Holiday Inn Express & Suites Eden Prairie - Minnetonka by IHG — Hotel in Minnetonka

First, let me start with the good. The hotel is clean, and the beds are fairly comfortable. However, this hotel is lacking in professionalism of some of their staff. Let me tell you a little story... According to the rules the hotel set forth regarding using the hotel pool, our group reserved the pool a day in advance. When our group's appointed time to use it came, we found that the staff had allowed another group to use it during our reserved time slot. (the front desk has the only key to the door to the pool) Now, maybe if the staff member had acknowledged that a mistake had been made and had tried to resolve the issue equitably, there would not have been an issue. However, the staff member adamantly refused to apoligize for the mixup, admit the mistake, or do anything about it. And then, just to prove her point, she called the police and had a member of our group removed from the hotel because he insisted she do something. Lest you think that was the only customer service issue I experienced during my stay, before the pool incident, she demanded that my family needed to leave the public seating area in the lobby, telling us we could not eat there. This was AFTER she had walked past me two times. I double triple checked, and there are NO SIGNS anywhere that said eating was not allowed in the public seating area. The signs only said to maintain social distancing. If sitting or eating was not allowed, they should have had signage or removed the chairs. It's like she was on some kind of power trip, arbitrarily making up her own rules as she saw fit. Finally, and most ironically, this 21st century Napoleon allowed a group of at least 15 hoodlums to enter the hotel at 11:30pm, whereupon they spent 10 minutes roaming the hallway on our floor, banging on doors, loudly yelling profanity, and waking my family and others up before moving to the parking lot in front of the hotel where they continued to do the same for some period of time. These people were not guests in this hotel, but were allowed to enter and disrupt the peace. So, to wrap up my review, the night-time customer service at this hotel leaves much to be desired. Somehow, it is acceptable to summon the police when a customer has a valid complaint about the hotel's failure to follow their own rules, but when a band of ruffian bruisers wants to roam the hotel unchecked, they do nothing. Sadly, based on my experience, I can not...

I do not recommend staying here until they get the remodel complete!!!! This building is currently being remodeled on Every floor. The halls are full of contractors and dust. Alot ofDust!!!!! The rooms smell of strong chemicals from flooring glue and paint. Every morning waking up with sinus issues and a sore throat because of it ...not pleasant!! Unless you like the sound of beating, Scraping, and banging at 8am and dust all everything do not waste your time staying here. No discount for dealing with all of this either. And yep I guarantee you did not see that included in the listing either. Contractors tying up the elevators with rolls of carpet and materials... Management is not very friendly with no personality.

Make sure you Bring water because a bottle about 20oz was 4.50... Toilet would not flush first time used and over flowed. Rooms are very poorly lit. When you come into your room, one light works and you have to go all the way across the room to turn on a lamp or lights on the wall beside of the bed or a table lamp. The room has been redone for the most part but not really impressed with the design. Whether you chose the double or one bed all priced the same. Room was a basic one bed with things that a normal one person stay will not use...like the following...desk,couch, chair, Room does have a microwave and fridge which will come in handy if you prefer to get something ubered or doordashed to you, and water that isn't overpriced and snacks. If you will look T the picture of the ice machine you can tell how much dust you are breathing in....and I'm sure it not in the ice either....???? The breakfast is ok with the pancake machine ,cinnamon rolls, cheese omelets, undercooked bacon, apple sausage links, yogurt,cereal, biscuit and gravy, dry toast and bagels. The juice machine when used had things floating in the bottom of the cup...not sure if it's sludge build up from the dispenser lines or something else. I was kinda glad the coffee was black so I couldn't see any floating things in it... All in all when you look around at this area there are alot of more options that would probably offer a a better experience for the same price. I will not be staying here again and I recommend you don't either. I made the mistake of staying here so you...

Did not have a pleasant check in experience. The coffee bar was completely depleted and the front desk agent indicated that she was the only one on staff and did not have the time to do it yet. I wanted to change rooms because of a noise issue but they wanted to charge me an extra $30 per night because the same room type was not available. As a loyal IHG member and as a user of this property before, I believe I should be given the mini suite because no two queen beds were available. I was told they can give me a room in another floor the following day which I did not accept. I asked for the manager and the front desk attendant claimed to be the manager but could not authorize the "upgrade". I indicated as an IHG member and because the same room type was not available, she should be able to upgrade me to ensure that my stay was an enjoyable one. She then called the Front Desk Manager and General Manager and they both refused to grant my request. Let me add that the reason I wanted another room because there was some sort of event happening and the lobby area and breakfast had 50 teens and adults having dinner and the noise was unbearable. My room was on the main floor a few doors down from where all this commotion was taking place hence the request to move. This was about 7:30 pm. The upgraded room was available, not reserved by anyone and the hotel was practically empty the following night. I was not happy before checking in and remained unhappy for the 2 nights because of the check-in experience. I guess rules are there to be followed but making sure that customers are happy and pleased throughout their visit is also important. I couldn't understand why waiving that $30 upgrade fee would affect the bottom line of this location. My room was prepaid as a gift so that may be the issue but I chose this location because I'm an IHG member. I know I would not be receiving points for my stay aknethat when I booked the rooms but being a loyal IHG I still wanted to stay there. There were quite a few other establishments in the area I could have chosen. This experience made me feel like never staying at an IHG...