"We stay here every time we visit Detroit for Red Wings games, often multiple times a season. We’ve stayed 5–6 times now and management handled a previous issue well, so we’ve kept coming back. Unfortunately, this stay was a lil disappointing.
Check-in felt rushed and my questions were barely acknowledged. When we got upstairs, we realized we’d been given the wrong room. No big deal, mistakes happen! I’d paid extra for a king deluxe suite with a city view, so I called the front desk expecting an easy fix. Instead, I was repeatedly and rudely told that’s not what I’d booked. I tried explaining, but rather than checking my reservation, the employee just kept insisting I was wrong. It felt dismissive and condescending.
We had to bring our luggage back downstairs and show my booking confirmation multiple times. Another employee finally spotted the reservation and got us moved, but no one apologized. The replacement room also had shaving residue in the bathroom, a very loose sink faucet, and a remote with its batteries taped in. The view was great.
I don’t expect perfection. I do expect a clean, maintained room and to be treated with basic courtesy when there’s a mistake. I shouldn’t have to argue to get what I paid for. We’ve always enjoyed staying here and now I am not as excited to return. A little kindness, accountability, and a simple apology would have gone a long way."
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