Country Inn River Falls — Hotel in River Falls

When we arrived and got into our room, the room felt damp and the carpeting was damp. We then turned on the air to get rid of the dampness. We crawled into bed and the bed was damp. The room air conditioner made terrible racket with the fan on high, we turned on the TV just drown out the noise. We called to the front desk for new linens changed the bedding ourselves then went to sleep. Woke up with a cough the next morning from the dampness, got over it then went to breakfast. Basic breakfast. Then went to swim in the pool and can I just say yuck. It was brown along the walls, dirty on the floor, and the water was cloudy, the more I looked the worse it got. People were writing their names in the filth. Then went to look at the hot tub, you cant believe it, it was worse. My sons dorm room toilet looked better, and I am not at all exaggerating. When I went to speak with the manager about the cleanliness, he started in on his explanation as to why it was ok, that the chemicals they put in the water keep it ok to swim in. When I asked him why this hotel looks like this but others dont, he asked me to leave. Come to find out he is also the owner, looks to be young, and I guess I hurt his were feelings. I spoke with a terse voice and interrupted the poor little guy. He complained the whole time, how badly we treated him and his staff. We had been nothing but pleasant to his staff, despite the poor conditions. Let me just say, the owner is a stereotypical menial, that got called on the carpet for not paying attention to his hotel, his ego could not take being challenged on the condition of his hotel, and kick us out to find other accommodations. We ended up going to Hudson and paying for a real hotel, with a reputable chain. At no time did we ever swear, raise our voices or become belligerent. We were certainly unhappy, and expressed that. Just as a side note, the lights didnt work on either side of bed, soaps are small and cheap, no conditioner is provided, TVs are modest at best, and internet is slow. Its to bad riverfalls does not have better accommodations for visiting parents. Nice college town need more quality...

The hospitality business is no longer about hospitality.

I called (important for later) to book a room in a room block for a wedding because I was told that booking online wasn’t reliable. Should have been my first red flag I guess. I was traveling from 7 hours away, staying the night for the Saturday to Sunday, so I wasn’t needing the Friday-Sunday rate. Called and spoke with an obviously new employee (because she told me that on the phone,second red flag) who needed to ask her supervisor basic questions like “can I book the one night at the block rate (instead of 2)” and also had to ask if they allowed early check ins (they don’t, you have to call the day of to see if they can make it happen, which doesn’t really work when you’re traveling that same day and have to be in your room to get ready before the wedding.)

Confirmed several times over the phone I need Saturday to Sunday night booking. Unfortunately no record of this conversation since it was on the phone.

They booked, and billed me for Friday to Saturday, and I was charged the full price for a no show (also fun to note when I was told this,the front desk girl, likely the one I booked with on the phone, said that no shows are charged 50% of the rate) and was given an email written on a post it note to contact the manager of this location.

They never replied, emailed the next day, and a week later, and I could not get them on the phone. Filed a chargeback on my card but boy howdy were they quick to provide evidence for the dispute despite never contacting me back.

I get that things happen. I get new employees are learning. Mistakes are made. I ended up being able to crash with a friend after the wedding so at least I had somewhere to stay, and honestly I wasn’t even mad. Until I got charged the full amount. At no point did they apologize, offer to look into it, refund me, contact me etc.

Absolutely abhorrent customer service in this day and age.

I fully expect them to reply defending their position, despite not being able to give me the courtesy of contacting me or replying to any of my inquiries.

Oh, and there are no fans in the bathrooms and our...

Good lord how do I start.

The fire alarm went off and on for about 5 minutes, until it began going non stop.

We were already evacuating on our own after the alarm had been going off for about 7 minutes before we even saw an employee. He wasn’t knocking on any doors, not checking any rooms, absolutely no urgency. Even though it wasn’t an emergency, they had no idea why the alarms were actually going off and if it WAS an emergency everyone would’ve been dead. All we got was a casual “we don’t know what’s happening, you gotta evacuate”.

Their emergency procedures were faulty, they said they had the alarms rigged to automatically send a fire truck out to check, but they didn’t show up until about 45 minutes of us standing outside in the mosquitos.

This was downright unacceptable and unprofessional, not even CLOSE to safe protocol. In their words “we have no idea what is going on” NOBODY KNEW if it was an emergency or not and none of the staff took any of it seriously. Clients were left in their rooms, multiple elderly people had been left in their rooms during all this and hadn’t made their way out until the fire fighters finally arrived. This is insane and absolutely horrible. Can’t imagine how these idiots would handle an ACTUAL emergency. Despicable.

On top of the important stuff;

The bathroom was disgusting. Unknown brown marks and stains were all along the bottom of the door, if I’m being honest, it looks like feces. Bathroom door DOES NOT LOCK!!

-The room phone wasn’t even plugged in. Not prepared for any emergency!

All sites posting this hotel advertised a hot tub, it is out for the entirety of this weekend and for who knows how long! False advertisement and bad maintenance. There should’ve been signage or something by the door before we checked in, that was one of the ONLY reasons we booked here in the first place.

Do not book here unless you crave dissatisfaction and...