We traveled to this hotel to celebrate our wedding anniversary and to attend an athletic event in the area. This was at least our 4th or 5th time staying at this hotel for the same yearly event and prior to this we have always had a good experience. When we first started staying at this hotel, when it was new, this was a very nice hotel. Because I stay in HIE hotels weekly, I am quite familiar with their standards. While this hotel is clean, it is not nearly up to HIE quality. Beyond that, the customer service is horrible. This hotel is becoming older and more used and has not been kept up well. The exterior is nice. The interior is more cheaply furnished and could use new paint and cleaning. All in all, this would be a fine, somewhat older HIE, but for the customer service.
We arrived and asked for a late checkout. I am a platinum Priority Club member so a late checkout is something I took for granted. We were told to ask the next morning. We had a double queen room but used only one bed. The mattress is getting old and sagged toward the center somewhat, which made it a bit less comfortable to sleep. The bigger problem for me was the refrigerator that kept cycling on and off all night, giving me frequent awakening. By morning I was still exhausted. We had to leave the hotel shortly after 6am for our event. We did have some breakfast and that was great. Breakfast was the usual HIE fare and it was nice that it was ready by 6, as advertised, even on the weekend. Again, I stopped at the front desk to tell them that I'd need a late checkout but was told to talk to the day clerk who came in at 7. Since we were participating in the athletic event and had to leave it wasn't possible to wait to talk with her. I never, ever dreamed I'd be denied a late checkout. I called from the event site to talk with the day clerk. She told I should leave my event - the predominant reason for the 7 hour trip to Chanhassen - to get my things out of my room so as to not check out late. I'd offered to pay extra to stay late or to use some of my numerous Priority points to make up for the late checkout. The day clerk (Brittany) was beyond rude (the other clerks were all very nice). Ultimately I told her we wouldn't be back in time and that there was nothing I could do about it at that point. Ultimately we left our event early and didn't complete it, all due to having to check out early. I spent my time at the event stewing about how to handle things. When we returned there were nearly no cars in the parking lot (likely only the cleaning staff were there!) and it appeared there were MANY rooms left to be cleaned. Apparently leaving our room until last was out of the question.
As we left the hotel I asked for the General Managers name. His is Gary Rubbelke. I called him the day after our departure and had to leave a message. He called back the day after that. At first his tone seemed angry and argumentative. He told me how they have a Hispanic cleaning staff and how they need their time off on a Sunday for church-related activities. Another problem is how these folks already work 7 days/week but don't necessarily work 8 hours/day, so respecting their time off is important. While I completely agreed with his concerns, it seemed that those were not my concerns, as the customer. There were numerous other excuses that followed as to why he could not have accommodated my request. Ultimately he asked what I needed for him to fix things. I should have been prepared for that question. He did agree to refund my money for the night's lodging. That was worth something although he couldn't compensate for an ultimately ruined entire weekend of fun that was spoiled.
Stay elsewhere. Unplug fridge before going to sleep.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
We are sincerely sorry that this guest was not completely satisfied with her stay. We had numerous requests for late check outs that Sunday, but could not grant the requests because we were full that night and had to get the rooms ready for the arriving guests. All other guests, including other Platinum Members, fully understood, as they could empathize with the arriving guests wanting their rooms ready upon arrival. This guest, in fact, was able to check out 1 1/2 hours late, but wanted to check out later than that. Platinum Priority Club Members may receive up to a 2PM late check out if available. The problem for this guest was that a later check out was not available and she assumed it would be. We consistently strive to exceed our guests expectations and refunded this guests entire room rate because we could not satisfy her. We take great pride in our cleanliness, quality and service and regret that we could not please this valued guest.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.