Cobblestone Hotel & Suites - Two Rivers — Hotel in Two Rivers

As a bride planning an outdoor wedding in my home town, I was more than excited to promote using local businesses to help accommodate my guests coming from far away. The location and connection to my childhood that the Cobblestone provided made it for a perfect option. Or so I thought. I had called in March 2021 to block a group of rooms. I was told that it was confirmed and everything was ready to go. I have blocked rooms before and have always received confirmation contracts. I was told that my block was all good to go no one mentioned a contract so I was assured it was fine. I even called back twice more and was again reassured that everything is fine and set to go. So I moved forward with my planning process, which included hiring a transit van between the hotel and venue. This week, I was notified by several guests who had received the official invitation that encouraged guests to book rooms at Cobblestone, that they had called to book rooms but were notified there was no block and the hotel was filled. I called to check on the situation and was notified that I was out of luck because the reservation block was listed as "pending" and it wasn't their problem. They did nothing to alleviate the situation and rather blamed former management instead of helping to find a solution. After a lengthy conversation, the manager said she would "check in with corporate" to see what she could do, in exchange for me not putting a negative review online. Additionally, they responded with saying that there is nothing they can do and that I should've followed up more.

Needless to say, we were forced to find other accommodations last minute to ensure our guests enjoyed their time in Two Rivers. I wish the best for the location of this establishment, but it appears staff and management are anything but dedicated to ensuring happy and well taken...

For the past two years, my mother has been staying at this hotel regularly for work, and she’s always been understanding about the minor issues she encountered during her stays—things like finding bedding on the floor rather than on the bed. She never complained, as these were small inconveniences. However, during her most recent stay, a much more serious issue arose: her room door was not locking properly.

As a woman traveling alone, this is a significant safety concern and something that should be addressed immediately. My mother informed the front desk staff everyday throughout out the week, and was assured her the issue would be fixed in the morning every time. Unfortunately, it wasn’t. When she called the manager, Katrina, about the situation, the response was shocking. Instead of addressing the safety risk and ensuring her peace of mind, Katrina was dismissive, rude, and made a series of excuses as to why they couldn't help. Her behavior was not only unprofessional but also unacceptable for someone in a leadership position within the hospitality industry.

Katrina’s explanation that the lock was affected by changes in the weather seems to be an apparent lie rather than a valid reason. As someone who also works in the hospitality industry, I was appalled by the manager’s attitude and the lack of urgency and respect in resolving such a critical issue. To make matters worse, Katrina claimed to be speaking on behalf of the general manager very poorly, which doesn’t reflects well on the entire management team.

My mother’s company regularly books rooms here for employees, but with this level of service and lack of care for guest safety, they are considering taking their business elsewhere. It’s disheartening to see such a well-located property lose loyal customers due to preventable...

Clearly they are working to up their game. We took a risk booking here with the mixed reviews and are glad we did. We did so because of the generous points offered for our airline loyalty card.

The room was clean and spacious and though we were placed on the side without the view of Lake Michigan, it was easy to get out and walk about or enjoy it from the breakfast room. Also liked the choice of firm or soft pillow and the bed was comfy.

The breakfast was ample and varied. Two waffle irons poised and ready were always present. Then there was an egg product, scrambled, rounds for making an egg sandwich with Canadian bacon, English muffin and cheese on another day with hard boiled egg daily as well. Sausage patties one day, links another and bacon, though it was the precooked kind. Biscuits and gravy on another day. Cereal.and fruit were also present for the youngsters and those who choose healthier selections as well as individually wrapped plain bagels.

On our three day stay the cleaning staff did not enter our room, which is fine with us as we feel daily towel exchanges and making of bed inefficient and unneeded. It also makes for greater comfort security wise as laptop or tablet (and in my case a Taylor guitar) were left in the room... although there is a safe in the room as well.

Plenty of electrical outlets and USB A ports in the outlet above the desk. Wifi speed was good though downloads are throttled (think movie downloads for the flight home)...which is standard and why I often start movie downloads the night before I leave if I need to.

All in all a fabulous stay at our first Cobblestone. I believe that are doing things to step up their image and doing it well. We will check out others in the chain the next time we travel which we are frequent travellers...