Holiday Inn & Suites St. Cloud by IHG

We had a staycation with my wife, son, daughter-in-law, grandkids, and me. The pool and arcade areas are huge and weren't crowded, and we really enjoyed both. The rooms were nice and well kept. Getting to the building from the highway is a bit of a struggle. Legends, the attached restaurant, has really good food.

We were here overnight for a convention at the hotel. The room was snug, but we weren't in it much, so that was fine. The pool areas were nice, although I noticed some bus tubs set out to catch leaks or condensation. There are lots of arcade games, and the claw machines were the most generous I've ever seen. Our group won over a dozen items. Kids had a big open indoor area to play ball and burn off energy. The staff were pleasant. The lobby coffee shop closes at noon, and there's no free coffee in the lobby.

My family and kids had a wonderful stay. The front desk team welcomed us and checked us in quickly, which set a nice tone. The General Manager and Assistant General Manager were especially great, easy to approach and actively helping guests. The GMA even gave my kids free breakfast coupons, which made them feel special. You could see the leadership encouraging staff to go the extra mile. We had a small toilet issue, but maintenance arrived within seconds of our call and fixed it right away. That quick response put us at ease. We felt comfortable, valued, and well looked after, and look forward to coming back.

We come here pretty often because the kids enjoy it, and the location is close to everything. The rooms are nice, though in some the floorboards are coming up. The main problem is the evening staff never answer the phone. I called repeatedly, including from my cell, and they let it ring until I gave up. The only way to reach anyone is to walk to the front entrance, quite a hike from the suites on this large property. It's annoying and ridiculous. Once we extended our stay, but the person didn't write it on their list. Another time, after extending the room, we asked for housekeeping and they never came. I called, got no answer as usual, and hiked over. I had to ask for cleaning supplies to do it myself and for more towels. That's the only way the room got wiped down and towels replenished. This is ridiculous. We don't have this problem at other hotels, where someone is at the desk or answers at night. It feels lazy, and we're seriously considering going back to the other chain, where staff actually work at night.