This hotel is family friendly.
So family friendly that we left early at our own expense because management refused to enforce any noise or behavior rules prior to quiet hours at 10 pm. The family above us had three small children running, jumping, screaming, and presumably knocking over furniture, to the point that our walls were shaking, continuously between 5 and 730pm on our last night. We spoke to the family and the front desk to no resolution. They never came to our room to understand the disturbance, and never talked to the other guests to our knowledge.
We understand there's an amount of noise expected with hotel stays. Creaky floors and temper-tantrums happen. But this was the equivalent of an upstairs neighbor moving, or as my spouse said, a Chuck E. Cheese above us. We were extremely offended that another paying party was given the privilege to be disrespectful to the point of making the unit unusable to us, when we were also paying customers. The refusal of management to make any attempt at mitigation and privilege one paying customer over another was wildly unprofessional, particularly when we had been there two nights without any complaints, and according to management the offending party was on their first night. Due to booking through a 3rd party, we contacted them directly and they indicated hotel management would refund only 50% of the final night.
The real bummer here is every struggling small business we planned to visit on our final day lost all of those sales.
Other cons: 1. Generally poorly insulated floors. We had the same constant noise of someone running above us without the wall shaking throughout our 1st & 2nd nights. We did not complain about the first two nights. The jetted tubs also create noise, and we heard conversations through the heating/cooling unit.
2. A pervasive strange smell in the back half of the room; sort of like dentist office smell and...mold? astringent? We changed sides of the bed and used scented bath products to try to cover it up.
3. Shakey covid protocols. Masks were required and reception had a plexiglass shield. The continental breakfast had shared utensils, cups, and lids, creamer pumps/bottles, and the toaster smack in the middle of everything making it hard to nip in & out quickly. They did have gloves and sanitizer available.
4. The "continental breakfast" is bagels, yogurt, hardboiled eggs, cereal, and prepackaged pastries. Not a fresh fruit in sight at $140/night.
5. Parking. We literally had to circle the property and wait for someone to leave the last afternoon.
6. Snow and ice. We were in an outdoor-opening room and there was only a very narrow strip of deck clear in front of the doors under a dripping overhang. No evidence of effort to shovel or salt at all. We both almost slipped repeatedly, and by the second day a substantial portion of the deck was ice. We sacrificed a bath towel to avoid falling on the super slick entry. The outside stairs to the room had only foot sized semi-clear spaces and were otherwise covered in snow or slush. It was also hard to see parking spaces leading to not enough spaces.
We were both exhausted from poor sleep the 1st and 2nd night after waiting for the neighbors to be quiet. Mattresses are extremely firm. High winds blew loudly through the fireplace chimney, the heating unit is noisy, and the base flame in the fireplace is very bright.
The pros: 1. Linens and towels were clean and soft. 2. Bath & body works amenities are actually very good quality. Front desk was courteous with extras. They also include bath salts for the jetted tubs. 3. The jetted tub was lovely and the thing we were most upset about not being able to enjoy our last night, especially since we paid extra for a room with one and specifically selected this property for their availability. 4. The mini-kitchen was impressive with full sets of cookware, dinnerware, and cutlery plus a few appliances AND dishwasher. I did have reservations as to whether everything was sanitized between customers. 5. The room stayed warm, and there were extra blankets in the closet. 6. The property is walking distance to downtown in good weather, for adults (20-25 mins). Getting in and out of the icy, steep driveway on foot is a little treacherous.
All in all, best suited for large inconsiderate families and the deaf. The suites lend themselves to small parties before 10p when rules don't apply, with the jetted tub, extra couch, and miniature bar complete with barstools. I only wish I was a big enough jerk, instead of an exhausted essential worker, to have exploited these loopholes and gotten my money's worth.
TL;DR Hotel management refused to deal with unreasonably disruptive patrons prior to quiet hours and also refused a full refund for ruined last night of stay. We left at our own expense. 20/10 absolutely never again. read more