The Kensington Hotel — Hotel in Ann Arbor

I just got home from a one night stay at the Kensington with two of my teenage daughters. We had traveled to Ann Arbor for an appointment at the hospital with a specialist from up North. I think it is important to share why we were staying there our intention was to stay overnight so we could get some rest because the drive can take a lot out of my daughter with her medical condition. The staff was very welcoming and the common areas very clean so I was looking forward to our stay. One reason I liked this hotel after looking online is their no smoking policy. My daughter and I are severly allergic and asthmatic so this is a consideration I alwats make a priority. I reserved elite executive room. When we arrived there was a mild smell of cigarette smoke but nothing that was overwhelming. Our room suddenly filled with an overwhelming plume of cigarette smoke sometime after check in and it was strong in the hallway. I called the front desk and we could hear the interaction with the person staying across the hallway when staff came up to check. Interesting side note was there were still cleaning personnel cleaning the rooms in our hallway. Why did they not intervene? To sum it up the guest was smoking, tried to hide it and were told they would be fined. I requested another room and the response was from the front desk was well she has stopped now like we should just sit there in our room and keep huffing on our inhalers instead of inconveniencing them with moving us to another room. With our extreme sensitivity staying in that room was not an option regardless of her stopping. So we were moved to another room across the hotel, no longer in the executive wing and no micriwave but we were just so grateful to breathe I wasn't too concerned and we moved on with our day. Then we decided to go swimming. With Coronavirus there is a limit of 25 people in the pool area. We got suited up only to walk into the pool area where the hot tub was full of several young adults and there was an elderly woman with at least a dozen children. So we had to leave. We tried several times to swim but weren't able to swim because there were no time limits placed on guest so other people could get an opportunity to swim and they stayed in there for a long whild. Ok so it is what it was and we got over it. My undoing was when night came and it was very clear we were placed between several rooms of young adults that were in the partying mood. I called at 11:30 to complain of slamming doors, yelling, screaming, pounding on doors because they were playing a game of lock out and so on. The staff member was super nice about it and came up spoke to them they quieted down for a few minutes. Then it got bad again. I called at 12:30, he came up again. Same response. When we checked out I complained. I was offered a drink from their store as compensation and I had paid $25 to extend my check out which they refunded. However we checked out immediately after we were done at the hospital instead of resting as I intended because I was just done! It was only like 1:30 at that point so not the 4pm we were paying for. The people were still there slamming doors and carrying on why would we stay to rest it was a mute point. So that was little compensation. I am utterly disgusted by the treatment we received. We travel frequently and I'm not a complainer usually. In fact my husband says sometimes I hold off on complaining too much. I can count on one hand how...

My hubby and I were spending a quick night away out of town from our busy work schedules for our anniversary. (12 years together, 1 year married) and we were excited to find the "romance package" through the Kensington. Standard offerings were mentioned in the description...champagne and strawberries in the room, an offer to schedule massages and it mentioned vaguely an option to receive dinner/breakfast in room or in hotel restaurant. We booked the room and received confirmation. I decided to email the massage/spa business that was mentioned on the hotel's site. I was able to book a couples massage for my hubby and I planned shortly upon arriving. When we arrived to the hotel, we were greeted with little enthusiasm. Ok, kind of a bummer, but not a big deal. However, Our romance package wasn't mentioned this is the reason I gave this 3 and not 5 stars.I have been in retail, patient care and management for 10+ years. Hospitality falls not far from my tree. The following concerns/short comings were not serious in the grand scheme of things, but, this is what I would of done differently: Welcoming a couple who purchased a specific package that your establishment offers. With maybe a question: "what are you celebrating tonight?" Or even just "we see you selected our romance package...." So, If you are either too busy or do not care to educate guests on special packages they purchased, (which are offered with a lot more enthusiasm on the website) AT LEAST, have a little print out, specific to the package details, in the room, when we arrive. A guest shouldn't have to ask questions, its tacky, IMO. I shouldn't have to call for details about my "free/included" dinner, or my breakfast the next morning. I also didn't discover the strawberries and champagne until hours later when I opened the fridge.(It was an after thought after traveling into town after working all day)Again, would of been nice for them to mention that.. "We see you have a massage scheduled soon, enjoy the strawberries and champagne in your room. We'll call you when they arrive". But, no. I called the front desk about 15 mins before my scheduled massage time. To get details of the room we were meeting in. The girl who answered the phone wasn't aware of it until she realized the masseuse was standing in front of her. From then on. I realized we were on our own to plan our night. We decided to visit a local bar and grill that turned out to be close, delicious, had great service and a nice drink menu. We came back to the hotel, where we enjoyed another drink or two in their bar, the bartender was friendly. We also enjoyed their hot tub for a bit. The room and bed was comfortable, clean. Food in their restaurant the next morning was a nice standard diner style breakfast. *Which, after a call to the front desk in the a.m, I clarified our breakfast would be covered under the package....Just a little underwhelmed but I suppose we got what we paid for. With the exception of what may have been a free dinner we missed out on. Oh well. I could of spoke up but I prefer to be stubborn to the expectation I held. I recommend the Kensington

, just not the...

I stayed at the Kensington for two nights because it was the chosen hotel for a UofM alumni event I attended. I have stayed at other hotels in Ann Arbor before and I’ll be returning to other hotels in the future as the Kensington was very disappointing.

Overall my room felt old, dirty, and dusty.

The chair at the desk was visibly dirty. It was also broken and there were small pieces of black plastic on the ground. I called the front desk about it and the phone button that said “guest services” actually took me to the on-site restaurant, so after waiting on hold for 10 minutes I had to call them through the public number from my cell phone. They did bring me another chair. Also broken, but at least plastic wasn’t falling off it.

The lamps, phone, and furnishings were dusty. The bedside lamp didn’t work.

Several of the outlets didn’t work.

The box spring cover was also dirty (photo included for reference). When I got to my room it was freezing. The temperature was at 63 degrees. I wore my jacket for hours until it warmed up to at least 68, and by then I was already chilled.

The towels felt thin and cheap.

The toilet would make some weird gargling noise off and on every 25 minutes.

There was a bug on my bed.

They put me in a room with a window facing out into another wall, and it felt like being in a dungeon. It didn’t help that right outside that window was the noise of what sounded like a generator and it was so constantly loud.

The ceiling above the bathtub was tearing and there were pieces of whatever the ceiling is made of in the tub.

To warn you, I was in room 157. I can’t speak to the other rooms, but this one was a dud for sure. I really don’t think anyone should be put in a room with a window that opens to another wall. And certainly not a room that doesn’t have functioning outlets and has a tearing ceiling. It felt like I was in an afterthought of a room that has not been kept up or even simply dusted.

When getting coffee at the front desk the person there handed over a cup of coffee and then only afterwards said it was $3. What?! It was so sneaky. If you’re going to sell coffee at your front desk at least say so or have a sign that says the price before you hand someone a coffee. Especially since many hotels provide free coffee to guests.

When they sent me my receipt they had charged me an extra fee that I called to get refunded. It was eventually refunded. Just a hassle to need to deal with.

The second star is because the parking situation is great. Plenty of parking and very easy to park.

I will not...