DoubleTree Suites by Hilton Hotel Detroit Downtown - Fort Shelby

My experience has been beyond frustrating for two main reasons.

1. LOCKED OUT TWICE BECAUSE DOOR WAS BROKEN

I stayed at this hotel for work and woke up early to go to the gym before my morning meetings. When I retuned to my room, my door was not unlocking so I went down to get a second key. I didn’t have my wallet or ID on me because I had just gone to the gym. The concierge refused to give me a new key without a piece of ID even though I explained that I was literally LOCKED OUT of my room where my wallet was stored. Thank god I scanned my passport years ago and keep a copy on my phone, but if I didn’t have that, what did he expect me to do? Stay locked out of my room forever? What happened to common sense?

After taking the new card to the room, the door STILL wasn’t working (video 1) so I had to go back down and wait for their engineer to reset my door.

After I showered, I decided to go back down to the lobby to get a coffee before my meetings. When I came back up to my room, the door stopped working AGAIN and showed a blinking yellow light (video 2). At this point, I went down to the lobby again and they moved me to a new room.

2. NO WAY TO ACCESS HOTEL’S LOST AND FOUND

I had 15 min to pack up all my things and move to my new room before leaving for my work meeting. As I was rushing, I forgot to pack my PJs that I’d left under my pillow. When I asked the concierge if there was a lost and found, he told me there was no way he could check their lost and found and I’d have to OPEN A SUPPORT TICKET which won’t even get reviewed until the next day. This makes absolutely zero sense to me. To make matters worse, concierge told me “he was going to try to locate my PJs” and then hung up on me and I never heard back from him. I had to call him back 30 min later asking what the status was, and it was only in that moment where he told me I’d need to open a ticket. So I’m currently going to sleep with no PJs and checking out of this hotel tomorrow at 7:30 am with an extremely low likelihood of me retrieving my PJs before I leave the hotel.

The service and internal management here is such a joke and clearly does not care about their guests. I usually book with Marriott and was willing to give Hilton a try, but this experience has given me every reason to stay away from using Hilton again.

** UPDATE **

While I was at the airport about to board my flight, I received a notification that the hotel found my lost PJs. To retrieve them, the hotel wants to charge me $58 USD to ship them back. This is absolutely ridiculous. I cannot believe the audacity to charge such an obscene amount to ship my item back to me WHILE THEY HAD THE ITEM THE ENTIRE TIME I WAS AT THE HOTEL and refused to give it to me while I was there. Hands down the worst run hotel I’ve ever stayed at.