Holiday Inn & Suites ST. Cloud

I recently stayed at the Holiday Inn, and I want to express my gratitude for the exceptional service I received. We were traveling for a funeral, and I wasn’t in the best of spirits. When I couldn’t figure out the heater in my room, I called the front desk, and they promptly sent a maintenance guy up. Even though I checked in late and he was likely about to head home for the night, he took his time to explain everything to me without making me feel uncomfortable or rushed. He even made me laugh, which I desperately needed at that moment. I didn’t get his name, but his kindness and humor really made a difference in what was otherwise a somber trip. I followed his suggestion and spent a relaxing evening by the firepit, enjoying live music and the surprisingly good food at Legends, the hotel’s bar. I just want to say thank you, Mr. Maintenance Man—you truly brightened my night! P.S. This place is huge! Lots of activities for families, especially if you have little ones. Thanks again, Rosey

Upon walking through the front door, we were cheerfully greeted by Corey on the front desk. He had very pleasant energy through check in and every time we came to the desk to ask a question. Our room was clean and spacious but the lack of bathroom fan made for a very steamed mirror after showering. It was disappointing in the morning to only have 1 coffee cup in a room with 2 queen sized beds. We didn't have the opportunity to utilize the gym & pools due to time constraints but both looked well maintained. The event staff were attentive and accommodating to our functions needs. The luncheon buffet of salad, baked potato, Chile, soup and gluten free rolls provided for our lunch, was very flavourful.

Very poor customer service. If you want to speak to the general manager Gena, good luck. We had a fraudulent charge and have attempted to speak to Gena 5 times this week regarding this to no luck. We have tried calling at all different times during the day. Her voice mail is full. There is a male front desk worker who has been very nice and helpful and had left notes for Gena to call us. Jennifer (another front desk person) is absolutely awful to speak with. She has no customer service skills. We have been told there are no managers available to speak to when asking to speak to any manager. Do not stay here unless you want to have your money stolen from you, treated like crap from some employees, and avoided by the general manager. To top everything off, it's been 3 weeks and they still have not refunded our $150 incidental charge hold. Nothing was broken in our room and the hotel staff have told us that the hold would be released immediately... instead they put the $150 incidental charge in a merge with the price for the room.

The positives: Newly remodeled. Contemporary furnishings. Room was clean and fresh, comfy bed, linens, pillows. The Legends bar/restaurant attached had decent food and good selection of beer/cocktails. The negatives: Front desk staff was totally disorganized. Unfriendly. Couldn’t direct us to the right hallway for our room that happened to be on ground floor. No recognition for being an IHG Diamond Elite member. I had to ask directly for what they offered for diamond elite status, two of the front desk staff both said “I have no idea what you are talking about” so I asked for the breakfast coupons. Of which I was provided a card for only one breakfast (should have been for 2) needless to say we just didn’t bother with breakfast the next morning was not worth having to ask again for same unacceptable response from uneducated front desk staff. Poor experience. Seems all IHG properties are really having issues with front desk staff recognizing their Diamond Elite members. Maybe it’s time to move on to another brand.

The hotel is very nice and clean. Employees are super nice and professional. The reason for 2 stars; no room service which is huge for me. No in room info guides such as TV stations, restaurant menu or map of hotel. I was told I could go down to the lounge and order to go food but no TV guides available since COVID. Hmmm that’s a done deal. Anyhow I wouldn’t choose to stay here simply due to no room service.

Terrible experience. My family rented two rooms to have a mini vacation. Pool was not heated, ice cold actually. Guests were playing loud (inappropriate) music via a speaker in the pool area. An RC boat was being used in the kids pool (it hit my son in the face) and nothing was done about it. I was punched in the face after an altercation about the RC boat and then my family was asked to leave the premises. As a platinum member of IGH I have never been so disrespected from hotel staff and security. Above all they are telling me they don’t have cameras in their pool area. We will never stay here again.

Find another hotel. It’s basically an old super 8 with a roof over the top of it. Rooms have no windows. Just one door to a new renovated hallway and a door to the old hotel balcony. Housekeeping wasn’t done, I had to call every single day and argue with staff just to get fresh towels and trash emptied, but the front desk wanted to keep saying that housekeeping had already left for the day (I called at 8:30am, again at 12:00pm, and then again at 8pm)- still nothing was done. In additional to basic hotel functioning, my son was punched in the face by a 13 year old boy (my son is 8) staying there over a video game. We had 3 witnesses to the event and the kid admitted to it. Instead of properly handling it, management and security allowed this family to stay in the hotel citing there was “nothing they could do once it was a minor vs minor situation.” A police report was filed. In addition to all of that it was a complete free for all in terms of people running the halls at all hours, knocking on doors, ice being thrown at guests, and one morning we woke up to at least 20 crumbled up cookies in our hallway that had been thrown at guest doors during the night. Staff has absolutely no control over this place.

We did not have the best experience at this hotel. We were unable to get into our hotel room until 6:00 pm...we checked in at 5:00 pm, which to me is unacceptable. We finally received our room key/number and opened the door to find someone else's personal items in the room. This has never happened to us before. They relocated us across the hotel, which is not an easy task with two kids, hockey gear, cooler, and suitcases. It was difficult to find the closest elevators as well. It was also difficult to talk to the front desk about this issue because they had a line of people they were dealing with. We were very disappointed with our stay at this hotel.

My family and I visited this Holiday Inn and Suites for a weekend getaway. For the past ten years we had been going to the Holiday Inn in Otsego, but they changed ownership and were no longer an IHG hotel. Being a Platinum IHG cardholder, I was hoping to find an IHG hotel that could match the fun my kids had at the Otsego location, which had a waterpark and funzone. Fortunately we found our new go-to on the first try! Even before we checked in, my correspondence with the hotel was professional and helpful. Once there, every need we had was met (and then some!) AnneMarie was clearly a stand out in her willingness to assist in any situation and her recognition of my Platinum status. She is a great asset to the team of this Holiday Inn and should be commended accordingly. It’s staff like her, who keep me loyal to IHG. The kids activities will keep us coming back to this location. Basketball, pool, air hockey, volleyball, arcade, multiple pools and hot tubs kept the kids busy all weekend. My only suggestions regarding this location would be the addition of fresh fruit to the breakfast buffet and more frequent cleaning of the pool area.