Dearborn Inn, Autograph Collection — Hotel in Dearborn

I arrived when it was dark and was told my room was in an annexe in a building away from the main house. Not ideal as a woman on her own. The room was dirty and with an horrific mechanical noise coming from the heating and air conditioner unit in the bathroom. I call up to complain - asking to be moved out of the house for both of these reasons. The woman was rude and clearly uninterested in my issue but agreed to send an engineer over. He came and said that the unit was faulty and would I like a plug in radiator! I was told I could move to a room down the corridor in the same building - no offer of help, I had to go to the building, get the key and come back and move. This room was dirty as well, both bedsheets had stains on them and the bathroom was again covered in mould. By this point I was tired, very upset and just tried to go to sleep. In the morning I take my bags over, from the other building and was told they would be placed in my room upon my arrival back at the hotel later that evening after I'd finishing work. The supervising manager on the desk was incredibly rude, talking to me like she couldn't be bothered and I wasn't a priority. I have worked in customer service myself for a long enough period to know that this is a terrible quality. Rude, short, dis-interested and not at all on side with trying to make me feel any better about the situation. That evening I came back, I'd been moved to a room in the basement level, which was cold, dark and surprise surprise, dirty. With mold, dirty carpets and a musky smell. My bags hadn't been put in my room, as I'd been promised, and again, when I went to the desk, I was faced with rude, vacant staff. As an individual traveller coming from the UK, I am appalled by the entire experience. At no point did anyone try and empathise with the situation, communicate with me in a polite way nor even pretend to care. I was clearly upset by the entire experience. I was given 50% discount to one of the nights stay, which frankly, I don't think is good enough. I was offered complementary breakfast, marriot points, even a drink at one point - but none of these things were honoured, just said out loud as lip service. The hotel is tired and dated, your staff are rude and all focus and attention is put on the big group bookings - If you're unable to deal with the individual with a level of humanity and customer service alongside the bigger bookings, might I suggest you don't take them as I had a...

If you find yourself in Dearborn, stay at the Dearborn Inn. Built in 1931, by Henry Ford, this is a unique and charming property. It's not without its issues, but they are minor and overshadowed by the gracious grounds and the outstanding staff.

I was here for business and without a car, so I felt initially trapped by the inability to leave the property. Apparently, I'm not alone because they offer a free car service to take you anywhere you want to go within 3 miles. This was perfect since I had them take me to the grocery store so I could stock up on water and healthy breakfast options (sort of). When you book, be prepared to be housed in one of the out buildings or request to be lodged in the main space. It is not an issue unless you are limited in mobility. I was in the MacGuffy, between the pool and the Burbank building and while there was an odd odor in the common area (stairwell, foyer) my room smelled fine. The room wasn't as clean as I expect, for a Marriott property and I addressed this with the staff, but it was spacious, had AMAZINGLY icy air conditioning, and a great view of the verdant shady lawn. There is no elevator, so if you are an over-packer or have bad knees consider the main building which has elevators.

What sets this property apart are the incredibly lovely grounds with manicured flower beds that perfectly compliment the Georgian architecture and the majority of the staff. In particular, I had the pleasure of being assisted by Chaz. He was a gem; friendly, knowledgeable, and willing to do what he could to make my stay pleasant. He drove to the grocery store and the rental car pick-up. He was one of those rare folks who you can tell really do care about making the experience positive. Additionally, Regina was my go-to for the room cleanliness issues. She was at-the-ready to fix them and her helpful attitude was great!

Finally, onto the restaurant - The Edison. I'm a picky eater. I eat lots of fresh veggies and fruit but without a refrigerator in the room, I had to eat at Edison's. It was NOT A HARDSHIP! This was the best hotel restaurant I've ever experienced. Great waitstaff and thoughtfully created and delicious food, or dare I say, cuisine. Do yourself a favor and get the Mushrooms Napoleon and French Onion Soup. I can't speak about the meat dishes but my colleagues seemed equally enthusiastic.

Would I Stay Here Again?...

I stayed at the Dearborn Inn because of a family members wedding. I think the hotel is beautiful but the front desk staff and clean-up crew after the reception were awful. Very poor communication and follow-up. I called early the day of check-in to inquire about an early check-in. I was informed that my room was clean and I could check-in any time. I arrived about 2:30pm and was told that the room was not clean. At this point I asked if the adjacent room was cleaned. The clerk behind the desk look perplexed and stated that it was not an adjacent room. When making the reservation we were very specific about the adjacent room. They immediately switched our rooms so that they were adjacent and told me that they would call me when the room was clean and that check-in was 4pm. At 4:10 and no phone call I went back to the reception/check-in area. The room was clean but could not answer why I did not receive a phone call. I felt that there was so much miscommunication and continually telling me that they we sorry I did not believe that it was sincere. During the reception I felt that the wait staff was too quick to take glasses and plates. Not rude but not friendly either. The bartenders were very professional. At the end of the night, after the reception, the cleaning staff was in such a hurry that they took the pizza away before the bride and groom got any. I went into the kitchen to find a staff member to ask them about it, I observed them taking it out of the warmed oven. They did box it up for the bride and groom. At this point the mother of the bride asked about the cake. After they had cut it up, and sat it in the corner, she realized it was gone also. Once asked about this they boxed the cake up as well. I felt like this was selfish and going to be there midnight snack. They should have offered it to the people that paid for it first. The next morning there was a breakfast buffet (paid for by the bride's parents). The food was delicious and the wait staff were extremely friendly and professional. Because of the continual miscommunication before I even checked in and the repetitive "I'm sorry", I was extremely irritated and would NOT recommend this hotel to anyone. I am a Marriott rewards member and will stay at another Marriott hotel, just not the...