We checked in very late and the young lady was sweet however we went to the room and it had already been slept in. So we went back to the front desk and she was unable to get a key to work so she let us into a room but we didn’t have a key so we wouldn’t be able to leave unless one of us stayed to let the other back in. The next morning we went to shower and the shower was full of hair (see photos). At this point we were out of time so we washed the hair down the drain and took showers so we could leave. I normally never stop at the front desk. I just check out online on my phone as we are diamond members however I wanted to let them know that the cleaning staff wasn’t doing such a great job and again told them it’s not the front desk’s problem, but they might wanna keep an eye on the cleaning staff an hour later after checking out when I received a copy of my bill there was a pet fee manually input by the front desk, even though when you use the app for Hilton, it requires me to let them know that my husband has a service dog and they have that in their computer and they normally require me to fill out a piece of paper which this hotel did not and then charged me $75 for a pet, which I called to complain about and filed a complaint with Hilton, then for the overall appearance, cleanliness and lack of help to get the pet fee off of my bill Hilton requires three days during which time I received an email back from Tabitha apologizing for the lack of cleanliness and she told Hilton that I had an argument at her front desk (which I didn’t and that is on camera) and she was doing nothing about any of the fees on my bill graciously Hilton offered 20,000 bonus points and has since escalated it to the back office as there will be proof of the service dog and the fee should never have been charged just bad overall management handling and cuddliness unfortunately there’s not a lot of options in Iowa. Not looking for a handout or anything for free it is just the principal. There is a huge lack of customer service on behalf of the manager, Tabatha. This may be why there was about four people staying at the hotel.

This was my first time staying in Ottumwa. Riva checked me in and was very polite when I mentioned that the sign by the street was not lit-up and I missed the turn (not the first time she had heard that). This place is well kept and my room had all the modern essentials. Even got my water bottle and a snack for being an Honors member. Would definitely stay again.

Gross. Highly recommend going anywhere else. The first room had dirty bed sheets, torn curtains, bugs, pink mold in the shower. Moved to another room that had a ripped up desk chair, poorly repaired areas, poorly cleaned bath floors, and smelled like a wet basement due to mildew under the air conditioner. The staff said "oh, you can smell the pool." That staff member clearly doesn't know the difference between chlorine and microbial growth. Super bonus: drain in tub is slow running so I got to stand in my own shower water. Yuck. How was the second room an improvement 😡 I will never come here again. We are Hilton Honors members. How disappointing. I hope corporate demands much needed improvements to this property. UPDATE 11.13.24: After checking out I was assured that our points for the stay 27,500 would be refunded due to the exceptionally gross conditions of the room. It was only when I called to follow up with the hotel that I was told by Tabitha that it can "take time" for the reversal to show up. I questioned her about why it would take a week! Then she admitted she hadn't bothered to do it yet. UNACCEPTABLE. And her very flippant attitude without any apology for this disregard of a simple task was the icing on the cake for this horrible stay. This manager needs coaching on prioritizing her duties and customer relations. Waiting 5 days to execute a refund due to poor conditions in the hotel that included MOLD in the room is ridiculous. (I submitted a request for assistance to Hilton Corp with this info above)

It’s not great, but it is a place to stay. It doesn’t smell fantastic. The visible repairs are a bit janky. There are bugs in the lobby area, unclear if they are fleas. Many fabrics are stained or ripped. My mattress had a stain, likely blood. It’s not my favorite place I’ve stayed, but it was a bed to sleep in. Also, the water bottles are $5.00 each.