Crowne Plaza Suites Msp Airport - Mall of America by IHG

Reviews

• SJ

  Sharon Johnson

  Apr 21, 2026
  5.0
  Leo at the front desk made absolutely sure our stay was fantastic!!! We appreciate you Leo 💜
• DC

  Deleon Carr

  Apr 21, 2026
  1.0
  ⭐☆☆☆☆ I had a very disappointing experience at Crowne Plaza Suites MSP Airport – Mall of America on April 18 while traveling as part of an airline crew. Because our jobs require strict federally mandated rest, reliable transportation and professional service are not optional—they’re critical. After landing around 7:35 PM, I called the hotel shuttle at 7:51 PM and was told to look for a white shuttle labeled “Crowne Plaza” and “AIRe.” My crew and I waited at the designated pickup area, but no such shuttle ever appeared. After a long wait, I called back to confirm, and the same employee spoke to me in an aggressive and belittling tone, insisted I had been told something different, and hung up on me mid-conversation. We were then told to take the InterContinental Minneapolis – St. Paul Airport shuttle—but when it arrived, the driver clearly stated they do not service Crowne Plaza guests. After standing outside for an extended period and losing valuable rest time, we had no choice but to pay out of pocket for an Uber to the hotel. Unfortunately, things got worse upon arrival. The front desk employee, who identified himself as “Leo,” was immediately combative and accusatory, claiming a shuttle had been waiting and that we had walked away. When I calmly explained the situation, he raised his voice, refused to listen, and said, “I’m not going to argue with you.” When asked for a manager, he claimed he was the manager and said he didn’t care if he was reported. No additional manager ever came. The interaction remained tense and unprofessional, even snapping at another crew member who asked a simple question. Strangely, after all of this, he offered complimentary dinner vouchers without any acknowledgment or apology, which felt more like an afterthought than a genuine attempt to resolve the situation. This experience resulted in lost rest time, unnecessary stress, and a complete lack of confidence in the hotel’s ability to support airline crews. There were multiple opportunities to provide clear communication, professionalism, and basic customer service—but none were taken. I would not recommend this property, especially for airline crews or anyone relying on dependable shuttle service.
• JL

  Jon Lee

  Mar 29, 2026
  1.0
  After a long flight I called for a shuttle pick up at the terminal 2 in Minneapolis and was informed that the shuttle will only pick us up at terminal 1. So with all of our luggage (4 adult and two younger children) we had to figure out how to get to the other side of the airport. It took almost a hour before we were able to be picked up. The website for the hotel clearly states that they pickup at either terminal until midnight. We called around 10pm. Not impressed! Poor customer service.
• JB

  JoAnn B

  Mar 28, 2026
  2.0
  The stay itself was ok however we were incredibly disappointed in the shuttle pick up after using the hotel’s stay and fly package . When we called for shuttle after landing at 9:30 at night, the employee that answered the phone refused to send shuttle to pick us up at Terminal 2 at MSP as promised. (The hotel advertises shuttle service to both terminals 1 and 2 from 4am to midnight) Our group of 4 adults and two children with 6 suitcases and carrying on bags had to navigate a half dozen elevators, a train then a tram to get to terminal 1. It was very overwhelming. Took us about an hour to get from terminal 2 to terminal 1. It was dark and cold. We were not dressed appropriately for standing outside for 15 minutes to catch the train as we had departed from a warm climate, after a 5 hour flight and it was 30 degrees in Minneapolis. There was little staff at the airport to help with navigation. We actually had to ask a police officer for help with directions. The kids were scared. We specifically used the one night stay the night before our trip and the shuttle service to the terminal to avoid this. The shuttle did take us to terminal 2 the day of our departure and gave us NO warning they would not pick us up from terminal 2 on our return. We were extremely disappointed by this and do not recommend relying on this hotel for shuttle pick up and will be sharing our experience with the travel agent that booked our stay so that she can prevent others from an equally rotten experience.
• ZE

  Zackery Evans

  Mar 25, 2026
  2.0
  The rooms were old, but fine. No continental breakfast as advertised, and the shuttle doesn't run until midnight as advertised. At 11:17pm, After 15 minutes of waiting, I called to confirm the shuttle was running and was told it would arrive in 5-10 minutes. 15 minutes later I called back and once I said "shuttle" was hung up on. At 11:45 I called and got an automated message service, and no one answered the call to "schedule a shuttle pickup". I finally caught a shuttle to a neighboring hotel and walked. Arrived just after midnight to see three shuttles empty and cold.

Frequently Asked Questions About Crowne Plaza Suites Msp Airport - Mall of America by IHG