DoubleTree Suites by Hilton Hotel Detroit Downtown - Fort Shelby — Hotel in Detroit

My brother-in-law passed away the first night when we arrived we were placed in our expensive Suite with no AC not working they sent maintenance up and he said that it was really warm in there and I said no kidding he stated I can get you a fan he brought us up this Square blue fan from back in the day it was Dusty it did not put out any air whatsoever we pay $700 and something dollars for this hotel suite they informed us they were booked and they couldn't move us to another room until the next day I personally wanted to leave but my husband was tired we had flew in we had went to the visitation went to the rehab where my sister was my husband was exhausted that's the only reason we stayed because if it was left to me we would have went to another hotel yes I asked for my money back on my credit card my husband tired we sweated all night the next morning getting ready for the funeral I was applying my makeup as quickly as I place the makeup on it was melting off my face I went down and I talked to the people at the desk they were not helpful I stated the manager that was on duty when we arrived that Thursday stated that he would leave notes and make sure that they gave us another room the next morning we waited we had to go to the funeral and started at 10:00 a.m. when we arrived back to the hotel front desk did not have any knowledge about the day before on that Thursday this had to go over everything again with them I'm already sad about losing my brother-in-law and my sister his wife was in rehab and she was in rehab when he passed away so just leaving a funeral and coming to your hotel room and no one has any idea or knowledge what we talking about I had to tell them what the manager on our first day that they would give us a room with AC working if not I want my money back I called the credit card company let them know what was going on they did give us a room working AC pay for valet parking I gave the keys to the front desk because there was no Valley person available to accept the keys we got a ticket $45 telling you people this was a real nightmare my husband was exhausted still from the visitation going out to eat funeral going out to eat being with the family going to rehab to visit my sister that was her husband that passed away seriously when they told me they didn't have any idea what we're talking about I just busted out in the lobby crying I just couldn't take anymore we had flown in from Texas to Detroit Michigan dealing with a sudden loss of my brother-in-law his wife in rehab all just too overwhelming and we didn't have a decent room to stay in I went to the restaurant ordered a glass of wine the guy behind the bar said well try this it was okay I ask for the ticket after my glass of champagne $25 go back up to the room and lay down and get some rest my husband I told him

for that one small glass of champagne while I'm paying them the police pull up behind our rental car had been there for 2 hrs l I stood up and to see if he's going to our rental car but he didn't he went inside the hotel that we're in Doubletree Suites in Detroit Michigan he informed them that they were going to give us a ticket he did they call our room the next thing I know when I reach my room the phone rings they informed us after he had left that we received a ticket when we had paid 145.00 for valet parking for 3 days again I go to the front desk talking to the people and they informed me there I had to speak to the manager well I want to speak to the manager I started explaining everything from the beginning from our arrival off the unsettling events and I just bust out crying again uncontrollably I cannot believe I'm at a funeral from Texas in Detroit Michigan Doubletree Suites supposed to be one of the best living nightmare from hell and the one lady older lady behind the counter who has been snotty to us couldn't wait on other customers trying to listen to our conversation with management I've never had an experience at a hotel in my life as no empathy...

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...

Great cookies, horrible most everything else. I've given them almost a month to respond to my emails/survey without hearing back so I don't feel bad making this negative review. I assume they are overworked and understaffed and would not blame any individual members of the staff outside of management.

First up, they gave me the wrong room. 1 king instead of 2 queens. My friends were fine sleeping on the floor but it was irritating. Hotel was fully booked so I could not be given the room I paid for.

Had housekeeping come by only once for 4 nights. I requested daily. Was told they'd be there daily. They just never showed up.

Requested sheets for the pullout couch since there were none in the room. This took 2 days to accomplish. Calls to guest services or the front desk did not help.

Took 2 days after requesting towels to get them. I needed extra towels for another issue that I ran into that I'll mention next. These towels were NOT brought by housekeeping like one would expect.

My room had a water leak from the room upstairs. Both rooms were occupied so the engineer could not investigate completely. This leak progressed from the wall towards the bed at a rate of 2 feet per night. The final day I woke up for it to be almost at the bed. This did make half the bedroom inaccessible but it didn't damage much of mine. The engineer was fantastic and did an amazing job setting me up with extra towels, a standing fan for the carpet and even got us the sheets we had been requesting for 2 nights.

Other things that cannot easily be remedied - The bathrooms had no ventilation. We were missing the bathmats (until the engineer got some for us) which caused a few slips and one fall. It does not surprise me that this hotel has plumbing issues and water damage with how poorly the bathrooms were designed.

I've traveled a good amount and this was hands down the worst hotel experience of my life. I understand they couldn't move me to a different room since they were fully booked. They could still have moved me to a different hotel nearby that wasn't flooded. Running out of towels shouldn't be possible for a hotel. That is one of the key resources. Housekeeping was understaffed from what it seemed based on my experience and others also staying there that weekend. The fact that I had to pay extra for a worse room that had all these problems is disgraceful.

Cookies were good and front desk staff were all nice. And big kudos for the engineer for...