Country Inns & Suites by Carlson

Super friendly staff, very clean (and I am a germaphobe) and quiet. My family and I enjoyed our stay and will stay again when in the area for sure!

I would not recommend this location.
I made a reservation through
about a month ahead of time. No problem. But the day of my flight, I had problems connecting to Des Moine. I immediately contacted the hotel to let them know about the situation. The lady I spoke with was very friendly, but she failed to tell me that I was going to be charged for two-​nights stay whether a showed up or not. That’s over $ 250 for nothing, and it was completely out of my control. It was not even a weekend or holiday stay.
I tried contacting the manager to discuss, but I kept getting sent to a somebody’s voicemail box. The voicemail was garbled and distant sounding. Needless to say, I never got a call back from the manager.
I persisted in calling, and finally spoke with the manager. I was very friendly with her, but she was very indifferent. She kept saying, «Well, that’s our policy. We have a 48 hour cancellation policy.» I told her, if that’s the policy, please show me where this was indicated when I reserved the room. Also, why didn’t your desk clerk tell me this when I called to cancel the room? She refused to point me to any policy whatsoever. I spent ample amounts of time searching for the policy on their website, but found nothing. I am a fair person, and if it was disclosed, it is fair enough to pay it.
I reported them to Better Business Bureau. But again, she refused to refund any of my money, and she refused to show me any policy stating a 48 hour cancellation policy. Better Business Bureau didn’t help at all. Apparently, they can just make up rules without disclosing them to their customers anytime they want.
I am not rich. $ 250 is a lot of money for me. But the rudeness, indifference, and lack of customer service was appalling. Stay away from this one. There are plenty of other hotels in the area!