Baymont by Wyndham Proctor

This was a frightening and upsetting stay for our girls and their parents. Seven squad cars showed up, and my daughter was sobbing and scared even to flush the toilet because she thought we'd be kicked out. Our hockey association had two 10-year-old girls' teams here for a tournament, and from the moment we arrived, we didn't feel welcome. It seemed like staff were looking for a reason to remove us and gave us rules that other guests didn't have. We followed the curfew. When we were told to leave the common area, we did so without arguing, even though our reservation covered it and it wasn't curfew yet. Then police were called. They seemed confused about why they were there, and after talking with the GM, agreed we could stay in our rooms but not leave them. This was all before 10 PM, the curfew time. Our team manager was told by Michelle, the general manager, that the whole team would get a full refund. I still haven't received mine, and neither have four other families out of our 12. I've tried to reach Michelle for three weeks, but keep hearing she's in a meeting, unavailable, or couldn't come in because of a storm. One family heard from the front desk that the hotel had decided to refund some families but not others. That's not okay. If someone promises something, they should honor it. For three weeks I've been sent back and forth. Hotel staff say Michelle isn't there and tell me to call corporate; corporate says the hotel has to reimburse us and sends me back to them. Please call us back, Michelle, and provide the refund you promised. We've waited long enough. I would give zero stars if I could, and I'll be contacting the BBB. This is my second review because the first one somehow disappeared from Google.

The police response on Saturday night frightened many of the children and badly affected what should have been a positive team weekend. We had returned from games and activities outside the hotel, then gathered briefly in our reserved meeting room to prepare a team meal. Within about 30 minutes, staff called law enforcement without first speaking to us or raising any concerns. Several officers came. They said a mass eviction wasn't warranted, but staff deactivated room keys, so guests couldn't get back in if they left their rooms. We were also refused cleaning supplies when we asked, then later told the meeting room had been left dirty. There were other serious issues during our stay at Baymont by Wyndham Duluth/Spirit Mountain for a youth hockey tournament. At check-in, our group had to sign a waiver because the hotel said it had prior problems with hockey teams. Staff interactions felt tense after that. Our room wasn't clean: there was trash under the bathroom sink, hair on the bedding and in the shower, and a clogged sink. Other families had similar complaints, and common areas looked unclean too. On Friday, children ages 10-11 and their families used the pool and reserved meeting room, and we followed the posted 10:00 p.m. closing time. Later, a staff member came into a guest room without knocking or giving notice to tell parents and kids to go to bed. That alarmed families, especially with children there. Through the weekend, families followed instructions and tried to calm things down. The hotel needs better cleaning, clearer staff communication, and better ways to handle families and youth groups.

The worst part was how unsafe and humiliated families felt while supporting their kids. We were there with around 30 families for a youth hockey tournament, and this was the worst hotel stay we've had in years of youth sports travel. Policies felt extreme: adults had to be in their rooms by 10:30 PM and couldn't use the lobby or common areas. Staff were rude and condescending, and seemed to watch families on security cameras instead of offering hospitality. On Friday around 11:30 PM, staff used a master key to enter a parent's room without warning. That was a serious privacy and safety violation, and a police report was filed the next day. I can't imagine if it had happened to one of our daughters. Another family had been approved to bring their dog, but was suddenly made to leave with police there just before their child's game. Their young daughters were traumatized. On Saturday, we were quietly feeding the kids in a meeting room we had reserved, within the stated quiet hours, when staff called police again and falsely claimed we'd broken the contract. Six officers arrived and escalated an already unnecessary situation. Staff also deactivated room keys without warning. I'm sure it was to see whether families left their rooms after the new 9 PM curfew was handed out. The hotel created an atmosphere of fear and intimidation. Youth teams should be welcomed, not surveilled, threatened, or traumatized. We'll never stay here again. There's much more I can't fit in this review.

The police involvement left our children distressed and confused. We were two hours from home, in the middle of a tournament, and had done nothing wrong, yet officers were called instead of a manager contacting us as we'd requested. They told us to leave immediately. Later that day, police were called again while the kids were eating together at a taco bar in a reserved meeting space. There had been no warning, and even the officers thought the situation was unreasonable. We had called before arriving to ask about the pet policy and were clearly told pets were allowed for Rewards members for a nightly fee. At check-in our small dog was visible, and nobody objected. The next morning, on our way to our child's game, staff suddenly said pets weren't allowed and demanded we leave. They said the employee who'd given us the information was wrong, but we were the ones penalized. We had to switch hotels mid-tournament, pay extra, and were separated from our team. It was frightening for the kids and completely avoidable. A staff policy mistake shouldn't mean guests are treated like criminals. It was humiliating.