Atheneum Suite Hotel — Hotel in Detroit

tldr; cool venue + terrible service.

Below is a message I sent to the General Manager after our visit. I never received a response, so sent a followup indicating that I would be disputing the charge on my credit card and posting this as a review: Mr. Starsky,

I was advised by your staff to contact you regarding an issue we had this weekend.

We were staying at the Atheneum for a wedding being held on the 8th floor on Saturday 9/14. The room was booked under my wife’s name.

Everything was going well until I needed to quickly grab something from my room at about 11:30pm. I went down, and the card key did not work. I’m a frequent traveller, so I know this happens from time to time. I went down to the front desk to get a new key, which they provided and back to the room. It still didn’t work. I also noticed that NO lights were even flashing on the door.

I went down one more time and with new keys again, it did not work. After going down again, the front desk staff attempted to give me yet another key and I said it wasn’t going to work and likely there was no power at the lock, which was what was causing the problem. I asked that they call maintenance to come and change the battery and/or check power. They basically didn’t believe that was possible and sent me back up with security because apparently they know how to use doors better than me.

That obviously didn’t work, so we went down again at which point the Manager had shown up. Apparently he didn’t trust that his security staff knew how to use a door, so he insisted on going up himself and test the door. Unsurprisingly, it still didn’t work.

We had now tested the door 6 or 7 times, which is pretty absurd already. I kept insisting that they call maintenance, which they claimed they would, but clearly had not.

It was now about 1am and we had been sitting in the lobby and missed the end of the wedding.

At this point the manager disappeared “to go to engineering” — none of the staff knew exactly where he was and kept saying that the owner of the hotel was here for some reason. I repeatedly asked if someone could get the manager so we could get an update on our situation, but no one was able to reach him — in fact they didn’t even look like they knew how to try to reach him.

I asked if we could get another room to wait in until our room was ready (we needed to get our medications, etc as well). I was told by the staff that the hotel was fully booked, which was clearly untrue. I know hotels always keep empty rooms for just these types of cases — also, it just wasn’t that busy.

Despite repeated attempts to get information about what was happening, no one would say anything and seemed scared to try to contact maintenance and/or find the manager.

Eventually, the manager did show up and agreed to give us a room until our door was opened. I informed him that I would not be paying for the hotel room and he wholeheartedly agreed that that was be appropriate.

We went to the second room and rested for a bit.

At 2am, the manager called us and let us know that “he had figured it out” and opened the door.

We went to our original room, where he was waiting. I reiterated that I would not be paying for the room — he agreed & apologized and we said good night.

The next morning, we went to check out and the front desk said they would only give us 1/2 off and would have to contact you if we wanted anything different. This is completely unacceptable. We stayed at your hotel in order to make it more convenient — but it turned out the be significantly less convenient not to mention that we ended up missing part of the wedding.

Please confirm your receipt of this email and refund the full amount of...

This was my 2nd time staying there within 7 days. We stayed from October 25-26 and everything was perfect and they staff was amazing.

We booked for a 2 night stay this week November 1-3. When we arrived the guest reservation person was very pleasant as she was a week before even provided us with some traveling massage therapist to come to the hotel so we could relax since we were driving over 4 hours and I am pregnant.

We had an emergency back in Ohio and unfortunately we had to leave the hotel 3 short hours after we checked in. We checked out with the same guest services lady and she was so empathetic and compassionate.

We arrived back home November 2 at 1:30am .

I called this hotel at 8:38am to see if we were properly checked out and the guest services lady said we were still checked in. I told her we left offer 16 hours prior and checked out properly. She was rude and snippy and kept saying I’ll need you to transfer you to the managers voicemail because she is currently assisting guest with check in. I left a voicemail but wasn’t satisfied with her customer service which was shocking because it’s nothing like we received last week.

I then emailed Vonda Hodges (Reservations Manager) to get things resolved and I even said in the email that “This needs to be resolved to and hopefully with better customer service moving forward.”

I called back at 10:04 am because I couldn’t believe the manager was the only person checking guests in and out for over a hour and half. When the next guest service agent answered the phone… it was Vonda Hodges herself!

So I go on to explain what was going on and she interrupts me like “Ma’am incidentals do not return back to the card until 5-7 business days and you also booked through a third-party.” I said well that’s not true because we JUST stayed there the incidental fee was later that evening when we checked out and that reservation was booked through a third-party as well. Ms. Vonda says “Again…. Incidentals do not return back to the card for 5-7 business days”

I asked Vonda well did you hotel finally check me out. She replied “yes at 7:17am this morning” I said how when I didn’t call until 8:38am and the other guest services lady said I was still checked in. Vonda said that’s military time… so now me coming from a military family and US Marshall’s daughter I am now insulted. So I said that’s not military time. Then she says oh “ looks like you were checked out at 17:40” I then corrected her that’s 5:40pm which was the time of my check in. Then Vonda says oh looks like you were check out this morning at 10:00am.

I then went on to say like I know my time of voice isn’t too pleasant right now but you talking to me like a n** off the street (because Vonda is also a black woman) by staying “First of all and Again, and interrupting me was unprofessional behavior and unacceptable.”

I am a business professional my profession is a hairstylist. I come to Detroit every Monday-Wednesday to service my Detroit/Pontiac clients. My usual choice is MGM Grand however last week my partner wanted to try a different a hotel. We were very pleased last week however this week has changed my mind for good.

I know I’m just one guest that won’t be returning however like I treat my business… every client/guest should feel respected and enjoy their experience each and...

The Atheneum Suite Hotel in Detroit, MI, is a luxurious oasis that offers an exceptional stay experience in the heart of the city. From the moment you step foot into this elegant establishment, you are greeted with a blend of comfort, sophistication, and impeccable service that sets the stage for an unforgettable stay.

The suites at Atheneum are nothing short of exquisite. Spacious and tastefully decorated, they provide a true home-away-from-home experience. The attention to detail in the suite design and furnishings creates an ambiance of refined elegance. Whether you're staying in a standard suite or indulging in a lavish penthouse, you can expect nothing but the utmost in comfort and luxury.

The staff at Atheneum Suite Hotel deserves special recognition for their exceptional service. From the warm and friendly reception at check-in to the attentive assistance throughout your stay, their professionalism and dedication to guest satisfaction are evident at every turn. The staff members are knowledgeable, accommodating, and always ready to go the extra mile to ensure a memorable experience.

The location of Atheneum Suite Hotel is ideal for exploring the vibrant city of Detroit. Situated in the heart of downtown, it offers convenient access to a plethora of attractions, restaurants, and entertainment venues. Whether you're interested in exploring the city's rich history, attending a sporting event, or enjoying a night out on the town, everything is within easy reach from the hotel.

The amenities at Atheneum Suite Hotel are top-notch. The fitness center is well-equipped, allowing guests to maintain their workout routine while traveling. The on-site restaurant offers a culinary delight, serving delectable dishes prepared with finesse. The availability of complimentary Wi-Fi ensures that guests can stay connected during their stay, while the valet parking service adds an extra layer of convenience.

The attention to cleanliness and hygiene at Atheneum Suite Hotel is commendable. The suites and common areas are meticulously maintained, creating a pristine environment for guests. The commitment to providing a safe and comfortable stay experience is evident, contributing to peace of mind for guests throughout their stay.

Furthermore, the Atheneum Suite Hotel offers a serene and peaceful atmosphere despite its central location. This allows guests to unwind and relax after a day of exploring the city or attending business meetings. The serene ambiance, combined with the luxurious amenities, makes it an ideal choice for both leisure and business travelers seeking a tranquil and rejuvenating stay.

In conclusion, the Atheneum Suite Hotel in Detroit, MI, is a true gem that exudes luxury, comfort, and exceptional service. With its elegant suites, attentive staff, prime location, and commitment to cleanliness and guest satisfaction, it offers a memorable stay experience for discerning travelers. Whether you're visiting for business or pleasure, the Atheneum Suite Hotel provides a haven of relaxation and sophistication in the...