The Grand Minneapolis-A Kimpton Hotel, Minneapolis

Had a billing issue that took multiple contacts to resolve. Had to specifically request maid service. Very Disappointing.

I have to admit, I have never written a complaint letter but having been a customer service manager for years, I can safely say this is well-deserved. I have never been so disappointed in a hotel in my life. Upon arrival, the valet is difficult to find and very under staffed. That's understandable but we never received an alternative. Our room was cramped and claustrophobic. We voiced our concerns to the front desk and were told 20 minutes later, they could give us another room for an additional $130 a night. This seems preposterous after spending $200 a night for a terrible small room that I believe was never advertised as not having an outside window. The "window" looks out into an inner courtyard with 5 fake plants. Not exactly pleasant to look at. Now since I'm complaining the remote didn't work, the sink was plugged and all my folded clothes were moved and left crumpled, my suitcase moved and shut with my intimate items falling out. This was all quite disturbing but the hardest thing was receiving no customer service what so ever. The doormen seem bored and the pool staff are not friendly. We asked Matt for assistance with our room cards not working and received a snide remark and an eye roll. Not great value for our money. I'll never stay here again. I'll never recommend that anyone else does. I would hope they could find a manager that motivates their staff to at the very least, be happy. This was the Grand hotel on 2nd and 7th, downtown Minneapolis. In all honesty if we hadn't already paid on Orbitz, we would have left the first day.

I only stayed for one night and the actual visit to the hotel was fantastic. Room was great, service was fine and an excellent stay overall. Why the disappointment? Bad follow-up for a problem; three times i have called to obtain a copy of my reciept, three times it was promised to me, it even took my number to call; unfortunately still trying to resolve this nagging issue. As a business traveler, especially in today's age, this is a bigger problem than maybe it ought to be, in any case, that is where the disappointment comes in, weak processes and response. I will choose someplace else next time. As nice as the hotel is, they are commodities, unfortunately that this one forgot it is in the service busieness.

The Grand is such a beautiful hotel. Can't wait to go back! The service could have been a little better but overall it was a nice stay.

The Hotel was nice - but -- they failed to explain the parking - we parked across the street in the Northstar building - cheaper than their valet parking -- also we didnt get our room cleaned - we had been out shopping when we returned over 5 hrs later the room wasnt cleaned - I aske the maid and she said she wont clean when we are there so we were tired so she didnt clean it -- I called the desk and they clean it while we were at dinner - but would have liked fresh towels before. The best part was the sushi -- very good - all you can eat on Sunday night Over-all I expected better - I have stayed in nicer places for about the same price

We stayed here on a house hunting trip in November and could not have had a better stay. Just gorgeous, completely snuggly and warm. Marvelous bathroom with huge bathtub for soaking and wonderful Aveda products everywhere. Walking distance to all of downtown and Nicollette Mall......just perfect! And on top of all of it! A short elevator die to the Athletic Club with awesome lap pool and fantastic athletic club. Just wonderful.

IT WAS THE WORST STAY EVER I WILL NEVER COME AGAIN THE PRICES ARE TOO MUCH FOR THAT KIND OF SERVICE!!! WARNING DONT GO THERE

I loved it all. It was a great place to say and I will surely go back there some day. I totally recommend it to EVERYONE. If you can afford it go there.

An evening at the Grand was a gift from our children. We left and went home at 1:00 AM after experiencing an entire evening of poor service and frustration. The hotel is gorgeous and the room was perfect, with all the little extras mentioned in other reviews. But when we started out in an elevator that lurched to a dead stop between floors, stranding us for a hot and scary 20 minutes, I expected some outstanding customer service to smooth things over. Unfortunately, the walls may be made of concrete, but the floors, ceiling, and walls surely can vibrate when a party gets cranked up. There was a very lively wedding party going on a floor beneath us that I could've sworn was right next door. Offers to move us to a higher floor were unsuccessful due to the difference in rooms, so he angrily left and drove the 80 miles back home. First, though, we had to wait on the street corner for another 20 minutes for valet service since the front desk did not process our request for our car to be brought around. We did not get so much as an acknowledgement during the elevator incident, and a less than sincere apology when we checked out at 1:00. I would not accept another gift reservation to the Grand!

They don't know what service is! It shows in the other hotels that they run as well. They need to make it easy for the guest to spend their money; instead, they try to squeeze every last penny from you.