Residence Inn by Marriott Detroit Farmington Hills

Upsetting experience but overall a...

Liked: Clean facilities, good breakfast, large rooms.
Disliked: We were traveling for my sister's birthday weekend, we booked a two queen bed room-- but when we got to the property we were given a one queen bed room with a sofa bed. We did arrive late in the evening so I don't know if that had anything to do with it, but we told the receptionists what we had booked and they said that they had no rooms like that available anymore. They also said that the manager had changed our booking, but I had not received any kind of email or phone call about this. The two receptionists who helped us were very nice and wanted to figure something out for us since there were four of us staying. They gave us two single queen bed rooms directly across from each other. We thought this was very nice and we were grateful for the help. The next morning we decided to explore Ann Arbor, so we left the hotel for the day. When we returned, my sister and I's room card no longer worked, so we went to the front desk. The manager said he locked us out because we were not allowed to have two rooms. My sister and I were confused because we didn't ask for two rooms nor did we expect them, but we were paying for a two queen bed suite. He said there was nothing he could do and that we needed to get out of the room we were given the night before because they don't give out free rooms. I asked if there was anyway we could get the room we booked and he said no. I understand he was doing his job, but he continued to talk down to my sister and I about this, trying to over explain how hotels work, he also threw his employees under the bus saying he was "very upset with them" for doing this and that he couldn't do anything for us, and that because we booked through a 3rd party it only guarantees us a room, not the room type. At this point we were just tired and frustrated and embarrassed. We spent two more nights there where we had to sleep on an uncomfortable pull out sofa bed.

Horrible experience and staff

Liked: It was clean and accessible
Disliked: We were denied our reservation stating that the room was not available inspite of explicitly booking for two queen beds. We were forced to stay in a single bed for 3 adults and two kids.

Exceptional

Exceptional

Exceptional

Excellent customer and cleanliness.

Liked: Excellent customer service and cleanliness.
Disliked: The breakfast need attention.

Poor

Liked: Good
Disliked: Employee family were playing at the lobby.So loudBut they didn’t control at all.I couldn’t feel like “hotel”It was like uncontrolled low level hotel.

Make sure everything works when...

Liked: It was good for hotel breakfast.
Disliked: i was a bit frustrated when my tv didn't work. it was the cable box and the front desk tried to help but no one could fix it. they said sorry but no credit, discount or room change for going without the tv.

Exceptional