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Added by Jopie, at 07 March 2017
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13 Reviews
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19 December 2017
We were very excited to stay at this hotel. However, when we called, we were told our reservation wasn't visible. We asked how that is, and she said they were full and that it didn't go through. We weren't upset, we found a cheaper hotel room that would cost us less money anyway. Waking up the next morning, after being told they would not pull funds out, of course you can guess what happened. The rude woman on the other line was of course incorrect!
Saturday, 9/3/2017:
After noticing at 9am that the funds were pulled out of our account we contacted out to this hotel, telling them what had happened. All we were told is that there wasn't a manager available, and that they had "a bunch of new staff, who didn't know what the hell they were doing". We left our name and number and asked that we get a call within the next hour. She assured us this would get done.
10:10am -
We called back, upset that still no manager called us to get this straightened out. We got ahold of the same rude employee who sighed when we stated who we were, and handed the phone over to a male manager. He told us that he has started looking into this matter and that he just wanted our patience. We were OK with this, even though their lack of caring caused us to not get tickets to the Saturday day game for the Detroit Tigers, and left us no money to explore the zoo. This was hard for us to accept (we work hard, and the little money were able to save after all our bills has been going towards this trip). The manager assured us he'd call us back, however failed to do so.
4:47pm:
I spoke with a Terrence, who had undoubtedly the worst customer service I've ever experienced. He was very rude, and he had a very condescending personality. He didn't even try to act like he cared. He told me the manager wasn't there, then changed his story after I asked why his manager came in at 10am, stating he was now in a meeting. I of course told him I'd call back.
5:47pm:
I called and upset at this point asked to speak with any manager possible there. He said he's still in the meeting and didn't know what time he'd be out. I requested again that I speak to him right now. That he needs to pass a note to him in the meeting or tell him right now. He said I understand your frustrated but I won't be doing that. I told him I'd call back in an hour, and with a smart smug tone Terrence said "I look forward to hearing from you".
7pm -
I spoke with Tanja. She claimed to be the supervisor at this location, and was very apologetic, and understanding. She wanted us to get this resolved, but couldn't do anything herself she stated. She gave us a phone number to their corporate offices, and told us to call and leave a message, then also left an email address for us to contact them immediately. I told her we'd go this way, and call her back if there were any problems.
9/5/2017 -
1pm - I took my whole lunch break at work trying to contact their corporate office. I've also emailed them on 9/3/2017 with our issues. However, no response. Their phone number goes to an automated answering service, and doesn't get us directly to a person who can give us answers. We will call the hotel again tonight, and record our progress!
After all is said and done, we ended up getting our money back. In order to do so we had to file a BBB complaint. If you want your money back, follow that procedure, and they'll jump immediately through the hoop to resolve it.response / report this review -
12 December 2017
Nice historic old building with a great location on the riverfront. Unfortunately the service in this hotel is beyond bad. Check in process took upwards of 45 minutes. They couldn't find the reservation. Many other guests waiting in line behind us while other employees laughed, joked and distracted the poor guy trying to figure out the reservations system. Day 2 came back to the room and saw that housekeeping hadn't been there. Went to the front desk to ask for some clean towels and coffee packets and was told that they already gave us housekeeping services today and couldn't help me. When I pointed out that no one had cleaned our room today I was shown a clipboard with a checkmark next to our room number as proof that the room had been taken care of: had to demand that they leave the desk and come look at the room. Only when they saw there were no clean towels, the trash hadn't been emptied, and the bed was still unmade did they admit that maybe their checklist was wrong. If I ever find out there is new management and they have replaced most of the current staff I might stay there again.
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10 November 2017
The experience was less than I expected. I️ checked in and was presented with a first floor room without a river view - this despite my reservation for a river view room. My request was also for a higher floor. When I️ presented proof of my registration designation, my room was changed. I️ walked into my fourth floor room to find the beds unmade and the bathroom in cleaned. I️ called the desk and was told to return to the lobby for a room change. I️ was presented with another fourth floor room but the keys did not function properly. Yes, back to the front desk where I️ explained that I️ did not put the keys next to my cell phone (I️ actually know better). Finally a fourth floor room with a key that works and a river view.
After sitting and trying to settle, I️ turned on the TV. You guessed it, it didn’t turn on. The television apparently was unplugged which I️ would not have discovered without moving a dresser.
This was a surprise over night for our anniversary so I️ was not as relaxed as I️ would have liked by the time my husband made it to his surprise location.
The room was cozy, the view was lovely but I️ was not pleased with the service and the nonchalant attitude.response / report this review -
20 October 2017
Terrible and rude service. Rude front desk people and rude people answering the phones. No one can help with anything. My room didn't have air conditioning. I was there in the middle of summer. They refused to give me any sort of refund or discount. I've been calling for months to straighten it out and no one can provide any sort of help. This place needs to be shut down.
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20 October 2017
My husband, son and 80 year d father in law stayed here and it was HORRIBLE. When they got there, the room was 84 degrees because the a.c. wasn't working in their room. The front desk said they called maintenance but no one ever came. They offered to change rooms but my husband checked the room and the a.c. was not working in there either. Needless to say because they were waiting for 'maintenance', they ordered a pizza and ate in the room. There was no coffee maker and later in the night there were solicitors hanging outside making all kinds of noise. I emailed the hotel TWICE! No one has contacted me. $200 dollars a night is outrageous to pay for this place. Do not stay here!!!!!!
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30 September 2017
The view is great and housekeeping is very friendly. But outside of one front desk rep (she had big, natural hair and was very nice), the front desk reps had AWFUL customer service. From the very first time we called to ask for anything, whoever answered the phone had a bad attitude. We asked for basic things (soap and shampoo). Then when we called about the water temperature, whoever answered the phone had a problem with that. There's no atmosphere that says "hotel", at all. Prices are good. Building is good. Front desk staff (except the one girl) needs a four-week customer service training class. Also, the Hotelier and a more experienced desk rep (although they were seemingly trying to help) were talking to the one nice desk rep about professionalism IN FRONT OF MY GIRLFRIEND while my girlfriend was sitting in the lobby! If you want to train employees, I get it. But scolding them in front of guests Terrible.
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19 September 2017
I typically DON'T leave bad reviews, but this has to be known.
Cons:
1. Room I was in had no working lock! I had to move all my belongs into my car before leaving my room every time.
2. Maintenance and room service was non existent! (how is this a 4 star?). Asked for an extra blanket, nothing happened.
3. Manager had a good attitude but none of the issues I had brought up were corrected, and I typically don't complain about things.
4. Night staff were not understanding and not accommodating regarding my lock issue. They said they will keep an eye on my room, as if they would be legally liable if my stuff was stolenright.
5. Hotel was dirty, ice machine area had a lot of mold
Pros:
1. Free parking
2. Nice view of river if you care
Just pray to god your room is fine and you don't require much service other than a bed to sleep on.
Definitely not a 4 star and definitely not worth the price I paid. Better off doing AirBNB.response / report this review -
08 August 2017
The hotel has an older feel. The front desk clerk was really accommodating since we arrived late and even though there were maintenance issues. The house keeping staff was really nice and went above and beyond to make sure that our stay was comfortable. The view out our room window was amazing and relaxing as you could see the river walk and past that you could see Canada.
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21 May 2017
Amazing staff and location. Super chic hotel. Their manager is the friendliest most helpful hotel staff I've ever met, even helped me get my car out of the parking lot. Would come back again!
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24 April 2017
On the plus side: our room and its bathroom were large and clean. The riverside area was beautiful and the location was handy for the places we needed to go. BUT.there seemed to be a LOT of inconveniences. Like the street leading to the hotel - narrow, full of potholes and badly patched pavement that was rough on the tires and undercarriage of our car.
It was inconvenient that there was NO signage indicating the handicap accessible ramp at the main entrance. We found out it existed only after dragging my husband's walker UP the stairway to the front desk. When we mentioned it to a staff member, we got a shrug of the shoulders and the remark, "Well, you must've walked right by it."
It was also inconvenient that the staff member didn't bother to mention that the entry at the ramp is LOCKED at night. (with no key card apparatus to let ourselves in) So, when we came back late that night, we went down the ramp to the terrace level only to find out that we were locked out and had to backtrack to the main entrance and AGAIN drag the walker up the stairs. Exhausting for someone with mobility problems.
Inconvenient that the only electrical outlet in the bathroom didn't work. The large shower head was terrific but it's placed at shoulder height. (I'm 5'6") Beautiful mirrors in the bathroom too but no switch to turn a fan on to clear out the steam.
Inconvenient that the ONE accessible outlet in the room worked only if the light switch was on (so forget plugging in a little night light for those middle of the night bathroom trips). Also, if you wanted to use the mirror over the desk to fix your hair, the outlet was too far away so the cord for the blow dryer (furnished) wouldn't reach.
Inconvenient to be given only the sheet and one thin blanket on the bed. No bedspread or comforter to pull up when we got chilly in the night.
Inconvenient that the front desk button on the bedside phone didn't work when I tried to call to ask for extra pillows. When I mentioned the request to a lady from housekeeping, she must have forgotten about it. We made do with what we had.
Finally, at checkout time, we were told that we couldn't get a printed receipt for our stay.
Lovely looking place but, unless the service improves, I doubt we'll be back.response / report this review -
03 April 2017
The hotel is nice and was clean. Has very high ceilings in the rooms. Bed was comfortable. The shower head was to my shoulder so I had to bed quite a bit to wash my head (I'm 6'1). Great view out onto the water. Was walking distance to a cool brewery and a nice bar where we got a free shuttle to Joe Louis arena.
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27 March 2017
After waiting over an hour and a half for my room, they finally "upgraded" me to a smaller room that faced the parking lot instead of the riverfront view room I booked. The bed was comfortable enough but had a second sheet instead of a comforter. The pull out couch did not have any bedding on it. The next morning I politely asked if I could be reimbursed the difference from the room I booked to the room I got but was told they can't do that at the front desk and I would have to call the manager the following day. I wish I could say a redeeming quality about this place, but there are non. I cannot recommend this hotel to anyone.
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14 March 2017
We had a good stay but our room was a little bit dirty. The be was clean, etc. but you could see some dirt like the room was only cleaned quickly. Location is great, though, right on the river. Would be nice in the spring/summer. We would consider staying again.
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