Fairfield Inn & Suites by Marriott Detroit Farmington Hills

We were in town for a funeral and had reserved two nights with two beds. I’d called ahead and was told that setup would be available, so I didn’t check again at arrival. But our room had a king bed. The desk said they’d “upgraded” us because every two-bed room was overbooked. With two adults and a teenager, sharing one bed wasn’t an upgrade. They said they’d bring a cot, but I called twice more and got no follow-up. When I went down myself, staff finally told me there weren’t any cots at all. One family member had to stay with relatives. We thought about doing that too, but the hotel said they wouldn’t refund the second night, despite not providing the room we’d booked and confirmed. We were left stressed and uncomfortable at a time when we needed some compassion and reliability. I rarely leave negative reviews, but this felt unacceptable. At the very least, I expected them to be upfront and try to work with us.

The beds were the real dealbreaker. After a night with hardly any sleep, we asked to change rooms, but were told every bed in the hotel had been replaced this year and was the same. I called the 800# for customer service, and they apologized, saying we should at least have been allowed to try another bed. I’m a timeshare owner and Bonvoy member, and in 12 years this is the first time I’ve complained. Nothing was resolved or even apologized for at the hotel. It felt like we were just told to deal with it. I slept better on the room’s couch. It was that bad, and I’ll keep following up. The breakfast wasn’t much better: the eggs seemed watery, and the sausage was cold. At least breakfast was free.

After staying here for months while traveling for work, I watched the rooms and service go downhill. Rooms weren’t being cleaned properly, and staff seemed annoyed by requests. Check-in also became more difficult than it needed to be, with some front desk associates acting irate, dishonest, and inconsiderate. They charged for my pet even after I said it was a service animal, which I understand is against company and hotel policy. Staff need much better customer service training. I travel a lot and stay in hotels and Airbnbs often, but this left such a bad impression that I don’t expect to return. I’d choose another location.

My kids had been asleep for at least four hours when the front desk called close to 3 a.m. to say there’d been a third noise complaint. It wasn’t us, but the call woke two of my three children. Earlier, the staff member had knocked because my daughter was crying about having to stay in a hotel after suddenly leaving home. I suggested moving the people downstairs who were complaining, or refunding us so we could go elsewhere. Instead, she woke us up at 3 a.m.