Canopy by Hilton Minneapolis Mill District — Hotel in Minneapolis

We were attending a wedding at The Machine Shop and this hotel was one of 2 with a block of rooms provided by the wedding party. Because we live in Chaska, we were on the fence about whether to stay overnight but eventually decided to do it. Unfortunately, we waited too long and weren't able to access the block rate, but to be honest, I think we snagged a better rate as Hilton members.

Because the wedding started at 4 and check in was at 3, I called to see if we could get an early check in. I was told that we'd have to call the day of check in to see if this was possible. When I did, a very nice young man (Jeremy?) shared that the King rooms were popular over the weekend and an early check in time was uncertain. When I mentioned that we would take 2 queens if available, he then said that we could check in whenever we wanted. Yay!

When we arrived, it was a bit challenging to figure out where to park for check in. Ts not a very large unloading area and I can imagine that it would be even more challenging if they were super busy.

We parked to unload and when you walk through the doors there are several steps to get to the lobby area, but there is also a small lift that will take you to the lobby level if needing assistance. I was impressed from the moment I walked into the lobby. The whole vibe was a lofty, SoHo chic with exposed brick, wood beams, unique mixed media furnishings and a front desk area that blended seamlessly into the surroundings. We were greeted warmly by a lovely lady (Maya?) who clearly loves her job (so refreshing). She was cheerful, professional, and a fountain of helpful information. She just radiated happy, which set the tone for our trip. (I noticed there were bikes in the lobby available for guest use which was nice.)

The parking garage is directly adjacent to the hotel and it took a minute to figure out the in and out protocol. Apparently, this is something many have trouble with but not a big deal. Once we had our luggage unloaded we were able to place it into a cart and use the lift to get to the lobby floor and then take the elevator to our room. Easy peasy.

The unique vibe continued in the room and while the view was of the apartments next door, we found the accommodations overall to be roomy, comfortable, and clean. My only complaint is pretty much the same with most hotels when it comes to the ladies, the lighting in the bathroom was so dim it would be impossible to put on your makeup and not walk out looking like a clown. I'm convinced that these rooms are designed by men who haven't got a clue. I'm 64 and have less than stellar eyesight, poor lighting can actually be hazardous for those like me. Nuff about that.

The location was perfect and had we just been there for a day outing, we might have actually walked to the venue but we drove over to The Machine Shop and got lucky with parking.

Next morning we opted to have breakfast at Umbra which is the on-site restaurant. It didn't appear to be busy and we were seated right away, but it took awhile before a server came over. Once she did, we were able to place our order and not much longer we had our food. Probably one of the best breakfasts we've had. We both ordered The Canopy breakfast and the eggs were cooked to perfection. Would love to visit to try their lunch or dinner menu.

Location: Mills District. Would have been nice if we had time to take the bikes and explore, but not enough time. The area also has a cool vibe and I could actually see myself living here, but sadly, we were told that it's still not very safe at night.

Overall, a wonderful experience (shout out to the staff) and we would definitely make this our go to hotel if we were to stay in this area again. Its worth mentioning that the hotel has a lower level with several areas that look like they can be reserved for special events...

There were bed bugs in this hotel.

I had the most horrific, shocking experience here at Canopy by Hilton. The main issues were the staff and my encounter with pests in my room. I came to Minneapolis to support my best friend at their art show opening. We decided to make it an extended stay and enjoy the city. I was there for 4 nights. Unfortunately, my experience nearly ruined what was supposed to be an important and special weekend.

To start, the staff members at the "welcome desk" were not only far from welcoming, they were dismissive, rude, and on one occasion, openly hostile.

Upon arriving, I asked for help with my luggage. Not only was I denied help, I was made to get a cart and struggle up through two elevator banks and navigate through a narrow hallway with multiple turns. Multiple bags fell off, and another's contents spilled all over the floor. At this point I'm thoroughly exhausted after a long drive. All I wanted was basic service and I was shown no grace.

The next issue was parking in the garage. I was given a small stack of validation tickets to be used upon exiting. These were printed with an expiry date of 04/30/26. The first time I left the garage, the screen showed a $60 charge even though I was told parking was $30. When I returned I approached the desk where I very politely asked for clarification on the charges. This is when a man openly berated me over following the process. A few minutes later I decided it wasn't worth it to be spoken to like this, and I left with no resolution. (I found out later that I had indeed been following the correct process.)

On another occasion while attempting to use a validation ticket, a woman over the garage intercom argued with me for several minutes before letting me out. As a result I was late for a dinner reservation and we weren't able to enjoy our evening as planned. (I have a witness to this incident.)

The next day my nightmare came to life. I found a bed bug in my room. After attempting to kill it with a tissue I realized I wouldn't be able to and quarantined it in a cup that I placed in the shower for proof. I was horrified and disgusted. The only person that had been kind to me was Maya, who assisted with getting me into a new room. Before this however, a different man at the desk completely dismissed my inquiry about the time it would take to be transferred and responded in a shockingly rude manner. (I have a witness to this also.)

After having to pack my belongings, move everything into another room, and unpack, we then completely missed an afternoon event that we were looking forward to attending. I'm still very upset for missing this, and it was a direct result of having found this pest in my room.

I'm especially horrified at the "assessment" that was supposedly conducted on my original room, as I had provided evidence of the pest's presence.

When it was time to leave, I placed a call to the desk requesting a luggage cart may be brought to my door, as I knew that no one was going to help me with my luggage, and had had such a difficult time with using the cart a few days prior. And guess what. I was told to come down and get one myself. Shocker, I know.

My experience at your hotel put a real damper on my trip to Minneapolis and honestly makes me have negative feelings toward the city itself. But more so toward Hilton. I have been a loyal Hilton guest for most of my adult life, and am sad to have to stay elsewhere moving forward. I stay at nice hotels because of the service and cleanliness, but this staff was unbelievably rude and disrespectful, and I can see from other reviews that I'm not the only one who received abysmal service, at best.

Not only did I miss important events due to your staff, the parking garage, and your hygiene, so did my companions. Chelsea can reach out to me themself, directly. I look forward to a...

My best friends drove 6 hours to come to my opening exhibit. It was a 4 night extended weekend visit. We only get to see each other about once or twice a year.

One friend stayed with me while the other selected what they thought would be a nice hotel in Mill District area with moderately affordable parking. Right away they noticed staff was lacking in friendliness—dismissive and rude.

First issue was that parking was advertised at $30/night, but it charged them $60. The parking pass that they were given by hotel staff had a date of 4/30 on it but they were booked for 5/1 so we weren’t sure if that had something to do with it. Both in-person staff and intercom staff were extremely rude. 30 minutes later, the women on the intercom became exasperated, still not seeing what the issue was or accepting that hotel staff gave my friend a parking pass that was dated before their hotel checkin. The intercom women said whatever that she guessed she’d let my friend through. So they had that power and option all along which made the fast that causing my friend to be 30 minutes late for our plans and costing us our spot at the restaurant we planned to eat at before an event a little more bitter. We were then rushing to make other arrangements before over event.

That evening, my friend then found bedbugs in their hotel bed. They even quarantined one into a hotel cup for proof. Again, staff were rude. They begrudgingly agreed to provide new arrangements, behaving as though the inconvenience was on my friend’s part. My friend’s level of cleanliness is 10/10. They’re the cleanest human I know—to a fault. There was then little communication by hotel staff about how they were going to handle any of this. My friend had to approach the desk to inquire more than once. Staff was dismissive and seemed unsurprised by the infestation. They then finally agreed to move her to another room, seeing she was not about to relent on this one. ‘A female manager or assistant offered a breakfast or ‘a few drinks’ as an apology. Not enough, Hilton. Does anyone know how difficult it is to get rid of bedbugs? They will now need to have all their clothing professionally cleaned before taking it home to avoid contaminating their own space and get their car cleaned.

Lastly, after all the hassle, my friend requested a luggage rack to be brought up. It’s a simple request and courtesy. Why not? But staff, yet again, was rude to my friend and told her to get it herself. My friend, she is fairly soft spoken, polite, and charming. A small, unimposing woman. For any person, let alone a staff member of an overpriced, supposedly 4-star hotel of this price to treat her as though she were less-than and an inconvenience’ hurts me. I’m curious to see if she will be overcharged for parking still.

I’m seeing a trend in this specific hotel’s complaints about service. It’s unfortunate. There’s many 5 star reviews, but layered in there, and even included in some of the ‘good reviews’ there is mention of dismissive, rude, and unaccommodating staff members/service.

I think it’d be fair for the Canopy by Hilton in Mills District to pay for my friend dry cleaning, house fumigating, and car detailing. Or simply comp her parking as well as her stay at Hilton in Mills District.

UPDATE: Replying to Canopy by Hilton.

You cannot possibly be serious when you state that the room was free of pests when she quite literally provided evidence that it was NOT free of pests. Where there is one bed bug—there will be many. They are very difficult to find and nocturnal.

Does this mean you DID NOT TREAT THE ROOM but instead looked for bugs because, again, you dismissed a customer’s concerns AND their...