Tru by Hilton Novi Detroit — Hotel in Novi

After a recent string of subpar stays during a long road trip, I was finally met with the epitome of hospitality, that restored my faith in humanity, and gave me hope for the future of Hospitality. That restorer’s name is Raymone, and he is the superstar night auditor at this property. Being a solo driver on a road trip means different hours when you have enough energy, alertness, and strength to drive. Raymone understood this. I had just finished getting out of the sweltering heat in Tennessee and then Kentucky, and knew the only safe time to drive was at night with my car’s broken ac, given the lower temps. I was leaving Kentucky at midnight and knew I’d make it to Detroit around 6am (not including stops and construction)- So I called the hotel to see if it was sold out, and if an early check-in was a possibility. Raymone heard my request, saw the clean and vacant rooms, and hospitably accommodated my request. Far too often, certain properties enforce nonsensical policies about not being able to check-in before the official check-in time despite having clean, vacant, ready rooms. If it’s available, the right thing to do is to allow guests to access their booked rooms. After Raymone proved that common sense and hospitality are not completely dead, I had to write this review. Because shift change already occurred before my arrival, I didn’t get to shake the hand of the man who I wanted to thank in person. Later that night, I met Triniti- another shining example of hospitality! I asked her if Raymone would be working overnight, but she let me know he wasn’t. Not only was Triniti’s kind smile welcoming and genuine, but she was eager to assist me. She ensured me that she’d pass my thanks onto him. Luckily I was able to meet Raymone the second night of my stay- what a blessing. I feel honored just to get to know such a kind human being. Raymone and Triniti are the only reason this is a 5 star review. There were parts of the stay that weren’t great, but interacting with Raymone and Triniti lessened the not so great parts. I hope these two employees get the recognition they deserve. Thank you again Raymone and Triniti- you are the reason people come back and hospitality still exists in a world full on criticsm, skepticism, and judgement. Never change, and keep spreading kindness and goodness!...

Stayed at Tru by Hilton Novi August 27th-29th on a work business trip. The hotel is only like a year old so that's why I chose this one. First day check in was okay a little slower and the young Black guy with glasses at the front desk seemed kind of confused. I didn't want room service and told them I would get towels/wash cloths when I returned. I returned to the hotel from a long day of work around 7pm. The same young black guy with glasses was at the front desk. I asked for towels and washcloths. He gave me the towels but told me he didn't have washcloths and would send some up. 3 hours later shortly after 10pm still no washcloths so I go to the front desk to get them. He then says "he has none and they are in the wash." So I say I asked for them 3 hours ago. He gets a nasty attitude telling me he is the only one working. I also said why didn't you call up to my room and let me know this? I then say could you go to an empty room and get me washcloths? So he continues to become irrational and starts yelling "I don't have any, I'm the only person working, they are watching the camera." When I get an attitude back because no one is going to yell at me. He says "I can put you out!" So I then tell him I would love to see him try to do that. I don't take well to be threatened nor yelled at. He was dead wrong, customer service sucked, he had no clue how to manage the front desk, and he probably shouldn't be working here. Someone needs to contact me to rectify this situation because he still never brought...

(Bed Bugs Warning) Booked the hotel because it had good reviews but the reviews don’t match the hotel experience I had…first room had stains on the bed and the girl at the front desk kindly moved us, the next room we were put in the tv was broken and also another stain on the bed go downstairs and she switched us once again…now we’re in our third room and still had hair in our bed then looked on the other bed and it HAD A BED BUG ALIVE! when I go downstairs and show pictures and video proof I was told that I would have to wait till the morning to get my refund! So now me and the two other people I’m with had to find another hotel for double the rate go the next morning to talk to management and the lady at the front desk was completely rude she asked “why we had a problem when each room looked like it was stayed in” one because we didn’t find the issues right away because we’re here for business and don’t notice at first and then proceed to ask why one of the people I’m with “left a horrible review”? so I asked her “WOULDNT YOU WANT THE PEOPLE WHO STAY WITH YOU TO KNOW YOU HAVE LIVE BED BUGS AND NON-CLEAN ROOMS?” I work at a hotel that’s a huge concern because if there’s one bug there’s more and I hope everyone know not to stay here staff and hotel in general was a horrible stay and didn’t off to pay the difference for the hotel that was double the rate. This is just not professional thank you for a very...