Holiday Inn Express & Suites Hudson I-94 by IHG

Our family and friends stayed here for a night during a soccer tournament in Stillwater, and we had a lot of fun. We swam and played games in the rooms. I think there's a breakfast area with pancakes, eggs, and other options, and the view outside is really nice too.

The stay itself was pleasant: our room was clean and comfortable, the hotel was nice, and the kids enjoyed the small pool. But I left about $140 in new hair and skincare products in the shower by mistake, including two unopened K18 shampoo and conditioner bottles and a large new face wash. I called as soon as I noticed that day and left the manager a message asking for them to be kept for pickup the next morning. My mom returned in under 24 hours, but staff said they couldn't find anything. They knew which housekeeper had cleaned the room, so I wish someone had followed up with that person. It's disappointing this couldn't be sorted out. The products were full and new, and it's hard to believe they were thrown away or just vanished overnight.

The check-in woman was the one bright spot. She welcomed us warmly, remembered us the next day, asked how things had gone, and offered more recommendations. I wish I'd gotten her name; she deserves five stars, a raise, and a bonus. The rest of the stay was frustrating. We picked this place over our usual Hilton properties because it looked nicer, but the experience showed that appearances can mislead. The clean, nicely decorated lobby, pretty views, and solid breakfast were all good. The pool had no towels on our first night, and I let it slide, thinking it had been busy. The next day there were still no towels despite very few guests, so it seemed like more than a one-off. That night, after the kids were asleep, police arrived across the hall for what was clearly a loud domestic disturbance. It woke my toddler, who cried and struggled to settle for hours, and we heard more commotion later. Staff never acknowledged it, checked in, or showed concern. Then at breakfast the next morning, while I was trying to manage my overstimulated, overtired autistic toddler, a staff member told me to quiet him. Only one other table was occupied, and that couple had already said they understood because they have an autistic grandson. The comment felt dismissive and unnecessary, especially given what had upset him. The property has potential, but most of the staff showed little attentiveness or empathy. I would have given two stars, but that woman at check-in brought it up to three.

I booked two nights using Chase reward points, which should have covered the full stay, but the hotel charged me anyway. Chase Travel told me the hotel wouldn't provide an itemized receipt and didn't answer their calls or emails. Sending a proper receipt and responding to inquiries shouldn't be hard.