The hotel itself is great. Clean rooms, nice atmosphere. But my stay started off rough, and that really shaped the rest of the experience.
I flew in on a redeye from the Pacific Northwest and had booked a night in advance so I could go straight to my room. I didn’t know I needed to let the hotel know I wouldn’t be checking in that night. When I arrived, the front desk staff were blunt and borderline rude. They told me I might’ve lost the room and my money, and that it was my fault for not calling. After a long flight and a full day of meetings ahead, it felt like an unnecessary headache.
They eventually gave me a room, but the whole interaction left a bad taste. First impressions matter, especially for someone visiting Detroit for the first time.
The room itself was clean, spacious, and very comfortable. As I was heading out to one of my meetings, I asked a housekeeping staff member to clean my room while I was gone, and they handled it perfectly. Really professional and kind.
One issue though. There was a loud party in one of the nearby rooms that went on late into the night. I had early meetings the next morning and barely got any sleep. It didn’t seem like staff stepped in to stop it.
Overall, the hotel has a lot going for it. But customer service, especially at the front desk, really needs work. Not sure I’d stay again after this.