Holiday Inn & Suites Stillwater - University West by IHG — Hotel in Stillwater

Please read full review because, in the end, I would recommend this hotel. I was recently in Stillwater moving my daughter from her dorm at OSU as well as having her car repaired and spent 4 nights at this location. (I should mention that we've stayed here once before and everything was perfect during that particular stay.)

This stay, however, started off very rocky and by day 2, I was ready to move hotels. I won't go into every detail, but there were too many issues with housekeeping--muddy hallways that weren't vacuumed for 2-3 days, no toilet paper left in the room, room service trays left in the hall for 2-3 days, as well as several other things that alone would not have been a big issue. We also had maintenance issues in our room--AC problems--that I mentioned the first day, that were not properly taken care of until I was actually moved to another room the 3rd night.. Also, several employees at the front desk were not always present, and on about 3 occasions, after waiting at the desk for some time, I peeked around into the office to find them sitting, texting.

By day 3, I was planning to move to another hotel, even though I had only one night left. Deciding that this was unfair to the manager, since I'd never notified her, I asked to speak to her. KIRBY H. was the front desk manager on duty at the time. We spoke privately, and I gave her my full list of disappointments. She was extremely apologetic, listened intently, and promised to make sure that things were taken care of immediately and that I would be compensated for the inconveniences. She asked if I would agree to stay my last night there, and even though I had been quite ready to move, after speaking to her, I felt confident that she was going to take care of the issues and, in fact, stayed the last night. (She did also explain, not by way of excuse, that they had some new housekeepers, one who had a language barrier, that would be getting some additional training.)

I was gone for the remainder of the day, but Kirby assured me that when I returned that night, things would be in order and that there would be compensation. And she was true to her word on both accounts.

Everything was spotless down the hall and throughout my room. I had an AC that worked properly. And I found a very sweet note on my bed apologizing for the inconveniences and offering any other services that I might need. As I left the next morning, I stopped to thank Kirby and told her that I would indeed be back. She was gracious and informed me that they had already had a meeting with the employees who had let some things slip.

So, thank you, Kirby H! You were not only very generous with your compensation, but you took care of every last problem and immediately took steps to ensure that these sorts of things didn't happen again. Nice managerial skills! KUDOS! I will be staying...

I chose the Holiday Inn Express because they were the first hotel to open rooms for booking for the May 10th Graduation weekend. The hotel price room price was reasonable.

I had pre-stay communication with the front desk staff, Sara. She was friendly, helpful and handled my needs perfectly. I enjoyed working with her.

Check-in was not handled well, as the rooms that I booked were not the rooms that Sara and I had arranged. It was confusing, but I accepted the rooms that were given. It all turned out fine. I also learned on check-in that the pool was closed for the season. It clearly stated on the website that the season began in May, so not sure what season the hotel was using?

Our stay was fine until the early morning of May 12 when a pipe burst on our floor and flooded the rooms all the way to the elevator. Our hotel room ended up with an inch of water. The staff was quick to jump into action to handle this unfortunate event. After this event there was only one day of breakfast that was provided. We had to find a place to have breakfast for the rest of our stay.

The only thing that was not handled well was the communication from one shift to another on the details of what was going to be done about new rooms and the compensation for the guests. We were given new rooms on the fourth floor and that worked out fine. I had booked four rooms at this hotel. I had to go through each final bill at my check out to straighten out issues with what was being charged. I do appreciate that the hotel made compensation for one night for each room.

I know that things got worked out, but there was a lot of confusion and frustration during the process.

My daughter graduated from OSU and is moving back home, so we will not be staying in Stillwater any time soon.

I know that this was an unfortunate event and the staff did what they could. If that event did not occur, I think we would have enjoyed...

OK they are. Fixing the place up looks good and can see will be but management maintance and. Front desk don't. Care to help! Our room did have water damaged and was not fixed. Now we stayed a week Monday to Friday and checking in tvs didn't work told front desk next morning as went straight to bed next morning they did go up and fixed 1 TV but not the other that night both tvs did not work at all I called front desk told them he said I'll send someone right up and hung up on me. Noone showed up that night or the entire next day that night still not fixed so we unplugged and back got it to work but one TV still messed up I went to front desk that next morning again told them face to face and also asked why the breakfast were so bad and that they had a lot of people complaining about it he said he didn't know(don't know how he didnt a lot upset ) like baskets no greasy. Syrup but no walffel or pancakes? Supper hard French toast and some kind of wrap hard could not cut open. Nasty every morning! But all day today they still did not fix tvs did clean the room took all towels so now we have none but one dirty one they missed I told front desk again TV issue and cleaning issues and she said could only note it and won't fix it and could bring up a towel I told her NO WE JUST WANT TO CHECKNOUT IN morning and be done so she then goes up and bugs my wife and gave her 1 towel ya just 1! I asked if I could call a owner to get then some management and maintance people that care she said call ihg they own us and with attitude Said good luck with that! They need help and a good staff that cares. Or this will fail but that's there choice not not care so yall just beware that they don't care and won't help or fix any issues u have. And yes I have asked for management and there never there when i ask Or return a call if they are there? So I'd say don't stay here unless u like issues! And...