Empress Inn and Suites by Elevate Rooms

**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 aggressiv

When I booked the hotel I paid a $8 surcharge and it clearly said that it is for the parking fee. When I arrived there they said that the parking fee is not included and they had me pay it. And to make me happy they told me to call Agoda customer service to get the refund, I did but I didn't get any refund. This is a cheat! Besides this, I went twice to the front desk, there was nobody there! I called by voice, I called the phone number displayed, nobody answered, I waited 10 minutes, nobody showed up!! never seen an hotel doing that! What if there's a big emergency?? Ridiculous management!! Place to avoid!!

It was ok for one night, but they charge more for parking than all lots around and the room was not very clean, it smells, furniture had stains , spider webs, extremely dated, and the bathroom wasnt clean, bed sheets were ok but the bed was not comfortable at all, all in all it was ok for one night, location was great!

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.

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!