Holiday Inn - Bloomington W MSP Airport Area by IHG

Location

Na

This was one of the most frustrating hotel experiences I’ve had, largely due to management’s complete incompetence, inability to communicate effectively and professionally. From the start, no one could provide a clear or honest answer regarding their early checkout policy. The city was under a blizzard warning, and we asked to check out a day early giving way more notice than their policy online states. We were staying through team travel and instead of being upfront, management wasted my time with vague responses and unnecessary back-and-forth. It felt intentionally misleading as the sales manager insisted it was on the team travel company yet refused to speak with them. She hid in the back office along with the GM as the team travel manager sat on hold waiting for them to come talk to her. When management finally did speak with the team travel manager later in the evening, they told her they could issue refunds but would not refund us the last night as they were not required to. We checked out early, forfeiting the last night charge as it was a safety issue. The situation was made even worse by the sales manager, whose behavior was shockingly rude, condescending, and outright disrespectful. Rather than attempting to resolve the issue or show any level of professionalism, she spoke in a dismissive tone that made it clear guest concerns were not a priority. She also could have just said that Holiday Inn was not willing to let us check out a night early instead of wasting my time. Equally concerning was the general manager’s complete lack of accountability. She never identified herself as the general manager and instead hid in the back and gave me the email for the GM (herself). That kind of leadership, or lack thereof, does not inspire confidence in how this hotel is run. Between the poor communication, disrespectful staff, and absent leadership, this experience fell far below any reasonable expectation. I would strongly caution others before choosing to stay here. The ONLY positive about this hotel is the sweet woman who helps in the breakfast area. She was amazing and her tips each morning were reflective of her great work.

Location was great. Room was clean. The bathroom was outdated and not too great. The electrical needs updated.

Needs up graded.

The hotel was clean and nice. The free breakfast was a nice touch and the food was good, especially the omelet day.

The Breakfast was great it was probably the best I have had at any hotel.

I feel that the bathroom is to small in the room