The Grand Hotel Minneapolis

First of all, nowhere on Hotels.com or the actual hotel website does it say this property is under major construction. When you enter the makeshift lobby (which you have to climb 11 stairs to do), it feels like a Motel 6. Some staff members tried made the most of it (we stayed over New Years and loved the woman who made the photo booth in the lobby!), but most seemed aloof and like answering a question was a big inconvenience. We had a ton of luggage and no one offered to help take our bags up the many stairs, load them on to a cart, take the cart upstairs, or bring the cart back down. Definitely unwelcoming, definitely not what I expected from a 4+ star place. The rooms themselves were great, but both my husband and my keys quit working every single day (we were there 5 nights) and the robes that were supposed to be in the room were only available upon request (but by the time you think to ask, you need it!). Also, the tub was great, but the only shampoo was in an unmovable container in the shower. There was also always leftover room service in the hallways - day or night. The restaurant assembled in a banquet room was decent for breakfast (buffet). We appreciated the hotel being on the skywalk. In sum, I wish we’d known about the construction so we could manage expectations and that the service had offset the cosmetic and other annoyances, but it was sorely lacking. We should’ve stayed with our friends at the Renaissance nearby instead.

The toilet in our room had a small leak when we checked in late one evening and during the night it stopped flushing properly so we notified guest services at 0730 the next morning to get the toilet fixed. We when arrived back at the hotel from a day out at approximately 5pm the toilet had not been fixed or even inspected yet. After two maintenance people tried twice to fix it we requested a new room. We were told that the hotel was completely full. So we called the parent company to request additional help/support. Upon being placed on hold, our room phone rang and we were told that they had another room available to us. Then the customer service agent that picked up on the line we were holding was the lady at our front desk. Hyatt had called the hotel and speaking to the hotel they magically had another room available. I would have never expected this from a 5 star hotel.

The hotel is under renovation. I would not have stayed there had I known it.

Hotel in under heavy renovation. There were limited services available

Nicest hotel I've ever stayed in! So luxurious and beautiful!