The hotel has the pretensions of a great hotel, but it's air of cool is a facade behind which hides a rather mediocre reality.
First, the service. The staff is certainly nice and well-meaning, but the W did not reach the minimum threshold of 4* service when it mattered. I was woken up at 3am by loud music and partying in the room next to me (on a Monday!), and when I called the front desk a stop was immediately put to it. But considering the gravity of the situation (a hotel, at its most basic, should provide a sound night's sleep), there was no follow-up the next morning, no gesture to reassure me of the hotel's concern for its guests.
Yet in contrast to the lack of 4* service when it mattered, there are policies that are meant to allude to such concern. For instance. they call every person who checks in about 5 minutes after the arrive at the room to ask if 'everything is alright?' Amazing that they train their staff to call every guest (unsurprisingly making them sound harried more than friendly), even forcing them to mark of a checklist!, but when a guest is woken up in the middle of the night there's no ingrained culture in place to reach out to the affected guests. Gimmicky and hollow.
Same with the quality of the room itself. At first glance it's beautiful and modern. But go to the sink, and the faucet gets stuck and an engineer has to come explain that he has to replace them all the time for various issues. Or go to the beautiful shower and experience a low-flo showerhead that can barely get the soap out of your hair.
Maybe I was spoiled by staying at the Four Seasons last week, where a hair on the linen elicited a handwritten note, personal call and a complimentary bottle of wine. And it's no secret the W is not in the Four Seasons' league. But one does expect a level of service at a 4* hotel, and the W, despite its pretensions to greatness, too easily reveals its mediocrity.
- Official Description (provided by the hotel):
- The luxurious, historical W Minneapolis Hotel - The Foshay inspires innovative style in a soaring icon of art deco splendor. Take in splendid art, music, shopping, dining and theater. ... more less
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- Also Known As:
- w Minneapolis - The Foshay Hotel Minneapolis
- w Hotels Minneapolis