Minneapolis Marriott Northwest Hotel & Conference Center — Hotel in Brooklyn Park

One of, if not the worst customer service experiences. Very poor hospitality and customer service across every employee we interracted with. With the front desk employee and the customer service line was so awful, I genuinely never will use Marriott again if I can control it. We booked a room, and arrived at 1:30AM to meet Waku, the front desk associate. The issues began when she was inable to find the reservation because she did not understand the system. She had absolutely zero empathy or hospitality towards our family, like it was not her problem that she couldn’t see the reservation despite us showing the confirmation in the app and through email. She was rude and dismissive of our family and didn’t seem to care about the predicament caused on Marriott’s end, not ours. She waited over 30 minutes to finally call her manager for help whereas our family waited in the lobby, waiting on the customer service line to help us get the situation sorted. Once the manager resolved the situation 45 minutes later, they gave us the keys with zero apology of any sort or “welcome”. Just quickly handed over the room keys. And the cherry on top… We finally got to our room when we realized that we were sent to the wrong room.. we paid for two beds and got one single King (party of three to one room!!) two of us piled onto the pullout bed, what a lovely sleep. When we called the front desk, again zero apathy or assistance. We were so tired and desperate for sleep we just dealt with it. Had to call back for extra pillows for the pullout bed, of course we were made to justify the request. Overall, we were made to feel like burdens to the front desk, to management, to the customer service line (was a 30 minute wait to get ahold of anyone at 1:30AM), and housekeeping. I have never felt like this at any other hotel. Marriott, you have lost my vote and business, for ever.

EDIT: The next morning, Choula addressed my concerns and did offer 1/2 off the stay and added points to the Bonvoy account. All we wanted was some empathy and an apology for the issues experienced and Choula did address that for us. She...

I booked this room with my classmates on 4/2 because we were taking the national board dental hygiene exam the next morning. When we got there, staff was amazing, our room looked great. We went out to eat, came back and studied more before bed. I volunteered as tribute for the pull-out couch, and maybe staff was too busy or short-staffed to check the pull-out couch, but there were yellow stains on the sheets. I requested new sheets and quickly had them delivered. The top sheet delivered was still damp from the dryer, so I just used the dry fitted sheet, and put the new sheet on top of the old one. As luck would have it, our room was directly above the bar.. so you can guess that people were up and loudly shouting late.. EXCEPT that we stayed on a Sunday. I tried to retire at about 10:00.. but could not due to the noises coming from below. I could hear literal conversations as well as the staff cleaning up and pushing chairs in at the end of the night. At about 11:30, I was self-soothing and talking myself out of going downstairs and freaking out on staff. I decided to look up the time the bar would close to give myself peace of mind… turns out it was supposed to close at 10:00.. and it’s 11:30.. so at this point I’m just trying to remain calm and get to bed so I can take my exam in the morning.. The next morning, we went to get coffee, and learned that caribou in the lobby didn’t open until 30 minutes after they were actually “open”. I decided to turn down my mattress on the pull-out to ensure that staff knew it needed changing.. only to find 50% of the mattress covered in what I can only assume was blood. I should have taken photos, but was trying really hard to remain calm before my exam. I ended up passing my board exam, but would NOT recommend this hotel to someone using it because it’s close to the Pearsonvue...

My aunt had a big party over in the northwest burbs and it was most convenient to stay in this hotel. I love the old school feel of this Mariott. No, it is not the most updated, most modern space. However, all the rooms are suites! you come into the space and see the big atrium and a large space in the middle. There was a wedding there when we checked in. At other times that I've been in this hotel it seems like there were always conferences of some sort happening in there. The rooms are very spacious that it's a shame to book just one night because you won't really use the whole space. We booked the club room with 2 double beds. We arrived into the living room area of the suite. There's a TV and sofa that I'm sure is convertible to another bed. There's a pass through that has the sink, fridge, coffee maker and bathroom on one side. And then the bedroom with its own TV. Everything was comfortable and clean. I do wish there were more hooks in the bathroom or a ledge to put your own toiletries in. There are provided shampoo and shower gel. We also had breakfast there the following morning, free with our booking. It was continental breakfast and it was pretty good, especially the potatoes, bacon and sausage. The waffles were just meh though. I like the fresh ones that you make yourself. There were pastries and toast available. This hotel is in a great location right off of 694. Very convenient while in an around the north metro. I suppose you can book this hotel if your business were in downtown, but with prices being equal, you should probably stay in downtown if that's where you're mostly hanging around. There are other chain hotels two exits down in Maple Grove that are a little bit cheaper and you're closer to amenities. But you won't...