Country Inn & Suites By Carlson Bloomington West

We stayed, parked and used the shuttle service the morning of our flight. Easy location to get to and close to the airport and MOA. The area is safe and we have never had any problems with parking our vehicle in the provided lot. The rooms are spacious and clean. We have not experienced any unwanted noise and the front desk is very friendly and helpful. Great value to stay and park. The shuttle service has been top notch! They shuttle on the hour and we rarely wait more than 10 mins for them to pick us up on the return.

This was one of the most frustrating hotel experiences I’ve had, largely due to management’s complete incompetence, inability to communicate effectively and professionally. From the start, no one could provide a clear or honest answer regarding their early checkout policy. The city was under a blizzard warning, and we asked to check out a day early giving way more notice than their policy online states. We were staying through team travel and instead of being upfront, management wasted my time with vague responses and unnecessary back-and-forth. It felt intentionally misleading as the sales manager insisted it was on the team travel company yet refused to speak with them. She hid in the back office along with the GM as the team travel manager sat on hold waiting for them to come talk to her. When management finally did speak with the team travel manager later in the evening, they told her they could issue refunds but would not refund us the last night as they were not required to. We checked out early, forfeiting the last night charge as it was a safety issue. The situation was made even worse by the sales manager, whose behavior was shockingly rude, condescending, and outright disrespectful. Rather than attempting to resolve the issue or show any level of professionalism, she spoke in a dismissive tone that made it clear guest concerns were not a priority. She also could have just said that Holiday Inn was not willing to let us check out a night early instead of wasting my time. Equally concerning was the general manager’s complete lack of accountability. She never identified herself as the general manager and instead hid in the back and gave me the email for the GM (herself). That kind of leadership, or lack thereof, does not inspire confidence in how this hotel is run. Between the poor communication, disrespectful staff, and absent leadership, this experience fell far below any reasonable expectation. I would strongly caution others before choosing to stay here. The ONLY positive about this hotel is the sweet woman who helps in the breakfast area. She was amazing and her tips each morning were reflective of her great work.

The hotel staff ask me when i check in either welcome points or free breakfast, of course i choose breakfast. The following day i have breakfast and at the breakfast the lady never ask us if we want eggs to order, but the next customer was ask if they want eggs to order. The next day i went to get my ticket/ voucher for breakfast the receptionist told us that i am not entitled for breakfast in a rude way because i am a platinum elite only diamond can get free breakfast in a way that i bother her. First of all the hotel is not that great the fire pit was not working, the outside looks like never been maintained. the room are small, the staff are rude. so what else to like to stay in this hotel, i will take my business elsewhere not here.