Heritage Inn Express Roseville

The location was great, the price was good, and I felt safe. The room was clean and recently updated; the fridge and microwave both worked. I liked the comfortable bed and the four king-bed pillows in different textures, thicknesses, and weights. The two young men I spoke with by phone and met at check-in were friendly and helpful. When we asked about early check-in, they told us when to call back and check whether the room would be ready. Check-in itself was quick and kind, and they let us choose where our room was. I sleep best with a thick comforter, so I brought my own blanket in from the car, especially since hotel rooms often feel cold to me in winter. There wasn't a thick blanket or extra pillows in the room. I didn't ask the desk for another blanket, so I don't know if they could have brought one. The shower was the other letdown. After being out in the cold all evening, I wanted to warm up, but even with the indicator turned all the way to hot, the water was almost cold. I tried backing off the hot setting a little to change the hot-cold mix, but that didn't help. For a moment the extra-cold water made the hottest setting seem warmer by comparison, lol. It still wasn't warm, just almost warm. They need thicker blankets, more pillows, and hotter shower water.

At checkout I noticed a billing problem and raised it with the front desk. They acknowledged it and said the manager would get back to me, but although I later saw the manager was on site, nobody called or responded. I gave the hotel a chance to sort it out directly. With no follow-up, I had to take the issue to my bank. It's disappointing, since a bit of communication could have resolved this easily. I'm still willing to work it out with the hotel if the charge is corrected.

The freeway access is great, and the grab-and-go breakfast was convenient with a pretty good selection each day. CYNTHIA was the one bright spot in customer service. She was pleasant and lovely every time; everyone else was unhelpful or rude. The rooms need repairs. The door lock was barely attached, and the toilet paper roll holder was too. I emailed the general manager hoping for a better outcome, but didn't even get an acknowledgment. I'm disappointed she wouldn't respond to a customer.

The room was spotless and spacious, and they gave me a breakfast bag. Staff were sweet, and I got a free bottle of water when I arrived. Best motel I've stayed in.