Hampton Inn by Hilton Detroit Southfield

The room was quiet, comfortable, and clean, and the staff were pleasant. It was my first stay here. Allan was kind enough to give me a little extra time before my next event, which I really appreciated. I’ll be back.

I arranged a very late check-in for my fiancée while I was out of town, and she had a frightening stay that left her feeling unsafe. I paid for the room by phone just after midnight on November 10. The booking was for the night of the 9th to the 10th, but she arrived technically on the 10th, around 4:30 a.m. She’d driven several hours across the state to get our sick puppy to Blue Pearl Animal Hospital, which is why I picked this hotel. I paid full price, which wasn’t the problem. From 6 to 10 a.m., someone pounded loudly on her door four times. After the first time she called me. The next time, she asked what they wanted, and they said the person in the room had checked out at 5 and nobody should be there. She had to explain that she’d arrived very late, had barely slept, and checkout was coming soon. She asked them to let her sleep, but it happened twice more. Tired and no longer feeling safe, she checked out and told the front desk why. They offered nothing to make up for it. I’m a rewards member and can’t believe this is how loyal customers are treated. I don’t think I’ll stay at any of your facilities again. My fiancée is now driving across the state half asleep because she felt unsafe there, and I feel awful for putting her in that situation. Shame on you.

I expected better from a Hilton. The room wasn’t clean to the standard I expected, and when I raised it at the front desk, they didn’t offer to clean it again or otherwise fix the issue. They told me to contact the GM. I’m not sure that’s the right way to handle a concern like this, and at minimum I expected that person to get in touch with a solution. Nobody followed up.

The rooms were clean and the staff decent, but we had to move twice because the AC didn’t work. Staff knew those rooms had problems and still assigned them to us. The front desk’s offer to address it wasn’t acceptable. We’re checking out today, and the manager needs to call us about resolving the bill.