I have never written a review, but I felt it necessary after the recent stay my family had at Metropolis on 2/1-2/2.
We stayed at Metropolis on 2/1-2/2 for my daughter's birthday. We did not expect any special treatment, in fact I did not even notify the staff that we were there for a special event. We chose Metropolis because it was a convenient location with lots of amenities for a diverse group - my husband and I brought our 3 children (13, 10 and 3) and another 10 year old friend. Our daughter celebrating her birthday has special needs and it appeared that we would be able to find an assortment of activities that she could participate in and enjoy.
The stay started off well enough. Booking was easy and the person at the front desk at check in was very friendly. That was the last positive experience I had.
After checking in, we went to our room and I was disappointed in the cleanliness of the room. I am by no means a germ-ophobe, but this room's appearance genuinely bothered me. There was dust in the less conspicuous places on tables, shelves etc (as if the cleaning staff had not moved things to clean but rather had wiped around things), there was a lot of water spotting on the sink surfaces, and the grossest of all - a dirty washcloth on the floor of the bathroom, under the vanity behind the trash can. It looked like a very sloppy job of house keeping, to say the least. My "mom instincts" and flu aversion kicked in and I started wiping down surfaces so that my kids wouldn't touch something that hadn't been cleaned (I just kicked the washcloth further under the vanity.. that was even too gross for me to handle). Later, I thought about it and resented the fact that a guest should never need to do this cleaning.
Next, we went directly to the Pub for dinner. The restaurant was not busy (several open tables) but the service was exceedingly slow. This was a Friday night, which I would expect to be a busier night for Metropolis, so I was surprised that the restaurant did not appear to be adequately staffed. We were left alone for extended periods of time, our drinks were never refilled, and we had to wait a very long time to get our bill when our meal was complete. As you can imagine, the kids were very anxious to get going to all of the 'fun stuff' at the resort and it was disappointing for dinner to take so long.
Upon completion of our meal, we went to the pool which was SO COLD! It was uncomfortable for everyone and none of our group enjoyed swimming very much because we were shivering. My 3 year old had to be removed from the pool and wrapped in towels repeatedly because his lips were literally turning blue.
We finished swimming for the night and retired to our room. We settled in and were awoken by the fire alarms at 3am. Now, I am actually understanding of this situation... these things happen, and I appreciated the fact that the evacuation was handled swiftly and safely. Once in the lobby, we were quickly advised that it was a false alarm and advised to return to our room, but here's where I have an issue: the fire alarm continued to scream for 45 more minutes. I cannot understand how this was the case after we were advised that there was no danger and we were allowed to return to our room. How is it possible that the alarm could not be disabled/silenced?
When we returned to our room, I went to tuck kids back into their beds and was totally shocked and disgusted to see a large blood stain (approximately 1.5 x 3 inches) on the bottom sheet of my son's bed. The stain was near the foot of the bed and he is small (3 years old) so it was not in an area that he had come into contact with (I hope), but you can imagine how a parent would feel to find this. It was obvious that the sheets had not been washed and I spent the rest of the night thinking about what else might be on the sheets (as if there could be anything grosser than someone else's blood).
In the morning, we stumbled to breakfast, exhausted from an interrupted night of sleep. The breakfast, moved to a different location due to the night's events, was inadequate in every way. There was not nearly enough food or seating for the guests in the hotel. We eventually found a seat but left unsatisfied because the food was not coming fast enough and the lines were extremely long as a result. We watched as the buffet staff spooned food from one tray to another (sloooowwwwwwllly) rather than replace an empty tray with a full one and other examples of inefficient service. I was willing to be understanding given the past night's situation, but it was clear that the staff was not going to do anything to improve the day for a room full of very tired, increasingly disgruntled guests.
We received a note from the manager under our door explaining the nights events and I'll be perfectly honest, I was shocked that there was no offer of some kind of compensation or discount as a way to amend the experience of the night before. The note also stated that he would be in the lobby during checkout to discuss any concerns and I thought it may be a time and place to share our experience - especially the bloody sheets which I am still trying to shake from my mind. At the appointed time, I went to the front desk was completely astounded to find a very large group (30+ adults and their children) checking INTO the hotel at the same time. It was impossible to even enter the lobby due to the jam up, nevermind trying to find a staff person to speak too. I have never, ever seen a hotel allow a large group to check in at the same time as check out. We left the keys in the room and left.
I wish I could say this is just an unfortunate set of circumstances but it is hard for me to believe that we were just that unlucky. If any one of these things (minus the dirty sheets) had happened, I would consider it an anomaly and figure that 'these things just happen', but the series of mishaps tells me that we were more than unlucky. I am writing simply because I believe this is beyond what I consider 'just a bad day'. We paid what I consider to be a lot of money for what turned out to be a truly terrible experience. Additionally, and more importantly, this was supposed to be a fun celebration but we are instead disappointed and disenfranchised and I can never give that experience that we were expecting back to my kids.
- Official Description (provided by the hotel):
- Metropolis Resort, located just 90 miles east of Minneapolis in Eau Claire Wisconsin offers extreme family fun for all ages. Metropolis is the only venue in the Midwest featuring a conference center, hotel, Indoor Water Park, Family entertainment center with a Trampoline Park, Ninja Warrior Courses, indoor go-karts, laser tag and so much more...and it's all under one roof. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Booking.com, Hotels.com, Expedia, Travelocity, Orbitz, Cancelon, Hotwire, TripOnline SA and getaroom.com so you can book your Metropolis Resort reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
- Also Known As:
- Metropolis Hotel Eau Claire