My two young sons and I arrived on a late Amtrak train. We got to the hotel close to midnight by cab. We got out of the cab and struggled with our luggage only to see a doorman standing inside the door not doing anything it appeared. Having a doorman or bellman to help arriving guests would be a great idea for this hotel to implement. We went to the front desk which is huge by the way and saw two guests standing there....except no desk agents to be seen anywhere. We stood for about two minutes and an agent appeared from the back. Please see photo to confirm this. Seems they could have an agent at the desk. The guests in front of us were not very happy. I have no idea how long they waited. The clerk walked up to them and asked if he could help them, so it was obvious he was not in the back helping them.
I asked for dining options for us and there were none available in the hotel since it was about midnight. The clerk at the desk suggested ordering pizza. I asked if it could be taken up to the room and he said no as it was a security issue to not allow pizza delivery drivers access to guest floors. I really wish that an upscale hotel would see that a father is with two hungry and tired small children and allow a pizza delivery person to simply come to the room. Other hotels have seen this need and been most accommodating but not The Hilton Minneapolis. I could see this policy if you needed key access for the elevators but anyone can use the elevators at this hotel without using a key. Policies like this are there to generate revenue for the hotel restaurant plain and simple. So we went to bed hungry as the kids did not want to come back down and I was not going to leave them in the room alone. So thanks Hilton for the lack of sensitivity when it comes to taking care of your guests. If security was an issue you could have offered to have a security officer escort the delivery person to our room, In the hospitality industry sometimes you have to bend a policy to ensure guest comfort and satisfaction.
The room was clean and comfortable. A small room at the end of the hallway with a view of the city. Being a Hilton Silver member I did expect more in the way of service.
I understand the policy of no pizza delivery to the rooms but in the hospitality industry the employees should be empowered to make decisions which are in the best interest of the guest. It is obvious that this Hilton does not allow it's employees to make decisions in the best interest of guest service. I simply hope the General Manager of this hotel sees this review and comes to understand that his hotels policy resulted in a guests children going to bed hungry. The actions of this Hilton has resulted in this being my last stay at any Hilton branded property. A total and complete lack of caring. A pretty hotel and awesome rooms mean nothing without great guest service. I have received a more warm welcome and better customer service at some one star properties that I received at this Hilton.....we checked out and the desk clerk simply said 'you are all set".....not even a thank you. Sadly I am a repeat customer of this hotel and my previous stays were awesome.....seems the old saying that employees truly make or break a company is very true.
- Official Description (provided by the hotel):
- Experience style and elegance when you arrive to the city’s largest Four Diamond Hotel. Hilton Minneapolis is conveniently located in the heart of downtown and connected to five miles of climate controlled skyway. Hilton is just steps from Nicollet Mall where you can enjoy shopping, bars, restaurants, street cafes and quaint coffee houses. Our hotel features 821 deluxe guest rooms and suites, 24 hour business center, wireless internet (nominal fee), complimentary fitness center, indoor pool, in-room dining, and SkyWater Restaurant & Cocktails. ... more less
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- Also Known As:
- Hilton Minneapolis Hotel Minneapolis
- Hilton Hotel Minneapolis
- Minneapolis Hilton Hotel