The Kensington Hotel

The leak made it hard to relax for most of our stay. Water was coming through the bathroom ceiling fan the first night, so we reported it right away. Since maintenance had left for the evening, we were told someone would come the next morning. Staff brought extra towels and a bucket, which we appreciated, but even after several follow-ups at the desk, no one came. We weren’t offered another room or any compensation. The location was excellent, with plenty of restaurants and attractions nearby, and check-in was quick and easy. We were welcomed with champagne and friendly service, which made a strong first impression. The initial service and location were good, but the lack of follow-through on the maintenance issue left us disappointed. It could have been a much better experience with a proper resolution.

The front desk staff were awesome, and every interaction with them was great, some of the best customer service I’ve had. But I wouldn’t stay here again because of the noise, hygiene problems, and general wear and tear. My sheets were stained at check-in. They moved me right away, which was good service, but it was still gross. Housekeeping also puts decorative pillows back on the bed after cleaning, touching the pillows you sleep on, even though people toss those decorative ones onto the floor, chairs, or wherever at night. The room doors are warped or misaligned and have no bottom trim, so there’s a big gap letting in lots of noise and light. I saw it in my room and my neighbors’ rooms. The fitness center doesn’t match the photos either. The treadmills barely work and sound like their belts are about to fall off. I feel other reviews and pictures give the hotel a misleading impression of its condition. In this price range, I’d recommend the Courtyard Marriott across the street instead. It’s much cleaner.

It’s not a big hotel, but it’s comfortable and nice. The restaurant does a great breakfast, either from the menu like we usually order or from the buffet. There’s a pool and hot tub, and it’s close to UMich, shops, restaurants, and a mall.

The staff were friendly, and the place was generally clean. The attached restaurant served good food, though it was slow, and our bill was badly messed up for just two people. The bed was somewhere in the middle for comfort, and there was some wear in the room and halls. The ceilings felt unusually low, especially in the hallway and room, so tall guests may not be comfortable. I also wish they’d put two adults farther from the groups of kids running through the halls until 2 a.m. I’m not sure I’d choose it first next time, but I wouldn’t rule it out.