Hampton Inn & Suites Detroit/Troy

We chose this hotel for the third time since September because it is close to the rink in Hazel Park, where my son was playing in a hockey tournament. Our earlier stays had been acceptable, but this visit, from February 20 through February 22, was extremely disappointing. The hotel was clean and conveniently located, but what happened during our stay overshadowed those positives. I won't return and will pick another nearby hotel for future tournaments. The main problems involved Heather, a sales associate. When we arrived, she said she would give me just one room key because my son was a child and, as she put it, “all kids lose and abuse them.” I found that assumption inappropriate and unprofessional. She repeatedly spoke harshly and disrespectfully to my son and his teammates. She reprimanded them for eating in the lobby, gave me a trash bag and told me to clean up, scolded them for standing near the business center, and took away their hot chocolate, saying kids couldn't have it because they “make a mess.” I saw her move it behind the desk afterward. Her manner toward children stayed negative and unwelcoming. I also saw what looked like personal activity while she was on duty. She sat at a table watching something on her iPad with another person. When the front desk phone rang, she looked annoyed, went over, picked it up, and immediately hung up on the caller. That was concerning and unacceptable for someone representing the hotel. We got no clean towels or housekeeping during the stay. When I asked, Heather said housekeeping had stopped because of COVID policy changes and had not resumed, then told me to get towels myself from the laundry room. Nobody had told me this at check-in, and it's not the service I expect. I raised my concerns with the manager on duty. She agreed that my son and his teammates shouldn't have been spoken to that way, but things didn't seem to improve afterward, and Heather's behavior remained the same. I hope this feedback is taken seriously and addressed.