We had a major problem with Hotels.com, but the Grandstay Residential Suites was excellent.
We have stayed here three times and always had great customer service, a nice breakfast, and have really enjoyed the suites for traveling with young kids (bedrooms with real doors, not just a low dividing wall, and the kitchenette stocked with cookware & dishware).
However, when we arrived, the hotel had no record of us having changed our dates of arrival, even though hotels.com had sent me a confirmation email of the changes that I had made. This is not the first time (involving different hotels in different cities) that we have had issues that were hotels.com's fault, not the local hotel's. We will continue to stay at the Grandstay every time we're in Eau Claire, but we will book directly with the hotel.