The Leo Collection Detroit, an Ascend Collection Hotel

Had a blast, even though that jacuzzi tore up my feet! The jacuzzi rooms looked sleek and classy, smelled nice, and the upper level had bar seating and some privacy. Check-in was 21 and up, so there was barely any noise. There were also great spots on site for pictures, with a cameraman and backdrop.

The pool was closed, and there hadn't been any notice of that when we booked, even though it was one of the amenities we were looking forward to. Breakfast was very limited, and the apple and orange juice tasted as if they hadn't been changed in ages. The room was extremely hot. We turned on the air the night before, but it didn't start cooling until late the next morning. The water was freezing when we tried to bathe, and still freezing when I showered the next day. We were really disappointed by the room and the way the booking was handled. We had chosen it carefully after looking at the photos more than once, but what we got looked nothing like what we had booked. My boyfriend asked the front desk about it and was told the reservation came through Guest Reservations, a third-party site neither of us had seen or used. Staff said they couldn't help us because of that. Even if it was booked through a third party, some basic courtesy or an offer of a comparable room would've gone a long way. Instead, we were basically told they couldn't help. The whole stay was frustrating, and we expected much better communication, service, and basic room quality.

I used to work in the hotel industry, and I know a refund can be given in a situation like this. You chose not to, even though you aren't unable to satisfy a customer. I won't spend another dime with you or recommend anyone stay there. You only care about chasing a dollar. I booked through a third party on my job's discount website because my kids and I were on vacation and wanted the pool. When we arrived, I was told it was closed. My children cried because they wanted to swim. The closure hadn't been announced on the site I booked through, and I wouldn't have made the reservation if it had been. I was told I was responsible because the notice hadn't been updated on every platform they use. I lost $269 and had to book another room. With the economy as bad as it is, that was a major loss for a single mother trying to enjoy time away with her two children. I went back to my car and cried because I couldn't afford to absorb the loss. We were three and a half hours from home in Michigan, and I had to drive all the way back because I couldn't afford another hotel after you refused to refund me over something outside my control. I'd never suggest anyone book through a third party either, since they'll take your money as soon as they get the chance.

The front desk was great, but management was awful. After an eight-hour drive, I arrived late and they refused to honor the room I'd already paid for. They made me pay for a whole second night just to stay a few hours. I wasn't asking for anything free, only the room I had paid for. Management's lack of flexibility and basic customer service was shocking. If that's really the hotel's policy, travelers should know before booking.