The Westin Detroit Metropolitan Airport — Hotel in Romulus

I worked there and loved my job but the Housekeeping manager runs a toxic environment. I came into a luxury hotel that had so much flaws. The restrooms weren't properly maintained by certain workers , he would not clean them at all, you had pissed stained marble floors with mildew, toilet seats were stained due to them no being cleaned, floors sticky because they needed to be mopped. I came in and had to be in a restroom over a hour to try to rectify the problem to the best of my ability. I notified that a certain person was not doing their jobs at all and all she had to say was worry about my job. And I was doing that , my job was to clean and I did that but she lets the people that she likes just steal hours by sitting in the lunchroom on their time. I was trained by one of the individuals and all they trained to do was sit in the lunchroom and stealing snacks off the housekeepers carts that they left. I told him I want to do some work and he said save it for the next workers to do on their shifts, which was astonishing to hear. So I took it upon myself to make the building look as it should, I skipped breaks to do extra work and the manager didn’t appreciate it all . I brought it to her attention several times and she did nothing. I was off for 3 days came back to work and the TSA garbage was filled to the top, tried to pull it out and dam near broke my back, waters burst on the floor , I mopped it up as I should but I just couldn’t believe how she let the other workers get away with not doing their jobs. The next day I came to work and the building was still not cleaned, I was tired of having these bad days. The President of the company saw me on the elevator looking at me being distress and ask me what was wrong I told him I’m ok. He knew something was wrong so I told him and I guess he approached my manager about the situation, do you know she called me to the office, well her flunky one of her supervisors that never checks behind the workers tried to check me for not doing the garbage in TSA today, I told her that I was not doing it I almost broke my back yesterday. The manager comes in the office clapping her hands like what’s going on as if she’s mad and asked me why I didn’t report it. I said because you weren’t going to do anything about it anyways, so she said let’s go to HR to report it, but you wanted me to report something and I’ve been asking you for over a month to fix the issues in our department? So I gotten fed up and just quit the job that I really enjoyed if we had a manager that really cared about her department instead of acting like a child who goes off of likes and not the quality of the company I’d loved to had stayed. Every department I cleaned was saying how much better the business looked since I joined the team and they had been over 13 years and no workers had done what I was doing. I’m here to say that a lot of managers and supervisors need to care about the company more, it’s about quality performance so people will love to come back too, the customers deserve to sit on clean toilets and walk on clean floors especially in a hotel! I own my own cleaning company for over 5 years and if my workers didn’t know how to clean like me, I’d teach them the proper way to clean! I wish I was the manager at this Hotel I’d definitely get it together because it’s a very good atmosphere overall! The hotel rooms are being cleaned properly it’s just the public area...

Very disappointed in our stay. I had reserved three rooms months ahead of time. I called the day before to let them know to add my mother-in-law and wife names to the rooms because I was dropping them off and then headed to drop off rental car, so I wanted them to be able to check in and I would take care of everything when I get there. I explained the whole thing to the person I spoke to and it sounded like everything was good; she said they would be able to get into their rooms. I get back after 20 minutes from dropping the rental car off and my party is still in the lobby. They wouldn't let them check in to the rooms. The lady behind the counter had almost zero customer service skills and while I can't say she was bad at her job, she is far from good at it. Barely said a word to me. Didn't explain anything so I had to ask questions like "how do I get to the rooms", etc. And my wife told me another lady they had to talk to was even worse.

The next day we check out to catch our flight. We had a Delta flight and the Westin site said there is a special entrance to the terminal for guests. So I asked the front desk where to go and she pointed me to the actual exit of the hotel to the Delta baggage area. We checked a couple bags and I went and asked about the separate entrance that is on the website and they said I had to go back to where I was and go through the TSA line. In other words, there is no special entrance for guests. What ensued was the worst 40 minutes I've ever had going through TSA. Too long to explain here but let's just say it felt like we were in an episode of The Office with the people and events that occurred. Either way, we finally get through it all and get to the terminal and have to walk AAALLLL the way to the end for gate A6. Now, here's where my entire opinion of Westin has changed...half way down the freaking terminal my wife and I see an exit out from Westin!!!!! I looked into it and this is what we were supposed to be able to use. At this point, I just had to laugh. My mother-in-law can't walk for long periods but she had to walk the entire terminal to get to the gate. We had just had a 9 day outing and were ready to get home so we were already a little worn out and stressed. Westin just added to all of it, unfortunately.

I always considered Westin as a step above average hotels. When I saw the hotel in the airport was a Westin, I just assumed we would have a good experience. But we didn't. I'm not sure I will stay at a Westin again because of the troubles we had. Standoffish front desk people, lack of instruction, not guiding us to the right exit that could have saved my wife and I a LOT of trouble, etc. is just too much to overlook.

As far as the hotel itself, rooms, and amenities...everything was great. The hotel itself inside looks amazing, much more than I expected for an airport hotel. We ordered a bunch of food from room service because we were too tired to leave the room for dinner, and the room service and food were excellent. It's just too bad their customer service and lack of caring ruined the whole experience. I get there are rules they have to follow and can't let just anyone check in to a room but calling the night before to make sure my family is taken care of should have been more than enough to at least get them in a room so they didn't have to sit out in the lobby with their...

While the location is convenient, the details that make an airport hotel easy for business travelers do not appear to be present here.

No food is served in the hotel after 11:00 p.m. No restaurant, no bar, no room service. For a hotel that is literally connected to an international airport, by design travelers will arrive at all hours. I arrived after a delayed flight at the hotel at 11:14 p.m. No food options available. A minimum option of room service would seem to be appropriate at a location that advertises itself as an "airport hotel."

Mobile check-in did not work. While I find this a normally convenient option to streamline my check-in, it was particularly frustrating when this feature, for some reason, was not available. At 11 p.m.+ I was forced to wait another 10 minutes behind an airline crew checking in, as opposed to being able to go directly to my room. At that hour after traveling, I prefer to just get to my room as quickly as possible, especially after following all of Marriot's requests for advanced check-in, providing arrival time, etc. via the app.

Small items in the room did not work as expected. Only one of the two outlets by the bed were active, meaning I had to plug one of my devices in across the room. Again, not a huge item but as a frequent business traveler you just expect everything to work as expected. In addition, this hotel does not offer housekeeping services, even for a 3-night stay. Normally not an issue but when the provided in-shower body wash soap runs out mid-shower and is not replaced, it again is an example of something that should just work. It took a call to housekeeping to resolve, with delivery of course occurring during an evening conference call.

One final item is that this hotel has not had a Concierge / Executive lounge open for the past several years. No option to easily get a bottle of water coming to / from your room. No option to quickly get a cup of coffee in the morning on the way out of the hotel. At this point post-Covid, every other Marriott or Westin property I have stayed at in the past 4-months has offered this service.

All in all, I likely will not stay at this hotel again. I have stayed at several other Marriott properties around DTW and in the surrounding suburbs for business travel over the past 10 years. While this Westin is a convenient location for late night or early morning flights, it appears to be managed by individuals who do not...