Cobblestone Hotel & Suites - Orrville — Hotel in Orrville

My family and I stayed here during the Thanksgiving holiday in 2018. We arrived to check in around 6 PM. We followed all of the suggestions for check in notifications but were still not assisted with our check in. After about 30 minutes of standing around with multiple other guests, we decided to contact the management number listed on the website, which we learned was not a functioning number. We also learned that the email address listed was invalid as well. About an hour later, a staff member with sleep lines on her face stumbles out of a stairwell and begins the check people in. She did not apologize or acknowledge the crowd of guests waiting for her, nor was she even remotely helpful. We had requested that the manager contact us regarding this issue.

The following day, the same staff member was working the front desk as I walked by to exit the hotel. She had the audacity to approach me and request that I stop speaking poorly of her to her supervisor, and went on to inform me that the "cameras in the hotel will show that she was working all night". I was speechless. After our stay here, I requested that someone from management contact me regarding this issue. I even called a branch of Cobblestone Hotels in the region to speak to someone, who let me know that I would be contacted.

So it's 7 months later, still no contact, and no response. This may have been an isolated incident with an extremely incompetent staff member, but not a single member of management has ever reached out to us to apologize.

My recommendation is to stay as far away from this hotel as possible. If you have any issues during your stay, it will most likely...

WORST EXPERIENCE!!!! Used this hotel for our wedding and guests and had the cops called because the racist worker “felt uncomfortable” simply because my husband and his friends are black! We did nothing wrong. We were told their bar area would stay open until 2:30 at 12:30 we entered the room where there was already another group drinking. We didn’t even ask Willow to serve us. We brought one bottle of champagne in with us and she immediately told us we could not open it and we had to get out! Why? We were doing the exact same thing the other group was doing. Only difference was their group consisted of caucasian men and ours African. Willow and other hotel workers racially profiled my husband, his friends, and family in what was suppose to be the best night of our life! I ended the night in tears, in disbelief that we were so wrongfully treated! There is no excuse or tolerance to treat guests with such disrespect! We gave her NO reason to feel uncomfortable! Why did she call the cops on us but not the other group? I hope Willow gets fired! What an awful representation of a place where you assume you will be welcomed, safe, and rest your head in peace. There was no peace! DO NOT GIVE this racist...

Avoid at all costs! My family visited from North Carolina and went to the front desk to ask about staying an extra night when the lady charged them for an entire MONTH causing my family to go into the negative! It was a $700+ mistake! She “didn’t know how it happened “. No mgr on duty and the only person who can help them is the GM (NYCole Duncan) who is on vacation and would not make a simple phone call to reverse the situation. Leaving my family 4 states away with no money to get home. Worst customer service ever! They are literally ignoring all calls for TWO days even after saying they would call her back! I wouldn’t recommend this place to my worst enemy.

Mistakes happen. We are all human, however Not fixing them is the problem! Unless you want to risk this place stealing your money and then refuse to answer your calls to deal with the matter afterwards, do not stay here! Front desk can’t help, only the ONE GM they have can help. They don’t keep a Mgr On duty at all times....