Arrowwood Resort Hotel and Conference Center - Alexandria, MN

The waterpark was rundown and the pools were in disappointing shape. After the kids went down the slides at our December 21 birthday party, they had rust marks on their swimsuits and scratches from the slides. There was rust throughout the lazy river, a broken kiddie-pool drain stuffed with a pool noodle instead of being repaired, and a tarp over part of the slide stairs. I bought the Birthday Party Waterpark Package and have tried to reach out for a refund, but my emails and voicemails have been ignored. I contacted Dan Klegstad, Director of Operations, and Dustin Dalbey, Senior Sales Manager. Since the 30th I've sent several messages, including another email today, and still haven't heard back. Poor customer service.

We planned a birthday party a couple of weeks ahead, and at first things seemed to be going well. The kids were having fun, but the package was supposed to include pizza, drinks, and ice cream, none of which we received. They told us to order pizza from somewhere else and said we'd be refunded. When we left, they couldn't figure out how to issue the refund and told me to dispute the charge with my bank. After nearly a month and about a dozen calls to the waterpark manager and hotel front desk, neither of whom seemed to know how to handle or communicate about it, I've given up trying to reach them.

The staff were always cordial and helpful, and the room was cleaned regularly and nicely. We just wrapped up our 35-day stay at Arrowwood, as we have for the past ten years, using a King Suite as our July “cabin.” The pool was well maintained, and the grounds stayed neat and tidy. The fireworks were terrific despite a bit of rain causing trouble. We had a wonderful time and will be back next year. Thanks for a great stay.

The manager was never available when I asked to speak with them three times during our stay or called four more times afterward, and never returned my calls. That alone needs to improve if this place wants repeat customers. The rooms were really beat up and dated, and the hotel never told us the waterpark was closed, even at check-in. We came up that winter specifically for it. Absolutely horrible.