I wish I could give this property more than 1 star, but I cannot. The pillows are the worst - I have had airline pillows that are better. They are super large height wise, which causes your neck and back to crick in a painful way. (As you can see from the other reviewers before me - this is not just my issue.) I saw the hotal had "responded" to previous reviewers by insisting they had alternative pillows available at the front desk. Well, when I asked for one, based on their representations, they said "sorry - other guests had stolen the pillows and they had not replaced them yet."
I actually checked out of the hotel at around 10:30pm the same day I checked in (which was the 1st time I got into the bed to go to sleep and discovered the problem.) I ended up driving back to Chicago that night. Hotel said they would call me - never did. After I called twice, I finally spoke to manager who said he would give me 10 percent off stay because "I did use room for a few hours before I checked out."
With customer service like that, I cannot reccommend this hotal and refuse to say anything positive about it.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
21 October 2011
Thank you for taking the time and sharing with us your recent experience. I am very sorry that you were not able to enjoy your stay at our hotel during your visit. Once again I am very sorry that that I did not return your call within 24hrs. You checked out of our hotel Monday night and was told that I would call you the next day. My staff should have remembered that Sundays and Tuesdays are my personal days off from the hotel and that I would not be back in until Wednesday morning. Your name and number were on my list to do. Per our conversation I explained that we have always had extra soft pillows in the back for guest that request soft pillows but due to ISU homecoming weekend somehow people were able to steal 10 of our regular pillows and we had to use our soft pillows to replace the missing ones. Per our conversation I was willing to offer you 20% off your bill but you said that you were not paying for the room and did not want to deal with credits and refunds. I even offered you 50% off your next visit in hopes that you would come back and give us a try again but you said " No, that's not going to happen". If guests check in and have any kind of issues with their rooms and want to check out within an hr we do allow that and are willing to issue a refund .In your case you checked in around 2pm and wanted to check out after 10pm. Once again I very sorry that you were not able to enjoy your stay with us. If you are ever in the area please know that my 50% off offer still stands. We have gone ahead and ordered extra soft pillows and they should be here within a week.
Cristo Ortiz-Palafox
Ramada Limited & Suites
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC