Country Inn & Suites by Radisson, Pella, IA

The hotel was great very nice beds. Breakfast was really good. Was convenient to downtown Pella. Staff was friendly.

I'm extremely disappointed with my stay and feel it's important to share my full experience. At check-in, I was informed that two rooms had been booked under my name. I explained I only needed one and asked what could be done about it. The front desk employee told me she would simply note that the two rooms had been booked by accident, and assured me it was taken care of. Three days later, I discovered I had been charged for both rooms. When I called to resolve it, I was told the refund would not be issued — despite this being the hotel's own solution to the problem. I spoke with the manager, Erica, who was incredibly rude and unprofessional throughout the call. She refused to work toward a resolution and, when I asked to speak with someone above her, refused to provide any additional contact information. It felt like being deliberately stonewalled rather than helped. On top of the billing issue, I have serious security concerns about how check-in was handled. I was checking in alone as a woman, and at no point was I asked to confirm my ID or provide a credit card to verify my identity. Even more concerning, the front desk employee said my room number out loud, within earshot of two men standing behind me in line also waiting to check in. Announcing a solo female guest's room number to strangers is a basic safety failure that this hotel needs to address immediately with staff training. I would not recommend this hotel.

Clean and safe property.

First thing noticed upon entering the room was the bathroom toilet. It was obvious that the "moving" ... loose stool had been stabilized ... attempted to ... by use of chalking. CAN NOT BE DONE. The stool not only moved up and down left to right, it also had noticeable movement front to back. I let the front desk know upon receiving a text from the hotel as to my "satisfaction" which I replied to on Saturday. I also stated the hours I would be out celebrating a 50th wedding anniversary thus giving time for any repair to be done. However, I received an text back that "they were sorry about the issue" so to speak, but nothing was done. I'm guessing due to weekend. I noted that the fix was tightening the bolts to hold the stool to the floor, not chalking. I would also "assume" that immediate action would be taken to prevent possible water / waste damage to the unit below. From my perspective, this notice to the hotel would be primary to avoid future damage. Not so. Nothing was done by the time I checked out on Sunday morning. I did send compliments about the great sleep of good beds, the fast drain in the shower, etc. My main concern that seemed to be avoided was the toilet. Totally obvious was the lack of attention to the toilet's repair in the first place. This type of issue always raises the red flag to me when entering a hotel room ..... if this is what I see, what else does not meet complete expectations in the room or at the hotel.

Pros: the hotel was very clean. The bed was very comfortable and the room was large and comfortable. The property was very quiet and close to everything you’d need in Pella. Not so pros: the bathroom was smaller than my closet, the faucet on the tub was very loose, the woman that checked us in could use a little more training. She seemed extremely confused and wasn’t sure how to check us in.