Home2 Suites by Hilton Northville Detroit — Hotel in Northville Charter Township

The rooms here ARE beautiful, everything was very clean. Most of the staff were very helpful and friendly. If it were not for the general manager, this would be a 5 star rating hands down.We were promised an early check in, was not allowed to check in at 11 as promised. Arrived back at 330 to be told we still couldn't check in as our room wasn't clean. After my husband got angry because normal check in time is 3 and we still couldn't check in, they upgraded our room at no extra charge, which was fine, we went about the weekend. Unfortunately, after checking out we received a call saying our card was declined due to the system going down and they wanted us to give another card. I informed them that it was still showing as pending from my account which is why it declined, as the funds wouldn't be available until the pending transaction fell off. I told them I would drive back and show them it was still showing pending and the general manager got on and demanded a different card. I got loud with her and told her I would not be giving another card and be out an extra $450 until the pending transaction disappeared, that I would contact the bank in the morning when they were open to try to get the pending removed quicker so they could reprocess in the morning. Mind you, this was a Sunday so there was no way to contact the bank until morning. The manager started to say she would "report" us for not paying, even though this was all due to a system error. I was more than willing to drive back and show them my bank account that showed it was still pending. The manager threatened to "report" me a few times then finally agreed to give me 24 hours. Upon calling back to verify with someone else that they didn't want me to drive back to show them the pending transaction, the person I spoke with then apologized for the general manager and the way she treated us like criminals due to their system being down. She said she understood not being able to give up an extra $450 even though it was temporary, especially when you don't know when it would be available to you again. She told me the GM's name was Carly and she apologized repeatedly. Even gave me the name of someone to ask for on Monday morning after getting the pending transaction approved to reprocess the payment so that I didn't have to deal with Carly again. Tara was great when I called back and was super friendly and understanding of why I wouldn't give another card. I have never been so disrespected due to a system error, that was known to be a system error. I understand that there are some people that lie and/or use fake accounts or id's to get rooms for free, but this was an error on the hotel system, not an error of mine, which would make me as a manager try to be a little more helpful and understanding of the situation due to unusual circumstances. Carly certainly should not be managing a hotel with the mind set she has. Hope you enjoy the fact that I called the bank at 9 am on Monday morning as promised Carly, and the bill was paid just like I told you it would be. Thanks for treating us like low life people that you apparently thought were trying to get a free room. Hope you have the day you deserve Carly. Enjoy! -signed the criminals that ran off and paid for their room even though it should have been free just for...

This place is a nightmare. It's new, but poorly staffed and cheaply built. The first room we got into had a broken bathroom latch- it would not lock OR stay shut and would slide open immediately. We were barely there for ten minutes, not unpacked or anything, so we go down to get a new room. This new room has not only the same issue, but a host more. Bathroom exhaust fan was broken, there was a previous guests' empty McDonalds cups and wrappers behind the bed, and our location was really bad. Across from the elevators, next to the lobby, with the gym on one side and maintenance on the other. All night I couldn't sleep due to people shouting going up and down the elevators. So do not expect 'quiet hours' here despite them being advertised. A barking dog and the even louder owner shushing it outside the door waiting for the elevator at 11pm. Little kids running past, knocking on our door asking where their mom was. And a woman getting into a screaming match around midnight with someone else in the lobby.

The last straw was in the morning someone pounded on the door stating to be with housekeeping, which we explicitly did not want nor did we ask for. Peeking through the peephole was a random regular man wearing an American flag tshirt. He did not have a cart or anything with him nor was dressed like he worked there. We told him through the door to please go away of course. We went to the front desk right after and asked to please check out now because no WAY were we staying there any longer. We were told we would only be charged for the one night.

Well the next morning after checkout we woke up at the new hotel, to a random $100 charge to the card from Home2. Now we were extremely irate and no longer willing to eat the cost of that horrible night. Nobody on customer service line could give us an answer as to what that charge was for, or why it came 24 hours after we checked out. No refund and not even a refund on points lost, either. So we have ~$400 in limbo from this crook hotel. The customer service line told us that the staff at this hotel claimed they did not speak to us which is hilarious, we spoke to three different people. Told we 'might' get a refund in 35 days. What an absolute joke for this dirty, loud, and poorly maintained place, just look elsewhere.

EDIT I'd like to add since they responded: The bathroom exhaust did not work. I've heard of a silent one... not one that had no moving parts inside, and also left the bathroom mirror foggy from a shower several hours after exiting ;) it's quite easy to check for airflow, and something tells me if you've gotta use a hair dryer to blast away the condensation, it's not working. Secondly, yes our claim as stated by the support desk from corporate will indeed take 35 days. Over a month. Thirty-five. Not three to five. The room was dirty, in poor condition, and a random man tried to get into our room by claiming to work for this establishment. We want either a refund or our points back at the very least, as we stated with the very kind customer service representative. She stated that process will take thirty-five days...

Primary complaint: I reserved a room for a one night stay as a short “mom-cation” for myself for December 16. I checked in and went down to the front desk at 10pm to ask for a late checkout at noon the next day. The desk clerk said that she could give me until 11:30am the next morning and noted in my account I requested noon. She said to ask the front desk the next morning after 9:00am if they could accommodate a noon checkout. I thought this was strange, most hotels will say “no problem”, and sometimes they can’t accommodate and say “no, sorry”. So the next morning at 9:45am, I went down and asked the front desk if I could checkout at noon. They said sorry, all of the late checkout “slots” were full, meaning there are a certain number of customers that they allow each morning to checkout late. I said I had asked last night and they noted it in my account. They confirmed this in the computer but said they still couldn’t accommodate me. I was then told that the night shift clerk “should have left a sticky note” for them communicating this, but they hadn’t. I asked, so this is the night shift’s fault? They responded “yes, I apologize.” So I asked if an exception could be made, as I had asked the night before and this was a staff error. She said she would ask housekeeping. I overheard the conversation with the housekeeper and she abruptly responded “NO” when asked if she would be ok with my noon checkout. And honestly, why would she? This was a situation for management, not housekeeping. I am not a “I want to speak to the manager” type, but I feel the clerk should have either made the call to resolve their error or spoken with someone who could have. Deferring to housekeeping was inappropriate.

After speaking with the housekeeper, the desk clerk told me it was still a no, and “next time you stay, have the night shift leave us a sticky note for the morning”. So while my stay was pleasant and relaxing until this point, be aware that you need to have the night shift clerk leave the morning staff a “sticky note” to communicate customer requests or they may not follow through. So disappointing and unprofessional. Can’t say I would come back after this when there are so many other hotels who can easily accommodate a noon checkout.

The good: the bed was comfortable and the blackout curtains truly blocked the sunlight in...