Courtyard by Marriott Minneapolis Maple Grove/Arbor Lakes

Room 333, at the end of the hall, had plenty of space for the two of us and was very quiet. The room was clean and nice, with a pull-away TV, microwave, coffee maker, fridge, tub, plenty of soap and shampoo, and blackout drapes. The pool was nice, and the hot tub was amazing. The exercise area was adequate too. We had a really nice two-night stay at this Courtyard by Marriott hotel in Maple Grove. The front desk greeted us right away and check-in took very little time. The lobby has breakfast and coffee, plus a bar and restaurant. Checkout was quick, and we'd definitely stay again. Thank you.

A medical emergency meant my fiancée and I couldn't arrive Friday for our Friday-to-Sunday stay, so we planned to come Saturday instead. She called and talked to Justin at the front desk, who said that was fine. Then she got another call saying the room had been canceled because they couldn't “hold it.” We lost $370 because Justin completely screwed us over. The person my fiancée spoke with said I'd get an email offering a free night because of their mistake, but nothing has arrived. I'll never stay at Marriott Hotels again, and we'll tell friends and family what happened and encourage them not to get treated the same way. Like someone else, I'll take this to corporate and see that Justin is held accountable.

After more than 56 nights with Marriott Bonvoy this year, this was easily my most disappointing stay. I got there at 4:13 p.m., just 13 minutes past late checkout, to pick up my belongings. My equipment had been tampered with and my things were already bagged. At the desk, Elena Atwood and Justin Gault were condescending and dismissive instead of professional or understanding. I was told the room had been fully cleaned, including a bleached bathroom, made bed and vacuuming, all in those 13 minutes. Either that was rushed to an unsanitary degree, or they started moving my things before checkout time. Now I have to reorganize and inspect my belongings before a flight for an important presentation. I asked why they hadn't called. Elena Atwood smirked and said she just didn't have time. Rotten! I work in guest service and hospitality, and the lack of care, honesty and respect was shocking. I can't recommend this place to anyone who values professionalism or trust while traveling.

Our room faced the freeway, and traffic kept us awake all night. The walls were so thin that at 10 p.m. we could hear next door's voices as if there were no wall, and later even heard the guests snoring. At 4 a.m. a loud bathroom noise nearly gave me a heart attack, probably the neighbors using the toilet. That's how it sounded even with earplugs. At 6, an alarm clock went off in our room though I hadn't set it and didn't need to get up until 7. It seems to remember an alarm after it's set once, a terrible choice of clock for a hotel. The front desk told us complaints weren't handled until after 10 p.m., which was frustrating after an early flight when we needed rest. The gym was no better. Eight boys in soaking wet clothes barged in, walked barefoot on my yoga mat and dripped on the equipment. Neither staff nor parents stepped in, so I had to handle it myself. Staff seemed resigned to babysitting. Adults acting like this would have been escorted out, but the behavior was allowed. The place appears appealing and staff seemed friendly at first, but the hotel was chaos. The desk agent warned us it “can get noisy,” but we thought that meant minor disturbances. Apparently the property draws hockey tournaments and children's events; unsupervised kids screamed in the lobby, sat at the bar where alcohol was served, crowded the pool and hot tub, and ran through halls and jumped in rooms above us late into the night. Parents were often visibly intoxicated. The website doesn't mention this, which feels misleading. At checkout we were told, “I told you it could get noisy,” as if booking was our fault. A bartender later said this happens weekly, but guests aren't warned. We would have stayed elsewhere if we’d known. The room air felt stuffy and muggy despite moderate October weather, when we didn't need heat or AC. I left the fan on while we went to dinner, but the air still wasn't fresh when we came back. The AC vent was quite dirty. Breakfast was typical for Hampton Inn, though the coffee had to be carried from the lobby over two or three steps. It would've been nicer closer to the food. No Splenda was by the coffee or in the room, though a few packets were randomly among the condiments. The oatmeal was gluey and barely warm; the only fresh fruit was unripe bananas and red “delicious” apples. The yogurt was cheap and full of preservatives, and the coffee pretty bad. At least the staff were nice and accommodating, there were free evening cookies and a great tea selection. The mattress was comfortable, water pressure was good, toiletries were nice though I got only a few drops of conditioner, and the body lotion smelled lovely. The lobby had a fountain and water bottle refill station. If you have to stay here, ask for a room that doesn't face the freeway. This was unlike any hotel experience I've had, especially one with the Marriott name. Poor management and transparency, and no basic consideration for guest comfort. Look elsewhere for a peaceful stay.