Hawthorn Extended Stay by Wyndham Milwaukee Airport — Hotel in Oak Creek

Customer service is a must in a hotel environment especially when working the front desk. Ms. KeKe was very unprofessional. When working at a hotel your job description is the building, customers service, and anything else that is needed. We checked in at 3:10 check in was a 3:00. We were told only 1/3 rooms were ready. I asked when will the other 2 be ready. I was told I’m not house keeping that’s not my department how will I know that. Well housekeeping is outside on a smoke break 3 ladies. Now it’s around 3:40 and the ladies are all clocking out. I go back to the desk and ask is my room ready? No. Then I asked for her to call and ask someone how much longer. I was told that’s not my job. Well Instead of having your boyfriend hanging around outside the hotel and in the lobby with flowers trying to apologize she should have stayed at home with the attitude. I asked for a manager or supervisor I was told no one in charge was there. I asked for a number for Lee I called and text no answer. I asked for Lee boss number no response. I was told Lee the manager who I am still waiting on a call from was off. Lee was supposed to come in the next day at 9am. At 10:30 am we were all checked out and still no Lee.

This is a Sunday everything close early. We take the one room key go check out the room. We all leave and go to Walmart to pass some time for the other rooms. We come back around 5:40 pm and ask are the rooms ready She say no. At this point we are all irritated and I now definitely need to speak to a manager. After going back and forth with this young lady not willing to do her job my husband finally gets her to call Lee and put him on speaker. Lee states give them keys so she starts to give us keys. What the hell Now I’m confused you just said the rooms were not ready but now you’re overwhelmed and we can have room keys. We asked to be refunded and was told unfortunately only Lee can do it so we had to wait until the following day to leave. The rooms smell like mildew, smoke and funk.

We left again to keep from actually sleeping in the beds. I had people leave at 3:30am to drive back home. The morning came and I hate I forgot the only professional person we talked to name He was running the front desk Monday morning at 10am he was polite and warming. He insisted on helping and trying to make things better. He got Lee on the phone and was able to get us checked out partially. Lee had to complete the refund of the second day since we were not staying. Today is Wednesday 7-16-25 I am still waiting on a refund confirmation. Our stay was 7-13- 7-15 we left 7-14. I do not recommended this hotel not just because of the rude service, save your money. if you don’t like smells and if you don’t want to sleep on a box spring. Our family gateway was definitely ruined. All the young lady had to do and say was unfortunately we are short staffed and running behind we apologize for the inconvenience. Instead of that’s not my job to know that. This could have...

Overall everything went pretty well. The pros: the location was easy to find, near the interstate, close to the airport and IKEA. The hotel felt well cared for, smelled nice and appeared clean. Our room was as expected, but really more than we needed for a quick overnight. Our room and bathroom felt clean as well. Check out was quick and easy. Cons: There had been snow the day before our arrival and the entrance to the lot had still not been plowed, we would have had a hard time getting in the lot if we had driven our car vs. truck. Many of the stalls were plowed around, again making parking a challenge and boots necessary if you didn't want wet feet. When checking in we had to wait quite some time. There was only one gentleman at the counter working and he was helping a customer on the phone for quite some time. Check in was easy and the staff was friendly once he was able to assist us. There is no hot tub or pool at this hotel. There is a breakfast included which had quite a few options. When we came in the gentleman working the breakfast approached us and kindly shared that they try to keep the food very fresh, so if we needed anything to just let him know. We thanked him and started serving ourselves. We noticed the potatoes were out and there were no forks, so we asked if we could get a couple forks and some potatoes. He gave us forks but told us the potatoes were in a frozen state and since the breakfast would be closing at 10am he wouldn't be making any more potatoes. Umm ok, a bit odd to offer but then refuse. I also was looking at a bagel but noticed the cream cheese was not refrigerated even though the packaging indicated it should be. It was not cool to the touch so I decided against a bagel & cream cheese. While leaving we noticed the employee starting to clean up and put away the food. He was saving buffet food in plastic containers like you would use in a restaurant kitchen. I would suspect they are reheating the gravy again for the next day, which since it was on a buffet line for guests to serve themselves is not appropriate. We didn't stick around and watch the rest, but just a heads up. Other baked goods that had been out seemed to be saved in food service containers too so it's possible those are put out again as well. We were on the first floor and could hear everything above us. We can deal with it and sleep pretty heavily so we were fine, but if you don't that might be an issue for you. Overall, it was a clean hotel and that's most...

I started in this place in December of last year and I checked out in October of this year. It started good and fine but as I stayed there longer I meet the owner. A few weeks before I checked out the so called maintenance person came to the job drunk and smelling of alcohol with a bad attitude he had said he was just there to take out the trash and that was all he was doing. I had saw a ton of trash sitting next to the garbage can on the east side of the building. When I approached him and let him know about it he literally told me he did not need to be told how to do his job. If I had any problems go speak to the manager Lee. After that he stayed away from me for the next 2 weeks that I was there. On the day I checked out my husband took a video of the room before we left the room and checked out. And today when I went to go check back in I was told I was on the do not rent list for the room being a mess. When we told Lee the manager that we have a video of the room that his wife who works there at the front desk and did my check out about two weeks ago and told me that the room was the cleans anyone had left it because we started cleaning it three days before we checked out. The lazy maintenance person they have there likes to do nothing at all when he comes in all he does is sit on a chair from the time he comes in till the time he leaves also the whole time we were there the only time he worked was when the owner was coming in town. The housekeeps there worked go and fast I had no problem with them at all. The people who worked the front desk were nice but I just want to know how I got put on this list when my husband and I cleaned our room every day. Now over the last two days he still hasn't returned my husband's call because Lee doesn't have manager qualities and is not a very good...