Hyatt Regency Bloomington - Minneapolis — Hotel in Bloomington

Our experience with this hotel was, frankly, traumatizing. We booked two nights while in town for a wedding. Upon checking in, we asked about the shuttle service hours for Sunday (two days later) as we would have to leave very early morning - obviously indicating we were there for two days, like the reservation we made. Things should have been fine, we had all of our stuff out getting ready for the wedding and headed off for a good time...only to come back to an empty room with all of our bags, clothes, passports, etc. all gone. We panicked and went down to the front desk, who told us we only booked for one night. They kept insisting, showing us the reservation - which said TWO nights. They brushed it off and blamed the hotel booking site for the oversight and then acted like we should be grateful to have our stuff on a luggage trolley, all mixed up. But this was just the beginning. They threw away nearly $100 worth of food that we had saved for our breakfast the next day, since we were leaving so early. Nothing was done about that. They lost my headphones that I needed for sleep and work, forcing me to have to buy replacements that I could use for the rest of the trip - they sent a "replacement" a few weeks later of lower quality and cost than those they lost. We spent nearly the entire night at the front desk trying to pursue resolution, so we only used the room for about an hour the second night and left our stay feeling sheer exhaustion beyond words. The front desk agent told us they were going to refund our stay and that the manager would reach out to us. No one reached out to us. We have done all of the pursuing, and they've informed us they're doing nothing to compensate all of our food loss or the stay or any of the horrendous ordeal they put us through. We were literally told we were lucky we got a room the second night of our stay, because they admitted overbooking by 14 rooms. Are you kidding me?? I've worked in the hospitality industry. I've been horrified by the lack of empathy and accountability. I literally would have rather slept in a car with my stuff, so at least I wouldn't have been violated in this way and I could have known it was safe. You mentioned to my husband below that human error exists. Sure, we're totally willing to give people the benefit of the doubt. It's been all of the response and inaction since then that's compounded things. The promises that we'd be contacted and refunded, then nothing. Why are we the ones facing the consequences of your hotel's actions? That should never happen. I never would have treated any of my people this way, I always took care of them when things happened - even things outside of my control (though, this was well within your hotel's control). Devyn is the only one who tried to do anything, Marc(o?) at the desk and all of the management have just dropped the ball repeatedly. We wouldn't be in this position if it weren't for the mistakes on your end; everything would have been fine. This is disgusting. You messed up, do...

We ended up staying at the Hyatt Regency Bloomington-Minneapolis only because our original reservation at the Hyatt Centric in Minneapolis was canceled about two weeks prior to arrival due to electrical issues that they said wouldn’t be resolved in time. So we had to scramble to rebook here, meaning being subject to last minute availability.

When we arrived, there was a bit of a wait at check-in, and I was told the hotel was actually overbooked (likely due to others in the same boat with their Hyatt Centric room being cancelled), so they weren’t able to offer any Guest of Honor upgrades. That was concerning — if we had arrived later, I honestly wonder if we would’ve gotten a room at all.

The front desk staff were kind and professional, but when we got to our room, it was clearly not cleaned from the previous guest — bed unmade, dirty towels in the bathroom, and overall just not guest-ready. We returned to the lobby to get it sorted out, and to their credit, they quickly moved us to a new room that was clean and fine for our one-night stay. But this was still frustrating.

As for Guest of Honor benefits, I would absolutely not recommend using them here. I had the Guest of Honor award from my prior reservation booked for the Hyatt Centric which was cancelled, so went ahead with using it here as well since I had no other stays planned where this benefit would be useful. The club lounge listed on the website has been replaced by something called “The Workspace” — no snacks, no real beverage options beyond bottled water and diet/zero sodas. A huge letdown.

We also received free breakfast as part of the Guest of Honor benefits at the lobby restaurant, but it didn’t impress either. The menu was very limited (no regular pancakes, just a cinnamon roll version), and the basic breakfast plate was underwhelming — the food didn’t taste freshly made, and the eggs were prepared incorrectly. Had we not had our free breakfast benefit, I would have definitely felt we wasted money at the restaurant since we left half our food uneaten.

Overall, this stay did not live up to Hyatt standards, and I would not recommend using a Guest of Honor benefit here. The overbooking policy is surprising (especially when accommodating displaced guests who are already in a difficult position), and the lack of proper room readiness shows operational gaps that need to be addressed.

On a positive note, the hotel is located near the airport, so for a later night arrival and one night stay it was convenient.

However, a disappointing experience overall, and I hope the hotel can address the issues noted...

Thank you for the the message and the hospitality that your staff provided during my stay at your establishment. Please note that I had no major issues while I was there aside from not being able to receive transportation immediately. I sent. Text message to the number that was advertised to set up the the transport and I never received a reply in regards to the car. The initial individual that I spoke to gave me extremely vague instructions at first it wasn’t until I probed a bit more that he gave me some additional steps eventually ended up back on the tram(light / air rail system) going from one terminal to another.

I would suggest to combat this to have drivers available for guests or large groups to avoid getting a potential complaint that your team would have to de-escalate later on standby or already parked at the pickup station even having the guest itinerary printed so you can call prior to set up…

Room:

The room was quiet and spacious and provided exactly what was needed which was just to be able to actually sleep for once … I would speak to your head of maintenance though… from just looking at at the room it was well maintained but there was a lot of dust and the cushions weren’t strapped in which could cause an injury especially if you have seniors of children in the near future. Please let me know if you need the photos I kept them in case you may need them for a coaching or a learning moment … being customer facing I know sometimes we have to just roll with the punches but I’m here as a newly found partner if need be.

Food:

I’m not sure how best to combat this but perhaps your team may want to consider doing a late night ‘food station ‘ that provides more than chips / snacks … in the area where you have the hall space for events you could potentially station someone there even an hour past the bar with hot food or subs to combat unaccounted for delays in flights or just commuting into the establishment… I would even have one of them create a flyer of a fun meal agenda of “must try… / best in MN “ to get the business within the town going as well … could be a good way to build business relationships for your catered business events as well.

Overall Ambiance/ Staff Attentiveness:

Check in was speedy, friendly and very efficient. She was able to get the room and provided me with an additional option on a lower floor .,, Although between you and I I thought I was going to be upsold on a suite .. thankfully not ha… bottled water was a nice touch …

Thanks again… i appreciate you taking time from your day to reach out personally and with your...