Country Inn & Suites by Radisson, Oklahoma City - Bricktown, OK — Hotel in Oklahoma City

Addressed to Hotel Manager.

Dear Sir/Madam:

Greetings.  I am writing this letter to bring to your attention my experience with your Front Desk Clerks.  

Last night, my husband and I arrived to your property in the heart of Oklahoma City, in the Bricktown area.  Our arrival time was approximately 10:40 p.m. on Wednesday, July 3rd, 2024.  We had spent the last 10 1/2 hours driving in from Tama, Iowa.  As you can imagine, we were extremely tired from this trip and wanted to rest for the night. 

I checked in with the front desk clerk and was given a key card for room #301.  We made not one, but two trips to unload our belongings from our vehicle, after which we checked into our room (#301.  Immediately, upon entering we smelled a pungent odor in the room.  We were tired so, we reluctantly settled in.  By then, my husband tried to turn on the television and the sound came on, but no picture.  I immediately reported this to the front desk clerk.  He responded by saying, it was beyond maintenance’s purview to fix the issue and offered us another room.  We were already settled in the room and I told this individual, to make a note of it and inquired if we could move to another room in the morning.  This individual said, “yes”, that’s fine.  Then I told him to make a note of it for the morning shift and he said, “I will”.  

This morning, (7/4/24), I went downstairs to speak with the front desk to get our room changed.  I couldn’t find the front desk clerk and asked the person performing construction work if he knew the whereabouts of the front desk clerk.

I then walked over to the breakfast bar and noticed an employee piling her plate with food.  I asked her if she was the front desk clerk to which she responded, “yes”.  I explained my situation and she said she would look into it and see what rooms she had available. 

I then ate breakfast with my husband and afterwards went to speak with “Maria” to get an update.  Thinking it was ample time for her to find us a room.  I gave her my room number and she stated, “is your name Bessie”.  I answered, “yes”. Her demeanor was crass about my inquiry and her attitude was rude and accusatory.  She lacked customer hotel hospitality to meet the customer’s needs.  

She was rude in letting me know I had to get my belongings out of room (301) and bring down the keys before she could give me the room keys to a new room.  

I went back upstairs and packed my belongings and placed them on the hotel cart.  I told my husband to stay with our belongings while I went and exchanged keys.  

Upon my return to the front desk, Maria knowing I would be returning soon, was NOT at the front desk.  I seen her walking back to the front desk at a snails pace carrying a hair dryer.  She seen me standing at the front desk, with no courtesy of acknowledgement.  I waited on her to return to address my situation.  

Maria didn’t have my keys ready, I had to wait for her to find a vacant room.  She then asked me, what’s your last name?  By then I became exasperated by her lack of professionalism and lack of customer service.  I told her, my tribe got the room for me and told her to search, The Kickapoo Tribe of Oklahoma.  She finally found her search and then started to make my new keys.  I then asked her for her hotel managers contact information and she wrote it down on a post it pad for me, I then asked her for her name and she said it’s Maria and in an accusing tone said, “I’ve already spoken to my Hotel Manager about this”.  

Maria lacks customer service and hospitality experience.  She is very unprofessional in her dealings with patrons of this establishment.

I hope I do not have to deal with this individual for the duration of my stay here.  

Please forward my letter to corporate.  I think they need to hear from their customers.  I will be letting my tribe know about my experience with “Maria” so, in the future they will reconsider placing their tribal membership here. 

I have been in the customer service field and have been taught that your front line workers are deal breakers for your company.  

Thank you for your time and courtesy of reading my...

The drive up to the hotel was filled with abandoned buildings and homeless people walking out in front of you as you’re driving, some are also sitting at stop lights. When we pulled into the hotel we saw a huge dumpster with atleast 30 bags of trash on the ground next to the dumpster. The dumpster was overflowing with bags so it seems people just threw the trash bags next to the dumpster. If the room hadn’t been non refundable, we would have cancelled right then. We went to check in and the police were there, the lobby smelled musty and dirty. The pictures online are not what the hotel looks like AT ALL!! There was a sign on the elevator saying a button didn’t work, I went to use the restroom in the lobby and to my surprise, I couldn’t. It was locked, I had to get a key from the front desk. Inside of the restroom it was hot, felt like the air was off or there was no air vents inside. We got to our room and there was no door on the bedroom, online the pictures made it seem as if there was a door on the bedroom, every other hotel I’d been to has had a door, so this really put a damper on our trip. My guest planned to sleep on the pull out couch/ bed. The couch was super uncomfortable and when I pulled out the bed, springs were sticking out and we not attached. There was no way my guest would get any sleep on the couch or the bed. I had to purchase an air mattress at Walmart in order for my guest to get any sleep. There was a bed room with no door, bathroom, kitchen area, kitchen table and sitting area with a couch and tv, however there was only an air unit in the bed room, no vents anywhere else, so I was sweating in the shower, kitchen and sitting area, it was very hot everywhere else except the bedroom where the air unit was. I figured there would be vents. The shower would not drain so I had to stand in inches of water while showering and while black debris was coming out of the drain, Gross. You could barely open the bathroom door, it was about 2 inches away from hitting the toilet, the toilet was clogged, I had to get a plunger from the staff, they instructed me to place the plunger outside of my door when I was done, which I did then left for about six hours, when I came back, the dirty plunger was still outside of my door. The hallway always smelled dirty and musty, my guest was woke up to the housekeepers speaking Spanish at 9am. Oh and the end table was broken. The pool had hot dogs, buns, balls of hair and other debris floating in it. There was dirt in the pool as well. I don’t think anyone cleans it. It was very cloudy and disgusting looking. We checked out a day early and lost the $$ we spent for that night. I’ve never had this experience with a hotel before and will never stay at a choice hotel again. I would really like a refund. I’m sure there are other things that were wrong with the hotel but this is all I can think...

Update: My husband finally heard back from the Manager (whom was on vacation due to the holiday) and he was very nice and apologetic about the situation. He said that a mistake had been made by the night auditor and he refunded us promptly. I gave a couple extra stars due to the managers kindness and willingness to rectify the situation quickly. Thank you.

Update: 7/4 Husband spoke with another person at the hotel who claimed that after he called to ask for a late checkout on 7/2, he then called right back and asked if we could stay another night. (This is a bold faced lie.) She then claimed that she told him that he needed to come down and sign for the additional night, but she says my husband never came down to sign. Yeah, because he never asked to stay another night. Show proof of him asking that! We are truck drivers who have to leave out of OKC to head to California on Tuesday evenings, so no way we would've asked to stay another night. Again, the only thing we asked for was a late check-out of 1:00pm. If management checks the video footage, they will see my husband and I leaving the lobby with all our luggage around 1:00pm on 7/2. We let our bank know this is a fraudulent charge and showed them proof of receipts showing us to be over 900 miles away from OKC on the day they claim we checked out. This woman should be ashamed of herself. I wonder how many times she has tried this with other customers. Please DO NOT stay here!

My husband and I stayed here for two nights this week. June 30th and July 1st. Since we are rewards members, we asked for a late checkout time of 1:00pm on July 2nd and we we're told that would be fine and there would be no extra charge for that. We were out by 1:00pm and told the 3 females who were at the front desk what room we were in and that we were checking out. Today, July, 3rd, I've noticed that there is a new charge on our card for this hotel. We immediately called the hotel to find out why there was an additional charge to our card and the person who answered the phone, Miguel, told us that the system is showing that we checked out out today, July 3rd and so they charged us for an additional night. The only thing is, we are over 900 miles away from OKC right now (we have the receipts to prove it), so it's not possible that we checked out today. This hotel fraudently charged us for another night. We will be contacting corporate regarding this matter. I would be very weary about staying here. We use Choice Hotels pretty much weekly because of our line of work and we will definitely be avoiding this one going forward. Very...