Baymont Inn And Suites Mattoon

I would not recommend this establishment for those with medical conditions that require a service animal ( not emotional support) legit certified service animal. On Saturday evening at 5:35 pm we decided to stop due to the bad weather conditions and car accidents everywhere. We needed a safe place to stay for the night. I encountered KRISTY at the front desk who began to ask what "service" my animal performs and I answered the question. She then proceeded to stare me directly into my eyes without a break which I felt was highly intimidating. Then asked again what my animal does and I repeated myself. I stated that I have answered the question and I have paperwork with me to prove that I wasn't a liar. KRISTY raises her voice and begins to yell that "she's only doing what she has to" while other guests were lounging behind me as another intimidating tactic and it was embarrassing. KRISTY is highly unprofessional and it's not kind to treat people that way. She stated that she does not have to accommodate me if she chooses not to and at that point after being stared at and yelled at in a belittling way in front of other guest that I would make that decision simple and take my business elsewhere. This is not ok. It's also highly unprofessional for her to yell while other guests were present. That says enough right there. I will be making a formal complaint to corporate and to the establishments franchisee. I will also request them to please review of the video. Nobody should be treated that way and also be expected to stand there and take that type of treatment. She stated she did her job. She did it alright multiple times while screaming at me. The hotel can check the camera at 5:35 pm on Saturday, November 29, 2025. Yelling and staring potential customers down in an intimidating way makes me feel not safe enough to stay in your establishment. Terrible experience after being on the road for almost fifteen hours and needing a warm a safe place to stay.

Front desk staff was friendly at check in. Rooms are clean and freshly renovated. Everything looks new. Beds and pillows were very comfortable. The only negative is that the walls are very thin. We could hear the T.V. and conversation from the next room.

Had a 2 night reservation only to get to hotel and it is not in business. Totally shut down for renovation. Got emails saying looking forward to your stay, being charged for my stay, etc. But, hotel doesn't exist, called number, out of order doesn't work. Not happy.