The Iron Horse Hotel

We booked three nights through Expedia, 11/26 -29th, with free valet parking, and the first part of the stay was wonderful. A major Midwestern snowstorm led us to ask for an extra night. At the front desk that morning, someone said they were new and didn’t know how to extend us, so we gave our card details and phone number and were told an experienced person would handle it. We took an Uber for the day. When we got back at 9:00 that evening, the desk had no idea what we meant, and our key cards had been changed, leaving us unable to enter the room. Someone then came up with us to get us access. At 11:30, the desk called to ask for our card details again, so I went down. They said the extra night would be $214, even though our previous rate was $110 per night. I understand weekends can cost more, but charging that during a weather emergency after we’d already booked three nights felt unfriendly. Management wouldn’t reconsider and said that was how it was. We left the next morning once the weather improved. This could have been handled much better, and I don’t plan to return to a hotel whose management either can’t do the job or doesn’t care about service. That was not acceptable for something unavoidable.

The hotel bills itself as upscale and four star, but doesn’t provide daily housekeeping like other nearby hotels at this price. It also gives no itemized bills, which is inexcusable if you’re using an expense account. Our wedding group was hit by a change in check-in from 3 to 4, though guests could pay to check in at the original time. The reservation system was difficult, and the agents I reached by phone weren’t useful. Once I got someone at the hotel, the staff were excellent. Nikki arranged a bathtub for my wife, and the room was clean, although several lights were out and maintenance fixed only about half. We sleep cold, so I set the thermostat to 66, but it was 78 when I returned on day two, and staff couldn’t fix it. The room faced south, and it was winter. I was there for a wedding and stayed in winter, so summer could be different.

We’ve been visiting Iron Horse a couple times a year for about ten years, since our wedding there, and usually love the immaculate rooms, great food, and impeccable service. This stay was disappointing. There were no usual extras in the room, not even cups or glasses, and no robes. The bathroom floor was dirty, the shower door broken, the TV remote didn’t work, and a loud clicking from the vent kept me awake most of the night. Dinner at Branded was a mixed bag. The bartender was friendly and great, but the fries came cold. The steak strips were well seasoned, yet more than half the meat was fat, with only one non-fatty bite on each strip. We couldn’t eat most of it. We still love Iron Horse and hope the next visit is better.

It was a big, busy night, but the bar manager took the time to make things right after an issue at one of the bars. I explained what happened to her, I think her name was Shannon, and she listened and dealt with it straight away like a true hospitality professional. Kudos, Shannon. We’ll be back to see you soon!