I give the University of Iowa Main Library 5 stars for its facilities, but only 3 stars for professionalism and service.
The main library has a good collection of materials. The study rooms are spacious and usually well-equipped. Tables, chairs, whiteboards and pens are available. A convenience shop is also available; the food is of course not restaurant quality, but it makes one's life easier when one forgets to eat a proper breakfast. The computers are great, available on every floor and often come with an extra monitor. Most of the employees are friendly and helpful.
I hate writing about the negative aspects of the library probably as much as its employees hate to read about these aspects. In all fairness most of the employees are very nice and pleasant. There is only one particular lady who is usually a bit snippy, but I suppose I must have run into her on her bad days.
I have two main complaints about the service: 1) I work for the Statistics Tutor Lab, and the lab's director leaves the sign-in clipboard with the library front desk. The staff at the front desk often has trouble finding the clipboard when I come to pick it up. Sometimes the clipboard was lost. Sometimes it was kept in a place unknown to the staff member to whom I talked. Sometimes the staff member didn't know such a clipboard existed.
2) Several books were once checked out under my name, even though I didn't borrow them. When I called the library about the issue, I received frosty questions about the truthfulness of my statements that might have been accompanied by incredulous stares at the other side of the phone line. I emailed them after that, thanking them profusely for looking into the issue for me. I was kept waiting for a week, then was informed that the books were returned. I thanked God that the borrower didn't just grab the books and run, and emailed the library once more to thank them for their effort, this time ever more profusely than the last. They never sent me an apology for the inconvenience, never even acknowledged that there might have been a chance of things going wrong on their end, such as a computer issue, or a poorly trained student assistant made a mistake with checking the books out. I understand that there was a conflict of interests, but is something friendly a long the line of "We are sorry to hear about the issue. As you probably understand, there is a conflict of interests in this situation, but we'll do our best to resolve the issue. Please give us a few days to investigate further, and thank you for your patience." so hard to say? Please remember that kindness can make one's day, whereas inconsiderateness can ruin it.