Hampton Inn Detroit Northville

I booked this hotel for a stay on July 13-16 to visit my sick father in the nursing facility. After an extremely delayed flight, I pulled in this hotel to finally relax and immediately broke out in hives. The hotel is extremely run down, dirty and smelly. When I walked in there was water everywhere (I presume from guest coming and going from outside pool). I heard front desk yell out "no more towels available to guest" and none of the outlets work to pull in my phone in lobby for a quick charge! I went to front desk to cancel, before checking into reserved room. I asked beforehand the hotel's cancellation policy and was told it had to be made within 24hours...so I cancelled and agreed to pay one first night. ANYTHING TO ESCAPE THIS HORIBBLE HOTEL STAY. I found another hotel and when I called days later to inquire about my refund I was told I could not get a refund by the GM, EVEN though I did not stay. I will continue to reframe from any Hilton hotel and lobby others to steer clear until the hotel policy is honored. Ridiculous customer service!!!

I'm extremely disappointed with this hotel and their staff. The manager Leonardo treated me a Diamond Member like a nobody, and I really don't appreciate to be talked to like that. He was threatening me to ban - his words - my Diamond Membership because I asked not to get the extra day charge as we had to check out early due to an emergency. I'm a Diamond Member spending A LOT of time and money in Hilton Hotels and I expect respectful and outstanding treatment by especially a Manager. For Leonardo telling me that he will ban my Diamond Membership is absolutely absurd. Something I earned with loyalty!! He also raised his voice and was yelling at me. I had an emergency and I felt that as a Diamond Member I deserve the extra help and not get charged for checking out early but instead Leonardo decided to insult me over and over. I'm very sad that people like Leonardo represent Hilton and not willing to what so ever help a Diamond Member in need when it's an emergency. I was really hoping for help as this was out of my control of having to have to leave early and I thought my Diamond Membership will worth as much that I will deserve not to get the extra charge as an exception as I understand that that is the rule. When you have a Diamond Member exceptions should be made to show appreciation for a loyal member!!! I'm very upset the way I was treated and talked to and not helped at all!!!!!

The room was clean. The bedding was fresh. The bathroom had been nicely updated with soap, shampoo, creams, etc. mounted on the wall, allowing more counter space. Plenty of towels. The room is rather small but with everything needed. For an inexpensive hotel, we were impressed with their attention to detail.

Overall management of rooms and facilities are not in shape despite of considering current renovation status in progress. Most of the rooms are having permanent cosmetic stains and damages. Some rooms are having heating issues. Some rooms are having imperfect cleaning conditions. I don’t this hotel is managed well. Hand sanitizers are stinky at the end, so I see that they are stale, but staffs are dismissing my concerns. Internet PC is not working anymore. It is not managed. Hand sanitizer is not replaced, and staffs are not listening complaints. Despite of those disappointments, breakfast offerings are decent at this hotel. PS- I have already sent all of my concerns to the manager’s email, but I didn’t see the reply from the most of my emails.

Disappointing. Arrived to find no employee at the desk; a long wait for one ensued. Check-in was not especially late; having only one person work the desk means this property is understaffed. (The phone was also ringing, unanswered, while I waited.) My newly renovated room had no room darkening shade, only a thin sheer. To have any privacy (since those in the parking lot can see right through the sheers) and to block the light, I had to hang towels on the window and use my suitcase and a couch cushion. Not exactly what one would expect at a Hampton Inn. My renovated room had dirty carpet (room did not seem to have been cleaned after the completion of construction), and the wallpaper in the bathroom was *already* peeling at the seams. Internet service was spotty and intermittent. I would have mentioned some of these issues when checking out, but that would have required the person working at the desk (at least there was one!) to have asked me "how was your stay?" or to have shown any interest in my satisfaction. He didn't. Beyond these issues, the hotel is undergoing the renovation, with plywood over windows, dirty carpets in hallways, etc.--and seemingly putting guests into 'renovated' rooms that aren't *quite* finished. Best avoided.