Best Western Bloomington Edina - Minneapolis

We stayed five nights, and the location wasn't bad: about 10 minutes by car from MOA, 15 from terminal 1, and 20 from Twin cities outlet mall. Still, don't stay here if you have another choice. The rooms were very dated, nothing like the website photos. It was so cold that ice formed inside a window and the curtains froze to the glass. The water pressure was weak, the drain barely worked so we stood ankle-deep in bath water, and the loud wall AC kept us from sleeping well. The rooms weren't cleaned once during our stay, and towels, shampoo, and soap weren't replenished, so we bought supplies at the closest target. There seemed to be no supervision over who came in. We saw random people enter, get coffee, and leave, and people sat in cars outside smoking weed. The smell was all over the first and second floors and in the elevator. Breakfast quality was as low as you can imagine. A sign said it was complimentary and asked guests to watch how much they took, but if you came around 9, barely anything was left. At 7 there was a full breakfast. It might be $100 cheaper than other places, but this was the worst Best Western we've stayed in.

The one good thing was the breakfast, and the young man at the counter was very nice. When I arrived for the weekend, the first thing I smelled was marijuana. The keys I got didn't open my room, and later, after going outside for a cigarette in respect of the no-smoking rule, I got locked out. My keys had been deactivated even though I'd rented for more than one day, so I had to walk around to the front for replacements. The room's USB port didn't work either. The restaurant next door only opens when they have someone available to work. It snowed during our stay, and the sidewalks hadn't been shoveled.

The rooms were very clean, apart from a bug I smashed on the sheet. The drawer under the TV wouldn't stay shut, and the cleaning staff must have noticed, so they should have called maintenance. There's missing molding and paint by the elevator. They need a much better maintenance crew. Snow clearing and salting gets an F. The outside doors were a skating rink. They can't afford sand or salt? That's a lawsuit waiting to happen.

I sent management this complaint four days ago and still haven't had a response. I booked through hotels.com, reservation # 73352949424450, after specifically calling to ask if the hot tub worked. I was told YES, but it was broken when we arrived, and that's the main reason we chose the hotel. There were several unsafe problems: slippery ice right outside the entrance with no effort to clear it, a door security latch barely held by its screws, and an outdoor entrance by Denny's that wouldn't accept a key card. That was dangerous in the cold. The heating unit smelled and was very loud, and frozen windows with ice on them let cold air into the room. The pool was freezing, and its door let in cold air and ice. Everything was dirty and run down, and guests were fighting in the halls and slamming doors. I could go on. I can't believe Best Western would put its name on this hotel or that hotels.com would list it. I'm asking for half my money back as fair compensation for inaccurate photos and amenity listings, plus the broken and unsafe conditions. Please tell me whether I can expect that and what you'll do to fix these serious issues.