SpringHill Suites by Marriott Detroit Metro Airport Romulus

This is a fairly new hotel, close to the airport, with a shuttle. We were very pleased with the stay. The rooms are large and have a sofa bed and mini fridge. Breakfast was adequate, with a few packaged hot items but nothing cooked fresh. Beds ran a little soft, and the bathroom door didn't offer much privacy, as in many other Springhills. There's a pool and hot tub, though we didn't use either.

We had a wonderful stay Thursday and Friday, but Saturday night went badly. A group of us were quietly eating dinner and playing music in the lobby. At about 8:30 p.m., Luz Ovalle asked us to turn off our speaker around 9:30. We turned it down at 8:30 out of respect, then lost track of time while talking. At 9:58, a staff member came over and said, “Whoever’s speaker this is needs to leave.” The owner immediately left, but she then said the rest of us were all getting kicked out. We were taken aback. The hotel TV was playing loudly, and she had the remote, but no one addressed that. We stayed quietly in the lobby and helped a young man with homework. Luz kept escalating things even though we gave her no reason to approach us again. Two hours later, she brought in law enforcement to target members of our group. The officer told us this was a regular activity for her. Two guests were told to leave for “trespassing,” despite having paid for their stay and causing no disturbance after the speaker issue was resolved. No one had refused the request about the speaker or its owner leaving. This seemed like a personal overreaction, not a real policy violation. For hours, Luz was so focused on our group that she neglected the front desk, wearing AirPods and watching something on her phone while guests waited to check in. The hotel itself also had basic problems: the shower was cold and unusable, the pull-out couch had crumbs and a chip bag in it, and the ice makers were out of service. Our room had only half a roll of toilet paper, and after we called, nobody brought more, so I had to find housekeeping myself. Calling paying guests trespassers and having these service problems was unacceptable. I'll send a formal letter asking for a full refund, and I'll contact the Better Business Bureau.

The room was clean, and they even cleaned it after the first night, which I hadn't expected. The split bathroom was a little weird but not bad. Staff were very friendly, though breakfast wasn't great. The same food was served both mornings, and there was no waffle or pancake maker, only premade versions that were way too sweet.

Banging outside my room went on all night and into the morning, so I got no sleep and it threw off the rest of my day. The whole stay was unpleasant from beginning to end. The staff were probably just doing what they'd been told.