Country Inn & Suites by Radisson, Williamsburg Historic Area, VA

My friend booked a room a month ahead, then cancelled well before the date and needed a refund. Since June, she's called and emailed almost every day and still hasn't gotten help. Staff give her different answers about the refund, and seem unreliable. Don't book here if you might need a refund. It takes forever, you never get to speak with a manager, and the whole experience has been terrible.

The room smelled of mildew, the AC was noisy, and there were water stains on the walls and ceiling. The bathrooms had mold and stained tile, and the mini fridge wouldn't keep anything cold. The lobby floor was filthy, the furniture stained, and there was no AC in the lobby or hallway. We booked for the indoor hot tub, but it was out of order and apparently had been for a while. A terrible stay for the price. I emailed customer service and still haven't heard back.

The breakfast was amazing, the pool was great, and the staff were friendly and helpful. My daughter and I stayed one night, and our room was clean. The only trouble was the door jamming: the key light turned green, but the door wouldn't open. After around 15 tries we went downstairs for help. By the time someone came up, it had opened on the last attempt. He checked that everything was okay, but it happened a couple more times, so I tried the handle different ways until it gave. Aside from that, we had a great experience and I'd highly recommend the hotel.

The front desk was unattended for quite a while when I arrived. I rang the bell and called, then a man came down the stairs. Before asking for my ID or giving me a registration card, he charged my card for incidentals and taxed the charge too. I've paid hotel deposits before, but this was a red flag for a one-night stay. I had reserved two rooms a month ahead and asked for them to be at least near each other. Instead, they were on separate floors, and he refused to change that despite what seemed like an empty hotel. He eventually got the manager on the phone, who reversed the check-in and cancelled the reservation. The attendant refused to give me cancellation confirmation and said he didn't care if I stayed elsewhere. Very unprofessional. Four days later, I still hadn't received the hundred-plus dollars charged for incidentals for a hotel I never stayed in. The hotel never seems to have a manager available, and Choice couldn't find the charges. I'm not sure what's happening, but it seems suspicious. After reading the reviews, I'm glad I stayed elsewhere, but I still want my money back. I highly recommend not staying here.