Holiday Inn & Suites St. Cloud by IHG

Do not stay here 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.

Disappointing I live in St Cloud and had made a reservation on 3/9/24 to take my grandson and mom for a relaxing night of swimming and dinner at Holiday Inn-St. Cloud. When we got there at around 6pm and checked into our room there was no heat and no power. My gson weighs 34lbs and I wasn’t about to take him swimming in the pool then take him back to a very cold room, so I requested a refund knowing we would have to find a different hotel to take him swimming, as already promised. The staff member at the front desk-Corey- was polite and understanding and accommodating under very stressful circumstances for him- I witnessed multiple guest complaints to him while I was there for a few minutes. His hands were tied and his maintenance crew was working on the power issue leaving him understaffed for other maintenance complaints. He kept his cool and apologized and appropriately offered a voucher for me and my family to return the next day to enjoy the pools and a relaxing evening. I was impressed with his composure under a great deal of chaos and left to find a different hotel to take my gson to swim. By the time we found a different location it was 8pm and none of us had eaten but we went straight to the pool before my little guy got too tired to enjoy it. We made the best of it. I called the next morning hoping to salvage the opportunity to go to a bigger pool and take my gson to the arcade at Holiday Inn but the manager on duty refused to honor the voucher that Corey had promised my family, stating that Corey should not have offered it to us because the outage was not the hotel’s fault. She was rude and refused to even consider honoring the voucher. I told her that we are local and that we would be repeat business to the hotel and restaurant but she seemed to have zero empathy and acted as though Corey was going to be in trouble for offering the voucher. I told her we would not be back. I believe Corey acted appropriately under the circumstances and held his composure impressively under a very stressful situation- if I were the general manager of that hotel-I would want my staff to behave with class as Corey did when understaffed and juggling multiple guest complaints. In my opinion, this is poor business practice when this other female manger could have chosen to honor her staff members decision rather than chastise him to me and be willing to lose a potential repeat guest by refusing to honor the promised voucher. I did not want to drag my gson around town for an hour looking for a suitable hotel with a pool at 6:30 pm or have to rush to the pool and skip dinner only to end up in a tiny pool and sleeping on a hard mattress after we had a perfectly good hotel reserved- it certainly was not my fault that the power went out after I paid 265.00 for the room- yes-Corey said he gave me a refund which should not charge my card. Super disappointed with how this was handled and would like to be able to take my gson there swimming again but I will not support there business practices.

Nice remodeled hotel, poorly staffed 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.

No room service 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.

Out of control hotel 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.