Hilton Garden Inn Minneapolis Airport Mall of America — Hotel in Bloomington

When we got to the hotel and spoke with the front desk, they told us the shuttle service was constant and the most we would have to wait for a shuttle was 5-15 minutes max if the shuttle driver happened to be on an airport pick up.

We headed to our rooms and we're immediately met with the stench of rotten trash as the halls were lined with filled trash bags just sitting down the entire hall.

Our room door did not lock completely but the security lock did work.

We used the shuttle once to get to the mall of america and came back just before dinner. At 530 we called down to the front desk to get a shuttle back to the mall. The front desk said to come on down and we would be taken right over.

We went downstairs a few minutes later and waited just outside the doors by the shuttle bus that was sitting there. Our dinner reservations for 6 o clock came and went and one of our party went inside to ask where the shuttle bus driver was. He was then told that we wouldn't be able to get a shuttle for at least 30-45 minutes, even though upon arrival they'd told us we would never have to wait over 15, and we'd been waiting for almost 30 minutes at that point anyways.

The other shuttle came up at that point. Clearly from the airport, it was like a clown car seeing the amount of people spilling out of the van. The driver helped them unload their bags and I asked him if we could be dropped off at the mall on his way to the airport----the mall is literally on the way, and we paid for a shuttle hotel for a reason. The bus driver said we couldn't get a ride for a while as he had people at the airport waiting and THOSE people had called ahead. I said, "What? We did too" He got in the shuttle and drove off. Needless to say we were unable to use the shuttle services "offered" for the duration of our stay.

Breakfast.....now here's another story. Got downstairs in the morning and they serve breakfast in a restaurant like setting where you're given a very limited menu that you order off of. They had one server for the entire.....hotel. The entire hotel. One. So this guy obviously did a terrible job, he forgot everything, didn't give us silverware, we never got the coffee we ordered, that type of thing. Just awful service but not exactly that guys fault for being the only one scheduled working. The food, however, was terrible. Just bland and cardboard, the pancakes could be picked up and would stay flat. Everything was just bad.

The guy was too busy to take our money so we paid at the front desk. I paid first, THEN this lady asked the next set to pay how it was. They said it wasn't great, and got one of their meals comped. Even when I spoke up that ours was subpar as well, I was ignored.

There was also no real tables in the rooms. Some have a desk or side table that can be moved around and the rooms had nothing like that, so we had to meet with our friends around a mattress, that's why I included that image. Otherwise the hotel was in fair condition and going downhill. Stained carpets and fading pictures on the walls.

We had paid for a two night stay, and we ended up cancelling the second night, our first night's experience was that bad. Definitely do not recommend...

Horrible, Horrible, Horrible. This is definitely NOT a true Hilton Garden Inn. I stayed 3 nights as a Birthday gift for myself, while visiting the area for a Prince Tour. I arrived Friday evening and had to wait 45minutes for the shuttle to pick me up from the airport. I tried using the automotive system as instructed, but the call disconnected twice. I called the front desk and she hurriedly had to find someone to come. -mind you I advised them a week prior I would arrive around 9pm. The "shuttle" finally arrived, and I was horrified to see that it was an old Conversion van,complete with rusted 3 feet wide steps, and grossly stained seats. The final gem was the black trash bag tucked over the van roof, where I assume a window once was in 1990. Where do I go from here- the onsite "restaurant " is really a walk up kitchen window and aside from the continental breakfast, only offers 1 meal a day, and that is what "the chef" wants to prepare (baked chicken in an Alfredo sauce and chili- it was 87 degrees over the weekend) And let's not forget the part that once you exit the building you cannot get back in with your key- even though there are signs and a room key scanner outside the doors, instructing guests to use their key to re enter the building. I found this out by coming downstairs one morning after sleeping in,with coffee in pajamas, to discretly sit in a paved area with tables and chairs outside of the indoor pool. Guess who had to walk around the entire building in their night gown to get back inside? You guessed it! Me! (Did i mention that it was my birthday) I was Livid, and when I brought my concerns to the front desk, I recieved an eyeroll and the response "we do it for your safety." I sure wish they would let the guests in on that little tidbit of information. I redeemed 90,000 points to stay here, and Ive already reached out to the cororate office to get at least half of them back. The only positive thing was the room the was clean. Thats it. Throw in the fact that the Mall of America shuttle only operates every 2 hours- there goes leaving when you want to- to absolutely no antibacterial products in the store OR on the property- I was directed to a convenience store 4 blocks away- or one shuttle driver openly hacking and coughing without a mask- or the 2 brand new Traditional Shuttle busses parked in the back of the lot, that were NOT used-I was told they were waiting for "Insurance papers" to come in (after asking why they weren't being driven because I almost fell off the Van with my bags, coming from Mall of America) This place was a joke and I TRULY wish I had stayed somewhere else. UPDATE: Hilton Corporate gave me 30,000 of my points back and the hotel refunded the additional money I had spent in "the Store" for mainly bottled water- (it is NOT provided Free to Hilton Honors Members-) and...

This hotel was an unbelievable dump. I can’t believe Hilton puts their name on this. Other than the lobby, the hotel is completely outdated and unkept and dirty. The hallways are seedy, scuffed up and filthy like a rundown motel. The staff is exceptionally unpleasant and unprofessional, particularly Fadumo and Rubi. Those are two of the worst customer service employees I’ve ever met. Nasty, rude, unhelpful, and more than anything unprofessional. If you’re unable to handle customers, I hope they find a different line of work.

Beyond the nasty condition of the hotel, the amenities are busted, old and frankly kind of nasty. One of the biggest issues, when I checked in the first floor, exit doors were bolted shut, which would be a horrible tragedy if there were a fire. I alerted the front desk immediately, and they said they’d repair it, yet hours and hours later they still haven’t even looked, which tells you how they feel about safety and their own customers.

Truly, a dismal and awful hotel do not stay here. Hilton should be ashamed of this property And the people who work there. I still can’t believe Hilton puts their name on this dump

Update. Whoever replied to this is a downright liar as the Emergency exit doors were absolutely bolted, shut and unable to open even after I told them they were. This is an extreme fire hazard in the building. Should be shut down if this is the case. Lying about this is not going to help your business or save lives in a tragedy. Really irritates me even more that the business can’t even take ownership for their irresponsibility. Further, if you look through other reviews, you will see many people who have had the same experience with a dirty dingy hotel, and terrible service, So this is likely common place. The owner or whoever replied, not taking ownership is in indicative of the state of the hotel, and it’s myriad of problems.

Also spoke to Veronica, the manager, Who did nothing but lie about the behavior of her employees and the condition of her hotel. Her only comment about the condition was well. I guess you could’ve checked out if you didn’t like it. It was bug ridden and the toilet broke inthe hotel room twice. The wall floors were disgusting in the rooms were old and cheap Like a dirty roadside motel. Obviously, Veronica has no interest in fixing this, providing good customer service or addressing any legitimate customer concerns. Truly, an awful awful manager, who clearly doesn’t know what she’s doing. Hopefully Veronica gets fired and they find someone that can actually take care of that hotel and not lock the fire Exit doors jeopardizing the safety of hundreds of guest and staff (also failed to address). Sad excuse for...