Four Points by Sheraton Detroit Novi — Hotel in Novi

As far as comfort/cleanliness: small square, uncomfortable pillows. Dated overall bit room seemed clean. | I stayed at the Four Points Sheridan Friday, April 25. I was supposed to stay for 2 days but checked out the 26th because of a series of events. ||Prior to check in my card was charged just over $300. So I figured that was my room stay plus the deposit. Then I got to the hotel to check in and was asked to enter the card I was using and at that point was charged another $125. So I paid 2 deposits. Since then on May 1, I was charged two random amounts. One was $17.90 and the other one was $17.34. That is not the issue but I did want to bring that up. I was assigned room 258. ||I was traveling alone with my 10 year old daughter for her dance competition in the area. We were in the room most of the night and when we were asleep at about 12:40 am someone opened our door. The extra door lock was on so they weren’t able to get in. They slammed on the door 5 or 6 times so hard. It sounded like they were shouldering it trying to break the door down even though the lock was clearly on. They almost succeeded in breaking the extra security lock. I screamed at them to go away and they finally did. I had to have my daughter go hide on the side of the other bed wondering if somebody was there to hurt us while all of this was going on. I called the front desk and no one answered. I hung up and called back and after about 20’ish rings the women picked up. I told her that someone just tried breaking in my room. I thought it was the people next to us because they had been fighting very loudly for several hours and I assumed maybe he was drunk and got the wrong room. I was half asleep and out of it still. I wasn’t thinking at the time, it couldn’t have been the fighting neighbors because the man at my door actually opened my door, with a key provided BY THE FRONT DESK!||The front desk woman asked my name. Before I even finished saying my name she said “you’re in the wrong room. You’re supposed to be in room 170.” How would she know that so fast though? There wasn’t time for her to look up my name. If I was in wrong room, how did she know who I was? Which leads me to believe she knew that I was supposed to be in room 258. I said “my name is on the tv and my key card envelope says 258.” She said “that’s weird.” Anyway I asked her if she gave this man a key to our room and she said that she did. ||I understand accidents happen but it all feels very “off.” How did she know it was me in the room before looking me up if I was in the wrong room? I sent a request to corporate asking them to please review security footage from that timeframe. It felt very “set up.” Did some guy see a woman traveling alone with a young girl and go to the front desk and just get a key pretending to be staying in that room? If that is the case, why did she not verify that he was supposed to be in my room? Did the front desk woman have something to do with it? I just want to have security footage reviewed to see if this was an honest mistake or something else. The aggressive nature when he approached my door felt very unsettling. I will update this review when I get a response to let you all know how that part goes.||I spoke with the manager and asked for my money back since I couldn’t sleep at all. He called me back a few hours later and apologized for everything. But not before I informed him that the front desk never did apologize. He also didn’t apologize until the second phone call. The first time I talked to him on the phone, he almost seemed annoyed that I was asking for a refund. I literally didn’t sleep and had a dance competition all day. The whole point of getting a hotel room is so we can get some sleep before a very long day of competitions. I could have just stayed at home and drove in the morning and got more sleep. Then I started thinking, he was being kind of rude the first time I called and when he called back, he was being very nice. Did he see something in the security footage that he didn’t want to tell me? Is that why his tune changed? Did he realize that the front desk was in on this? I just need to know. Was this honest mistake? I just don’t feel like it was deep down. ||My 10-year-old daughter is terrified and wanted to go home that night, didn’t go to sleep at all and never wants to stay in a hotel again without her dad; which is impossible because she is on a dance team. This has completely traumatized her.||I was refunded my room stay and see that came off of my bank account but now I have these random dollar months charged on May 1 for some reason. I can’t look up the bill to see it was charged because the reservation doesn’t even exist in the system.||I guess stay at your own risk. I know some other people in our dance team had something happen too but I never heard what it was. I just heard "the moms over there had a scary...

I am really not sure how to rate this. We (family with two kids) stayed for about a week over the Thanksgiving holiday in a suite.||The positives:|-The suite was very spacious/roomy - a kitchenette area, a large main living area with a couch/pullaway bed (although see caveat below), work area and then a very large bedroom and a bathroom with both a shower and a large jetted tub. There was also a good selection of coffee/tea in the room.|-The hotel has a really interesting look/vibe - a glass elevator, some interesting architecture and color...it feels a bit like a fancy hotel from a few decades ago|-We really enjoyed the pool and hot tub.|-We had an issue with the pullaway and the staff resolved it very quickly. They brought us a rollaway bed and the second bedroom was large enough to accommodate it with room to spare.|-Staff was generally friendly and helpful|-Nice bar and steakhouse onsite/adjacent for a quick night out||The negatives (mostly little things, but one medium thing):|-The kitchenette isn't furnished (no plates, dishes, silverware, etc in the cabinets)|-When we pulled out the couch's pullaway bed the frame was severely dented, resulting in a huge dip/crack between the couch and the rest of the bed, which sloped down. There was no way two people would be able to sleep on that. (Thankfully the staff resolved this quickly)|-The TV remotes didn't have batteries|-The amount they are charging for a basic hotel continental breakfast is criminal. Bring your own food.|-The NOISE - this really is the main thing. I travel a lot, and generally can sleep through a lot. But the hotel had a very unique layout in that the rooms are all around a balcony overlooking the back lobby/pool area. Because of the acoustics, you can hear EVERYTHING. This includes the music they play until 10 pm, everybody in the bar, and everybody in the pool. They did not enforce pool hours, either (the sign said 8, the person behind the desk told us 9, but there were people in the pool later than that....and in the morning). We also had the misfortune of being roomed next to a VERY noisy family in the suite adjacent to us, and could hear everything through the door separating our suites. It was some unattended teens and eventually the parents had to come and stay with them.||Would I stay here again? I don't know. We were here because the hotel we usually stay at was full, but I'm not sure I would choose it. On one hand, I did like the general vibe, the room had a lot of space for us to unwind/relax, and eventually we did get used to the general noise, but I'm not sure we would seek...

I had been looking forward to staying at this hotel since SPG advertised it as new. It is not new or even close, it is an older style hotel and it is not finished, it is in the midst of renovations. I literally thought I was at the wrong hotel when I arrived. In my opinion, it is completely misrepresented on the SPG site.

Setting aside that stinging disappointment, the renovated lobby is gorgeous. The room I was given was partially refreshed (new paint, plenty of USB ports and outlets), but some of the furnishings were very old and very tired. As an example, I saw something on the floor and realized it was one of the legs off the dresser in the room (the dresser was jammed into a corner to compensate for the missing leg, I guess). Sometime in the night, I shifted and felt a thud, which was apparently a support for the middle of the mattress. It felt like I was sleeping in a bowl after that. The shower was a tiny thing with a thin curtain, which brought back nostalgic memories of my college dorm. While the hotel did make accommodations for guests to drive to an offsite health club, their on-premise workout facility had equipment that was in partially assembled. The facility itself had used towels strewn about, and a 1/2 full bottle of Gatorade was on the floor. I almost wondered if the front desk clerk mistakenly sent me in there when it was actually closed.

Also worth noting, the hotel's restaurant is the Novi Chop House. I had dinner there and it was good, but it is an expensive steak house. If you're wanting to grab a bite and pay casual eatery prices, you'll want to grab dinner elsewhere or order delivery.

I am certain this hotel will be wonderful when it is finished. I'd give it another chance once renovations are complete. For travelers who are expecting a new, or a even completely renovated facility, it would be worth calling first to see if the hotel is actually in the condition advertised on...