Courtyard by Marriott Bloomington by Mall of America — Hotel in Bloomington

I want to address my issues with my most recent stay, and hope that something is done about it, because the hotel staff didn't seem to give a damn about it. We've stayed a few times at this hotel before without issues, unfortunately I can't say that for this stay. I had two requests upon check in , (I made my reservation online) one was for extra foam pillows, never received them, and one was for a towel animal on the bed. The towel animal was to be a surprise for my husband. Upon check in Jacob said, I see this very strange request on your reservation, with my husband standing next to me. Jacob made a huge fuss about it and had no idea what the request meant. Why give the option for special requests if you don't follow though with them? We reserved the romance package . I didn't receive the certificate for the bottle of campaign at check in, so I had to call down for it. When they brought it they just pushed it under the door instead of knocking and handing it to us. We sat and waited for it until finally I got up to go down stairs and get it and seen it on the floor. Very unprofessional and impersonal. Later in the evening I called down to get the Champaign brought up to my room after 5 minutes of being passed around on the phone I finally got to talk to someone at the restaurant who said they'd get it right up. 10 minutes later and they still weren't there. I ended up going down to get it. Why offer room service if it takes that long to get an order to your guest that didn't need to be prepared or cooked? At 1010 pm I called for room service and ordered a pizza, the employee said no longer than half hour it'll be to our room. Over an hour and ten minutes later it was finally delivered. When I placed the order I asked for plates and silverware, which were not delivered with the pizza! I reviewed the bill and there was a $2 delivery charge and a $3.18 gratuidety charge. Nothing in your room service menu says anything about either of these charges. There is a sign at the restaurant that parties of 6 or more will be charged 18% gratuidety, I certainly am not a party of 6. I do not appreciate being charged for things with out being notified of it. Upon check out Jacob asked how our stay was, and I told him and the other employee about the above issues, his response was, "what would you like me to do about it"? I don't believe as a paying customer i should be the one to decide how to make this situation better for a guest. That's not my job, neither employee offered to do anything about these issues or pass it along to someone who could. After getting my receipt I noticed at $28.98 charge from the restaurant on top of the room services charges. I was charged for breakfast that was included in the room charge! I had to go back in and have my bill corrected. As in life, it's the small things that count a long with the details. I am disappointed with the lack of service and professionalism. With so many options to stay within a 5 minute drive to the mall I do not feel this hotel deserved my money and the next time we come to visit we will stay else where, unless this situation...

TLDR; I would absolutely stay again and I’m glad this is the hotel we picked for our trip.

I did a lot of research before booking this trip and ultimately decided on this hotel for the Mall of America packages they offered at a great rate. When I arrived the lady working the front desk was very friendly and knew information about my reservation right away, before putting anything into the computer. She also knew exactly what I needed and got for my room packages. A lot of hotels don’t have any idea differences of online bookings and I was worried I would have to explain it so I was super impressed she was prepared. The next day when I went to get the next part of our package the man working wasn’t normally up there but was friendly and quick in helping me. The room itself was clean and the bed was comfortable. I wish there was a microwave but now see it can be requested, I hadn’t known that at the time. They didn’t have rooms cleaned each day but we quickly got new towels when requested. Our first morning we went to the “restaurant” for breakfast and the lady working was pushy and it felt like she was very controlling. Made us very uncomfortable. I would have been upset if we had paid but thankfully it came with our room. We didn’t go to breakfast the second morning just because of our disappointment with it. The pool was salt water and warm. It was pretty dark in the evening which makes it hard to see when you’re in the pool. There were also about 15 kids unsupervised in the pool when we were there so we only stayed for about 5 minutes. We (especially my toddler) keep talking about how sad we are we didn’t get to enjoy it longer because it was a nice pool. We did call the front desk after we got back to our room and it sounded like they were going to say something to them but don’t know what happened there. The shuttle drivers were friendly and informative. I wish at mall opening/ busy times they could have more shuttles or change the route for quicker trips. We waited over 30 minutes just to get a ride 5 minutes away. But for pickup from the mall we called a bit before and were able to get on right when we arrived to the area. My biggest complaint was I was charged for parking without knowing. They never said they were charging me, I thought since I wasn’t doing underground and they gave me parking passes it was included. I was never told I was being charged so I was super upset to see an additional $40 being charged to my account. Seems sneaky to me. The location was great, not far from everything. Even with the interstate right outside our room the sound wasn’t too loud at all. Overall, we would definitely stay at this hotel again and I’d recommend it to others. The parking especially and some of the other little things were upsetting but didn’t completely ruin our trip. The biggest part of why this hotel was so great was the employees, especially the front desk. They were...

This was the hotel my coworker chose for us and while I could have stayed at a nicer place downtown, I’ve always had good experiences on Marriott’s and I use work trips to earn Bonvoy points so it’s usually worth it. However, the check in was super sterile and impersonal. They didn’t bother to tell me that my room included a free breakfast, or even the times breakfast and other meals were offered. So I bought breakfast from the little hotel store (power bar) all 4 mornings of my stay, and don’t learn that I should have gotten breakfast until I checked out Friday, 5 minutes after breakfast had ended. I also checked my room for information on the restaurant but there was none.

Additionally, I did not need cleaning service every day so I left the “do not disturb” sign on the first morning, but decided I would get cleaning service Wednesday morning only (since my stay was Mon-Fri) so I left the tag off my door that morning. I was confused when it was 3pm and no one had cleaned my room. I found someone in the hall and they said I had to arrange it with the front desk. Maybe I’m mistaken, but isn’t that something they should always mentioned when someone is checking in? All the other Marriott’s I’ve stayed in, in towns that probably took Covid rules more seriously than Minneapolis, they have cleaned rooms daily by default. So that was another part of this stay that wasn’t great.

The 3rd thing that bugged me was that the door plate that the latch hooks into was just hanging loose. I didn’t notice this until I was heading out to dinner my first night. My door had not been closed for the whole time I’d been in my room. I was so tired from travel and had already unpacked so I decided to just deal with making sure it was in place so the door would close/lock but in hindsight I should have asked them to fix it because it was really annoying. I think my room number was 509 but there must have been a work order put in for it by now (my stay was the last week of May 2024).

Finally, when I checked out they couldn’t give me a receipt for the stay because they said it was on “Expedia.” I don’t even use Expedia to book my own trips. I only use it to find a deal and then I call the hotel and ask if they’re willing to take the same rate so I can pay them directly. I use a program through my work called Egencia, and I booked the room without realizing that sometimes they get certain deals through Expedia. Meanwhile a coworker who dedicated more time to booking her room found a deal where she would get a better room and 4x points. So after all that, I didn’t get points. Maybe my “expedia” rate, which was maybe $10 cheaper than the regular rate, was the reason I got poor service and a bad room, who knows? They also said I would still get my points but it didn’t happen and when I tried getting the points from Bonvoy it went no where. So, that’s the end of me...