Detroit Marriott Livonia — Hotel in Livonia

We stayed here last June with really no major complaints other than it's bustling and very busy ALL hours of the day and night. I called today to reserve THREE rooms for this coming June, and I couldn't have been treated more rudely by the person taking the reservations.

First of all, she spoke very quickly and did not annunciate her words at all. I'm relatively young, but had to hold the phone super close to my ear and block out all background noise just to hear and UNDERSTAND her... This was not because she was foreign. She was just curt, short and her tone was incredibly rude. I asked for three rooms together on the first floor because my elderly and handicapped father will be traveling with us. He needs a first floor room and we need to be close in proximity to him to assist him. She told me they could not guarantee rooms together or on the first floor. Okaaaaaay... Even for a handicapped person?

She very hurriedly quoted me prices. Then I asked about AAA rates and the breakfast included rates. She rudely replied, "mam you need to TELL me if you have AAA and want the breakfast rate! There's no way I can just KNOW that's what you want!" Ummmm.... Excuse me?????!!!! Did she really just say that, and use that tone, to a loyal Marriott Rewards Customer reserving three rooms? Yes she did! With that, I had had enough and was through wasting my time talking to this belligerent and insolent young woman. I hung up. Not caring or bothering to say another word to her.

I debated changing our hotel choice for our stay. On occasion I've stayed at Hilton Hotels and have never experienced any sort of rudeness from their employees. But after consideration, I did recall that our actual stay at Marriott Livonia last year was pleasant and accommodating. SO... I went to the Marriott website and reserved our rooms via the website, which I recommend.

Based on our actual stay last year, I'd rate this hotel a four star. But customer service is everything. Especially for reservations, which is what customers experience first!

I'm also guessing this woman was located at a central reservation site somewhere other than this actual hotel. Regardless, corporate would do well to monitor and record conversations of all employees for politeness and efficiency. This woman was more concerned with telling me what Marriott Livonia could NOT do for us. Which was disheartening, especially with a handicapped...

First let me state that we are lifetime gold members, currently with platinum status (one more year until we are lifetime platinum status) and headed to Titanium status for next year, so needless to say we are loyal Marriott members and do a fair amount of business with Marriott. This was by far the worst experience I have ever had with a Marriott brand hotel. This is not a 4 star hotel. The hotel overall needs some serious updating. The carpet in the halls are unraveling and the molding is falling from the ceilings. The concierge lounge which is usually open 24 hours for status holders, was locked and only open for breakfast and happy hour - with the grumpiest manager imaginable who told me when I went in to get a cup of coffee, that breakfast was over and they were now closed at 9am. SMH. On to the reason for my review. The beds are very uncomfortable. The carpet in the room was dirty and stained. The sink handle in the bathroom leaked - every time it was used - all over the counter, soaking our toiletries and on 3 separate occasions - we did not have hot water for showers. After the 3rd time we were without hot water, I was told by maintenance that our room and the room next to us were as far away from the boiler as it gets so there wasn't really anything that he could do. This is a completely unacceptable response. Now, as nice as the goody bag that they sent to our room was, it certainly doesn't make up for the issues that we experienced. I was told by the representative at the front desk that per the GM - who we never had contact with - in addition to a monetary credit for our room, that we would be issued additional points for the inconvenience. That was promise was not kept. Not only were we charged for original reservation rate, we were not given any kind of credit nor were we given additional points. I couldn't even dispute it at the time because when we checked out we were told that everything was taken care of and our hotel bill showed $0.00. This receipt that was email the following day showed the full charge and our Bonvoy account didn't show any extra points given. I believe the goal was to get us out of the hotel as quickly and quietly as possible and since we live 2200 miles away, they figured that we most likely would dispute the charges. I honestly will never recommend this hotel nor stay here ever again which is unfortunate because the...

Hello, Just wanting to say how very disappointed I am with this hotel. I picked this hotel back in May for my wedding guest. Red flag was when the first guest had trouble booking I should have switched hotels then. But I didn’t thinking it was one small hiccup…I WAS WRONG!! Thursday the night before the wedding was okay but then the day of the wedding (10/20/23) started the headache. My mother in law checked in two hours early and they put her on the 4th floor instead of telling her to wait and she’ll be on the same floor. Then they had my grandma booked under the other wedding somehow and was put on the third floor with them. They were overcharging for early check ins but not telling no one why until after. They had booked my wedding, another wedding for the day after, and a hockey tournament all in the same weekend, very sloppy and unprofessional on how they booked all three parties. They should have had three floors blocked off for each event but they’re not that smart there. After all there are enough floors. Then as I was leaving to go to the venue I decided to check into our room so we didn’t have so late and thankfully I did cause they couldn’t find mine and my grooms room so I stood there with the manger for about 20 minutes “trying to figure this out cause it wasn’t showing no one by that name”. Good thing I told the girls to meet at the venue at 230 cause I ended up being the late one cause of this. We were told by the manger Nikki (back in May) that the bar and pool would be open until 2am for the wedding party which in fact was a lie. We were told we have to leave the bar at 11:30pm then got noise complaints due to their poor room placements which if they would have done their jobs correctly then we wouldn’t have gotten a complaint cause we should have all been on the same damn floor!. I definitely DO NOT RECOMMEND this hotel for nothing like this. It was over booked, sloppy, and disappointing as...