My family stayed the weekend of October 25th-October 28th ,2019. Housekeeping did not clean our room on the 26th or provide us with fresh towels. I had to ask the desk for new ones at 5 pm. The room was hot and the ac did not work properly. The shuttle driver who picked up passengers from The Mall of America at 8:00 pm on Saturday did not wait for his passengers to exit the bus. He turned the bus off and went inside the hotel. At check out we were not asked if we enjoyed our stay. Overall I feel customer service is lacking and needs improvement.

I realize that location is one of the factors in pricing rooms but the hotel is a little overpriced for the condition of the rooms. Could the TV be any smaller?

As a gold member I would have appreciated receiving a gold member welcome. I was paying for two rooms that night! Evidently it is hit or miss as the next people who were checked in, not gold members, received welcome gifts for just being Bon Voy members. That I won’t forget.