Cambria Hotel Milwaukee Downtown — Hotel in Milwaukee

We stayed at the Cambria in MKE for three nights for our wedding 6/17-6/20. It was by far the worst experience of both of our lives at a hotel, any hotel, and the worst part of our entire wedding weekend. What started with a simple booking of a room block with a manager who seemed friendly as boasted about their many amenities eventually deteriorated into poor communication and empty promises, all while we filled the hotel with at least 40 rooms filled with our friends and family. This was without question the worst customer service/hospitality experience either of us has ever seen.

-prior to wedding weekend, it became almost impossible to get anyone via email or phone to respond about additional rooms being added to our block, or any other questions we had. Managers Tara Wurtz And Angie White were completely incapable of communication, period. I half expected us to arrive to have no rooms booked at all. Phone messages and emails would go a week or so at a time without any response, and always required follow-ups, often several.

-Also prior to wedding, guests of ours pointed out that the pricing we were given for the wedding block was almost double the “special sale rate” that was being advertised about 2-3 months before. This is wholeheartedly embarrassing to ask people to pay for something more expensive than it was advertised. Again, management was practically impossible to contact about this issue.

-Upon arrival, my wife got a typical auto generated text message about our stay, altering us that the bar and restaurant would be closed, but the pool and gym were open. The bar was the main selling point for our stay at this hotel for convenience. When we asked why the bar was closed they simply stated they didn’t have anyone to work the bar. We were also informed via text we could do an early check in, only to arrive early and have the front desk try and put us in a completely different room than what we had booked. It being out wedding we had booked the king suite, and this proved to be again only a waste of time.

-We were also informed upon arrival that the pool was in fact, closed, contrary to what the text message we had received only hours before said. Again we asked why the pool was closed and, bafflingly, the manager Ms. White said “It’s just really gross, ecolab came and shut it down. You can’t see the bottom” I maintain poos professionally, this should be something worked on twice daily. It’s not complicated at all. It was incredible to be so disappointed by a place charging a premium for their amenities.

-the cleanliness of the hotel was atrocious. Trash/food/beer bottles that were on the patio out back were still there when we left four days later. Our room was never cleaned all weekend, only the bed was remade, even after specific requests were made for this to be done. They never replaced or replenished coffee or trash bags. We were consistently having to pester the staff for blankets/towels and half of the time the staff didn’t know where these items were. We were even handed a half washed damp blanket for the pull out bed.

-On the last morning, we awoke to a police presence at the hotel. Apparently in the cramped, dirty, difficult and overpriced parking garage there were several vehicles vandalized, damaged, and even one was stolen. Lucky for us, this only seemed to plague other guests of the hotel and not our large gatherings of friends and family but it is still an understatement to say this is completely baffling to be allowed to happen.

Truly the worst part is that after everything mentioned here, we couldn’t get a single member of the staff to even acknowledge the dissatisfaction, not even a simple apology. There’s absolutely no professional integrity at this hotel. We are embarrassed to have asked our closest friends and family to waste their money on...

Stayed there for my birthday 10 days ago and not much went well. Check in was at 4pm. Arrived at 6pm and was told it would be a while before check in. Told them it’s my birthday and I have dinner reservations. Did get a room about 20-30 min later. Parking was an extra $100 pending charge on the card, with getting $75 back at end when I check it. $25 for parking. I checked out and thought that was the end of that transaction…. I come to find out they charged me an additional $250 smoking charge. I thought to myself, must be a mistake or possibly just a pending charge before they clean room and have it removed. I called Monday to double check and I was told that smoking charge was applied. I asked why, she said she is not 100% sure but management would know. I asked To speak to management, lady said she was currently busy. Told her I would wait. I did ask her how someone goes about deciding smoking charge. I was told: cleaning crew goes to clean the room. When they think someone has been smoking they call management to inspect room to record proof and then have fee charged to account. I then asked, so may I know what proof was in my room? Like smell, cigarettes, or what was found. She told me it wouldn’t be a smell due to it can go through vents and cracks around door. But that photograph proof was taken of my room. She put me on hold a while longer, waiting for management. I was then told management would send me proof via email this morning but cannot get to the phone because they are busy.

I never received the proof so decided to call in the afternoon. I was told management went home for the day. To call back tomorrow. Manager works from 7am-3pm. I call around 8am and was told no manager was there yet and in middle of call, manager arrives but cannot take phone call. Was told I will get call back. Didn’t get call back but by the time I get a chance to call myself in late afternoon manager was gone and day off the next day. Was told management will be back Thursday at 7am-3pm. I asked about what time is a good time to show up so that they aren’t busy. Was told 10am. I drive over an hour on Thursday to meet this manager in person to find out what proof they have or if this is all simply human error and maybe wrong room number. Front desk lady that recognized me from calling this week said they would go see if manager can see me. Came back and told me: management is busy but said if you have a charge to dispute to do it with your card. I then left and called the hotel 1800 customer service number. Was told they will send an email to investigate. Haven’t heard anything from anyone since. I will definitely be letting others know to be careful...

I'll start with the good. Comfy bed, cool art mural on walls and I like the decor. At the front desk both Kenny and Yolanda have been friendly and helpful.

Now the not so good. When we arrived it was not mentioned that kitchen staff hasn't been here and there is no onsite food. Night one we went downstairs at 9:05pm to get sandwiches and were told there is no staff making menu items. And then we were told even if staff had shown up kitchen closes 9pm. Now, I have taken three screenshot from online showing kitchen is said to close 10pm. Will figure out how to attach.

At check in we were told bar is open 5-10pm, no mention of kitchen being closed. This would have helped us plan ahead and not be scrambling to order dinner at 9:30pm on a Thursday and paying extra delivery fees. The male bartender was a bit rude as I wanted to order a drink at 9:30pm while I sat down looking online for something to have delivered. He then told 6 people who came down from thier room for drinks that he clocks out at 10pm, bar was on last call at 9:30pm because it is not open until 10pm, he leaves at 10pm so it closes a bit earlier. As someone who works in food service myself I understand cleaning up, but when I went down 9:05pm, talked to bartender first about kitchen situation then talked to Kenny about kitchen staff and then got myself a drink at 9:30pm the male bartender with glasses already had bar cleaned up and was ready. He turned away the profit and tips of 6 people at 9:30pm. Maybe this is okay with management but he was rude about this with statement bar is not open to 10pm, he clocks out 10pm. That's not how most places function.

We have been told rooms are cleaned approximately every 3 days so all items we have needed we've gone down to get from front desk. Yolanda and Kenny have been helpful and personal. They gave us plenty of coffee to make it through getting ready in the morning to go find breakfast offsite. For real though, it would have really aided to have been told at check in about kitchen so we weren't left to find out so late at night. It might not be ideal to tell guests this info but we're gonna find out.

Being short staffed is tough, sure. Also it's not fair to pay so much staying here with no availability of on site hot food or breakfast. The snack area has been nice but it's just snacks. And $25 a night for parking added $100 to our overall stay. Whoa.

So overall, I appreciate the location and decor. Indoor pool is nice. Front desk is friendly,...