The location is perfect if you are planning to go to the Mall of America. The room was nice and comfortable. The hallway was muggy and smelt musty. But, the customer service is the reason for this bad review. The check-in experience...
Read MoreThe location is perfect if you are planning to go to the Mall of America. The room was nice and comfortable. The hallway was muggy and smelt musty. But, the customer service is the reason for this bad review. The check-in experience was the worst I have ever had!! I had booked a room via Priceline. Our flight was delayed and we were going to check in a day late. I called Priceline the day I was suppose to check in, who put me on hold and called the hotel directly. When Priceline returned to the line they said no money could be refunded, but Hotel Blu agreed to hold the reservation and allow me to check in a day late, which is all I wanted. But, just to be on the safe side, after speaking to Priceline, I called the hotel directly myself, via the local number listed on their google profile with a 952 area code. I spoke directly to the front desk and they confirmed what Priceline had said and assured me that they would go ahead and check me in and that I would have a room when I arrived a day later. They also said they would document this on my reservation so their "team" would know what was going on. However, the next day when we arrived to check in, the lady at the front desk, Louise, was so incredibly rude as soon as I explained the situation. She insisted that I did not have a reservation, even though I provided her with my reservation number. She said my name was not in her computer at all. When I showed her the local hotel number I had called in my phone she insisted that phone number did not belong to this hotel. She said it was the phone number for their national call center therefore she didn't know anything about my room nor my situation. She also said that because my reservation was booked through a third party there was nothing she could do to help. She continued to get more and more defensive with every question I had and finally she said I would have to speak to a supervisor. She couldn't be bothered to call a Supervisor to come and help but instead she said I would have to just wait until one showed up, then she literally shooed me away with her hands stating that I needed to move away from her desk so she could help other guest. The supervisor did show up quickly and was nicer to deal with but continued to lie about the phone number, the missing reservation, etc. After 10 min of asking for my name over and over again while looking at her computer and claiming she had no record of my name nor reservation she miraculously found a set of physical room keys with my name already on them in a box right beside her computer. A box she had already looked through while I was standing there claiming my keys were not there?!?!? The box had several sets of room keys in it which I would assume belonged to guest, who like me, had been checked in before actually arriving. The whole interaction was so weird and obviously full of lies. Never once did either lady apologize for the mix up. I did call the local phone number again once I got to my room and whoever answered did confirm that it was indeed the local number directly to the hotel. Just for comparison, I had also rented a rental car on that same Priceline reservation and there were no issues at all when I picked it up a day late. First impressions really do matter and this was a really bad one, so even though the hotel is nice I would not recommend staying there.
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