Residence Inn by Marriott Detroit Livonia — Hotel in Livonia

This property has the most incompetent, rudest managers I have ever spoke with. I am extremely disappointed. I am aware of there policy with canceling within 24 hour window, however an emergency had came up with one of our children due to a allergic reaction, and I called within 8 hours of booking the room to cancel due to this. I then explain the matter of what had happened and the young lady Ms. Kay informed me that the cancellation fee would be waived. Then a week later my card was charged. I then called to speak with a manager Mr. York who was extremely dismissive, rude. Once I explained to him that I was told this would be a courteous waiver, he then stated to me “absolutely no wavier will be given this is our policy there is nothing we can do. I then ask for corporate’s contact information which the young man stated “that’s fine corporate will side with me anyway” anyone in management knows that dealing with an escalation you need to retrieve all details of this is a situation and rectify the clients issue.

I then call corporate on 7/16 and spoke with a really nice young lady Ms.Tebto forgive me if I mispelled her name. She informed me on how the process would go she also informed me that someone would contact me within 3-5 business days via and or by phone.

I neither received anything!! So i called just to check the status of the complaint on 7/29 and it had been closed on the 18th due to them refunding the fund and then reconciling them back on the 20th!

So I then spoke with Ms. Diana T whom was amazing she took full details of the matter I then expressed to her that I was disappointed how I was spoken to with Mr. York she then took my complaint and submitted it as well and also apologize on behalf of the property for the matter. Stating that no one should ever tell a customer that corporate is going to side with them. This is way there is a protocol to things. So after I spoke with her I spoke with a young lady Mahogany who seem agitated about the matter who informed me that the property in Farmington will be reaching out to me I informed her that I would prefer them not to I would like to deal directly with corporate on this matter. Today I get a call from Ms. Jasmine asking me about the matter which I’m positively Sure she could see all the notes with this matter be it that I had spoken with serval individuals that inform me there were notes in there and very detail notes. I informed her that I requested to deal with corporate directly and she stated to me “Well I am the front desk manager and I received a note stating to contact you that we will not be refunding due to our policy.” I am beyond livid! Of a matter being dragged around with absolutely no regards to the reason of my cancellation in the first place! Then to be spoken to in such a matter of attitude and disrespect by a manager. I am a frequent traveler and I stay with Marriott every chance I get however I will no longer stay at any of their properties and will inform my family and friends not to as well. My cousin just had her 50th birthday party at the Marriott in Southfield which was amazing and the staff was great and polite but my experience with The residence inn in Farmington Hills was horrid. And to be treated in such a matter is unacceptable. Please be mindful...

From the very first moment of my arrival, the stay was substandard. I received a motel experience at Marriot premium prices.

Upon my arrival on January 17, 2025, I had to wait 20 minutes for someone to come to the front desk. Keep in mind that what appeared to be a maintenance or janitorial person saw us as we stood at the desk and did not bother to inform anyone. When she finally arrived at the front desk, she was dressed in a dingy sweatshirt and tight bottoms with unkempt hair. Every other instance when I've stayed at Marriott, the front desk staff looks immaculate, friendly, and attentive. The young man the second day was dressed impeccably and attentive.

The journey to the room was foreshadowing of the quality of the accommodations. There were leaves and dirt everywhere (we stayed for 4 days and there was never an attempt to make the area presentable).

We got to the room and it was freezing, there were dents in the refrigerator, the lamp shade was crushed with a mysterious brown stain on the shade and the lamp. We asked to switch rooms. This was done quickly and efficiently, it was nice to have heat.

The room was clean and serviceable. However, at no point during the stay did housekeeping ever check to see if we needed anything, we had to go downstairs and get needed supplies. One of the things that was most disturbing as we stayed over the MLK weekend, there was one day possibly the staff was off. There were approximately 8 rooms that were propped open overnight and into the next day, presumably signaling that they needed to be cleaned. This is such a safety hazard. Someone could be staying in the rooms that is homeless or possibly someone who intends to harm guests. The cleaning staff that we did see was friendly, though.

My husband is a Marriott man, I tend to prefer Hilton. This stay made me regret branching out to this brand. I expected more. I paid more but got significantly less. Being short-staffed is not an excuse for the poor conditions of this hotel. The Marriott brand has enough to contract out general cleaning services if the staff is overwhelmed. I regret every single cent spent at this establishment. I wish I had used points for this stay instead of my hard earned money.

The breakfast area was neat and clean and had a nice variety. The hostess was kind and courteous.

This was a disappointment truly. I wish that I could get my money back. The only reason that I didn't leave is because I needed to focus on the reason I was there and did not have time to look for new...

Checked in 2wks ago for the wknd with my 4yr old & almost 2yr old sons. Room seemed to be OK at first, until I looked down and noticed “beige hairs” on my (Black) pant legs from sitting on the couch!!!! Upon further review, I discovered that this was actually DOG HAIR-ugggggghhhh! Although, I’m aware that some hotels are trying to cater to that population and because I’m not one of them, I don’t understand the struggle…but I still believe that (as a property) you shouldn’t expect EVERY guest to be “OK” with the idea of not checking into a clean AND sanitized room each day! What made me even more furious is that I didn’t notice the hair until about an hour into check-in and realized that my boys have been playing & rolling all over the floor-YUCK!!!!!!!!!|I immediately dusted them off-shifted them to the bedroom, then texted the front desk (using the Marriott app) and the agent that checked me in came to the room-agreed that it was not properly cleaned and sent someone within minutes; he vacuum the carpet, used a large lint brush to remove the hair from the couch, then sprayed it down. The agent explained that she couldn’t move me because they were sold out that night & also because the property is “pet friendly,” she couldn’t even guarantee that any room was free of pet hair. She let me know that I could either check out, w/o penalty, or receive a discounted rate-I chose the latter.|Woke up the next morning (to multiple large-sounding dogs barking inside a room across the hall) took my boys to breakfast, which was a nice convenience. Because of the dog hair incident, when we returned to the room, I didn’t feel confident in the tub being cleaned also, so I elected to use the sink to bath my boys. After I cleaned them, I went to release the stopper to drain the water, but it wouldn’t go down!!! After several minutes of trying, I gave up and just left it alone. On my way out for the day, I stopped by the front desk to alert the staff of my issues, the agent was very nice, showed empathy and assured me that she’d credit all that she could towards my final bill for my inconveniences. I returned later that night & guess what…my bathroom light is burned out!?!? Yeah, at this point, I’m soooo over this property-glad I’m checking out in the a.m.||When I check out (with the same agent I spoke to the day before) she informed me of my 15% discount off my final bill!?!?!?!?!?!?!? WOW!!!!! I guess you can imagine which property I won’t return to...