I regret having to write this review about our recent Valentine's weekend stay. While this hotel has previously been an excellent family-friendly destination with great amenities and dining options, our most recent experience was unfortunately marred by concerning customer service interactions.
Our issues centered around interactions with an overnight staff member named Erica. There were multiple instances where the service fell well below expectations: first, during a pre-stay call to confirm our Expedia reservation, and later when requesting an extra blanket during our stay. Most troublingly, she hung up on my daughter during one of these interactions. Given the hotel's reputation for family hospitality and our room rate exceeding $250 per night, this level of service was particularly disappointing.
As frequent visitors to the Twin Cities area, we've always appreciated this hotel's family-oriented atmosphere and convenient amenities. However, the unprofessional and dismissive treatment we received has given us pause about future stays. While one staff member doesn't define an entire establishment, customer service is crucial in the hospitality industry.
I would strongly encourage management to address this situation through additional training or other appropriate measures. The area has many family-friendly accommodation options, and we hope this feedback helps maintain the high standards we've previously experienced at this location.
