Paradise Inn & Suites — Hotel in North Towanda Township

My husband made a reservation online for two rooms-king size beds. My 89 year-old-mother-in-law was traveling with us. We needed a room near to us so that we could hear her if she needed help. When we checked in, THE PARKING LOT WAS EMPTY. When we got to our rooms, we found that the two rooms assigned to us were not together and one was right next to the noisy elevator and across from the ice machine. My husband and I both went back down to speak to the front desk manager and requested rooms that are closer together. We asked that our room reservation request be changed to a king and a queen so that we could be right next to each other.The person at the front desk refused. When we explained our situation to her, she continued to maintain her position that because we had made a reservation online, the owner of this Best Western would not allow her to make any changes to the type of room that we needed. No amount of explaining would make her change her mind.

I pointed out to her that it made more sense and was more customer friendly to give us room assignments (even if it meant changing from two kings to a king and a queen) that would allow us to be nearer my mother-in-law. I suggested to my husband that we go online and cancel the reservation and make a face-to-face reservation so that she would be able to change the room assignments. He pointed out that you had to cancel 48 hours in advance so we would still be charged for the rooms.

I have traveled extensively for business and pleasure for 30 years. I have never encountered such poor customer service. I don't understand why a policy exists that forbids the front desk manager from making a change in reservation to meet the needs of a customer. The front desk manger was not the least interested or empathetic with our situation. She was more interested in following the policy than reaching out to the owner/manager of the hotel to ask for a waiver from this...

NO POOL.

Pool out of order with no warning. Otherwise a pleasant stay. Housekeeping had Thanksgiving off, management worked extra hard to keep up with the work. Very friendly and understanding staff.

EDIT 11/27/2016 Upon checkout, the staff asked if I had any complaints or problems, and I mentioned that yes, I was very disappointed that the pool was closed. We chose this hotel for the pool and other features, and I expected a reaction like "oh, that's too bad, we have repairs planned for 2017" or "I'm so sorry, is there anything we could do to make it up to you?" Instead, the staff complained at me, telling me that none of the hotels in the area have an easy time getting the pool to work, and it's not easy to set up a pool, they have to deal with well water and city water mixing, and the inspections and insurance and there's a lot of upkeep, and by the way they feel it's unfair they lose a lot of business in the summer when people find out the pool doesn't work and it's just really unfair.

Quite unfair. So, don't show up here expecting the pool to work, you're asking FAR too much of this little place to have a pool ready for you. It's been broken since about 2012 (of course, you knew that, right?) and Best Western made them put it in, they didn't even want it in the first place.

So, it seems they're having trouble keeping up with the place, I wouldn't want to burden these hotel owners with too many customers, they're just having such an unfair time.

Also, the breakfast was lackluster, and the drinks tasted mildewy and just..off. Wound up grabbing coffee at the Dandy Mart and...

We were dealing with my father in law being placed on Hospice and needed a place to check I'm early. This place was very accomadating and caring, kind, professional staff. Breakfast served early but always offered even if we were late. The king beds are the BEST!!! Serta pillowtop, my next purchase and top of the line pillows from choice hotels, it was like sinking into heaven after the stress we had to deal with while in the area. I when we returned home I felt the pain in my back and neck return (which I never felt during our nights in this hotel). The showerheads were to die for. I have severe back issues and it hit those areas just right with little effort on my part. I will most definitely reccomend and will most definitely return. Very clean and charming not to mention Quiet! Gigi, her husband,Bill, Erica, and Nancy are all awesome caring, compassionate and kind people who you can tell make this place much better than some of the big chain hotels. The owners say they treat staff as family and it truly shows! This place doesn't necessarily confirm but rather go above and beyond what the customers want, need, and deserve in a home away from home no matter the length of stay. They even gave us a membership discount because of the situation we were dealing with without being asked! They topped off all my checklists!! Hope to see you all again soon but under different...