Residence Inn by Marriott Detroit Novi — Hotel in Novi

I have had past issues with this hotel and have finally decided to say something about it.

Typical issues include attention to detail regarding billing, privacy, general matters and now Platinum benefits.

During this stay as a Marriott Platinum member I requested a free room upgrade (one bedroom to a two bedroom in this case) at check in and was denied the upgrade even though the room was available for my “complete” stay per the front desk. The reason for rejection was based on the length of stay (a little less than 3 weeks / 19 days). Keep in mind the Residence Inn model is based on extended stays…at least that is my understanding, but with this particular Residence Inn…they do not wish to honor your Marriott Platinum benefits regarding upgrades. I do not know if this is a standard for Residence Inns as I have not experienced this with any other Residence Inns or Marriott properties that I have stayed with.

Issue two this visit…During the day of check out (Standard check out time 10:00am) I called the front desk around 9:00am to extend my check out time to 2:00pm. After calling the front desk to get a late checkout time and with the “Do Not Disturb” door tag still on the door, between 11:00am and 12:00pm maid service still knocked on the door to clean the room. See Visit 1…I’m not sure what you have to do to get privacy?

During your stay at this hotel, you may experience the opportunity to spin the wheel of fortune for Marriott points, market items, restaurant gift certificates, etc. In my case, I won a gift certificate for Buffalo Wild Wings. When my wife and I tried to take advantage of the gift certificate by going to Buffalo Wild Wings for dinner, you might imagine how embarrassing it was when we gave the certificate to the waitress for payment and she notified us the certificate expired September 26th 2017. Keep in mind we were awarded the certificate January 21st, 2018 and tried to use it January 24th, 2018. The certificate given to us has been expired...

I have had issues in the past at this hotel. (One being housekeeping entering my room with a comeback later sign on the door). With that said, my stays are usually 10-12 days and I have started leaving the do not disturb sign on the door. My last three visits 3-4 days into the stay the fire alarm goes off of which two of the visits was noted by staff as being specific to my room. Note...I do not smoke and do not cook. One event I had just turned on the heater for what must have been the first time in a while...it had that burnt smell to it...I thought that could be the reason. Another time nothing notable and this visit I was taking a hot shower with the bathroom door open when the alarm went off, but I would not think steam would set off a fire alarm. The rental movies have not been working the last three visits over a 9 month period. First two times we had maintenance look at the issue with no resolve, this last visit we did not bother calling maintenance. Visit before last, we found that the indoor hot tube has been filled in and tiled over. If you are a pet friendly person, this hotel is for you, if you are not, this hotel is not for you as at times it seems like there are packs of dogs barking. Breakfast food is okay...seems to be over cooked or under cooked (raw bacon) at times. The evening food mixer seems to be getting lighter and lighter on the food. If you do not get there early, you will miss out. I am a Platinum Marriott Member and have stayed at many properties over many years and have only left two hotel surveys both related to this property.

It is worth noting that over the past 12-18 months there have been some positive changes to the management and desk staff.

Best of luck...

I cannot recommend this hotel highly enough. My extended stay for a medical recovery was made infinitely better by the incredible staff and accommodations.

From the moment we arrived from Canada, every member of the team - from maintenance to housekeeping to management - showed genuine kindness and helpfulness that went above and beyond. This level of hospitality is truly rare, especially with such sincerity.

The day before my surgery, I was deeply touched to receive flowers and a card in my room - the most thoughtful gesture I've ever experienced from anyone in the hospitality industry. A special thank you to Kristina, who shared our situation with the team and provided such warm, genuine care. Her little notes on our door when the "Do Not Disturb" sign was up were so comforting on my tougher days.

The front desk team deserves particular praise. They relocated us to a quieter room for privacy and recovery, and graciously received multiple packages of medical supplies and post-surgery necessities on my behalf.

Our two-bedroom suite was perfect - the layout offered me privacy while providing ample space for my friends to relax and use the great room amenities as they stayed close by as my support team.

It's challenging to fully express in words the level of support and care I felt during my stay. Regardless of your reason for visiting Novi or the type of accommodations you need, this property and its entire team have earned your business. The genuine compassion and outstanding service they provide make this hotel an exceptional choice for any traveler.

To all the staff - thank you again, from your 3 very appreciative...