Hilton Garden Inn Minneapolis Airport Mall of America

The room was good and as expected, and the front desk staff were friendly and helpful. The real standout was the service during this overnight stop before our flight. We'd rented a car, dropped our luggage at the hotel, then returned the car and called for a ride. The hotel sent someone to pick us up at the airport, and they arrived about 10 minutes later. We also booked a 630 drop-off at MSP and left at that time, reaching the departure area without any trouble. Both drivers were very friendly and seemed to enjoy their jobs. We'll stay again if we need to.

The hotel itself was pretty nice, but the service was awful. I booked a king room and got a queen instead. When I asked for it to be corrected, they called the manager instead of helping me. The manager came out defensive, and I was so confused by the interaction that I went back to my room rather than argue. Hotel housekeeping also took my toiletries, then denied it when I asked. The front desk was rude and inconsiderate, and I wouldn't trust the housekeepers. I'd take my business elsewhere.

I was stranded here during bad weather and an unfortunate layover, and was shocked by the customer service as a Hilton Honors member. At check-in I asked when the lounge was open and was told until midnight. I got settled and went down to order food at 10:03, only to be told the kitchen had closed at 10:00 and they wouldn't make an exception. What the hell? After 40 years in North American sales travel, I've never had this sort of response at Marriott. The attitude here was basically that they don't care, and it left me shocked. Hilton seems to have forgotten its clients.

I'm very late writing this, but here's what happened. On January 31st, a blizzard delayed our flight, there was no pilot, and we were stranded. Delta gave us a voucher for a hotel night. Noura at the front desk was incredible. I didn't have a card for incidentals, and my job had arranged the flight but wasn't available after hours on a weekend to sort it out. Noura worked her magic on the keyboard and fixed things. While she took a call, Greg kept me informed about the area and breakfast, and stayed attentive. Jim, the shuttle driver, got me back to the airport on time. They made me feel seen and safe. They listened, didn't blame me, and found solutions. Thank you Hilton, and especially Noura, Greg, and Jim. I don't even have the words, for real. Follow me on @ohmyGodsby so I can get y'all's cash apps, or someone give them to me. 📈📈