Marques Oliver

Review of Cliffbreakers

DO NOT STAY HERE!

DO NOT STAY HERE!

I recently stayed at the Cliffbreakers Hotel in Rockford over Labor Day Weekend in room 214.

During my 3-night stay the hot water in my shower did not work. The phone in my room was broken, and the two treadmills in the gym were broken as well.

My biggest concern was the hot water though, which is a basic necessity.

I made the front desk aware of the water situation Friday evening. I was told it would be looked into. I was gone all day Saturday, when I returned to my room, the hot water in the shower was still not working. I notified the front desk on this issue once again, and was told it was being looked into.

Luckily as it was Labor Day weekend I didn t spend too much time in my room. The problem was never fixed, I was never given another room with working hot water.

Upon check out, I shared my frustration with the front desk and asked that a refund be applied to my room for the inconvenience.

I was told by Derrick at the front desk there was nothing he could do, but he would let the manager know and have him contact me to discuss a refund.

The hotel manager Casey never contacted me. On Wednesday I contacted him. Upon speaking to the manager he spoke to me in a condescending tone as if I was lying about the situation. He told me he would have maintenance check into it and get back with me.

He contacted me few hours later and told me the hot water in the room was working. I expressed, how his maintenance and staff neglected to check into the situation during my stay, and how my complaints were documented several times. Throughout the whole ordeal he treated me as if I was lying, which is TERRIBLE customer service from any member of management on any level.

For compensation, I was offered a free night stay, which I declined; I have no interest in ever staying at this establishment. When I asked for a refund Casey notified me he couldn t do this (I ve never heard of a manager who can t issue a refund) and he put the problem onto his General Manager whom he said would be contacting me.

I never heard from the GM on this establishment. I was never issued not even a refund.

I typically stay away from writing reviews, but this in the worst consumer experience I ve ever experienced. If you re staying in Rockford, spend your money elsewhere, Cliff Breakers does not care about it s customers.

I also discovered from research, this hotel would be undergoing new ownership soon, which has me feeling even more mislead. I m considering reporting this establishment to the Better Business Bureau.