Hilton Garden Inn Detroit Troy

I booked a room a week ahead for a technician attending General Motors training at a special rate that I was told could not be canceled. GM then unexpectedly moved the class up by a day, so I called to change the booking. After being transferred three times, the last person told me the rate could neither be changed nor canceled. Even after I explained what had happened, she wouldn’t get a manager for me.

The location works well and the front desk staff were nice. My room had a few dirty spots, though nothing terrible, and it was the first room I’d stayed in without a safe. Housekeeping didn’t come the first day, so I had to ask for towels. The hot tub by the pool was out of service, and one treadmill in the okay gym was out too. Breakfast wasn’t worth the price since there are better restaurants nearby. I didn’t see any real perks from being Hilton Gold.

Please read the recent cleanliness reviews and be careful before booking. We had a two queen suite with our four year old and one year old, who crawls everywhere, and both rooms we were given were filthy. I checked the beds first and found the mattress protector didn’t fit, leaving the mattress exposed. There was a rusty brown stain on it, apparently hidden by pushing that side against the nightstand. Crumbs were scattered everywhere, toenails were on the carpet, and it looked like nobody had vacuumed. There were clumps of hair, dirt, dust, white powder, dead flies in the crevices, and a live fly on the windowsill. Walls and walkways had sticky stains in different colors, mostly white and brown, hardened boogers, and other stains I couldn’t identify. The bathroom was scary too, with urine stains around the toilet, a lot of wet dust buildup, and pink and black buildup around the shower caulking. I should have asked for a refund right away. Instead, we went to the desk and asked someone to clean the room, but they moved us to another one and told us to come back if it was dirty too. The second room was even worse, with brown liquid streaks all over the bathroom door. It seemed neither room had been vacuumed or wiped down in weeks. I took 40 photos and a video. The second room was incredibly stressful, and before I understood what was happening, my baby was crawling around the first room trying to eat old food off the floor. After spending a while in the second room trying to calm down and find another hotel on a holiday night, my husband went to ask for a refund. Both staff members were very nice throughout. I doubt this was their fault, and I’m sure they know how awful the cleaning is but can’t do anything about it. They said they had to request the refund and couldn’t issue it themselves because I’m a Hilton loyalty member and booked through the app. I still don’t know whether it’ll be processed, but a refund is the bare minimum. I want people to know what they could encounter and strongly suggest looking elsewhere. To the owner, please make room cleaning a priority. Close the hotel and do a deep clean. This was mortifying, and I’m still cringing at how filthy both rooms were.

The front desk gentleman was kind, though he said the issue was out of his hands. Management was dismissive and uncooperative when I raised what I felt was an unfair cleaning fee. My room wasn’t clean when I checked in. There was dust on surfaces and debris in the corners, and it was clear the maids hadn’t taken much time to do a proper job. At these prices, the standard should be much higher. This was the most disappointing hotel I’ve stayed at.