Where do I start with my review? The primary purpose of our visit was for my wife and daughters visit to the American Girl store at the Mall of America. I had heard that some hotels had an American Girl package where they got a bed for their dolls which they could take home. Also they would get a milk and cookie snack delivered to our room. Also part of the package was breakfast buffet for all 4 of us. I had called prior to booking the room asking if they have extra beds that they sell so each of my girls could have a bed for their doll. When I called I spoke with a desk manager Jesse who advised that we could purchase an extra bed for 15.00 when we checked in given that they had extra beds. I was given the impression that it’s normal to have 1 or 2 extra beds around so I had a good chance of being able to purchase one but also understood there was a chance that they would only have beds on hand for those who booked the package. So I booked the room with a notation about the bed and plan to call on morning of our arrival to see if they had the extra beds. I also booked a room for my mother in law who planed on coming on the trip.
I called on Saturday morning only to first hear that they are short a bed so at first I thought that both of my girls are out a bed for their dolls. They told me they were looking into getting beds and to call back in a couple hours. After a couple hours I called back and asked for Jesse who advised me they had the bed for my package but couldn’t locate another one but told me they sell them at the American Girls store so there was partial relief for me and my family for the last hour of our drive there. Once we arrived for check in we were advised the same thing that we could purchase one at the mall. Also we were asked what time we would like the milk and cookies to be delivered and we asked for 9:00pm.
We checked in and the room was nice and clean but no better or worse than any other hotel that I’ve used around the mall for 100 less a night. After we unpacked our van we headed off to the MOA only to find they don’t sell the beds like the one the hotel uses. They do sell doll beds but they are tailored to a particular doll and cost 60.00 or more. We checked with a service manager at the store and they advised us that the package is set up with Hilton hotels and they can’t even order the beds. Needless to day they weren’t happy that we were told the beds were sold there.
After spending the evening at the AG store and mall we returned in time for the girls to have their “cookie time” with their dolls. Once 9pm came and went we went to call the desk at 9:15 only to find our phones in the room didn’t work. My mother in law went down to her room to call and was told they would be right up. Another 30 minutes go by and still nothing. So yet again we call from another room at 9:45 and then they arrive finally just before 10pm.
After they finally arrive I went downstairs to get a snack from their shop only to find one poor desk clerk trying to help a line of 7 or 8 people checking in. I figured it wasn’t worth waiting 30 minutes for a bag of chips so I headed back up to my room. The hotel had a wedding that night and I can’t fault them for it but it was rather wild and it seemed to spread out beyond the 2nd floor. While going back up to my room the elevator stopped on the 2nd floor. A large group of intoxicated party goes decided they would run into the elevator like it was flash mob. Somehow the elevator made it to the 4th floor and I had to practically push these idiots out of the way to get off. I decided to forget going back out to try to find a store or gas station (which by the way are none any where near this hotel) because I didn’t want to repeat my elevator experience.
During the night I was awaken by someone screaming “wake up we are back” over and over. The sound was just like it came from someone in my room. I have no idea if it was an adjoining room or above or below me but it woke me up at 1:30. Then I could hear the wedding party going up and down the hallway clearly not caring that other people were staying there. I know the hotel can’t really do much about this at the time it happens but for such an expensive hotel you would think it would be more sound proof. About 6 in the morning I was awaken by the smell of coffee that had been brewed in a room next door. It was so strong I could have sworn it was made on the table right next to me. It’s a nice smell to wake up to but still it shows how the rooms are not very tightly sealed for smell or noise.
Once we got up, got dressed, and packed the van we did use our buffet tickets. The buffet had really good choices and was fresh and well maintained. Then I went to check out. I expressed our concerns about the bed issue, the delay in getting the cookie service to us so late, and that our phones didn't work. She was nice and offered a genuine apology for the issues.
This is where I get a little more upset with our visit. As I mentioned my mother in law stayed in the hotel a few rooms down from us. After we checked in she found the lock didn’t work so they called up a person to replace the batteries in the lock. Then later that night her TV stopped working and they had someone come up to fix the outlet it was plugged into. When she went to check out about 20 minutes after me she spoke with the same desk person and expressed what had happened during her stay. The desk clerk then gave her a discount and lowered her final bill by $40.00. I wish I could have been given the same consideration when I checked out with all the issues we had but all I was offered was an apology. Needless to say next time we visit the MOA which is often I’m staying away from this hotel.