Crowne Plaza Detroit Novi

We cancelled the room within the stated and required timeframe. We were charged for the room with no notice or reference. Called the hotel and they changed the story twice; cancellation needed to be within 48 and the General Manager claimed it was 72 hours. They were unable to share any of the details and told us to dispute the charge.

During the third night of our stay my son discovered a sex toy vibrator under the sheets with him.  This was clearly an item left behind by a previous guest indicating the room had not been properly changed or inspected prior to our arrival.  After having to explain what this item was to our child my husband went to the front desk.  There was no offer to change the sheets or change rooms just to talk to the manager the next day.  The manager called me the next day and he was horribly rude.  He said that it was a mistake and at least my son did not die.  He mentioned that he was calling me on his day off multiple times. When I mentioned that the situation was distressing and unacceptable as sanitation are fundamental expectations when staying at a hotel he said that his housekeeping staff was great.  When I asked for a refund he said that I was taking advantage of the situation.  I told him that I could call the Health Dept because my son was in bed with someone's vaginal fluid for three nights he said that he did not like threats (this was not a threat).  This issue could have been handled in under two mins by him saying something as simple as "I am so sorry for that situation.  I will talk to housekeeping and make sure they are changing the sheets between each guest and I will refund you for your stay". I also contacted Marriott via the form online and received a response from response was not even addressed to us.  It was addressed to someone named Ruiqi Liu but was regarding our situation.  Obviously they must have a form letter for each situation and just add a name. I never received a follow up. After not hearing back I called the customer care number and the robot on the other end would not let me talk to a human.  After four calls I was able to talk to a human. She was apologetic but only said that the information would be sent to the general manager.  We have emailed him to check on refund status and he has not returned correspondence.  This is unacceptable from an establishment that should have higher standards in their cleanliness and in the way they treat their customers.

This was the most distinguishing hotel I have stayed at to date. For starters, when I arrived, I was given a room with an awful odor that hit me as soon as I opened the room door. The tub was black with several rings around it and the room clearly outdated and crumbling. I returned to the front desk and asked for another room and was politely given another. Customer service was not bad at all with the exception of one rude guy as I asked what accommodations were they providing guest because the guests were not able to use the water (shower, flush or sink) due to a water advisor upon my arrival off a long road trip (I was also told the water advisor/no use happened at least 5-6 times at this place thus far). To this question, the rude guy at the counter replied, it was not “his” problem, the city was responsible. HORRIBLE! I WILL NEVER BE BACK! The breakfast was advertised as free but when you get there expect a $15 charge per person, which is not worth it at all, because I walked through to see the setup and get a peek at the food. My second room given was also outdated as well, the step-in shower was failing apart with black stuff in it. I had my kids wear flip flops in the shower, once we were able to wash off the next day. Yes, we went to whole day with water and no accommodations for our inconvenience! If I was not so sleep deprived from my drive, I would have search for another hotel. My second room smelled rotted, if that makes sense, but not as putrid as the first room given to me. This building needs to be condemned! I was not able to sleep the whole stay so driving back home 13 hours was hard. I would advise anyone looking for a hotel stay to find another, not worth the money you work hard to make! Just awful!