Hilton Garden Inn Detroit Utica

UPDATE: I spoke with Anthony the next morning, and he was great. He helped me get a full refund, and I appreciate how much he did to make sure I was taken care of. After talking with him, I genuinely think the original problem was a one-off. When I flew into town, I found out the hotel had canceled my prepaid, nonrefundable four-night reservation before midnight. It had cost $684. The front desk said there were no clean rooms and I needed to find another hotel. I was still trying to figure out how to get my money back.

We had items go missing from our room, and the on-site manager said it was housekeeping's problem and not his. Isn't the manager supposed to handle something like that? Staff seemed not to care about our problems or make any effort to help. This was the worst customer service and cleanliness I've encountered at a Hilton property. There are plenty of better hotels nearby, so I'd avoid this one.

The shower drain in my room was clogged, leaving dirty water pooled in the tub while I showered. I told the front desk, but they did nothing. Breakfast was advertised as free, yet they charged $10 per person for a poorly run meal, with a 16-year-old working tirelessly to cook eggs in back. Orange juice cost $4, and the coffee was cold. There was nobody at the desk and no manager around. I asked for a credit and was ignored. Staff acted like they were under duress. This place doesn't follow the Hilton formula. Avoid it and go to another Hilton property.

The daily breakfast was fresh and hot, and the beds were really comfortable. I also liked the makeup vanity light, and there were plenty of toiletries in the bathroom. The place was exceptionally clean, the hallways stayed quiet, and the AC worked perfectly. Staff, especially Anthony, went above and beyond. It's close to shops and restaurants, and I'd definitely stay here again.