Extremely disappointing stay, especially for a hotel only 2.5 months old. I spent 12 hours trying to reach the property, IHG/Staybridge corporate, and Hotels.com to find out whether the Detroit storms were affecting my stay. No one could provide answers. The power was out. There should be a protocol to notify guests and offer options within 24 hours of travel. I ultimately spent another $271 on a hotel just to ensure we had somewhere to stay, and now have to file a travel claim.
The newness of the hotel is a plus, but our room was next to the pool and VERY loud until 10 p.m. We were never told at check-in that housekeeping does not service rooms Saturday or Sunday—the only notice was a tiny mirror sticker.
The pool had no towels for two days and was extremely cloudy. The spa had foam/suds reaching a child’s head, raising serious concerns about water quality.
Saturday at 9:30 p.m., our keys stopped working. My husband found no one at the desk and called “0” as instructed. When someone finally arrived, he had a terrible attitude and said, “I put a sign out.” My husband replied, “I dialed zero because I need help.” He wouldn’t reset our keys until I dragged the kids to the front and showed my ID. The morning desk clerks were sweet but clueless. Once the “new car smell” wears off this hotel it will be very low quality. Such a shame for the area.