Empress Inn and Suites by Elevate Rooms

I booked a room online for 2 adults at $135, but after arriving there were unexpected extra charges. I was told I had to pay $13–15 per night for parking, which was not clearly mentioned before. They also took a $100 security deposit on my credit card and said it would be returned the next day, but after checkout they informed me it would actually take 2–6 days to be refunded. The rooms were just okay, nothing special, and the hotel only has 3 floors. Overall, it felt a bit overpriced, especially considering the extra fees. The food at the hotel is expensive, but I did like that there are many food options available online through Uber Eats, which was convenient. Average experience overall, could be better with more transparency about charges.

There was a peanut left in the room on the floor. I am highly allergic to peanuts. Bed was dirty, so many black hairs on the sheet. Dead huge fly on the floor, cigarette butt in the bathroom sink drain. Someone was clearing snow from balcony at 4 am hitting the railing so was awoken by that.

**Formal Complaint and Safety Concern** I am writing this review so that no other family has to go through what my family experienced at this hotel. On the evening of **December 31**, I was staying at this hotel with my husband and our **four young children (ages 3, 5, and 6)**. We reported to the front desk that the **heat in our room was not working**. Two of my children’s hands were **freezing**, and the room was extremely cold. A staff member came to inspect the room and confirmed that the heat was not functioning. We were assigned a second room, but that room also had the **same heating issue**. Although this was already unacceptable, I was initially willing to tolerate it to avoid further disruption for my children. At that point, a **maintenance/service employee became aggressive and confrontational**. He was yelling at the front desk staff about why our room was changed. I ignored this, as it was not my concern. I clearly told the front desk that **if maintenance needed to enter the room, it should be done while I was not alone with my children**, as I do not allow strange men around my kids without my husband present. I was told this would be respected. Despite this, the same employee **followed me closely to the room**, walking rapidly behind me. Once inside the room—while my husband was in the other room moving our belongings—the employee entered and immediately began **accusing me of smoking in the room**, which is absolutely false. I do not smoke, and I had my children with me. He then said, *“I don’t know what kind of mom you are,”* accused us of lying, claimed the room was fine, and **began yelling at me**. I felt threatened and unsafe. When I told him we no longer wanted to stay at the hotel, he told me **I had no choice and was not allowed to leave**. When I went to the front desk to leave with my children, this same employee **continued yelling at me in front of front desk staff and security**, stating again that I was **not allowed to leave with my children**. This was an extremely frightening experience. I was genuinely afraid for my safety and my children’s safety. Although the front desk later said they would change the room again and that this employee would not be working the rest of the night, that did **not make me feel safe**. As a service employee, he likely had access to room keys, and given his aggressive behavior, I did not feel comfortable staying in the building at all. We left the hotel immediately. This experience was **unacceptable, unsafe, and traumatic**, especially for a family with young children. No guest should ever be spoken to, threatened, or intimidated in this way—especially not by hotel staff. I am requesting a **full refund** and escalation of this matter to **upper management or corporate leadership**. This individual should not be working in an environment where families and children are present. I hope sharing this prevents another family from experiencing what we did.

The first night went fine, usually we stay out here and have no problem. And when we found a bug bite, I put the bug in something and brought it down to the front desk, then they stated that no one has complained and it’s weird. I told them I want my money back and want to leave, they changed us room, for the night, it was the middle of the night with children. So they gave us a bigger room, because he said that they’re only 2 rooms available and one didn’t have working got water, so. I stated I wanted the room with everything working, and to talk to the manager in the morning. Well now it’s the morning and I went down to talk to the manager about getting my money back instead of staying another night. They women refused to give me my money back because they switched us rooms and gave us to a bigger… I’ve called the heath unit. And after years of coming to this location, never again. The employ last night was more sympathetic than the manager this morning. Disgusting

From the moment I arrived, the Empress Inn Hotel exceeded all expectations. The staff were incredibly welcoming, professional, and attentive—always ready to help with a smile. The room was spotless, well-furnished, and surprisingly spacious, with all the modern amenities I needed for a comfortable stay. The bed was super comfy, and I slept better than I have in weeks! The location was perfect—close to everything I needed, but still peaceful and quiet at night. I especially appreciated the little touches: complimentary water bottles, fast Wi-Fi, and the spotless bathroom with high-quality toiletries. Overall, the Empress Inn Hotel offers amazing value for the price. Whether you're in town for business or a quick getaway, I highly recommend this hotel. I'll definitely be coming back!