Checked in at 3:00 Friday afternoon was all right but the girl interrupted the check in to answer the phone, another rep had offered to take the call but she took it, putting my check in on hold. The place looked more run down than the last time we stayed (last July). The mattress was like a water bed. We got in after 8 PM so we couldn't change rooms as the place looked full. Didn't sleep much Friday night so I called Hotels.com to cancel Saturday night. The rep at Hotels.com was very helpful in getting my refund. The two ladies at the front desk were also very helpful and polite, suggesting I contact Hotels.com to cancel as the hotel could not cancel this reservation as it had been made online with Hotels.com. I've been going to Milwaukee since 1971 and always stay by the airport. Unfortunately, every year, no matter where we stay, the hotel experience has declined. Last year the Hyatt was great, this year, thanks to the worn mattress, it was not. Also the eggs at breakfast were COLD.