Sheraton Minneapolis West Hotel

I keep coming back for the location and how clean and comfortable it is. It’s not brand new, but the pool is always clean and quiet when I’ve stayed, and the showers have good water pressure. The staff are consistently nice and helpful. You can walk to Ridgedale for shopping, or it’s about 7 minutes to Target center and downtown. The area is quiet and tucked away from the other hotel.

The rooms are spacious and clean, and the mall is within walking distance. Breakfast was wonderful, and the pool and hot tub were very nice. Our room stayed too hot because we couldn’t turn off the heat. Maintenance came to shut it off, but the temperature never dropped below 72. When we complained, the hotel was accommodating and gave us free breakfast. I’d stay again.

The staff I dealt with were outstanding. Sherri in the club lounge and Nicholas at the front desk both deserve 5 stars. My one-star rating is about management’s customer service. After checking out of the Sheraton Minneapolis West, I found a $542 smoking fee, including tax, charged to my card. I don’t smoke, and nobody in our room smoked or vaped during our stay. I was traveling with a child who was still in a crib. The hotel gave me no evidence of smoking. They said a “sensor” had gone off and acknowledged that hot showers can trigger it. That event happened in the middle of our 7-night stay, but nobody said anything then or at checkout. Finding the charge afterward was extremely disappointing. It took 4 phone calls before I reached someone who could get a callback arranged. The new manager, Mara, relayed the official response: the GM, Deepak, had told her they don’t refund charges from faulty sensor events. I escalated it to Marriott because that response doesn’t meet the professionalism or fairness I expect from a Bonvoy property. I also found several recent online reviews from other guests describing the same problem, so this may not be an isolated case. I hope the hotel and Marriott review how they verify smoking claims before applying such a large fee. A “sensor alert” alone isn’t enough to penalize a guest.

We appreciated being able to bring our pet. Room 125 had a leaking faucet, the TV and phone didn’t work, and the shower vent wasn’t working either. Shylynn quickly found us another room on the same floor, near the pool as we’d asked. Kendra checked us in. She was new, but managed the pressure of working alone well. Management didn’t support her unless she asked, even when the line was long.