Business ProfileforCobblestone Inn & Suites - Holdrege

Although this hotel is somewhat new to Holdrege, the current manager was argumentative, rude and unprofessional. We reserved a block of rooms in early July for my mother's funeral. We were told the price would be $129 per night and this price was NOT honored. Our large party reservations ranged from $140 - $220. For the military room, they did 'not have a military discount'. That was just the beginning of the downhill. The treatment upon arrival was less than professional. Check-In was scheduled for 3PM. I had 5 rooms, 4 were not ready until 7PM. They assumed we would (all 23) fit into one room until they were ready. Management was stressed, rude and annoyed WE were waiting. For my room alone, we had to return to the desk 4 times to have our key cards reprogrammed. AND, a different customer returned to the desk stating (overheard by my family) "room 132 looks occupied, I think we need a different room" Hello, that was MY ROOM. AND the day we all checked out - a hand-written sign appeared on the desk, stating "$5 charge for all room keys not returned". REALLY?? The toilet in one room was FILTHY. There was a cooler / large pizza box in another room. When inquired for 2 extra pillows and blankets - we were met with "now, why would you need those". Okay... One of our kids was accused of 'stealing' from the snack shop. Bless the mother, she asked said child. He denied. So she asked to view the camera. It was NOT one of our kids. As accused by management. I'll spare the remaining details, of a less than peaceful stay in the midst of sadness. To say this, after calling and leaving 4 messages with Brian, the CEO. I received a call back from Jackie, who upon the first call, was receptive. Promising I would receive a call from the regional manager. 5 messages later, I received a call from the current manager. She offered excuses for every complaint/concern. Told me she has received customer service training. I digress. I suggest finding other accommodations. I will.

As we have discussed this on several occasions I will reply here as well. On 7-7-22 we were contacted by a member of your family to reserve rooms by a very distressed woman who informed my front desk agent that her mother had passed and that a large group would be coming in I agreed to a block rate for 10 QQ rooms at a rate of 99.99 plus tax and that all other rooms in the group would pay a rate of 25% off Best available rate. Rather quickly the block of 10 rooms was filled at 10:52 pm that night when you called and demanded the block rate you were informed that unfortunately those rooms had already been taken but that a funeral rate was being applied which you agreed to. Your party, which as a large group, began checking in at 2 pm, your rooms were booked into at 5:35 and 6:35, you were informed again signing registration cards agreeing to the discounted rate of 25% off, and it was explained to you that the military discount of 15 % would have increased the amount of your stay, you angrily stated that you understood this and signed agreeing to this rate. We had a large number of check outs that day and other members of your parties arriving early had occupied all of the available rooms, our 2 housekeepers did the very best they could to have all rooms done before arrival but the person who made the arrangements for the block and I discussed the delay, as compensation for the delay the meeting room and lounge were offered for your group free of charge, this was accepted by that member of your party. Your party exceeded the capacity of both of those, this raised concerns of fire code laws for capacity which was reinforced by members of your party discussing sleeping on floors and packing into the rooms in front of my staff, this is why when you asked for extra pillows and blankets questions were asked and it was stated to you that we were just concerned because we have to follow fire code laws. Another member of your party told that staff member that "we all just want to be in the same hotel no one wants to go to the other hotel". The capacity of the double queen rooms is 4 adults, and the capacity of the king room is 2 adults, we are not allowed by law to put more than this number of people in the rooms, your admission that in your 4 rooms you had 23 people confirms that you were in fact violating this as the maximum capacity of this is 14 people. This was repeated by many members of your party and explains the over flow of the lounge, meeting room and lobby, my staff was more than gracious under these conditions which included children climbing the food service counters in our lounge, tossing creamer packets on the floor, spilling cereal on several occasions by playing with the dispenser, repeated attempts of a child to make the juice machine work which was turned off, which included beating on the machine and unscrewing the water source at the back of the machine, repeated times going behind the bar by minors, a violation of Nebraska Liquor Laws all while the adults of the party stood by and watched forcing my staff to openly reprimand them themselves which was met by anger from the adults of the party reinforcing the destructive behavior of the children involved. As we do not have a room 132 I cannot speak to this conversation. As it was explained to you when multiple people came down to get keys it often resets all of the others, I'm sorry for that inconvenience. It was also explained that I had made the decision to post a charge for keys after 75 keys were distributed to members of your party. Addressing the cleanliness of your rooms we were never informed of any issues so were unable to address these issues or confirm them, and no cooler was turned in to the front desk or left in any of the rooms. Yes one of the children was seen by a staff member climbing the counter of the Concession store and grabbing an item and running away, returning when his grandma brought him back with it and then running back by and grabbing it again, then 30 minutes later returning it when another adult caught him with it, I apologize for not continuing to watch after the second time that he took it, and after the mother stated "was it gum again?" This unfortunately was not the only circumstance where myself or members of my staff witnessed children from this party disrespecting the property while adults failed to supervise them or watched as they misbehaved, from doing flips on the luggage carts walking up the walls, standing on window ledges of the lobby damaging blinds, playing unsupervised in a dark parking lot taking apart trash receptacles, and playing with other guests vehicles, multiple occasions of theft from the c store and in general rowdiness that comes from lack of supervision. As you stated our hotel is rather new and we take great pride in it staying nice for all guests, we do become defensive when it is damaged, I am sorry you weren't satisfied but I stand by my staff in the overbooked conditions.