Holiday Inn Bloomington W Msp Airport Area by IHG — Hotel in Bloomington

This could have easily been a 4 star review, but for the attitude and effort by the staff.

I booked through Hotwire and because they only ask you if you are traveling with adults or children between the ages of 2-11, I did not disclose via the reservation I was traveling with my baby. The only option for room selection was “Hotel’s Choice.” I called the morning of the check-in as I was packing for the trip to verify if I was in a king room or would have 2 queens as this would help inform how I should pack for travel with the baby and the woman at the front desk very harshly stated that because I booked through Hotwire and only told them we had two guests, they’d placed us in a king automatically. I explained the situation with there being no place on Hotwire’s website to disclose travel with a baby and told her I was traveling with two small kids. I asked if there was a way to switch to a room with two queens or if we were locked into a king and she rudely stated she’d have to charge me more. I said this was fine and thanked her for her time. I assumed she was busy and maybe I’d called at a bad time.

We arrived at the hotel much later than I’d planned because the only certainty when traveling with two small kids is that nothing will go as planned and my kiddos were overly tired and very crabby. The parking lot was small and completely full except for about 7 “Diamond Elite” parking spaces, so I parked in one to take our things inside and check in. The man at the front desk (Phil?) was just as rude if not more so than his female counterpart earlier in the day. Without me saying anything about the change in room type, he informed me that his colleague should have charged me more (he told me he would have) for switching to a queen room as they were completely sold out. So this charge must vary based on who is applying it and how they feel? I had my arms full with two kids and a cart of luggage and it was late, so I mentioned the full parking lot and asked if it was possible to remain in the Diamond Elite spot or where he might suggest I park if the lot was otherwise full. He told me no, they have many more Diamond Elite members still to check in that night. He offered no other suggestions of where to park, so I was forced to park in the lot of the hotel next door and hope they wouldn’t have me towed. As an aside, my room faced the parking lot and no more than two additional Diamond Elite parking spots ever filled up that night, so it seems Phil was perhaps just going out of his way to be as unhelpful as possible.

The hallways in the hotel absolutely reeked of marijuana, legal in Minnesota, but it was totally overwhelming. The rooms themselves were fine - decently updated but not well kept as apparently the housekeeping stuff puts about as much effort and care into their jobs as the front desk puts into theirs. These are undoubtedly some of the SMALLEST hotel rooms I’ve ever seen. Like barely room to turn around in the bathroom. In a room with two queen beds, one of the beds was pushed up against the AC unit at the window with no room to get out of the bed or walk around that side. With a playpen for a baby to sleep in set up in the only possible spot, you couldn’t open the doors to the closet. These rooms are TIGHT.

Again, when we checked out around 8 am on Monday morning, no service at the hotel. None. No one at the front desk. No one at the bar/restaurant. No bell to ring for service. Nada. Absolute ghost town. I finally found a woman in a Holiday Inn shirt and asked if she could assist me. She said, “There should be someone at the desk.” I agree, there should be. But there’s not. So she went to a door behind the front desk and informed the “night auditor” that I was there. He simply grunted as he handed me my receipt. Nothing more to that “interaction.”

The location is very good for both the airport and the Mall of America. I would imagine it’s not normally hard to get to, but the construction in the area at present...

Upon check in, staff on duty was not visible and/or present and when she did arrive at the front desk; there were no greetings and/acknowledgments extended to myself and/or my husband. I had to wait for her to come from the back to attain service. Throughout my stay at this hotel; there were never any staff present at the front desk. I always had to wait several minutes for them to come from the back and reappear to assist their guests… Staff is/was cold, unfriendly and shared no concern, important or needed information with me and /or my husband. A male staff told us to read the rules written on the elevator walls. (Verbatim: We should have read the rules written on the elevator walls.) 😲 I did not and still do not know how to respond to this statement or command.)

Our room was not cleaned, even after personally requesting the service due to a spill on the sheets. Staff said workers do/did not speak English and therefore, do not understand and only nod their heads. 😲 (I received so many non caring excuses, attitudes and behaviors from the staff.) We had no bathroom tissue to use from day one. (We we’re completely out.) The front desk gave us a card to request daily housekeeping service on the date of our checkout/departure with another guest room number/ private information written on the card: Room 509. (My stay in/was in a completely separate room.) I spoke with a male staff at the front desk about the significant substandard to non(zero), quality of care and safety concerns due to my receiving another customers private room /information, and he immediately became hostile in demeanor, voice tone and attitude and began to tell me to be quiet because he was going to talk and tell me how the hotel runs. I immediately became fearful of this staff worker due to his excessive and Increasing amount of aggression/warlike verbal uncontrollable outbursts towards myself due to my sharing the present experiences during my stay in which I paid the amount of money requested by IHG, in exchange and agreement for a pleasant, clean, friendly and safe environment and staff; and none of these agreements were met and/or happened for myself and/or my husband.

Lastly, a staff member told my husband and myself that we could both retrieve two free snacks each upon check in. We retrieved one free snack during the morning and returned the evening and retrieved the second snack and we were charged on our credit card in the middle of the night, (fraudulent, immoral, dishonest, and overall dishonest) service for the snacks. I am a 21 year total disabled Amy Veteran and I use IHG to stay when I to travel for medical appointments and/or VA related concerns and this is the most unethical, disrespectful, selfish, zero integrity, zero honor, zero dignity, zero excellence and zero commitment to their guest.

Upon advocacy for myself; I am/was treated with confrontational, unfriendly, unwelcoming, malevolent, negative, uncomfortable and frightening, oppositional and I’ll-tempered staff interactions and services.

I would never recommend anyone to stay nor give your business to this IHG. I never say never; but today I am asking anyone who has/is considering spending your hard earned money at this IHG… Please don’t do it… Take a few extra minutes of your precious time and look a little longer and choose another company who desires and enjoys the people in whom they have agreed/pledged to service in exchange and/or agreement/return for an agreed amount of money..Our hard earned and worked for money.

My fellow brothers and sisters in arms, please do not solicit and/or support, physically stop by or look in the direction this sad, unappreciative and disappointing hotel… and...

I arrived last night after a 3.5 hr drive. When I walked in, the lady behind the counter was helping another couple. I looked for a bathroom and finally had to ask where it was. After I returned from the bathroom, the lady was still helping the couple and another man was in line. I didn’t pay much attention to what was going on with the couple other than it appeared to be complicated. After the couple left, the gentleman approached the counter and asked a question - again was not paying that much attention. He then asked when the coffee would be refreshed. The lady replied, “Sir, I am really busy here. That is not a priority.” The man said he always has a cup of coffee before bed and that’s why he always stays at a Holiday Inn. And then he just shuffled off. I thought “well that was rather rude.” In any event I stepped up and told the lady that I was there to check in. She clicked clicked clicked and then said, “Oh you reserved through Priceline. You actually made two reservations through Priceline.” I said something like of “Damn Priceline. Can I get a copy of the other reservation so I can call to challenge it?” She said no - that the paperwork was theirs and they needed to keep it. I told her I wasn’t asking for the actual paperwork she was holding, just a photocopy of it. I asked if they had a copy machine. She said yes but that she could not give me a copy. When I pressed her, she said “I said no,” walked into the office, and SHUT THE DOOR!!!! I stood there for a second and said “Excuse me I still need to purchase breakfast for my stay here.” She came back out and handed me one breakfast pass, saying “you pay at the checkout.” I told her I was staying two nights and would need two. I also said that when I’ve stayed there in the past, I had to pay in advance. She handed me a second pass and said “You pay at checkout.” I told her she was being very rude and I wanted her name and her supervisors name. She quickly wrote it down and shoved it at me and said “Go right ahead.”She then walked back to the office and SHUT THE DOOR AGAIN!!!

The next morning I asked when the manager would be in and I asked that she call me to discuss the behavior of the lady from the night before. I was assured they would give her the message and I would get a call. It is now 7:05pm and I still have not received a call.

I stay at this hotel pretty regularly but I’m thinking that if this is the kind of customer service I can expect, there are plenty of other options.

Oh the young lady said her name was Diamond. She must have missed the polishing party cuz that girl lacked luster!

Still waiting for your call Veronica…

**Edit: Tonight I came in the door with about 15 people standing in the reception room waiting for the clerk. Shuttle had just arrived and was sitting in the drive. Door to the office was closed. I went into the bar and asked if anyone was at the front desk. Bartender went and knock on the office door and out came Diamond!!!! How fun!

I had actually put my room keys in my work bag so needed a new key. Stood there through all the check-ins. Diamond was pretty nice to all but really didn’t like my presence. I took pictures and videos, but can’t seem to find a way to upload them here. Oh boy - she was a delight to me (insert sarcasm here).

My favorite photo is of the sign that says you get a breakfast price of $8.99 if purchased in advanced. Seriously-right there next to the front desk. But Diamond insists I pay at checkout. I better not be charged more - or Veronica will be hearing from me more than this!

I own a retail store. If she was my employee, she...