Wingate by Wyndham Detroit Metro Airport — Hotel in Romulus

The absolute worst hotel experience I have ever endured.

tl;dr: Terrible, rude staff, disgusting interiors, garbage everywhere outside, utterly mediocre everything else.

Strike 1: We arrive around midnight, having called shortly before to confirm that our late check-in was still alright. We were told that everything was good. Upon arrival, we waited with another guest for over 10 minutes as we searched the place for a staff member. Not on the other floors, not in the stairwells, not in the restaurant/bar. Eventually, they materialized from the back area behind the counter and gave all of us keycards that didn't work. We had to track him down once more to get them rekeyed so they would actually work, with no apology and a gruff question of, "Did you have it next to a cell phone?" as the only acknowledgement.

Strike 2: When we booked, various listings had shown that this location accepted pets. I took our little dog out multiple times out, both that night, in the morning, and into the afternoon of the next day. Staff saw me walking with him most of those times. While my partner and I are out in our rental car with the dog left in the bathroom (to protect from any possibility of him making a mess), we're called by the hotel angrily telling her that there are no pets allowed and that we need to return immediately.

Okay, we figured, the websites must have been mistaken. Disappointing and seriously frustrating since we were exhausted from a long flight and time change and the only option to hand off the dog was about an hour drive away.

Strike 3: When we are leaving to drop the dog off at my partner's parents' house, I check in with the manager, since they demanded that we do such during the phone call. She took over 5 minutes to even come out front, and when she did she was visibly unhappy looking. I don't know what's going on with her life, but if she can't put that stuff aside to deal with people hospitably at work she should be doing something else.

I told her that we were taking the dog away, and mentioned where we were taking him. "Oh wow, that's far," she commented. Uh...yes. We know that full well. I mentioned that different sites had shown this hotel to accept pets. "That's not true. We haven't accept pets for 3 years," she snapped, and I realized that the conversation had suddenly turned hostile. I informed her that when I did a search 10 minutes ago I found a listing for them that listed them as taking pets - on the very first result I found (tripadvisor). She responded by saying that they haven't let pets in since the renovations.

"SINCE?" I inquired incredulously. The place was a disaster. The front of the building is torn off to replace the facade. There are drifts of styrofoam garbage flying everywhere from all the construction trash laying around. Rubble and equipment litters the entire outside of the building. The stairwells inside are cluttered with miscellaneous items and trash. The carpets look to be older than me in most places. The furniture appears to be at least two decades old. The only part of our room that looks somewhat modern is the bathroom, which is actually quite nice. But the rest of it? Yikes. If they paid for a renovation and got that, they're fools.

So, to make a long story longer, she immediately became angry that I questioned renovations had been done within a recent timeframe. "If you don't like it, you can check out." I stared at her and said, "Wow. That's the most unpleasant way you could have possibly responded. And of course we wouldn't get a refund of any sort, I'm sure."

"No," she responded.

At this point, I had become angry instead of just annoyed, so I waved it all off and said it didn't matter because we were taking the dog away and we would not be checking out early. She did not once offer any apology for the miscommunication. She did not seem sympathetic at any point whatsoever. And it was she who escalated things and who became hostile when I brought up my concerns.

Utterly, thoroughly disgusted with that experience. Don't go...

1st. I uber from the airport to the property and couldn’t return to the airport with the shuttle later that evening to pick up the other registered guest. So I hate to pay for another uber back to the airport, then another uber to return with my wife. 2nd. I go to shower, pull the curtain back and there’s a used washcloth sitting on the tub. 3rd. I didn’t sleep well all three nights and woke up hurting because the mattress is worn out. 4th. TV’s and lamps are outdated. I was OK with no streaming services being on it however I want to buy a Roku stick and there wasn’t an hdmi port to plug it in. Then the channels that the TV did pick up came in all fuzzy.(front desk told me, that’s how their tv’s are) Then when I asked the front desk about a more updated room I was told they are all the same. But if I needed a block for chargers, they sell them at the front desk for $5. Idk if someone has a side hustle and just taking advantage of the owners neglect and failure to invest back into a perfectly located property. Good for them but not exactly the feeling paying guests, should have. 5th. I couldn’t use to coffee maker because it didn’t have all the parts 6th. No iron or ironing board in room (being close to the airport, most people pack their clothes. Which tends to put wrinkles in clothes, no matter how hard to try to prevent it) 7th. Then I go to the front desk at 7am and request a late check out. 12pm and was told yes. However because I requested a shuttle to the airport at 12pm, I was told to be in the lobby at 11:45am which was fine. Then the front desk called my room at 11:10 as I was at the gas station(my wife answer the phone) and asked if we could check out and get on the 11:30 shuttle. Obviously she told her no, being that I was at the gas station. Then housekeeping knocked on my door at 8,9,10:30 am. Then knocked again at 11:30am and rudely told me check out is at 11am. When I opened the door to let her know, the front deck gave me a 12pm check out but I was leaving shortly. She immediately took her phone out and called the front desk as if I was lying, as I shut the door. Seconds later the front desk calls my room and started questioning me on who approved the extension and what did the employee look like and what her hair color was? To informed her that it’s not my responsibility to remember enough about their employees so I could give a full sketch description of your staff. Obviously you had a shift change. The Front desk clerk, before you approved the extension and even wrote me down for the shuttle. That’s for you to follow up with your fellow employees. Rather then question your guests, as if they are lying. 8th. You can pull the videos from this morning when I asked for a late check out. And see me enter the elevator and the door opens and closes multiple times. That’s because it was malfunctioning and wouldn’t leave the first floor. You can see I didn’t feel safe, exit the elevator and use the stairs. (Which is hot and smells really bad)

Very unprofessional. Being that I’ve stayed in 100’s of hotels and motels. Weather it being from my career over the last 13 years or vacations. This was my first experience with a Wingate property. Being a part of Wyndham I had zero concerns while booking my trip and was excited for a weekend of quality time with my wife, considering I’m currently working 23 hours away from home. I flew both of us to Detroit and felt good about choosing this establishment. Highly disappointed with the experience. It definitely put a damper on our plans and physical affected us as well.

If possible, I would be okay with management reaching out.

Thank...

WARNING DO NOT DO "PARK AND STAY"! READ REVIEWS!!!! Well honestly don't know where to begin.........Lets start by saying I don't normally write reviews, and I'm not one to normally to complain. Check in was fine and we did the stay and park option since we had an early flight and we have a 2 1/2 drive to DTW. First off, the hotel was not clean and nor was our room. It looked like the roof had been leaking at some point and just was not impressed, didn't overly care because we only were sleeping there for 5 hours before our flight. In the morning, it was incredible weird and awkward because there was a guest that was upset because she was suppose to get a wake up call and didn't and was not happy. The front desk lady on 3rd shift called the police and said she was making racist comments when I never personally heard any racist comments. I did think the guest was overreacting, until we got on the shuttle to head to the airport and 2 other guests said the same thing. Breakfast was not good, unless you wanted a precooked egg and toss it in the microwave, so didn't eat just had coffee. So this is the worst part of it all.....as mentioned we did the stay and parking and our vehicle was broken into, when the vehicle was suppose to be in a secure location off sight for our 4 day trip. We had our window broke out and GPS/Radio system/back up camera etc....ripped out and stolen and window busted out. Bonnie the General Manager came in and was trying to be helpful, but at the end of it all I asked to get copies of my paperwork was missing, after asking again and not taking no for an answer then she had 1 sheet,but nothing with my signature and not what I filled out. So we demanded that we get that sheet and she said well, she was pretty sure that it was shredded already, which is funny because we just arrived to pick our car up an hour earlier. Why would they shred it??? I'm pretty sure that my truck was never moved from the lot to a secure location and this happened because they never moved the truck and they new the screwed up. They were trying to cover their tracks and my wife and I both were getting the run around the whole time about this situation and they said the truck had been moved and that they brought the truck back that day and someone broke into it during the day between 8:00-1:00pm. They are lying and I know it. Will never ever consider staying there again and feel like I need to be compensated for our horrible stay with you guys. So all said and done don't leave your vehicle for the STAY and PARK option because its just a ploy to get more money and people to stay and...