Struggling hotel with very poor or untrained staff. The new GM has no obvious customer service skills or professionalism whos only line is "We are under new management, things have changed". Staff unable to make reservations over phone due to lack of training. Called 4 times to book a 3 night stay, first call no answer, second the guy could not get the computer to work, the third he said he could not log in but to come in they had vacancy. At desk check in I was informed my BW Account would not qualify for current promo 2 night get 1 and I would not get points , booked 3 nights and they carged my CC. Prepaid the 3 nights and a deposit. On our check out day I called down to the front desk to extend our stay due to a medical situation. The man on phone then told me he did not know if we were alowed to stay another night and he would need to call us back. About 30 min later the phone rings and the front desk worker demands we come down with another CC. We asked him to use the card on file as we have always done any extension that way previously. He said no I needed to come down to the desk to slide my new card or check out. When arriving at the front desk I was greated by a very young man in street clothes, I asked to speak to the manager and the rude man who I had been speaking to was him the GM. He said it was his first day and they were under new managment and if I did not like it to check out. Not being able to physically travel I had very little options but to comply to his request. He was completely unwilling to bill it to the CC on file regardless of its credit limit or it being my business CC. His demand of an addition credit card when extending our stay by a night due to my illness left me feeling like a criminal accused of stealing my own Easter Vacation with my family. About the property Beautiful rooms newly remodeled and 7.5 out of 10 clean. Facilities are broken and/or worn down, elevator is wonky and stalls, the hot tub is ice cold or boiling hot, the pool is freezing cold, and the towels are missing and piled high in the dirty bin. The basement is filthy with stuff stacked all over the hall ways. Guest washer and dryer are usable, cheap, but from the 80's when the hotel was originally built. The laundry room was filthy and garbage overflowing all over the room. Breakfast is a joke, waterdowned juice, stale breads, generic fake spreds, poor produce and no fruit, very few items, cold egg patties, dry decimated beacon, and what may have been fried potatos were all cold and gross, coffee empty , no hot water, no milk. Not a value just words, skip it go through a drive through. I have stayed at this hotel 5 times all multiple night stays due to its convenience to the business I have in the city totally 14 nights and ibalways have my kids and husband in tow. We are very understanding and patient people but we will NEVER EVER STAY AT THIS HOTEL AGAIN! GIVEN THE COMPETITION IN THE LOCAL MARKET CHOOSE ANOTHER HOTEL.