Stoney Creek Hotel Des Moines - Johnston - Johnston, Iowa

Joe S.

Watch your statement! I rented a room for my wife while she was traveling and as a surprise added the champagne package to the check in option. 1 they never actually delivered it and when I checked my credit card it shows that they did indeed charge me, but instead of the $30 package for the champagne they charged $50! Then on top of that they billed an additional over $60 on what is on my bill. I sent 2 messages to the front desk asking to make it right and no reply.

Ananda L.

I want to preface this by saying that we've stayed at Stoney Creek dozens of times, as we do local stay-cations. In addition, my daughter had her Sweet 16 bday party there bc her best friend's mother (Dogic) was a long time housekeeper there so we have had many positive interactions with staff and service.

Little did we know that our negative customer service started the moment we checked in.
My husband checked us in for 2 nights after police suggested a protective custody stay. My husband informed the evening shift clerk that we had a service dog and didn't ask for our handler ID card. We got settled into our room after a long, traumatic day.
That evening we used the hot tub to de-stress from the day but a few days later, both my husband and I had acquired hot tub folliculitis.

The next morning, my husband was having issues with his key card and went down to the front desk to get another key. The female front desk person says the key card machine wasn't working and didn't offer any suggestions. My husband gets irritated bc we have an appt with police and now we're locked out of out of our room, which had essential work equipment, keys to our vehicle and my glucometer. A dispute transpires over the correct spelling of her name and he takes his phone out to take a picture of her name tag. She verbally states her name but keeps her name tag covered. Ironically, the room card machine starts working again during this encounter.

After 10 minutes, we all leave to meet up with police but before we leave through the main entrance, the same clerk yells to my husband, as he's walking down the stairs, 'I added the pet fee to your account'. Come again? He informed her that the account should be notated and it's illegal to charge a pet fee on a service animal. This interaction made it feel like a targeted vendetta, based on their previous interaction 10 min prior. This clearly could have been handled more professionally by asking questions vs assuming, as the night shift clerk should have notated the account at check in.

My husband leaves the general manager a voicemail within a couple of hours after the interaction to receive a phone call hours later to discuss the incident. The GM denies any wrong doing of his staff and provides no resolution, other than, 'I'm sorry you feel that way. My hired her and she wouldn't do that'.

You wonder why the hotel has dozens of negative reviews? It starts when you walk in the door by notating details of the reservation, conflict resolution skills, proper pool sanitation and safety. You never know what someone is going through so be gentle and kind and not make your guests stay a little more easy and a lot less hard.

Barb

Positive: Location. Negative: So disappointed. Halls littered and dirty. Pool area was filthy with garbage and dirty towels. Pool filters did not appear to be working. Children, including a toddler in diapers, all in the hot tub. No product in any of three shower dispensers.

jonalyn M.

We rented a room for a birthday party. The pool area is great and perfect for a bunch of 10 year olds. The room we rented was suppose to be a nice suite room. After getting the room number and keys from the front desk they sent us on our way but forgot to tell us the rooms were in a seperate building. So we wasted 10 minutes walking all over the hotel with luggage. When we got to the room - it clearly hasn't been updated or maintained. The ceiling is heavily water damaged, the bathrooms had broken tile on the floors in the shower and along the walls. There was missing grout and mold. It was a very strange golf theme. The separate building was nice as it was quite but it really needs some upkeep.

Thomas H.

Stayed at this hotel for our wedding anniversary and get away from our 6 children for a few days. Definitely not like it was 15 years ago. The carpet is absolutely disgusting and needs replaced, most of the ceilings have serious water damage, just about every fixture was broken in the room. The pillows had yellow stains on them. There was a hole in the floor covered by carpet. You can hear every little step being made above you, even worse when they have kids running and jumping off the beds in the rooms above yours. Adult swim is supposed to be from 10-11pm and when we went down 3 different times during that hour it was still full of children and teenagers splashing and screaming. I suppose it’s a great place if you have kids because you don’t have to worry about anything breaking or being loud. Would definitely not suggest if you’re looking for a few days of quiet with your sweetheart.

Sheri P.

Awesome Staff! The guest services rep at the front desk was so welcoming! The room was clean, and the bed was comfortable. However, the hotel needs some maintenance. The hottub only had 2 jets working, the hall carpet needs repair, and there were knobs missing on the dresser. I would stay there again. As we left, the staff wished us safe travels. I love how nice the staff was!

23thekidz

So my girl and I decided to check a room out for valentine days to get away for a day. The staff were nice to us and showed us our room. Coming from the looks of it it seemed okay. What we noticed that was very disgusting was the fact that there was already used toilet paper with some body else's bodily fluids on the toilet paper when prior of use before us. We also discovered black mold through out the bathroom.

M. R. G.

I had heard great things about Stoney Creek Hotels from family members. We finally had an opportunity to stay at one in Des Moines, Iowa. Sadly, I was not impressed. We stood waiting at the front desk as it was not attended when we arrived. A woman pushing a luggage cart into the hotel looked at us, but said nothing. She went behind the front desk towards a bar in the hotel and motioned her hand to let the front desk person know that there was someone waiting at the desk. Instead, the woman who was pushing a luggage cart and saw us waiting could have kindly said “someone will be right with you.”
We were disappointed by the cleanliness of the room, the washcloths were dirty, the toilet and tub had strands of hair on and in them, there was a pile of nail (finger or toenail) clippings at the side of the bed that missed being vacuumed.
When I went to the front desk to inform them that the washcloths were dirty and the tub was unclean, they kindly offered to move us to a new room.
After we returned from getting the remainder of our bags, we were given new keys. The new room sadly had the same problems and there were white milky stains on the night stand and desk. The milky stains came off when I wiped them, which clearly says the room was not adequately cleaned. I had to remove all hair from the tub. Ugh…. A paying customer is expecting a clean room and should never have to clean their own!!! It was late and we were exhausted… and not willing to switch rooms again. Knowing we had issues with the first room, the new room should have been looked at before giving us the keys. I have cleaned hotel rooms and worked in hospitality. It was disappointing, this hotel did not meet minimum standards. And after reading all of the reviews and about how the hotel manager (Leo) took great care of this hotel, we had higher expectations… but they were not met.