TownePlace Suites by Marriott Detroit Auburn Hills — Hotel in Auburn Hills

TownePlace Suites by Marriott Detroit Auburn Hills was wonderful to work with, with a few hiccups along the way. Regardless of fluke situations out of their control (see below), the hotel staff did a great job! They were very friendly and helpful. The rooms were all very clean - they even do bed bug checks after each person leaves due to international guests. The complementary breakfast was good, and the guests were happy. We had a great time sitting out on the patio after our wedding with friends catching up with some cocktails (which we provided). All in all, it was a good experience and I would recommend them to others.

We did have to provide our own transportation for our guests to/from the ceremony/reception due to distance. We had 25 rooms booked as a block for our wedding. Janelle was our main point of contact and she was spectacular! We did have one incident with a fire alarm – it started going off during the day on Friday but the hotel was unable to resolve the issue at that time (I was unaware of this issue since I had yet to check-in). We had welcome bags for our guests that were given out by the hotel receptionists; however, some of the bags were not handed out on Friday due to the fire alarm issues at the time, and some on Saturday due to guests checking in and needing to rush to catch the transportation to the wedding. They were able to catch some of the people with the bags as they were checking out; however, we still had 7/25 that did not receive a bag at all.

On Friday night, the fire alarm continued to go off (went off 6 times between 10:00 PM – 11:45 PM) caused by an issue with the pool area, but the moment I e-mailed Janelle about the issue she was on the phone with the front desk within 2 minutes (she had already called and spoke with the front desk before I could take the elevator to the ground floor). They had a district manager drive over and hour to help resolve the issue, as well as the alarm company come out to review the situation. At 11:30 PM, they offered a room in another hotel for a good night’s sleep, but I couldn’t leave my guests to deal with the alarm. They slightly discounted the rooms of those who complained for Friday night ($10.00) for the inconvenience. Regardless of situations out of their control, we had a good experience...

Don't expect your rooms to be cleaned. The staff missed ours on our stay and needless to say I went down stairs to alert the front desk help and she called housekeeping and they weren't on site to come and clean. So I had to get the sheets and redo our beds myself. So I said I need to get some points if I got to clean my own room and pay for it too. And the young lady said she would let the supervisor know. Now I know they can give courtesy points just on initial diffuse the complaint kind of situation and that is all I wanted, because I was the one who had to come back to the hotel to an uncleaned room and an unmade bed. I don't get in unmade beds at home, so I wasn't going to do it at the hotel. I say all this to say that, because I was there on Friends and Family, I stay there for a lower rate but I expect the same service and treatment as of I was there on my husband's Platinum rewards status. You treat everyone the same attitude... Well the GM (female-name I don't have at hand right now) say's well, we check the housekeeping list and it had a note on it that said you had your do not disturb hanger on your door. Which I promptly said, No I didn't and maybe housekeeping was in a rush and skipped my room, mistakenly or intentionally, but you don't call me a LIAR for something like me saying that my room was not cleaned. BECAUSE had someone been available to clean the room once I found it not services yet, I would have been fine with that, because I was tired from the event I was at that day and didn't want to clean anything, but NOOOOO, no one was there or stepped up to clean the room for me, so yeah, I wanted some points for doing "YOUR" work. So needless to say, I won't be using Marriott personal and business reasons anymore. This is my 1st time posting any problems with this chain because I have always been so loyal to them for a number of reason. Specifically how the treated "Platinum Members" and believe me you have to shell out a ton of money to get that "elite" status. But my profession is Travel Agency Owner as well. So I direct the sales of many hotel chains when I work for my customer's and families. Guess what company is now removed from my highly recommended chains to use??? YEP!!!! Marriott and Starwood are now on the...

Our room wasn’t ready upon arrival. We had to wait for an hour and a half in a parking lot despite checking in online ahead of time while they prepared our room. They told us when we got there that the heater/air conditioner in the room was broken. They offered to switch our rooms or give us a discount. We opted for the discount because we needed that specific room type due to having young kids and adults (2 bedroom suite). The discount wasn’t much— we maybe saved $20. We wish they would have given us more notice about the room not being ready and the status of the heater/air conditioner. The TV channels in the room rarely worked due to a poor internet connection in the hotel. Also, if you tried to watch Netflix the 4K movies/shows wouldn’t work because of outdated TVs. Handles on cabinets would fall off in the hotel and we would have to repair. The coffee pot lid was broken and would fall off each time we poured. Also, the hotel was poorly stocked with towels, toilet paper, paper towel, etc. We were also required to reserve a time at the front desk to schedule 30 minutes of pool time for our family due to Covid restrictions. We did this. When we headed to the pool we checked in at the front and asked for towels. They didn’t bring them. I sent my husband to ask for towels again as our 30 minute time frame was ending. Still they didn’t arrive. The front desk clerk arrived at the pool with towels for the new family that they allowed to enter as we stood there dripping wet waiting. It is supposed to be one family at a time and the family that walked in had about 15 people in their party. A lady walking in saw my face and yelled to the front desk clerk to please bring us towels. He finally did after 5 more minutes of us standing their dripping. This place struggles with management, customer excellence, and needs to update/maintain their hotel rooms. We would not...