Delta Hotels Detroit Novi — Hotel in Farmington Hills

By way of perspective, I'm a lifetime Titanium Elite member with Marriott envoy.||I’m a hardcore Marriott fan, and I’ve stayed at many, many Marriotts. I've stayed at less hospitable hotels, but I don't think I've stayed at a less hospitable Marriott. ||Short version: The room had a couple of critical problems that were never addressed. The whole staff was courteous but unresponsive to my very legitimate concerns, didn’t know things they should know, charged me hidden fees I've never seen at a Marriott before, couldn't explain them, and which the reservations line didn't know anything about. The call at 1 am call suggesting I switch rooms (responding to my 10am request) was a particular lowlight.|| I’m unlikely to be saying at another Delta, and even less unlikely to stay at the Delta Marriott Novi again.||OK, the longer version. I've never stayed at a Delta Marriott before. When I asked the Marriott reservations desk what the situation for breakfast at the Delta was, she did not really know (a mark against Marriott -- they have a lot of new brands and it's hard to keep them all straight). At the hotel, I got three different answers from three different hotel staffers, but two of them said that they have a separate Elite pantry, and that breakfast was $10. That looks like it's true.||When we arrived at about 2:30PM, the 24 hour pantry was largely devoid of snacks. There were three bags of chips left in a couple of leftover breakfast pastries which were prepackaged, not fresh. There were also a few diet Pepsis left. There was also milk and dry oatmeal, and on the upside there was a cappuccino machine.||I've attached a couple of photos of the pantry free overview, taken in the afternoon.||When we entered the pantry the first thing we noticed on each floor was that they have giant dehumidifiers in the hallways, I presume pull water out of the air. The air conditioning works well though. These are loud and there was one right outside of my room . And see the photo.|||The room was a king with a pull out sofa bed which we actually needed for this trip. The room had a refrigerator and two TVs, but there were no blankets in the room, so we had to go downstairs to get them. (no problem).||After dinner when we settled into the room we found two glaring problems. First, the light next to the bed was missing a light bulb. However upon further examination when I went to replace it, I found that it wasn't just missing a light bulb but the light socket was actually missing from the fixture as well (who steals a socket?), so I couldn't just move another bulb from someplace else in the room and I couldn't ask for a bulb from the front desk. It was too late to get engineering in the evening so I decided to wait until the next morning. ||The second thing that became obvious to me when I went to bed was that there was a leak in the ceiling from above to the floor below in the corner. Water was dripping from the ceiling to the floor. A quick review showed that this had been going on for some time because there is rust on the panel in the ceiling, and the floorboard a has become damaged and discolored through the wallpaper and the baseboard. You can see this from the pictures. ||The next morning, when it was time for us to leave the hotel, I asked the front desk about both of these problems. I asked them to get engineering to fix them, and they said they would do it You, and they took notes.||When we returned to the room in the early afternoon nothing had changed. After changing and getting ready for our afternoon activities, I again stopped at the front desk, gave them my room number again and told them that these issues had not been addressed. I didn't wait for them to take detailed notes again because I knew it had been taken earlier and I had an appointment to get to so I wish them a good day and ask them to please take care of them. ||When we returned in the evening there had been no change and like before there was no notes that anything was being worked down. ||At about 1:00 a.m. I received a call from the front desk. It had been a long day, and an early checkout so we were asleep. The incoming desk person told me that he had received a note asking that we needed to change rooms and was I ready to do so. I pointed out to him that we had made this request twice yesterday morning and afternoon and that it was now past midnight and to have a good night.||In the morning, I got my electronic copy of Bill, which included about $35 in charge is per day for my two free night stays. These were listed as redemption fees. I don't think I've ever seen anything like this before.||When I checked out, I asked who the manager on duty was, and I was told there was no one, just the desk person, who was the person who called me at 1:00 a.m. He explained that he had just seen the notes there when he came in and was following up. He said that there had been a note left with me but he couldn't tell me where that note was left or when or what it said. He also said he had had a note left for him, but she could not or would not produce it for me so that I would know what it said. He did of course apologize for the inconvenience .||When I asked him what the $35 per night redemption fee was he likewise was unable to give me any information on it and couldn’t do anything about it. I noticed that they had literature for the credit cards and points right on the desk advertising free nights. He could not tell me how a free night costs $35 for a $125 a night.||I called the Marriott reservation number to find out what it costs to redeem a free night, and the reservation agent was confused. He pointed out that the word free is in the title. I have no idea why I was charged $35 a night including taxes for a free night, so I put in a complaint to Marriott for both the room problems and the question about what free means. ||One more thing that I found that I did not care for at the Delta Novi. Well the Elite pantry is available to Elite Members, I'm not sure what level there's also a $10 buffet breakfast, which I'm pretty sure is not open to Elite members at no cost, though as I said above there was some question about. I took a quick look at that breakfast and was not impressed. It had eggs, sausage and potatoes in the hot bin and bagels and that looked to be about it. I didn’t try it. I would have shrugged and perhaps had the oatmeal if they gave it to me separately, but I'm not clear that it was worth a separate $10. ||I was overall much less than impressed with the Delta Marriott Novi, and I'm unlikely to stay there again. ||My next stop is to protest the charge for the “free night” with my (Marriott)...

Where do I start…. The check in process was not the issue. I had help from Kayla who was nice enough to allow me and my husband to check in early, however when we arrived for check in was informed that the pool and the jacuzzi are closed due to renovation, I stated someone should have advised on the site when booking due to mis leading information I booked with them because they showed they had a pool listed. After she explained I was informed that it was a free continental breakfast beginning at 7:30am to 10:30 am in the mornings. I did state that kinda made up for not having a pool at that time. The next morning came around 7:55 am I head downstairs for breakfast there is no one at the front desk. Another guest and I are trying to locate the breakfast and also the staff and no where to be found. Eventually staff present themselves and show us where the breakfast is located which was inside on the UNO Grill. There was a gentleman (African American) I’m not sure of his name but was helpful to accommodate me bringing me a container that I could place my breakfast in to take back to my room. Guest are starting to walk in and take part of the breakfast, making plates and conversating but no staff ever present themselves. As im reaching for cups for coffee I was approached by a female individual (Caucasian) wearing a UNO shirt uniform asked me what my room number was. I stated my room number and also asked why was that information needed, she stated not all rooms are included with the breakfast and I asked her to clarify as I did not understand what she meant. I did advise her that I was informed that this was a free continental breakfast provided by the hotel and was never advised it had to be included in my room. As other guest are still coming in to enjoy there breakfast no one bothered them and asked for a room number to confirm if they had been placed on the list. The woman stated she did not see my room number from the list she obtained from the front desk and told me she doesn’t know who informed me of that. I never thought I would ever be placed in a situation where Racial Discrimination truly existed. I was embarrassed and humiliated and treated as if I was unwelcome in there establishment over a free breakfast. No other guest that where there for the breakfast was ever bothered and questioned for there room number. Other guest that where there where also Caucasian. With me being there for at-least 30 mins to see each individual walk in and obtain breakfast no one was questioned about there room number or if they where listed on a list. I asked for a manager or supervisor I even asked for the owner. I was told at 8:30am no one was on site and I was also asked what time I would be checking out I stated 12pm they stated they would have Lonzo the Manger give a call when he arrived. I still have not received a call or an email in regards to my complaint. My one night experience was not what I imagined it to be specially it being me and my husband wedding anniversary. From the elevators freezing and not working to our TV going out with an error code across the screen for hours to dealing with Racial Discrimination for trying to get breakfast that was supposed to be free. I’m truly upset my husband an I checked out immediately after the incident. I felt it was ok for Delta Hotels to take my money but not resolve the guest being treated as such. This was very disturbing and traumatic situation that left me very...

Well, this is a very tired and old property. My experience here would probably be worthy of a three star review; however, they completely messed up with my missing headphones. Here’s what happened, I left my headphones in the room. I called the hotel the next day and asked them if the housekeeper found them and I was told that they were found she even properly described the case. So I know they were there. I told her that I would be up in the Detroit area in a few weeks and when I’m up there I’ll stop in and pick them up and I thanked them. So, I show up a few weeks later and nobody can find the headphones. I probably waited there 15 or20 minutes and I even gave the front desk clerk picture of what they look like. They knew what they were looking for and then I gave them my phone number and said when you find them please call me because they seemed to think they knew the person who had them but that person wasn’t it. After three weeks I never hear from them so I called the hotel and they don’t know anything about the headphones. Then I contacted Marriott corporate figuring I would get response that way and I did I receive a phone call from someone and he tells me that he has my headphones. I said great. He asked for my address to ship it and I gave it to him, but it took him a week to actually send it to me. Not to receive it but to actually physically put it in the FedEx envelope. I open up the envelope and what do I see….an AirPod case, Apple AirPods. My headphones were cheap and not even worth all this hassle but my feeling now is that there’s somebody out there who is missing AirPods wondering where they are because they’re very expensive. I texted the guy back asking him where I should send these back to you because they’re not mine. So I sent him those AirPods that same day through the USPS and I paid for the postage and got nothing in return from Marriott or the Delta hotels specifically. No apology or anything. I finally said to the guy, “hey man I don’t know I don’t know what you’re planning on doing for me and my inconvenience but bonus points would be a good start. They did throw a few points my way but it obviously wasn’t worth this hassle. I’m sure this is an isolated incident, but in every case, this hotel really seemed to fall short. Hotel itself, it has seen...