Cambria Hotel Minneapolis Downtown — Hotel in Minneapolis

If I could give this place 0 stars I would. I stayed her for 3 nights. First night I didn’t even get to the hotel until late like 1 am due to our flight. When we got in the room there were hangers on the couch and stains as well. We let them know about the stains so we didn’t get charged for them. The hangers I thought whatever I am not using them anyways. Well after my stay I noticed a 250 dollar charge on my account. When I called to figure this out, it took 3 attempts of me calling for someone to finally tell me that they charged me for damaging the closet. I never touched the closet? My clothes were in my suitcase the whole time. When I tried to explain I didn’t even touch the hangers on the couch they told me “that should’ve been a reg flag for you to report.” I was told that no one could help me aside from the GM or supervisor. It’s been over a week and I’ve called back several times and left several messages. No one will reach back out to me. I paid 450 dollars for the stay PLUS parking every day because they don’t own their parking lot? They could’ve at least called me and asked me if I used the closet prior to charging me. I didn’t know it was broke because I never used it. Why would I go tell them about stains on the couch but not tell them about the closet? I obviously didn’t know. Furthermore, if I did break the closet why wouldn’t I just go out there and say hey the closest is broke I don’t want to be in trouble it wasn’t me? That’s just common sense. So I had to dispute the charge on my card, I’m contacting their legal team, the customer service team which again neither of them have reached out to me about my concern. And now I’m going to contact the BBB. This is really ridiculous to not even call me back and hear me out. Plus I’m not sure why I was charged 250 when the damage holding fee is only 100? None of this was explained to me or even run by me to inform me of the issue. I will also be contacting my lawyer because I believe this is fraudulent activity & it’s unacceptable. I will never stay here again, and I will never stay at a Cambria hotel again. This was my first experience and it was awful. If you stay in this hotel I HIGHLY suggest asking the staff on duty to inspect the room with you prior to entering. Otherwise you can end up like me. Charged for something I never even touched. I would’ve paid to have forensics swipe it for my prints. That’s how certain I am that I didn’t touch the closet nor did a break it. Thanks a lot for your wonderful customer service. I can see that your customers don’t mean...

Rooms are big and nice. Was impressed at first then the service made everything else go downhill. When we checked in we were never told that housekeeping services were "request only." About 30 minutes after we arrived, I decided to call to confirm that we did want housekeeping services. Even though we weren't told this service was optional, I had a feeling. I picked up the hotel phone...it didn't work. Completely dead. I then noticed we had no remote control in the room to turn on the TV.

So my husband went down to the front desk to request housekeeping services, and get a remote control. The woman at the front desk didn't flinch one bit about the remote. She just handed him one like this is a normal thing. Is this a common practice to not leave a remote control in rooms now?

Then he asked her about housekeeping services. She seemed very confused by this request. "We only do housekeeping services every third day." (for the record, our entire stay was 3 nights). He then said, "I'm not asking for a full cleaning...just new towels and someone to make the bed." She seemed annoyed, but made a note in a book.

The next morning we asked again. Again...there seemed to be confusion, but the woman called up housekeeping and BOOM...we had housekeeping services. Amazing.

The next morning, we joked that we better ask again. We stopped at the front desk again and made the request. The same woman told us, "someone will be there in an hour."

We came back to our room at 4 pm. Our room had not been touched.

The gentleman working the front desk was very apologetic and miraculously found someone to clean our room - even though it was very late in the day.

But seriously...I know many hotels now make housekeeping services optional, but...first of all...communication is key. Second, if a guest requests it, then by all means DELIVER.

Although this hotel is clean and the room as updated and spacious, the service was disappointing. Also you advertise that you have a restaurant?? This is false. We were told there are no food services...

Pros: Very clean hotel, nice building, shiny modern rooms. Cons: Absolutely horrible service. The staff are simply clueless both about how their computer systems work and how a hotel should be operated. Some examples of the issues I faced:

1. Upon arrival I waited at the reception for about an hour because apparently my room was dirty even though I arrived at around 6:30 PM, but also because the receptionist decided to cast me aside and help other people behind me instead of helping me first.

2. When I asked her to simply give me another room that is clean, she said they were fully booked. Around half an hour later the housekeeper came down with a list of 15-20 empty rooms and told her to give me any one of the other rooms.

3. After trying for 5-10 min she figured out how to do change my room, but in the process ended up increasing my rate. I had reserved my room about a month in advance to get a good rate but when they switched the room they charged me the current rate for that new room. I couldn't do anything about it because a) I didn't have the energy to deal with it at that time and b) I didn't save my original reservation file and so it was going to be reaaally hard to make them revert the price.

4. The next day I found out that they charged me BOTH the original price that I agreed to online AND the new price. I talked to a couple of people there and instead of simply correcting the issue and cancelling/refunding the extra charge they told me to talk to my bank to get the other charge cancelled.

5. Bonus: Around midnight when everyone was sleeping the fire alarms went off in the entire hotel. The entire hotel was being blasted by high pitched noise for a false alarm when everyone was sleeping. It took the staff some ~5 minutes to deal with the issue.

This could have been an easy 5 stars from me if they had at least 1-2 skilled people helping them. But right now the entire hotel is a clown show. It is like a reality TV show decided to give a brand new hotel to some people they found on the street just to see what...