Country Inn & Suites by Radisson, Peoria North, IL

Hello,

I am writing regarding trip #10203876623, booked online through Navan, my corporate booking platform, on behalf of Priceline. I am requesting a full refund without penalty due to a significant discrepancy between the room I reserved and paid for and the room provided by the Country Inn & Suites in Peoria, IL, as well as the subsequent handling of the matter by the hotel staff.

The reservation was made for August 12, 2026, through August 14, 2026, for a King Suite, non-smoking, with a jetted tub. I have attached the original reservation confirmation PDF that I received immediately after completing the reservation and payment.

Upon checking in, I was assigned room 315 and provided with room keys. When I entered the room, I immediately discovered that it was not the room I had reserved. Instead, the room was a King Suite, non-smoking, with a sofa bed and did not have the jetted tub specified in my confirmed reservation.

I returned to the front desk and explained the discrepancy. The receptionist, Jessica, initially provided little assistance before another gentleman, whose name I was not provided, approached the counter. He stated that my reservation had "come through as a standard room" and that I had been "upgraded to a king suite with sofa bed at no additional cost."

I explained that this was not consistent with my confirmed reservation. My reservation clearly specified a King Suite with a jetted tub.

He then stated, "I don't know how that's possible. We've never had rooms with jetted tubs in them."

I explained that I had specifically located the King Suite with a jetted tub online before making the reservation through Navan and had done so to ensure that I was selecting the correct room and property.

Rather than attempting to resolve the discrepancy, I was told that Navan was apparently advertising inaccurate information. At that point, because the property was unwilling or unable to provide the room that had been reserved and paid for, I requested a full refund without penalty.

I was then told that this was "impossible because the reservation was made through a third party" and that the third party should be contacted for any refund. When I requested the appropriate contact information, I was told to "do a Google search."

I subsequently returned to my vehicle and contacted Navan customer support. After explaining the situation, the Navan representative contacted the property directly to request a full refund. She later advised me that she had spoken with the same supervisor I had dealt with at the hotel and was told that only the property manager could authorize the refund and that the property manager had already left for the evening. She was instructed to contact the hotel again after 7:00 a.m. the next day.

The Navan representative also advised me to remain at the hotel for the evening because the situation and the call had been documented and that she would follow up with the property manager the following morning.

I also contacted Choice Hotels customer service, who directed me to Priceline because Priceline was identified as the party that had placed the reservation on behalf of Navan.

I then contacted Priceline customer service. The Priceline representative immediately contacted the property regarding the issue and subsequently advised me that a representative named Jessica had answered the call and disconnected after learning who was calling and the reason for the call.

The Priceline representative then escalated the matter to the customer care escalation department and requested that I provide this written account, along with my reservation confirmation and supporting documentation.

I have attached the following documentation:

The original reservation confirmation showing the King Suite with jetted tub.

Screenshots from Priceline showing that the property advertises King Suites with jetted/whirlpool tubs.

I want to specifically recognize the representatives from Navan and Priceline who assisted me. Each representative was professional, empathetic, responsive, and proactive in attempting to resolve the situation. I did not have to repeatedly request escalation or ask for assistance obtaining a refund. They recognized the issue, documented it, contacted the property, and took steps toward resolution. That level of customer service is appreciated and should be recognized.

Unfortunately, my experience with the hotel staff was very different. The discrepancy between my confirmed reservation and the room provided was not resolved, and the explanations provided by the property were inconsistent with both my reservation documentation and the property's own online room listings. The subsequent interaction with the property also did not provide a reasonable path toward resolution.

Everything

Me and my girlfriend were celebrating her birthday, but the celebration was cut short when we realized the hot tub was covered and unusable and the toilet clogged

Location.

Close to where we needed to be

not good not enough variety

Not clean. Sheets were stained yellow

This hotel is very clean and the suite is stayed in was very comfortable and the breakfast was large.

Location great food was good

Location…easy to find from the interstate

Nice area, clean room, nice staff

got in from a long travel day with many unexpected turns and just wanted to rest. The person at the front counter was rather impatient with me and tried telling me how i should have booked the room. Seeing that i wasn’t even supposed to be in this city i was frustrated when he rushed my check in process like i was wasting his time. I did not feel particularly welcome and felt as though I was burdening him.

Hotel was dirty and dingy. It needed a renovation and updating. Probably also had mold issues. Also, the third floor was probably where the owners/ employees lived and reeked of Curry.