Hyatt House Mall of America MSP Airport

HONEST REVIEW: The room was very cute and clean. All around great location next to the mall. The staff was AMAZING especially Haley and Joe. Haley was by far the best receptionist we have had while traveling. She was very kind, very personable, and helped with any issues we had. Joe was by far the best bartender we have also ever had. He was very quick to make sure we were taken care of and was all around an amazing individual to have a conversation with. 10/10 recommend the location from the mall, how clean and cozy it was, and all around the spectacular staff!

My family stayed to spend three days at the Mall of America. It was great to have shuttle service to and from the airport. We walked to the mall easily and there was also shuttle service to and from the mall a few times a day. Breakfast was fantastic. The room was large enough for us to be comfortable. The staff was super friendly but the hotel was fully booked while we were there and everyone working was crazy busy. But other than lots of people at breakfast and lots of pool goers, the hotel never was too loud or anything. The beds were comfortable and the room was clean and breakfast was good. We loved the mall and I hope to return to the hotel and mall again.

The property is great. The building is still new and the room is clean. The hard product is top notch.

However, the soft product is concerning. I went to the front desk to ask for toothpaste, typical standard things at any hotels or even motels. Well they ran out of toothpaste because there’s a “shortage” and they haven’t seen them for some time. Rather than the management ordering the sample size from Amazon in bulk, their solution is to sell them for $5 bucks as a “courtesy” to their guests. $5 gets you a sample size toothpaste. Great, they ran out of free toothpaste but I could sell you one.

The issue isn’t about not having the toothpaste, the issue is when the hotel management KNEW they were on back order so rather than finding a solution, they decided to sell it at 5x the rate and stated its for “YOUR convenience”. These are basic amenities for hotels, especially under the Hyatt umbrella.

When I addressed the issue with the front desk, the typical “shrug, we are the messenger, we don’t make decisions”. Not to mention, they have zero regards to your loyalty status, no greeting, no recognition, no water, nope, nothing BUT so quick to charge you for parking.

Rooms are lovely and bathrooms well appointed.
Staff requires additional customer service training to provide consistent answers and also know the rules of the hotel. Leadership does not have backup for employees that are ill or quit. For example the night we arrive we were told the bartender took the day off and the second night we were told the bartender quit, hence no bartender available the entire 5 days we were there. Breakfast was excellent but staffing inconsistent. The first morning everything in the dining room and in the eating area was very well cleaned up and kept organized. On another day we were told one of the people did not come into work and hence there was food around the food tables and empty dishware all over the dining room.

My family of 3 stayed 8/18/24. Check in was so-so. No explanation of where pool, gym or directions on where our room were. After reading some reviews, I didn’t have too high of expectations of our room. Also, No mention of paying for parking, I had to ask why my bill was higher.

Most importantly, we had a nice, clean room. Our king bed was unbelievably comfortable, the shower was top notch. Breakfast was bland and hashbrowns were stale, but you really can’t complain of complimentary breakfast. Coffee tasted great.
Pool was nice, comfortable out door patio and impressive fitness room. When we left, customer service was much better and everyone was smiling. Will definitely be back.

We had reservations to stay at this property 10/19. When we arrived at 6pm, they let us know there was a water main break that also caused electrical issues. They couldn’t access the systems to check people in or issue room keys. And well, the water was out. They did a great job handling a usual situation. They told us they would refund our room if we decided to find another hotel, offered to find us another hotel, and took our number to check on us later and update us.
We stayed at another property and the manager called us around 9 to find out if we had booked at another hotel and to let us once the system was up, they would refund us and they would also compensate us for the additional cost of the room we found.
Great customer service and we will be booking here again. It’s a great location for Vikings games.