Country Inn & Suites by Radisson, Novi, MI — Hotel in Novi

I have been using the Novi Country Inn and Suite for several years. In past visits going back to December 2018, this hotel was very clean and organized. Well that was not the case this visit July 2-6, 2021. I was highly disappointed in the condition that I found the hotel and our room on this visit. It must be that this hotel has changed owners, because I have never experienced the poor condition, of this hotel, at any other Country Inns that I have stayed at previously.

Upon arrival on July 2, around 9:30p.m. we found no one behind the counter. I knocked on the door and a young man appeared from the back; he did not have a company shirt or name tag, I felt uncomfortable providing my credit card information. He did complete the assignment and checked us into a one room King Suite next to the elevator on the fourth floor (room 418). My wife proceeded to clean and disinfect the room. Immediately we could tell that the room had not been cleaned anywhere near COVID-19 standards. Upon cleaning and checking the bathroom, I noticed only two sets of towels in the bathroom, remind you this was a King Suite, for the group of three. I went down to the random guy behind the counter, and he snapped at me and told me that there would not be any towels for another hour. Ten o'clock at night, but not a towel available. I returned to the room and we made do with the towels we had. My son let out the sofa sleeper to find a Miller Lite case folded under the seat cushions. So, we knew that this had not been cleaned for COVID either. The sleeper sofa mattress also had a stain. We could find no pillow or linen for the sleeper, so again I had to disturb the gentlemen behind the counter, who was nowhere to be seen on my stepping to the counter. I had to knock on the door and wait for him to arrive. He gave me the linen but had to "extra" pillows. This wasn't an extra pillow; this should have been the pillow for the Sleeper. But this explanation continued the next day when we asked a different person for a pillow. The answer again was "we have no extra pillows". This person told us to use one of the pillows off the bed. These pillows were half the size of a regular pillow, so we had to sleep on this half size pillow all four nights. We asked Housekeeping for towels and their carts were empty of towels. I was able to get one set from one of the Housekeeping ladies one morning, and that had to last all four days. Highly disappointed expectations were just re-enforced at every turn with this hotel. The ceiling fan was caked with dust and dirt that looked like it had been on the blades for years. The carpet was so stained and dirty we could not walk around the room barefoot. (Please see the attached pictures).

The "Grab and Go" breakfast was a joke. The offerings were cereal, blueberry muffins and granola bars and milk. Not everyone likes blueberry muffins, there was no bottled water or juice offered. We stayed at an Embassy Suite in April, during the time when the pandemic restrictions had been lifted, in New Orleans and they still had hot breakfast. The requirement was that you picked the items and their masked staff put the items into a to-go container. Country Inn could have done something similar, since I was still paying full price to stay at the hotel. Not a mask...

OMG. Where should I begin with my stay. I was at this hotel many years ago when it first opened. It was nice, very elegant, staff and the breakfast area very nice concepts. When I checked in this time ( Aug 1st-2nd ) oh, the staff member instantly says I need your ID. More of a direct quote "Give me your ID" if it wasn't for the fact I made reservations through a third-party I would have instantly walked out the door. After his coworker recognized the expression on my face, he instantly smooth everything over with a joke or two. I gave the benefit of the doubt and continued with check-in and went to my room. Went to the first room and noticed the bathtub area was not clean and it didn't smell clean, so I ask for another room.

The second room had a dangling smoke detector. So instead of exchanging the room once again he sends the maintenance person to repair the dangling smoke detector. After that was done, there was an issue with the room itself. Although the bed looked fine, the thermostat for the AC unit was not functioning on the wall. So we had to use the Super 8 Motel version from the outside wall, I tried to place the temperature at 65 degrees because on this day it was very hot. Unless you were standing directly in front of it, it really did not do much in terms of cooling off the suite and I had it was running all night.

By this time I'm sure the person behind the desk was somewhat irritated by my coming down stairs for the 4th or 5th time however with protocols in place waiting my turn (mask), another person ahead of me indicated how she had the smell of weed and had to vacuum the floor in her room. Instead of complaining yet another time I simply asked for soap and towels. Came back upstairs and noticed the patch work done to the wall near the front door, the ceiling fan was dirty, and the vents in the ceiling that's supposed to have been pushing out cool air was also dirty.

Finally, after all of this, took a nice hot shower, thank goodness it was working. I laid down and was dozing off when I heard an argument outside in the back portion of the hotel. This "disagreement" went on until roughly 3 a.m. and it began at midnight. I even called downstairs to the front desk individual and he said he will have a conversation with them. About an hour into it and of course my upstairs person also was curious enough to go to the window (footsteps) and several other people looking at all of this, I called downstairs again asking whether or not he's going to call the police to see what's going on. I do not believe he call at all. Out of curiosity I asked the front desk person the following day, totally different person mind you. He said there were no logs indicating the night shift person calling the police.

So let's just say this has been a learning and humbling experience as an inexpensive escape from reality turn into a nightmare at the hell motel. Um, don't believe I will be coming back...

I don't write reviews when I am angry, but I have waited three weeks for this establishment to rectify a problem with no positive results. I just got off the phone with a man at the front desk, I can't call him a gentleman. He basically called me a liar and would not stand behind the word of his employee. He then hung up on me. The last straw of a marginable stay was housekeeping mistakenly took a bamboo pillow brought by us for our stay. They admitted to the mistake. On our way home via car, a member of the staff called to say they had located the pillow and would mail it out. She took our address and assured me that it would be mailed. I waited three weeks, no pillow. I called today to follow up and was told that the employee was new, did not know the hotel policy about not mailing left behind objects, and was told that there was no way housekeeping took the pillow. This guy not only called me a liar, but would not stand behind the word of his employee. I did not ask for her to do this. She called me a indicated the pillow was found, and that it would be mailed. Our stay was for eight days. Two families, two rooms, $1,700.00. I expected better, my mistake. On our first night there one of the rooms did not have air conditioning. I had unpacked eight days of stay. Clothing, toiletries, food, medications, etc. The next morning they wanted us to change rooms. I said if i was going to change rooms, I was changing hotels and wanted a full refund for the remainder of our time in Michigan. I did not even ask for a refund on the uncomfortable night without air. I really tried to be reasonable. I am not an unreasonable person. Elderly woman with a disable husband. We can handle a lot. They did change out the air conditioner and we did not have to change rooms. I was pleased with the result until we noticed that the air conditioner was not properly vented/drained, and the moisture taken from the air was put back into the carpet which made the room damp and stale. Housekeeping only comes every three days, not including weekends. Garbage piles up, someone left a pile of dirty diapers by the ice machine! There were many other inconveniences, but we were in Michigan for a family emergency. Our nerves were on the last end as it was, and drawing minor inconveniences to the attention of the staff seemed petty. I am so over petty. If you can't stand behind the word of your employees, can't take responsibility for the actions of your staff, then you don't earn the privilege of my hard earned money or my patience. I did try to move our stay to another location while we were there, spent hours on the telephone to other hotels in the area, but because of the holiday time frame no rooms were available for the number in our party and...