Country Inn & Suites by Radisson, West Bend, WI — Hotel in West Bend

In short: Absolutely save your money and go ANYWHERE else! The service is horrible, the rooms are not maintenanced, the pool is disgusting, breakfast breaks health code guidelines and front desk is unprofessional and sloppy and will give out guest information (address & credit card info) without confirming it's the correct guest/seeing an ID.

Whole stay: I own a business and travel for work every week. My go-to hotel was full so I found myself making a reservation here from the Choice website. It was my first and last visit! I tried extending my reservation by phone as my travel plans were adjusted and the woman on the phone tried telling me I'd have to make one online. The laziness was evident from the start. I spent 16 years in hospitality, she just didn't want to make the effort.

I made an additional reservation online and made a four hour drive in, bringing my husband and two young kids with. Checking in took over a half hour. The woman at the desk, Karen (yes, her actual name) had no idea what she was doing. She claimed she didn't have my reservation in which I had to pull up the confirmation email and text. We finally get to the room and right on the bed there's a bug. Our initial worry was a bed bug, but it was not - a window was left open, apparently.

Fast forward to visiting the pool. Half the lights were burnt out so it was dark. The pool area was dingy and had a slippery film to the water and floor. The hot tub was so murky, even with the jets off, that you couldn't see your hand underwater. My 7-year-old made a comment that the pool reminded her of a lake, that's not a compliment and I was not impressive to say the least.

The room itself, a King suite, was in itself, well laid out. The TVs in both areas were atop dressers with drawers. The top drawers would come out by themselves without being touched. It was extremely annoying because anytime you wanted to go anywhere in the room - bam, the drawer is open again. This was especially unsafe with having two kids there. I had to take a straw and lodge it in the side of both drawers to keep them from coming out. One other thing that could be better is the availability of outlets. There's no plug ins in the bedroom area, odd for a hotel. The bed itself is comfortable but the air conditioner would make a noise that sounded like someone breaking into your room every 10 minutes.

Saturday morning breakfast nearly broke me. The hotel has a nice little area off the main lobby to eat, which is super convenient. They offered scrambled eggs, sausage, a case of breads/bagels/muffins, a waffle maker and a fridge with hardboiled eggs and yogurt. While this is normally great - they lost me when you realize the eggs and sausage were cold and had been sitting out for HOURS. The front desk girl then came in and poured a new batch of food both right over the old product! This is a huge health code violation. The trays should have been replaced. My family and I immediately discarded our food and left.

We were off property for the day and upon returning that evening, I had to have my key reactivated. I also asked for a zero balance receipt for Friday night. Karen, the same lady who checked us in, was again, rude and unprofessional. She handed me a receipt and when I got to the elevator, I realized it was for a different guest. She had handed me someone elses information, which included their credit card details, phone, email and home address. I immediately went back to front desk to bring this to her attention and said she should be checking her computer system before giving out anything to a guest. She snapped at me! I asked for a managers card and she refused to give me one. She would then only tell me the managers nickname (Nish?) and wouldn't provide a last name or email.

Don't stay here if you value your credit card information, cleanliness, or serve safe regulations. Too many corners were cut that could jeopardize guest safety. While no stay is ever perfect, it's clear employees here just don't care, which is really...

Would not recommend this hotel. First of all, I made a reservation for a Saturday night on the hotel's website and within 15 minutes, I received an e-mail from the Front Desk indicating that my reservation was cancelled because they were overbooked. Hours later, I went back on the website and saw that they still had vacancies for that same Saturday night. I then successfully made a reservation for the following night, Sunday night. When I checked into the hotel the following day, the clerk at the front desk asked me if I had made a reservation for the previous night and I said yes. She said she was the one that sent me the e-mail and that the website for Country Inn & Suites is always overbooking their rooms and not just at that hotel. She said there have been many times that they had to turn guests away because the website overbooked the hotel and they had no idea why the system did that. The room itself was sterile and sparsely furnished. This was the first hotel room that I have ever stayed in that did not have any carpeting. It was awful. The floors had some type of vinyl laminate flooring. Felt very cheap and not comfortable to walk on. The room was not comfortable or inviting. The bathroom fan either did not work or it did not have one at all. Their was a cabinet in the room which housed the microwave oven and small refridgerator. The cabinet door that housed the fridge did not close and just banged against the cabinet. Very cheap. Breakfast was horrid. A small fridge in the lobby that housed warm milk and fruit juice bottles. If the milk was warm, I certainly wasn't going to try the eggs or yogurt in the fridge! Even Embassy Suites has gone back to having cooked to order breakfasts and this is the best that Country Inn can do? Would never stay here again and would...

BLUF: Great location - near amenities, dining, and highway access yet secluded on frontage road keeping environment quiet and clean. The windows open which is great IMHO and the HVAC settings were simple and include a fan-only setting which generates enough white noise to wash out any typical hotel hallway murmur.

Note rating is based on hotel accommodations and not impacted by below Covid-19 specifics negatives.

Covid-19 Specifics: I felt the hotel did enough to prevent the spread and sanitize common areas and rooms however staff never wore masks with the exception of the front desk despite mandate posted prior to entering. Pool and hot tub drained with access not allowed to other common areas as well. Continental breakfast is individually wrapped but still served with all day access to quick items for free in lobby which was a nice touch.

Pros: Front desk staff were friendly, accommodating, and professional. They always wore masks and kept personal safety in check by asking others whom stood behind me to back up a bit please to ensure guest saftey. I appreciated the tactful and polite way the staff would remind lobby guests to be cognizant of others saftey during covid-19. They did so without any alterior agenda or condemning tone in their voice which made everyone more apt to comply and respond positively.

Cons: Despite having a sign mandating masks for all guests inside and the front desk staffs amazing efforts; the rest of the hotel staff (housekeeping, repairs, etc) throughout the hotel never had masks on when I saw them and didn't practice simple distancing. This was disappointing and only made me wonder if the precautions were purely cosmetic for...