Rated 4.0 out of 5 by 267
Rated 2.0 out of 5.0 by mno0624 Good and Bad
Front desk staff was excellent and because of the Gold and Platinum check in line we were able to get right in and get our Platinum benefits. Things went quickly downhill after that. Waterpark had no tables, no towels, and no tubes and that was the reason we went there. So we decided to go to dinner in the restaurant to let things die down in the water park. Even though there were only 5 tables filled and 3 servers, it still took over 15 minutes before our server came to our table. When we returned to the water park after dinner, they were still out of towels. To top it off, we were on the 4th floor and one of the elevators was down all evening so the lines were terrible. Lots of people just grabbed the elevator even if they were going in the wrong direction so there lots of stops where nobody got off. Hotel should have put a staff member in elevator to make things go more smoothly.
January 22, 2015
Rated 5.0 out of 5.0 by Novus Good service and nice place
Staff was very friendly, the suites were nice and about what expected from descriptions. Pool was fun and very good for young children. The adults and kids that went down the big water slides said they were awesome.
January 21, 2015
Rated 4.0 out of 5.0 by Lochnest Fun water park
I loved the atmosphere, there. It was like we were at home, with a fun water park in the back. We had younger children, 4 year olds and the section for them was great.
The water was a bit cold, and didn't see a schedule of the safety breaks. Loved the safety breaks as that way we could get the kids out of the water for lunch. Pizza was terrific too.
January 14, 2015
Rated 3.0 out of 5.0 by djkia OK experience
Not quite as nice as you'd expect for the price. Nice aquatic facility, but the rest of the hotel is average. 4 PM check in time needs to be earlier.
January 9, 2015
Rated 1.0 out of 5.0 by Angela N Horrible customer service
We stayed here once before and had a wonderful time so we decided to come back to celebrate my son's 11th birthday. This time around it was a horrible experience. We arrived at 1:30 and headed for the front desk. We knew we were early for check-in but we travel all the time and whenever we arrive early we always check to see if our room is ready. 100% of the time, no matter what hotel chain, they have always had a room ready. The front desk attendant, Marlo, greeted us and asked what we needed. I told her we were there for check-in. Her response was, "Check-in is at 4PM." That was it, she didn't even ask our name to look and see if our room is ready. We had taken a limo to the hotel and we had pizza in the limo and I had brought the empty boxes in with me to throw away. The next thing she said was, "and you can't bring those pizzas in the water park." What?!? I never asked if I could bring them in, and furthermore they were empty!! I told her we had one of the kid's suites and could she look and see if it was ready? No she told me, there were no clean rooms. That was it, that was all she had to say. She wouldn't even look down at her computer. To stunned to ask anything else, we got out of line and made our way toward the lobby. The check-in line was huge and we didn't want to make a fuss with all the people waiting behind us. So we gathered our kids and decided we would wait in the bar. Bad news. The bar doesn't open until 4. So here we were 8 people sitting in the lobby. After a half an hour of waiting we noticed that everyone else in the check-in line seemed to be getting rooms. I took the kids to get changed in their swimsuits and my husband set off to find a staff member besides the one we had already dealt with. My husband found a wonderful housekeeper who informed him that almost all the rooms were clean and there should be no reason why we couldn't check-in early. So we headed back up to the front desk waited in a very long line and got a different employee who looked up our name and surprise our room had been ready the whole time! We had wasted one hour in the lobby simply because Marlo would not look up our information. But we were set and ready to have fun so we just let it go and then headed to the water park. My son and his friends had a blast! I stayed with my 4 year old and we played in the baby area until he wanted to go to the hot tub because he was so cold. I took him over there and we sat on the side and both put our feet in. There were two other moms with younger kids there as well. Each child had their feet in or were sitting on the steps. Not one of the kids was completely submerged. A lifeguard came over and rudely told each one of us that our kids couldn't be in the hot tub because they were too young. I asked if it was ok if my son only had his feet in. Nope, I was told, we had to go. None of us could believe it. First of all, the last time we were at your hotel all 3 of my kids were under 12 and they all were allowed in the hot tub. Second of all, the temperature of my son's bath water is warmer than the hot tub so there is no valid health reason why younger kids can't use the hot tub with parental supervision. When dinner time arrived we headed to your restaurant and planned to order food to-go rather than bring all the kids to the restaurant. My husband and I with our 4 year old entered the restaurant and we were the only people in the place. The bartender greeted us and asked what we needed. We told him we were going to sit at the bar and order to-go food. Nope, we were told, our son can't sit at the bar. What? There was no one in the place. Was the bartender worried he was going to accidentally serve a 4 year old? Whenever we get to-go food we wait at the bar because restaurants don't want you taking up a table. It is not illegal to have a child sit at the bar with their parents. So rather than argue with another happy staff member we headed across the parking lot to Rockwoods where they were more than happy to take our order and our money while we waited at the bar.
I would like to mention the water park and kid's suite was great and every housekeeper we met was so friendly. But other than that your staff needs some serious work on their customer service skills. We understand if we can't get everything we want. But I don't understand being treated rudely. We felt like we were an inconvenience and not guests. We had planned on returning and doing the same thing for my daughter's birthday in a few months. But we will never return to this hotel again. We will head a little further down 94 to the Holiday Inn in Maple Grove or St Cloud where the staff is amazing and the amenities are just as good. You are also woefully understaffed. The lines for the front desk and the concession stand were ridiculously long. Very disappointing.
January 8, 2015
Rated 5.0 out of 5.0 by Bill and Phyl suite laid out well,
separate sink outside of bath, we got a quiet room away from water park, service was great, kids met us for brunch and loved it all
January 6, 2015
Rated 4.0 out of 5.0 by Angie3334 WATERPARK FOR EVERYONE
We had a Christmas gathering at this hotel with 16 people. We utilized one family suite for the party and social time. The waterpark has something for everyone for our group to enjoy from 15 month olds to 65 year olds! The waterpark has been consistently cold with the air temperatures and water can be chilly in the pools not connected directly to water slide exits. Our kids were shivering at times. Also, hotel rooms are starting to have some wear and tear to them - furniture and carpet is looking dirty and spotted with stains.
January 5, 2015
Rated 4.0 out of 5.0 by Alex146 Comfortable bed and great service
Excellent staff, great location and a wonderful spot for a family get away.
January 5, 2015