InterContinental St. Paul Riverfront by IHG

We rode by Lyft to the State Fair Grandstand Concert. We were assisted in locating the Lyft driver who had parked around the side of the building by the valet assistant.

Clean and secure

This would appear to be an Intercontinental in name only. When I checked in, I asked if it would be possible to have a room with a river view. I was told I had a room with a partial river view. I do not have any view of the river but I do have a great view of the roof of the part of the building next to me. Also my room is freezing although the thermostat appears to be set to 85 and cannot be changed apparently. Came down for dinner and tried to follow the sign for the concierge. I found myself at the front desk and when I asked if the woman who approached me if she was the concierge, she said “no” - she worked at the front desk. When I asked for the concierge, she did not seem to know what I was asking and instead told me the hotel had a bellman. She then gave me a list of restaurants that were supposedly nearby.

I spoke with Priceline. They were willing to approve the cancellation and refund my remaining night because of my family emergency. The only thing they needed was approval from the hotel confirming that you would not charge Priceline for the unused night.

You declined.

So, to be clear, this was not a situation where anyone couldn't issue a refund. Priceline was willing to give up whatever profit or fees it would otherwise have been entitled to. They were willing to make an exception—not because they were legally obligated to, but as an act of goodwill during a genuine family emergency.

All they needed from the hotel was an agreement not to charge them for a room I would not be using.

The room had already been vacated and housekeeping had cleaned it. It could realistically be made available and potentially sold again tonight. Yet the hotel chose to collect payment for the unused night anyway.

That distinction matters.

Companies frequently use phrases such as "we can't" or "we're unable to." But in this case, the accurate statement is: "We could make an exception, but we choose not to."

I understand that the reservation was subject to a cancellation policy. I am not arguing that you were legally required to refund me. That's precisely the point. Compassion and goodwill only mean something when a person or company chooses to do something they are not required to do.

Priceline was willing to do that. Your hotel was not.

So please don't tell me that my satisfaction is your highest priority, or offer me hollow expressions of sympathy about my family emergency. Your actions communicated your priorities much more clearly than those words ever could.

And to Zane, Kim, or whichever manager ultimately made this decision: someday, when you're frustrated by how impersonal, uncaring, or profit-driven the world has become, I hope you remember this interaction.

You were given an opportunity to make a human tragedy slightly easier for someone, at essentially no additional cost beyond surrendering revenue you were contractually entitled to collect.

You chose not to.

You made an already terrible day a little worse simply because you had the contractual right to do so.

That was your choice. Please at least have the integrity to call it what it was.

Very quiet, clean rooms. Very helpful, friendly staff!

We were there for the music festival and the location was perfect. Staff was friendly!

Good Location, Nice size rooms

Location to the event l was attending was the best part

Nothing one of the worst stays in my life

ロケーションが良かった。

The view of the river is beautiful! The hotel is close to lots of things. Walking around this downtown area feels very safe.

Loved it

Hotel is conveniently located near the Grand Casino Arena. You have to use valet parking or walk 3 blocks and pay $25 each time. If you need a luggage cart you have to wait for the bell hop and you don’t stay with your luggage. The bellhop has a private elevator. There’s a quasi-fridge in our room. No microwave. Hotel seems clean but definitely has lots of wear and tear. Overall not impressed other than the location. Will only stay here again if I had to visit the arena again. But would definitely seek out other hotels first.

I liked that the location was extremely close to the venue I was visiting.

I am not sure that reviews actually lead to change in hotel practices. But I think it important that managers have some sense of what travelers experience in their hotels. I can say one positive thing about the IHSP: the bed was quite comfortable and the pillows perfect: supportive as well as flexible. Though I increased the room temp to 79 (!), I continued to experience cool to cold air coming through the vent directly facing the bed. In order to read, I needed to get under the bedcovers fully clothed. The telephone did not work. I had to call the hotel with my cellphone and, then, when automatically connected to the front desk, the VM said: "The VM is full and cannot receive any more messages." There was no way to contact the front desk. What would one do in an emergency? Someone convinced the hotel that nothing more than a foot length glass partition was needed in the shower causing much water to spray on to the bathroom floor, soaking the the bathmat and spreading throughout the bathroom floor. Let me note that I am a minimalist shower-taker: not someone who sprays water all over the place. I needed to use a second bathmat and a towel to soak up the water so that I would not slip on the bathroom floor. No hooks in the bathroom on which to hang one's clothing or bathrobe. They had been removed. The bathroom door handle was loose and had to be used carefully. Given the price I paid for a one night stay, I was surprised by the shoddiness of the room, the inability to use the hotel telephone, and a room temperature that was super chilled. Not staying here again.