the line. No explanation. So I proceeded to ask why and she claimed they were booked up. Which is funny since their website shows they have availability. I would’ve respected them more if they said “it’s not our policy to change dates” (which is still ludacris since it’s more than two weeks away) but to blatantly LIE shows the type of characters at this hotel. Thoroughly disappointing and I warn you all to steer clear. Seems very crocked and immoral. Oh and no refunds for us :)

Edit: nothing was “misunderstood” and your staff never told that to me. Lying yet again. I have no problem if your policy says no changing dates (which it doesn’t) and no refunds (which we understood and therefore didn’t ask for one. Plus we could easily get it back from our bank which we didn’t bother to do. It’s just money). It was the fact that your staff blatantly lied and said there wasn’t any availability when there was. With attitude. All she had to do was what you did - pull up my reservation and say I need to edit my dates through Expedia (even though we didn’t even book through them so another lie) rather than lying about there being no rooms left (very scummy) AND having an attitude. Then there wouldn’t be a problem.

I highly recommend you retraining her otherwise she could be deterring a lot more...