Country Inn & Suites by Radisson, Champaign North, IL

I drove all the way from Virginia to visit my mom in a nursing home, and the manager, Mehul Patel, wouldn't let me bring my very small, house-trained dog, even if I paid an additional deposit. She sleeps in her own bed. I couldn't get my money back and had to leave her with strangers during my visit. Country Inn and Suites normally accepts small animals, and I thought guests on extended stays could bring small pets. They had me agree to a $125 pet fee. When I asked about it, the young lady said it would be charged if someone "sneak[ed]" a pet in without telling them, which makes no sense to me. The manager seemed completely unreasonable and, to me, a poor business owner. Nearby hotels allow pets, and I won't consider this place again. I also warned people not to stay because of bed bugs, though I didn't give details about that in my review.

The front desk team were wonderful. All three employees on shift went out of their way to help us, and their kindness and professionalism are the only reason I haven't made a much bigger issue of this. They deserve recognition. Our room had bed bugs. The manager, Katina, admitted it had been treated for them before, yet they still put us in it. When we reported the problem, she offered only to waive the room cost, despite our trip being cut short by two days. She could use more customer service training. We spent three full days cleaning everything we owned and nearly $100 on supplies and laundromat fees. We had to throw away things that couldn't be properly treated: luggage, soft coolers, and a pack n’ play with its mattress. Replacing them cost around $1,000. Katina refused to cover any of it, although disposing of those things was the standard recommendation to avoid spreading the infestation. She also said she could guarantee the bugs couldn't reproduce, but admitted she wouldn't take responsibility if any came home with us and caused an infestation. That contradiction was concerning, especially given the size and development stage of the bugs we found. I would have been satisfied if management had replaced the items we lost. This response showed a lack of accountability and care for guests dealing with a serious problem. I'm asking the district manager or corporate office to contact me directly about how Katina handled this.

The location was the main reason I booked for my first stay here, and I wasn't expecting much. It turned out to be really comfortable. The lobby had a clean smell when I walked in, which made a nice impression. Breakfast was good, the staff were friendly, and checkout was quick. I'd definitely stay again.

I was there for one night and enjoyed my stay. The staff were welcoming and professional, the property was very clean, and I loved the breakfast menu. The room cleaning team were professional too. The college campus is a very short distance away. Thank you!