Stone Hill Lawrence, Trademark Collection by Wyndham — Hotel in Lawrence

Don't let the pictures fool you. This hotel only looks good on the surface.

We drove from Texas to Lawrence on a Friday night and because we were checking in late (around 12:30am) we called a few hours earlier to let the front desk know to make sure they didn't release the hold on our room. When we got in they gave us the key and sent us up to the room. The key didn't work so we came back down to the desk. She gave me a new key so we tried again... No luck. I came back down and she followed us back up to the room and she tried with her "master key"... Strike 3. We tried shoulder-checking the door as gently as possible (with her permission) and it wouldn't budge. We all went back downstairs and she said she would have to put us in a different room. The only room available was a double queen. We had booked a king so this was problematic but it was 1am at this point so we didn't have much choice. We ended up sleeping in separate beds because there's only 1 nightstand and we both have things that need to be plugged in near us at night. She told us she would put a note in the system and that the maintenance person should be working on it at 7am the next morning so we should hopefully be able to move to the room we booked the next day.

Next morning we went to the front desk because we wanted to make sure the room we had booked didn't end up being given to someone else once it was fixed. The front desk attendant was very dismissive, didn't smile once during the whole conversation, and was very unhelpful. She told me "Oh that door is just hard to open sometimes. You just have push a little harder." I told her that was unfortunately untrue because 3 people (including one of their staff members) had put their entire body weight into trying to force it open and it wouldn't budge so it clearly needs more than a shove. She then told me there was a work order to get it fixed and it should be taken care of by the afternoon. I said "Great! Thank you. Would you mind texting or calling me when it's fixed so we can move our stuff? We'll be right down the street so we can head here to switch rooms once it's available." She said she would do so. Not that it was any surprise, but we didn't get a call.

When we came back to the hotel that night I asked the attendant (the same one from the previous night) and she said it was still not fixed and it looked like they had removed that room from their booking options. I said "ok. If any king rooms become available could you please let us know so we can switch to the room we booked?" She said she would do so.... It's now day/night 4 out of a 5 night stay and we've given up asking. We're still in the double queen room we were given on night 1.

But wait... There's more! :) The keys to our room have failed not once but twice now in 4 days so we've had to go back to the front desk to get new keys twice. It's not something we're doing because we're both carrying our own keys separately so they aren't encountering anything that would disable both keys.

Finally, as mentioned, everything is clean until you look closer. There was a dirty kleenex sitting on one of the tables in the lounge area for 2 days before it was cleaned up. One of the pillow cases on the bed was so thread bare it had several spots that it was fraying apart. The bath mat was fraying and the seam torn so there were strings coming off of it. It should have been in the rag pile, not being used by a nice hotel. And in the corner of the shower there is pink mildew.

I don't give negative reviews unless there's a persistent or pervasive problem. This is one of those times. We could have spent a lot less for a different hotel but chose to spend more because this was closer to the friends we were here to see. That was a mistake.

TLDR) Everything about this place is coming apart at the seams: The towels, the pillowcases, the doors, and the staff. It's like their allergic to the word "soft". The bed is hard. The towels scratchy. The toilet paper might as well be sand paper. Avoid if you don't...

Again During my recent visit to the breakfast area, I encountered a distressing situation involving a specific staff member. As I approached, I noticed her hurriedly rushing to the kitchen, quickly retrieving a bowl, and removing a significant number of oranges from the display. Perplexed by her actions, I approached her to inquire about the reason behind it. Unfortunately, her response was both rude and disrespectful.

Not only did she display an aggressive attitude, but she also raised her voice while asserting that she needed to reserve the oranges for other guests. In an attempt to emphasize her point, she loudly counted the oranges she claimed to have left for me, stating "1, 2, 3, 4, 5." This encounter left me deeply unsettled and disappointed by the lack of professionalism demonstrated by this staff member.

Given the gravity of this incident, I kindly request that you conduct a thorough investigation into the matter. It is of utmost importance that you review the security camera footage from the breakfast area to obtain an accurate account of the interaction between myself and the staff member involved. This will provide undeniable evidence of her disrespectful behavior and help ensure a fair and just resolution.

As a valued guest of Stone Hill, I have always held the highest regard for the quality of service provided by your establishment. However, this incident has significantly marred my perception of the hotel and the level of respect shown to guests.

I trust that you will treat this complaint with the seriousness it deserves and promptly address the issue. Please provide me with an update on the outcome of the investigation, including any necessary actions taken to rectify...

Upon entrance the gentleman behind the counter was most pleasant as we checked in. The staff Fri - Saturday was very nice & helpful. The older woman on Sunday was very curt, disrespectful. The card machine had broken Saturday night but the young lady was most courteous in assisting us to enter back into our room after dinner. My husband discovered the card machine was still broken when he asked Monday morning. He was answered, as said before, extremely rudely, letting him know she would not assist. Had we both left the room we’d eventually be let back in but not by her. She was not only rude to us but to several others as we heard their conversations. ||The rooms are nice but the shower tho pretty is terrible. The rain affect is where it cannot be adjusted, so a lady unless she wants to wash her hair has to do uncomfortable stances in order to half way shower & try to rinse off without getting her hair wet or soaked. We had to go down to the lobby and replace 2 lightbulbs that were out over the sink area. Food service ran short on Sunday so on Monday morning … there was warmed over left overs, still was no apple juice and what was there was obviously left over from the previous morning. We came down at 6:00am . Later I think someone put more bacon out around 6:30 shortly before we left. ||The swimming pool has a overwhelming smell of chlorine to the point of stifling. Within minutes a person could hardly breathe, there is no ventilation at all. No wonder with all the wonderful young people there, the pool remained empty. ||This is a mediocre at best hotel. We would not recommend it with all the other options available in the...