Holiday Inn Express & Suites Bloomington - Mpls Arpt Area W by IHG — Hotel in Bloomington

ATTENTION

I regret to say that our experience at this hotel was extremely disappointing. The staff treated us poorly from check-in to asking for simple necessities that should be provided up arriving into our hotel room. We chose to stay here as we had family from out of town for a mini vacation that have never been to Minnesota before, this hotel was at the central of all of our plans during this stay. After we received our room keys we were never given direction as to the whereabouts of our room, nor did we know there were two buildings or towers. We aasked round for 10-15 minutes looking for our room, come to find out we were in the south tower, staff displayed rude behavior stating we should know where our room is! Well we have never been here, direction is key when you hand a room key to a guest. After we finally find our room with no help, we walk in to find feces on our comforter and smelled horrible. No extra sheets, bedding or pillows for the pullout sofa that 1 of our children were using as a bed. When we asked the hotel for bedding and pillows as our room had feces in it and not enough supplied full well knowing 4 of us are checking into this room days in advance. As, we get ready to go use the pool, there were no towels in the pool area. So, our family from out of town asked the front desk for some to use, hotel proceeded to yell at us saying you used all of my towels, well that's impossible as we just walked into the pool for the very first time. That type of behavior is totally uncalled for and not needed nor warrented. Displaying a lack of courtesy and professionalism is unacceptable. The condition of the hotel exhibited multiple building code violations, including broken elevators, loose plug-in outlets that had sparks coming out of the sockets. malfunctioning shower nozzles that was so tightly shut off we had to use extreme for to barley turn it on! The pull-out bed is literally broken even before we used it! The lamps had broken switches to where the only way to turn them on or off they had to be plugged and unplugged in order to work! Being forced to plead for additional and clean anything for our room, should have been provided without hesitation. Overall, the lack of hygiene, maintenance, and customer service makes it impossible to recommend this establishment to anyone. I fear the next person to use our room will end up hurt or even worse, dead from the pure negligence this hotel has put forth! I can not in my good consensus let anyone know to stay here ever! The front lobby was so gross and nasty you would think you were at a dive bar in the middle of nowhere! Of which I thought it was a bar, come to find out it was 15-20 guests that brought their own alcoholic beverages and proceeded to party and use vulgar lanugue in front of numerous guests as well as my family! How can this happen? Any of this?! I have been in the hospitality industry for 20 years, I have never seen nor witnessed anything like this in my life! I have never felt so unsafe in a place where I should feel safe. I'm really hoping this can be made right for I fear I need to make a dr appt to get a hepatitis and tetanus vaccine! I am looking forward to hearing from the management team here as my email is clear as day and I will give any information needed upon request! I am disgusted at the state of this hotel, staff and over safety and sanitation of this hotel. Again, Please stear clear of this place, I have so much more to write but I hit my maximum allotted...

I want to begin by saying how grateful I am for the reception staff who showed patience and kindness during what was one of the most overwhelming days of my life. My story begins with a medical emergency that struck me at the airport gate before boarding my flight. My husband and I were rushed by ambulance to the hospital, and after being released, we spent the next three nights at your hotel while we waited for medical clearance and a rebooked flight.

The first two nights went smoothly, and we were able to rebook our room without any issues. But on the third night, everything changed. While I was at a doctor’s appointment, my husband called me in distress—he had just been told by the front desk that we were being kicked out of our room at noon, despite us having an active booking and providing documentation to prove it. I had to excuse myself from my appointment, only to find that the so-called manager, Naomi, refused to acknowledge the situation. She gave my husband “five minutes to get out of the room” and would not listen to reason.

Expedia contacted her directly and, within five minutes, confirmed what we had been trying to explain all along. Instead of helping us, Naomi was openly rude—even after being reminded that I had just come from the hospital. She refused to grant even twenty minutes of grace while we tried to fix the problem. Her words and her tone were not only dismissive but also cruel at a time when I was physically fragile and emotionally overwhelmed.

You would think the ordeal ended there, but sadly it did not. Later that evening, when my husband and I returned to pick up a food delivery, we were told once again that we had not booked the room. It turned out Naomi had not updated our account, leaving her coworkers in the dark. This forced me to sit at the front desk for 30 minutes, trying to untangle yet another problem she had caused. Thankfully, this time I was not dealing with Naomi. Instead, I had the support of Carissa—a young woman whose patience, kindness, and empathy shone through even as she was juggling multiple guests at once. Carissa demonstrated true professionalism, far more than the person who was supposed to be leading her team.

I am an international teacher. Every day I work with students from around the world, and I know that patience, compassion, and understanding are the foundation of good human interaction. I begged Naomi to simply acknowledge the problem and show a little humanity. I wasn’t even asking for an apology—just recognition that what we were going through was real. Instead, she showed me none of the qualities I believe are essential in customer service.

This experience, in the midst of a frightening medical emergency, left me feeling disrespected, dismissed, and deeply disappointed. Guests in vulnerable situations should never be treated with...

Confused by the positive reviews that reference clean, modern rooms. The room we stayed in was probably nice 20 years ago but has not been meaningfully updated or maintained.

ROOM We stayed in the somewhat separate "North Building" in a 2 Queen, 1 Bedroom Suite. Building accessed through a vestibule and separate elevators.

Vanity fixture and carpet appeared newer, but the furniture, cabinetry, and bathroom were beat up and dirty looking.

Bathroom lacked adequate ventilation so tile surround had mold and the metal vents and towel racks were rusted. Built in shampoo/conditioner/body wash rack had two shampoos and no conditioner.

Door to hallway was loose fitting, so daylight was visible and hallway sounds were not blocked. Interior doors had damage and were delaminating, possibly because of the ventilation/moisture issues.

Having a door separating sleeping area from living room was nice for staying up after the kids go to bed.

STAFF Well-intentioned but possibly stretched thin making them a little frazzled and crabby. Waited in line for check-in and both times we needed assistance.

POOL Nicely heated and comfortable for kids. Water was a little sudsy/scummy looking but chlorine seemed adequate so we gave it a go. No towels in pool area either morning we went. Had to ask at front desk and wait for housekeeping to finish laundering towels. Second day we had to ask twice (before we swam and again when we were ready to get out an hour later) and ended up getting a stack of bathmats delivered.

BREAKFAST Food was hot and plentiful. Some items appeared to be sitting too long (biscuits were hot, but rock hard). Again, staff seemed to be working hard but understaffed. Seating was plentiful and comfortable.

PARKING Advised of $10 parking charge at check-in. A little surprising since parking is just the flat lot around the building and doesn't appear to be at a premium in this suburban configuration. Used to only paying to park in covered lots or urban hotels where parking is limited. The lot was never close to full during our stay.

LOCATION Great central location for accessing the suburban shopping areas like Galleria, IKEA, Mall of...