What should have been a convenient and comfortable experience—given your proximity to the Mall of America and your brand’s reputation—turned into a series of frustrating and unacceptable interactions that fell well below even basic standards of hospitality.
Throughout my stay, I had repeated issues accessing my room with my key card. I visited the front desk four separate times to report the problem. On each occasion, I explained that the card worked in the elevator and for lounge access—clearly indicating the issue was not with the card itself. Nevertheless, I was repeatedly handed a new key without any investigation or troubleshooting. At no point did anyone follow up or attempt to diagnose the real problem.
Adding to this, when I called from the room to again report the issue, I was told that room key problems could not be addressed over the phone. The lack of concern, initiative, or problem-solving from your front desk team was shocking and frankly unacceptable.