InterContinental St. Paul Riverfront by IHG

The location was excellent -- right near St. Paul Union Depot, and the Central station of the light rail. The view from the room over the Mississippi River was great.

Close to the venue and great restaurants and bars close by.

Ate at coffee shop. Fast and easy .

Location

The location was incredibly convenient. I had my reception across the street, and the skyway access made it so convenient that I didn’t have to walk outside. Several other guests attending the event also stayed at the hotel, which made the location even more convenient.

The skyway access was absolutely amazing and made getting to and from the event effortless. The staff was very friendly, helpful, and accommodating. The room was fairly cozy and comfortable. While the hotel is somewhat outdated, it provided everything I needed for my event, and the convenience of the location more than made up for it.

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.