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I’m writing to express our disappointment regarding our recent stay at Double Tree by Hilton, Austin MN- particularly concerning the unexpected closure of the pool and hot tub during our visit. We specifically chose your hotel for its pool amenities, as we are in town for a youth travel baseball tournament and planned for both the kids and parents to enjoy some relaxation during our downtime. Unfortunately, the pool was closed yesterday without prior notice. We were told it was due to issues with “the baseball team players,” but no specific information was provided, and none of the parents were notified. We were assured the pool would reopen this morning, but upon checking, we found the hot tub is now also closed for maintenance. My husband and I had hoped to use it, as this was part of our decision to book with your property. Given that one of the main reasons for our stay was to use the pool and hot tub, we feel it’s reasonable to request a refund or partial reimbursement for the inconvenience. We hope you understand the importance of clear communication and guest expectations, and we appreciate your attention to this matter. Please let us know how you plan to address this.

Ally was at the front desk when I checked in. My brother and his wife checked in just ahead of me. Ally was super friendly and welcoming to both my brother and myself upon check in. She made sure we got our warm cookies and she was fun to work with.

The room was fine. You have to ask for room service. The picture of the room that I reserved had a Keurig in it, so I brought some extra pods. There was no Keurig in the room and the coffee they had in the room was pretty bad. There is no free coffee in the lobby either.

Great customer service Very friendly and constantly keeping pool area clean and straightend out. Always making sure guests are good.

I had to wait 30mins for my room to be ready, (tried checking in at 3pm), but definitely worth the wait! Rooms are beautiful, swimming was great, bed are super comfortable and the shower actually had hot water!