I am a Club Carlson member and used my points to book a one night stay for my brother's 30th birthday. (28,000 points) I called the hotel twice to confirm that he was booked to a whirlpool suite - he was paying the room upgrade fee of $40 for the night. I was told by Ashley the front desk supervisor that he was for sure booked to whirlpool suite. When my brother arrived for his reservation they were sold out and he was told that there were no whirlpool suites available. The closest hotel that they were able to find that had a whirlpool suite available was in ELK RIVER! When I called and spoke with Ashley she informed me that her general manager overbooked them a whirlpool suite or that someone extended their stay and that is why there was no more suites left for my brother. Furthermore - they didn't even take care of his stay at the other Country Inn and Suites.
The worst part. I called the following Monday to discuss the situation with the general manager (Carl) and all he kept telling me was that because I was a Carlson hotel employee that somehow that is why I no longer had the whirlpool suite for my brother. (And he kept saying that the upgrade is based on availability and it was no longer available - which makes no sense because the room was already guaranteed to be a whirlpool suite according to Ashley.) So they bump my reservation because I'm an employee? Even though I was paying the same amount of Club Carlson points that any other member would have to pay? I asked him to refund me my 23,000 points that were used for my brother's stay in Elk River and he denied it, but offered me to stay with them a different time in one of their best suites. I rejected that offer. I don't want to stay at their hotel nor do I ever plan to. If this is how they take care of their rewards members by sending them to a hotel far away when THEY were the ones that overbooked a room type and on top of that not pay for it - I never would bring or recommend any business in their direction.
On a good note - the Elk River Country Inn and Suites was great.
- Official Description (provided by the hotel):
- PLEASE NOTICE: IN ORDER TO PROVIDE THE HIGHEST LEVEL OF SERVICE POSSIBLE, THE HOTEL IS UNDERGOING RENOVATIONS THROUGH JULY. WE APPRECIATE YOUR UNDERSTANDING WHILE MAKING THE HOTEL FRESH AND UP TO DATE. ALL WORK DONE IS PERFORMED DURING BUSINESS HOURS MONDAY – FRIDAY AND WITH NONE ON WEEKENDS AND MINIMAL DISRUPTION. Situated in Shoreview, this hotel is within 12 mi (20 km) of National Sports Center, National American University - Roseville, and University of Minnesota-St. Paul. Bunker Beach Water Park and Minnesota State Fairgrounds are also within 12 mi (20 km). Hotel Features This smoke-free hotel features an indoor pool, a 24-hour fitness center, water slide, and a spa tub. Free breakfast, free WiFi in public areas, and free self parking are also provided. Other amenities include a 24-hour business center, coffee/tea in the lobby, and conference rooms. Room Amenities All 83 rooms provide conveniences like refrigerators and microwaves, plus free WiFi and cable TV. Guests will also find coffee makers, irons and ironing boards, free newspapers, and free local calls. ... more less
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