Hotel Ivy, a Luxury Collection Hotel, Minneapolis — Hotel in Minneapolis

Current guest- Valet barely acknowledged us upon arrival and only did when we said hello 3 times. He and his buddy were busy talking.

We had 3 rooms. We were hosting others and even though I walked the young man at the front desk several times through the room bookings he still gave our suite to one of our guests. We had to switch rooms. He was nice but confused. New maybe?

Staff in general were very nice in the bar and at the front desk. Front desk does seem preoccupied with their phones, talking to each other and whatever they are doing on the computer screens rather than greeting guests as they come and go or offering assistance. They are nice enough if you say something first but otherwise don’t go out of their way to make you feel welcome.

The young ladies in the bar were engaging. Tables in the bar were never really clean.

The rooms themselves are dark. Very dark. Depressing dark and we have nicknamed the hotel the Dark Hotel. Bath towels feel like cleaning towels. Second day housekeeping replaced our hand towels with 2 dirty hand towels and we had to call down for replacements. The light over one our vanities does not work- still. No one has noticed or cares and it’s not my job as a guest to maintain your hotel. Towel bar came off the wall. We did let the front desk know about that.

Wallpaper in the bathroom is bubbling and coming off the wall. There is mold in the shower. Housekeeping- not good. Clearly did not clean sinks, wipe down anything and barely made the bed. This is our 3rd night and the reason for this review is my husband just went to make coffee and there is no creamer. His comment if the creamer is gone then they must know we use cream - why wouldn’t housekeeping replace it? There were glasses left in our room from the night before- they didn’t bother to take them when they cleaned…(ish). Soap holder, not cleaned. Sinks and floor not cleaned. Hopefully toilet has been. Every piece of paper and crumb on the floors, furniture etc. that was here in our room day one is still here. Gross…not a prayer the room has been disinfected.

Housekeeping cleaner bottle laying in the hallway. It’s weird.

Highlight was the gentleman that brought our breakfast room service our first morning. Top notch and I wish I had gotten his name! Tipped him well.

Second room service for late lunch was late by 20 minutes, wrong - never asked for a double cheeseburger with sautéed onions- they forgot the bacon and it was under done. Server was nice.

That’s all I got folks. Not sure what has happened but the “idea” of great service and pride in work is mostly gone. It doesn’t take much to care about what you are doing. Ask the gentlemen who delivered our breakfast room service. Entire staff could take a lesson from him.

Not…a luxury hotel. It’s just ok though.

Update: Changed rating from 2 to 4 stars. Thank you Mark for your immediate response. I wrote the review and went to breakfast in the hotel. By the time I finished breakfast and returned to my room before leaving the hotel for our outing there was an engineer knocking on our door to find out what was needing repair. He promised he would do what he could to make it right. And he did. We’ve just returned after being gone about 8 hours. Staff were outgoing and friendly upon our return to the hotel. Our room is spotless! Coffee is stocked (husband is happy!). Everything is clean and shiny. Fresh sheets and towels. Bathroom is spotless and light has been fixed. Mark, thank you for doing just as you promised. It is greatly appreciated. Sometimes we get so busy we forget our “why” and forget to look around. Marriott is not in the hotel business. You are in the hospitality business and we are feeling it now. We walked into a very different room tonight. So did our guest in additional room. Consistency is everything. Good job....

I am extremely upset about my recent stay at the Hotel Ivy in Minneapolis. I have stayed there several times between May 2012 and April 2014. My partner and I live in Minneapolis and we like to use the Ivy as a luxury "staycation" hotel. We have even hosted friends and family visiting from out of town at the Ivy. It used to be our "home away from home" and a place to celebrate important events in our lives. We have a family reunion coming up in October and we were hoping to do a block of rooms at the Ivy but we will never be returning there again. Here is what happened on our most recent stay: -We arrived at 4:30pm and our room was not ready even though check in time is 3pm. We had to wait in the lobby for 20 minutes. I noticed that other guests were in the same predicament. The lobby was crowded and full of people waiting to get to their rooms. -We usually love the room service at the Ivy but this time and the previous time were astoundingly horrible. We ordered a Caesar salad that came as a brick-hard, ice-cold wedge of Romaine lettuce, with a few tomatoes, soft and damp croutons, and a few globs of bottled dressing. It was truly inedible. We had ordered 2 bottles of Coors Light but we were informed that the hotel had ran out. They replaced them with Stella Artois but still charged us the difference in price. That is not hospitality.In fact, I am convinced the hotel is lying about the food coming from the local restaurant Porter & Frye. There is no way Porter & Frye would be serving such rubbish to their guests. -The in-room menu for the mini-bar stated that the mini-bar carries snacks as well as drinks. There were no snacks in our bar and we wanted some, so we called the front desk to ask how we could get some. First, the person at the front desk said, "A lot of people ask for snacks, so we should probably think about adding them." When I told her that the in-room menu stated there are snacks in the mini-bar, she was confused and had to call me back so she could "check the list of snacks." Then she called me back and said "oh, those are outdated menus in your room." She then suggested that I walk to Target to purchase snacks. This is not hospitality. -We were looking forward to renting a couple of pay-per-view movies for our night at the Ivy. We didn't see any options on the T.V. and noticed we had an outdated remote control without any "menu" options. We called down to ask about this and the front desk person informed us that the hotel no longer subscribes to Direct TV and that they are "in between" cable companies right now. So we lost out on one of the main reasons we wanted to spend a night at the Ivy. -The remote control did not work at all. -The thermostat in the room was broken. It blasted 65 degrees Fahrenheit all night even though we attempted to turn it to 70 degrees. We did not get any assistance in fixing it. -The carpet was ripped and frayed at the entrance to the bathroom. It was actually peeling off the ground. -There were black, fuzzy stains on the floor of the shower. There were also several hairs all over the walls of the shower. -We were promised a sign to hang on our door to let the staff know there was a small dog in the room. We never received this sign even though we asked for it twice. I am so disappointed in this experience, especially as a Starwoods Preferred Guest. I feel that I actually lost money staying at this hotel, rather than the excellent value I am used to getting from SPG hotels. I have already posted this exact review to Trip Advisor. I can't stress what a truly terrible time we had at...

This place has serous issues with it's booking software, be careful. I stayed here for some friends for a con. We came from far out of town. The problems began as soon as we walked in the door. We had booked online and for some reason their online site had not communicated with their local system meaning they did not have a room booked for us. We spent about 45 minutes going back and fourth between their customer service and the front desk until a room opened up and we took that. At that point they quoted us a price that was almost 3x the price we had booked online. I tried to seek clarification as to what was causing the price spike but they did not give me a clear answer. As the only one at the time who could afford a charge like that all at once I put it on my card, figuring I would get if fixed later. It was near midnight and we had been traveling all evening to get there. My friends gave me their portion of the bill and we got on with our weekend. After our stay I started noticing weird activity on my card as they were refunding me some of my money. I called them and learned that (as suspected) they had over charged us for the room. They were very unclear about what had caused this issue (as well as the original booking issue). They told me that they were making a refund to a card I did not recognize. Given the clear technological issues they had already demonstrated I assumed that they had gotten the wrong card on file somehow. Perhaps the card of the person who had canceled our room? This meant that they could not refund the money to my card. Initially the hotel tried to make this right and told me via a phone call that they would comp the price of the room and that I would just have to dispute the charge with my card company. Fair, I was happy with this outcome. With this settled, I went ahead and refunded my friends as they had given me their portion for this stay as well. Assuming the money would be coming back to me I didn't want to withhold it from them. As it turned out, the unrecognized card number they gave me was my tap to pay card number. I'm not sure why their system didn't log this as a tap to pay transaction or why no one in accounting thought about this as we tried to figure out the origin of this card number. I was admittedly unaware that tap to pay issued a separate card number. Once I realized that the number they had on file was indeed connected to my card I called them back up to see about getting the full refund processed. At this point the hotel changed their tune and stated that while they could refund me for the amount extra they charged, they would no do a total refund. They reason they gave was because shocker their system did not allow them to offer full refunds. This entire process has taken over a month and completely disrupted my finances for the short term. The "system" this place uses does a terrible job with preventing and resolving payment issues. If their system had worked the way it should have that first evening I wouldn't be in this...