Home2 Suites by Hilton Minneapolis Downtown — Hotel in Minneapolis

I arrived after the posted check in time. I was told that a room was not available. I offered to allow the hotel to cancel the reservation since they couldn’t provide the room. They said they could not because it was after the time to cancel. So at this point they were unable to give me a room and unable to cancel. They said that because check out is 11 and check in at 3, housekeeping had not had time to complete all rooms. MANY people in lobby in the same situation all trying to get rooms to get ready for concert. (I live locally, so wouldn’t have been the end of the world to not have hotel room.) Woman at front desk was asking names, logging in and telling everyone “a room is not available” - she wasn’t checking people in, wasn’t keeping any type of list, and just having people stand in lobby for when a room MIGHT be available. She said that the hotel policy was anytime after 3 when a room is available - which is inconsistent with check-in time. She said that there was nothing to be done except talk to the manager who wouldn’t be there until Sunday. She was incredibly unhelpful.

A second customer service rep checked me into a room when I asked for the number for Hilton. Everyone else was very accommodating and super helpful. The cook redeemed my one star review to a three star review because he was fantastic (he was 5 star). Sunday breakfast was the highlight of the stay. He was kind, chatty, super helpful, pointed out where things were (like coffee).

My issues are only with the first customer service rep and the hotels clear lack of hiring sufficient cleaning staff to have rooms ready at the designated check in time. Well after 4, when we were leaving for the concert, there was still a lobby full of people waiting for rooms. I would not book here again if I had to be somewhere at a specific time as it clear you can’t rely on the hotels check-in time (or get out of the room even when they can’t provide you one.). It’s unfortunate as the rest of the experience was good. NOT what I have previously experienced or what I would expect from a hotel in the...

This is a wonderful location in downtown Minneapolis. Walking distance to many locations, parking options are many, Whole Foods nearby too if you want to cook. We usually ate at the nearby restaurants, many options as well. The hotel has a very open welcome feel. Ample seating options throughout with great work stations for a student or business person. Breakfast was full of options. I wasn’t a fan of the powder eggs, but their were hard boiled eggs too. Made in front of you pancakes with every topping you could imagine, it’s a kids dream breakfast. I loved their coffee. Like seriously loved it. To the point I would actually buy it, it’s that good. Tea and coffee available almost 24/7. I say almost as there wasn’t any at our 4pm check in, but it was later that evening after dinner. Rooms are contemporary design, kitchenette are organized and stocked. Large size refrigerator and microwave, dishwasher and coffee maker. We spent little time in the room, but it was comfortable, great lightening, and everything worked. I didn’t feel the room was clean. The trash wasn’t emptied when we arrived. I honestly have NEVER stayed in a room where the trash can still had things in it from the last guest. They ate a lot of junk food, candy wrappers and a few soda cans. Nothing that smelled- but just seemed odd it was left. The bathroom was dirty and I took away a star for this reason. The toilet was covered in black, curly hairs 🤢. It was an immediate turn off. The sink had a few hairs and was dirty too. Mirrors were spotless, floor clean, shower sparkling. Our bedding was clean too. Just a few areas that were missed, but the bathroom is a huge one. Checking in- our room was ready and process quick. Check out was the same, very quick. I even received a text after arriving asking how the room was. We had t seen the bathroom yet, or I would have requested to be moved to...

This 3 star reviews make sense to me. The hotel is very nice and new. The parking place is a few blocks from the hotel building. Here is my story begins: I didn't know I had to validate the parking ticket from the front desk. So I ended up paying a bit more so I was trying to understand the situation from the front desk . I called The girl name by "Julia" before I explain the whole thing she said "hotel didn't charge you parking. You paid at the site and it is only $1.50 what is different another words " what is the problem?" She didn't have listening attitude and kept cutting me off. I couldn't continue what I want to explain to her. So I let her know Please don't cut me off ,hear me out and dont give me an attitude. I could heat her frustration demeaning attitude toward me over the phone. So I asked her for the manager politely and she said manager is busy then i was still talking to her and she hung up the phone. I felt like I was talking to a teenager who had a sour attitude. 2nd time I called again the same girl answered she said "she is the MANAGER WHICH WAS PURE LI!E SHE LIED TO ME FLAT OUT. SHE TOLD ME HER MANAGER WAS BUSY ONE MINUTE AGO. Finally I reached the manager about terrible customer service skill Julia provided to me. He apologized and helped me to resolve the issue . He was excellent! Being a Diamond member for many years, I never experienced a front desk person hung up the phone on me and lied to me. I wasn't yelling or screaming or even using the bad vocabulary to upset her I felt attacked and received terrible customer service for very minor misunderstanding She was unethical, lacks basic customer skill, impatient and attitude that can be not acceptable at her work place. LIE (WHICH GOT ME UPSET THE MOST )TO CUSTOMER FLAT OUT WAS unethical ignorant ! SHE WAS DIFIANTE ! Other than...