Hyatt Place Minneapolis/Downtown — Attraction in Minneapolis

No stars to give on customer service.

I’m not comfortable with my family and baby staying with bed bugs

I have stayed at other Hyatt locations and enjoyed them, but this Hyatt Place is a completely different story. I booked through Priceline, which labeled this hotel as “good.” Nowhere in the listing was there a single warning about bedbugs.

Within 30 minutes of booking, I looked up the address on Google and was horrified to see multiple reviews from just the past week describing bedbug infestations on the third floor. My heart sank thinking about my baby sleeping in that room. I called immediately to cancel, but the hotel refused, claiming it was because I booked through Priceline. Priceline’s listing had no mention of the issue, yet I’m supposed to bring my family into a potentially infested room?

When I contacted the hotel, they admitted there had been bedbugs and said the health department came in to do a review and they believe the issue is resolved. Instead of simply canceling my reservation before I escalated to writing this review, they chose to push back and insist that my family and I stay there. That is not customer service, that is not businesslike, and that is not understanding of the seriousness of their issues. Regardless if there are still bedbugs or not, as a consumer and a concerned guest, they should have treated this situation differently.

The fact remains: people are posting about bedbugs days ago. That is not my idea of a safe or trustworthy stay. I did not pay over $1,200 to spend the night with unwanted “guests.”

If you value your family’s comfort and safety, think twice before booking here. The way they handle concerned guests, especially under these circumstances, is unacceptable.

P.S. Did I mention I’m still waiting for a call back and haven’t received one?

Update! AGAIN STILL WAITING! The Hyatt Place has still not addressed or resolved my issue in any meaningful way despite their generic reply to my original Google review. I have personally written an email to the General Manager, Marco Torres, and have received no reply. I have called multiple times throughout the week trying to get in touch, and on one call I spoke with a front desk staff member named Lemmon, who told me they would contact me about the issue. Instead, they blamed me for not calling earlier in the day to “hunt down” the managers before they left, as if it were my responsibility to track their schedules.

The fact is, I have called countless times and have been met with no genuine effort to resolve my concern. The response posted on Google is meaningless to me because nothing has been done. I have even looked into other channels to confirm my claims and seek assistance. I will continue to press this matter until it is handled appropriately.

The Hyatt Place has still not refunded me for a stay that never took place. I have been in contact with the state and have documented proof of all my claims, which I am willing to share. To add insult to injury, when I called today and spoke with Lemmon again, he ended the conversation by hanging up on me — as abruptly as if slamming the phone down. This level of unprofessionalism is unacceptable.

What could have been a simple fix has been turned into an exhausting and frustrating ordeal. My experience makes it clear that this Hyatt Place is not here to assist or resolve...

Overall, I’d give the hotel a 4/5. There were a few things that we realized that worked better for our family (like having a kitchen area, microwave, full fridge). But, the hotel itself isn’t all that bad.

Some positives…

The room sizes. We stayed in the 2-bedroom suite. Both rooms had great lighting (due to the large windows) and were quite large. At times, I felt like the rooms were missing something (maybe a desk), but overall, the suite was quite spacious.

The breakfast was adequate. During our stay, we were offered eggs (both scrambled and hard boiled), fresh fruit (pineapple, cantaloupe, honey dew, apples, bananas), sliced ham, bacon bits, various cereals, yogurt & granola, breads/muffins… The sausage may have been of the “Brown ‘N Serve” variety, but the other options made up for this.

The pool was a decent size and had some sorta’ privacy decal on it – which, was a nice touch.

Things you should know…

The building that houses the hotel has about 20 floors. Floor 2 is the skywalk, and I think floors 3-7 are residential residences. The hotel appears to be from floor 8 (or ‘H’… it’s also the Lobby) to floor 16 (?). After that, there appears to be additional residential floors above it.

Parking - When you first enter the building driveway, there’s 2 lanes. The lane on the left is for the hotel and the one on the right is for the residents. We found this out after we chosen the wrong path…

There’s a convenience store on the 1st floor. It’s a bit expensive, but it’s there if you don’t want to leave the hotel.

Back to the parking… I’ve read some complaints about the parking garage being really narrow. I thought this was an odd statement to make, but now I see why… That garage is NARROW! Especially when you exit the hotel. Imagine driving down a tunnel that’s just slightly larger than the vehicle. Any veering to the left or right, and you’re scraping the sides of your vehicle. That’s literally the case when you leave the hotel.

There were a few minor things that other individuals have stated that I can agree with – there were a few stains on the carpet…. A few of the bathroom fixtures (faucet handles, toilet paper holder) that needed a lil’ attention. Also – there’s no microwave. You’d be amazed at how inconvenient this is, when you have something leftover to eat and you want to reheat it quickly. There’s a microwave in the main eating area, but you have to leave your room and travel several floors down to warm up something. I didn’t mind the journey, as the hotel was nice. But, it seemed odd to not have a microwave in the room.

Again, overall, the hotel wasn’t bad. If you can get past the parking, it’s not a bad...

I was very hopeful about staying at this hotel after reading other reviews and seeing the list of amenities and businesses listed within walking distance via the skyway (a prime booking reason during below zero temps), but unfortunately we had a worse experience than if we would've stayed at a bargain rate hotel. Upon checking in, we were informed that there was a "system outage" so we would have to check in manually. That was fine and an unavoidable symptom of technology. However, we weren't told how much this "system" seemed to control at the hotel. After our check-in process, we went to the room to find a restaurant we could go to via the skyway. Unfortunately, we soon discovered that every business and restaurant that was within walking distance via the skyway was closed on the weekends and didn't open again until Monday. This would've been nice to have listed as a caveat under the listed amenities. We decided we would just eat at the hotel restaurant then. But nope, because of the "system outage" the restaurant was inoperable. Since our parking couldn't be registered because of the system outage, we couldn't leave the parking ramp without being double charged. So essentially stranded and now starving we ended up having to Doordash in food. We figured we could at least spend the evening relaxing in the hot tub while the kids played in the pool. We arrived at the pool area to find that our key card wouldn't work and were told by multiple other guests (after someone let us in) that they were having the same issue. We attempted to turn on the jets in the hot tub, but found that neither hot tub jets worked. Upon entering, we noticed that the hot tub felt more like a lukewarm bath. So there we sat, in lukewarm still water, and realized that there were no towels in the pool area and no phone in the pool area to reach the front desk to ask for more. After leaving the pool area, we came back to the room to rinse off our sad attempt at relaxation in the hot tub only to discover that no matter how long we ran the hot water in the room, the best shower we could get was slightly above ice cold. Our final attempt at trying to get comfy was to call the front desk for extra pillows and blankets. Alas, the front desk was unreachable via phone due to the system outage. We gave up, watched a movie, slept terribly, and promptly checked out in the morning with self-assurance that we would...