Hilton Garden Inn Detroit Downtown — Hotel in Detroit

This Hilton Garden Inn Should Be Renamed: The Hilton That Tries to Do the Least

As a loyal Hilton Diamond member who stays exclusively at Hilton properties, I was disappointed by this location. While there were a few positives, the overall experience was frustrating and wholly disappointing.

The Good:

Great location. Just a 3-minute walk to Ford Field and close to other downtown attractions. Felt safe. As a woman traveling with my 12-year-old, I appreciated the visible presence of valet staff, even though valet felt unnecessary for a hotel of this caliber. Excellent valet service. Justin, in particular, was kind, helpful, and knowledgeable. The valets were the only staff who delivered true hospitality and the only ones we tipped.

The (very) Bad:

No breakfast included, and the paid breakfast has limited offerings. We chose to eat elsewhere - Cannelle and Iggy’s Eggies were great. Starbucks and Dunkin' are also nearby. Minimal effort on housekeeping. No daily cleaning unless requested and they DO NOT tell you this at check-in. Even when requested, it was subpar. Stingy with amenities. Only one coffee pod and two faux creamers per day (no half-and-half). The lobby coffee station was out of cups, and when I asked for more, I was told by a man who never left his chair or looked up from his computer, “We don’t have any." I had to track down a housekeeper just to get another single coffee pod and 2 creamers. Apathetic customer service. Staff couldn’t be bothered to help at any point. We were told to leave our room for cleaning due to “COVID policies,” causing us to miss a scheduled event. When I shared my frustration at the front desk, the same staff member, who previously refused to help with coffee cups, decided to interrogate me about why I hadn’t changed clothes before being forced out of the room despite having no warning of when housekeeping would arrive. He offered no help, only blame. I reported everything to the sales manager, who said the GM would follow up by text. Unsurprisingly, he also did the least and did not text. We did not receive an apology. No points were added to my account as promised. This team does the absolute least unless they’re giving attitude or excuses.

The Ugly:

Run-down and dirty. The lobby has a makeshift setup that feels like a motel. Our shower and towels had pubic hair, the drain was clogged, and even after a so-called cleaning, the room was still dirty. Stained mattresses, lumpy pillows, and outdated amenities. The TV doesn’t support streaming, Bluetooth, or casting - just satellite TV with poor reception and few channels. This hotel was built in 2003 and clearly hasn’t been updated since.

Unless you are desperate to stay very close to Ford Field, I would find other accommodations.

ETA in response to the "owner" Your reply is completely false. There was no mention of every other day cleaning. The housekeeper asked us if we would like service on Wednesday and I said yes. She asked us when we were leaving and I said 10:30. She said she would clean when we were gone. She DID NOT. She also DID NOT offer another time to come back. This was not offered to us by anyone. I was instead interrogated as to why I didn't change before the cleaner came! This is why I complained to the sales manager. The sales manager promised me a text from the GM, which also did not happen. Nothing was rectified. Everyone did the least amount possible during our stay. You may have cups, but your desk attendant was not bothered to get off his seat to find them. I have changed my rating from 2 to 1 based on the owner's reply here, which is full of false information. Customers should keep this unprofessional reply in mind when deciding whether to stay here. They do not care about their customers, lie even though there is documented proof, and do not uphold the Hilton...

When we arrived to check in, the valet staff and the front desk staff were amazing and very wonderful and professional. Reggie sending the texts through the afternoon was a welcome change from different hotels.

The room was very clean and everything was stocked perfect. The right amount of towel, pillows, etc.

Then the quality in service drops drastically when it comes to the night staff. When we arrived back to our room at about 8pm, everything was ok. It wasn’t until the Tiger’s game finished and other guests started arriving back to the hotel. At about 9:50 we started hearing hollering and other loud shouting in the hallways. Being next to the elevator and not being quite 10pm yet, I let it slide. By 10:15, 25 minutes later and the loud talking, laughing, and whatnot had not stopped is when I opened my door to see what was going on. I see three young men, in there early 20’s just standing in the hallway drinking beer and acting like they were at some house party and the hallway was the only place to stand. Two of them were just shirtless. I said to them that it’s after 10pm and some people had to get up early so if they could please take it to their room and not in the hallway. They stated “we didn’t know others were trying to sleep.” And after a few minutes they sauntered away. About 20 minutes later, the loud cacophony of loud drunk women came out of nowhere and then I heard all the guys from earlier. This went on for a few minutes and when I knew it wasn’t going to quiet down again I called the front desk. I was told that the game had just let out and that it would quiet down shortly. I then told her that I doubted that since they were hanging out and drinking in the hallways. She said she would send security up. They did that only once. From about 10:45 pm to about 2:15 am, the random shouting, screaming, and other sleep shattering noises erupted from the hallways. Security only checked on this once. I know this because at 1:30 we texted Reggie back and got a lady named Tori and she said she sent security up once and they didn’t hear anything so they left. After 2:15 am, I got up and put headphones in to actually be able to get a solid amount of sleep.

Knowing how the guests on our floor were, I am very confused as to why security did not do more sweeps of the area throughout the night. Especially since more and more people were appearing from the elevators.

I now have to drive 5+ hours tired which is not the safest thing ever. I choose Hilton’s for the safe assumption that I won’t have to deal with things as if I was staying at a Motel 6 or Days Inn. Please re-train your night staff to not just do the...

The location of this hotel is great. It’s close to sports and entertainment venues and Greektown. There are some very nice people working here too. We especially appreciated the hospitality of the parking staff.

Unfortunately the hotel is a mess due to the renovations that are underway. I believe the hotel should be forthcoming about the impacts of the renovations on service and facilities, because if I had known the condition of the hotel I would have booked somewhere else. There was no buffet breakfast available, even though our reservation stated a free buffet breakfast was included. The restaurant was not open at the time it said it was. When it was open, it took an hour to get a simple order (flatbread and chicken wings) from the restaurant even though no one was ahead of us waiting for food. The restaurant was severely understaffed and people were waiting just to be seated for breakfast even though the dining area was less than half full. The one waiter on duty was doing the best he could, but there was no way he could serve everyone himself.

All the public area rooms except a small lobby were torn up. No business center. No conference room. No meeting rooms.

I checked in online and selected a room more than 12 hours before the check in time. I then messaged the front desk asking that housekeeping be sure to clean the sofa bed, leave clean sheets for the sofa bed, and leave two extra towels. Tori at the front desk responded very promptly and assured us our room would be ready and cleaned as requested. We really shouldn’t have had to ask that the sofa bed be cleaned, but we’ve had too many issues with dirty sofa beds at Hilton properties, so I always ask.

Check in time is 3 pm. We should have gotten a digital key shortly prior to check in time, but we didn’t. We were arriving at 3:30 pm, so I messaged the front desk to ask if our room was ready. It wasn’t. The gentleman who said he was the front desk manager was very rude. I was told our room was not ready because I requested it be cleaned. Rooms should always be cleaned and should be ready at check-in time. This is very basic service. I was offered a different room where the sofa bed had not been cleaned. I opted to wait for the room I had originally selected. When we got there, the room was reasonably clean, but it was stocked with only 2 bath towels for 3 people. What’s the point of telling guests to check in online if rooms aren’t ready when they are supposed to be?

Hopefully this hotel gets better when the renovation is done and they hire...