Hampton Inn & Suites Detroit/Airport-Romulus — Hotel in Romulus

If I could give this hotel negative stars I would do so. We are diamond members with Hilton and have stayed at Hilton properties exclusively for the past 5 years until today. Effective today, we'll never stay at another Hilton property again. We booked this Hampton Hotel through our Hilton account for a 24 hour trip so that our 18 year old daughter could do a quick interview for Global Entry authorization and get it finalized before spring break. There weren't any Global Entry appointments in STL for months so we sent her to Detroit and booked through Hilton because we trust the hotel brand (or we did). When she showed up she was turned away in the dead of winter because she's not 21. We booked the reservation through my Hilton account. We are Diamond members, but that doesn't mean anything other than we stay with Hilton a lot. We used her name and credit card to avoid any issues on check in. There was NOTHING on the HILTON website (where we book) about a requirement to be 21. I also went and looked at their terms & conditions - NOTHING. The only place this is mentioned is several clicks deep when looking directly at the website which I had no reason to consider at the time of booking (hindsight). When she arrived and they turned her away I spoke with management at the hotel AND Hilton customer service. Both representatives told me it was "common knowledge" that you had to be 21 to check into a hotel which is absolutely NOT true. We travel a ton and that concept had NEVER occurred to me. Not to mention she was able to find a Drury 30 miles away in the same state that was able to check her in that night. The fact that Hilton was so ready to throw her in the streets in a town that isn't super safe, in the dead of winter, over 7 hours away from home, in a city where we know NO ONE without any consideration other than the apparently hidden "policy" is appalling. We'll never stay at another Hilton or Hampton again. I just cannot believe the lack of humanity and the sheer condescending nature of this entire experience. Beyond the business and the policies from a business perspective -- the people, "management", involved in this situation -- I sure as heck hope you never have a situation involving one of YOUR young adults that you need some grace to ensure their safety. You could have done something but your choice was to do nothing for no other reason than the "power" you felt it gave you. Your choice was to cause harm. That is not power. That is behavior that tears down the fabric of...

I flew into Detroit Airport. My weekend was very booked up. I rented a vehicle for the trip. I arrived a few hours late. The employees were wonderful the first night. On Friday, I was headed to Mt Pleasant for a concert. I made a stop on the way. That's when I had gotten an email that all shows had been canceled due to a band member being injured. Yeah. It was a bummer, but life happens. I turned around and headed back to the hotel. I was tired from driving and bummed. When I arrived at the hotel, I needed the ladies' room. The front desk clerk on duty was the same woman when I had left earlier. Okay. So I asked to use the lobby ladies' room. This woman escorted me there and stayed the entire time. I do believe if she had smiled, her face would have cracked. My complete trip there had changed in a very short time. I was outside by the vehicle on my phone, trying to cancel arrangements so I would not be charged. As I was doing this, she was watching every move I made. I have hearing loss and do wear hearing aids, but I was very distracted on my phone. I did not hear another woman trying to get my attention. This other woman was eventually able to speak with me. She was friendly and asked if I was a guest at the hotel. I gave her all the information she needed to confirm that I was indeed a guest there. We had no issues during that time. We both were friendly. Then she tells me the first woman was going to call the police. Wow! I was shocked. She never approached me to ask any questions as the second woman did. From that point on, the first woman would not speak or look me in the face. She was an uptight hag. I tried to get her name, but no one appeared to know. I did not see her again for the rest of my stay. I was stuck until my next flight at the hotel. The rest of my stay was uneventful. I get she was looking out for the property, but it could have been handled much better. Otherwise, everyone else was very friendly, and I was fine staying. Overall, the hotel was a good place to stay. Sorry, such a long review. Hopefully, she is not there...

The overall experience was good. At first glance the place is clean and up to date. Issues: The room had two queen beds (no a suite), it was just barley large enough to fit those beds into it. There is not a central table or dresser to place some items on or drawers to put items into. There is a small 'cubby', on the window wall, with just enough space to place a laptop and a writing tablet. On the other side of the window wall (next to the bed) there is some drawers for storage and a small ridge. Dirty walls in the bathroom, I used a wash cloth to wipe them down. But be warned they put just 'enough' towels in the room. My biggest issue was with the AC unit, which the told the front desk about twice. Would not work properly. At 60 degree setting the room still was damp and musty. Maintenance supposedly worked on it after the first night, it look like they just turned the temp up to 65. I to them again at check out that they needed to replace the thermocouple for the AC unit. The clerk want to argue with me, I told him I was not doing this. He proceeded to try and explain how the AC works. My take on the AC is that they are old units that need to be replaced. They only have one blower setting, low. Owner/Management/Maintenance wants to keep these units so that they use less electricity. A 60 deg setting = 68 deg. If you don't have allergies or asthma and can stand not having the AC work properly so that you can sleep, then this is the place for you. The price was right and...