The Rockwell Inn — Hotel in Jackson

We stayed 6 nights at the Lexington and to be honest had no complaints until our departure. The room was clean and the free airport shuttle was great! Complimentary breakfast was nothing special but still, complimentary.

My issue with the staff came when after we checked out and made it to the airport(8:45/9am), we immediately realized we left about $100 worth of our souvenirs in our room. Totally our fault, we forgot to grab them, I take full responsibility for that. I immediately called the hotel and gave very specific description of the bag they were in, where in the room I left them and obviously our room number. I wanted them mailed to us and said I would pay for shipping and any costs. We had been gone less than an hour, so not even likely that housekeeping had even gone into our room to clean yet. Even if they had, they would have found the bag of souvenirs had the woman called over to them or gone and looked herself as she said she was going to do. The woman on the phone said she would go look and call me back to figure out shipping. I did not receive a call back at all.

I called back that same day in the afternoon (around 3:30pm) and spoke to a gentleman and was told nothing had come up but housekeeping doesn’t bring anything to the front desk until around 4 or 5 so I will need to call back after that time.

I called again the next day (1/4 at 8:30am) because I still had not heard anything and spoke to the same woman who I was told is the manager and she had apologized that she forgot to call me back and was going to call housekeeping right away and call me right back to let me know. An hour goes by and to be honest, I was getting a little impatient that I’ve called 3 times now for something that could have taken 5 minutes out of her day to go to the room and grab the bag that morning. This is really not a complicated issue/request.

Still no call back after an hour. Normally I would give more time as I have worked in the hotel industry, and I understand checkout time is busy, but she stated she was going to call right after she hung up to housekeeping and then call me back. I called back at 9:30am and spoke with Adi who finally told me (after my 4th call to this hotel) that they cannot find my bag of souvenirs and he would let me know if they “show up”. He was not apologetic or understanding and seemed to have cared less that they have been missing. His attitude was basically like if they show up we’ll call you, but if they don’t then sucks for you. When I was obviously frustrated with his response, he said he didn’t know what to tell me and if they show up they will call me. I let him know I don’t understand how it goes “missing” unless the housekeeping staff went ahead and decided to keep my things which is the only possibility as we left them in the room and the only other people in the room would have been housekeeping staff. He was very upset that I said that and became quite rude talking over me and told me to call and tell that to their General Manager, Derrick.

Well I called the GM, left a voicemail and still no response as of today 1/5.

Leaving this hotel feeling very dissatisfied and disappointed that I gave my money(6 nights worth!) to this establishment who could not help me with the one and only request...

I travel a lot and in most cases hotels are pretty nice and letting me check in just a little early but this hotel was very firm about me not checking in early. I guess check in is at 4 and they told me to come back at 3 and that was the most accommodating they could be.

The room was clean. I got the deluxe king room. It had a microwave and fridge but was very small. More of a motel feel than a hotel. The shower was nice. Remodeled and looked clean and had good water pressure. The toilet seat was barely fastened on and kept falling off which was very obnoxious. The toilet paper roll kept falling off every time I used it. They had heated floors which was a newer and nice feature.

You can hear everything. The people talking in the room next to you and anything happening in the parking lot.

I was booked for 3 days 2 nights. The second day I went out shopping and brought back bags and bags of goodies and when I tried my key on the door it didn't work. I had to walk all the way across the parking lot to the front desk where they told me my key had expired because they thought I was supposed to check out that morning. Even though they could see my booking was for two nights. This also explained why housekeeping was so adamant to get in my room that first morning. I was sleeping in for once and had to jump out of bed before they walked in on me to tell them to go away and put the sign on the door. They fixed me key and I went about my day.

The hotel is super convenient in it's location. You can walk in a matter of minutes around town to all the shops and restaurants. I barely drove my car since everything was a couple minute walk from where I was.

I went swimming in the pool and sat in the hot tub. It's very small but in a private little shack in the middle of the parking lot. When I went back to the room my key didn't work again. I tried it multiple times and so did my partner and we sat there for 5 minutes trying it. Went back to front desk and she said it was fine. She issued me a new key and a maintenance man walked me back to the room to try the bad key... Of course it worked. Guess it needs a minute... But still inconvenient nonetheless.

It wasn't a bad stay and from walking around town probably one of the cleaner nicer places to stay.

The staff was all friendly too so no...

First of all, as some have said, it is false advertising to call it a 'hotel and suites'. Our room would not qualify as either, it was a motel room. It was a nice motel room, but don't call it a hotel and it definitely wasn't a suite. There is a hotel on the property as well, but there was no indication at booking that we would be in a motel room. There's no elevator to our room and, as you can see in the picture, access is from a common outdoor balcony. As a result, the breakfast was in a different building, as was the pool. Second, the breakfast was fair, nothing to write home about. Third, the pool is tiny as others have mentioned and I have read the reasoning (local rivers, lakes provide a better swim experience), but I've never seen a pool that small in any of the countless hotels we've stayed. Fourth, the air conditioning could not keep up and the room never got below about 72 or 73 degrees. Everything seems to be set up for the winter experience (heated tile in the bathroom, skis on the wall), so I assume a/c is not a priority. Additionally, the a/c was very loud, as was the bathroom fan. We tried to watch a movie and the sound couldn't compete. The TV speakers may have been blown because they were really scratchy. Lastly, the room we booked was listed as 'courtyard view', to be clear, the courtyard is the parking lot. There were a few positives, the room was a decent size which was good. The wifi was steady and reliable, better than at other places we've stayed (74kbps down, 2kbps up when I checked). The staff at every interaction was friendly and responsive. The location was good for our purposes. All in all, we paid $450 per night and I'd say it was comparable to a nice Holiday Inn Express where I'd expect to pay $150/night, if Holiday Inn Express was a motel. For that price, I'd expect an elevator, private hallway access, a real solid breakfast (made to order options or a really good buffet), and some other amenities. So, I guess the extra $300 is justified by the location. I don't see any other explanation. (For the record, I'm now in West Yellowstone with much more convenient access to Yellowstone than Lexington had to the Grand Tetons and for $375, we are in a much larger, actual suite, with a lot...