Hampton Inn Detroit/Utica-Shelby Township — Hotel in Shelby Charter Township

Our visit to Michigan was limited to 4 days to handle Family affairs. We stayed in room 201 and didn't check in until 11:00 P.M. Monday night. I called around 3:40 P.M. to let the Hotel know we were traveling from Maryland and we were going to be checking in rather late due to traffic delays during our 9.5 hour trip. When we actually opened the door to the room….we where hit with a heavy moldy mildew smell that was terrible. The room was clean, but that mildew odder was terrible. We turned on the bathroom fan and the air-condition unit in hopes to remedy the foul smell because we were both exhausted from our 9.5 hour trip and didn’t want to go through the hassle of getting another room that wouldn’t be guaranteed… order free. The next morning when we woke up it seemed to be a little better…but it was still present, (I think we were just getting used to the smell). We had a lot to do for the falling days during our stay and didn’t want the hassle of changing rooms, so we was hoping the A/C and the bathroom fan would eliminate the odder to a comfortable level. We also purchased some room disinfectant spray during the day that would maybe help the situation also. Tired from a long day and back to the hotel…we again was hit with that awful smell when we opened the door. I sprayed the entire room in hopes of reducing the smell to a level we could live with for the next 2 days. It seemed to work…but was still present. The third day of our stay…the wife went to the front desk to request towels and linen changes for our room...while I was getting the car and some coffee before another long day before we had to head back to Maryland. No one was tending to the front desk (about 7:30 A.M.), and it seemed the lobby was fairly busy with people getting breakfast and just coming and going. I pulled the car from around back of the building to the front area and got my coffee from the breakfast nook and the wife was still waiting for someone to assist her….so while she was still waiting…I went to the Housekeeping Room and asked the lady in charge if she would please change our linens today and she gracefully said yes …she asked for my room number and said she would take care of it, (I tipped them 10 dollars for their service). When I came back to the front desk (now about 15 to 20 minutes waiting), a lady appeared from the back room and the wife requested the towels and linen changes. The lady commented that my wife would have to request room service 24 hours in advance, (which was never discussed during check-in). I stated that Housekeeping has already gracefully accepted the request and they would be happy to do it. The wife made a comment about waiting so long (about 15 or 20 minutes) at the front desk for service and the lady stated that it was more like 10 minutes, and she knew this because she was watching her on a monitor in a private room behind the front desk area. I then intervened and asked the lady behind the front desk if she really just understood what she just said. I told here I didn’t have time to explain and that I have other ways to bring situation to the public eye and to the company. When checking out the falling day…It seemed to be a repeat of the day before….no one at the front desk…so after 5 minutes of waiting ….I took a picture of the front desk to document the time and that no one was attending the front desk.….and almost immediately after taking the picture….the same lady appeared from the back room. I gracefully checked out of the hotel and asked for the lady’s name, she gave me her first name only (Mariam). I was able to get her full name after some research (Miriam Tonapetyan General Manager). I will never do business with that hotel again and I recommend the hotel in Utica when staying in the area, They will give you ten times the service...and...

AVOID THIS HOTEL!!! Hotel is a dated but more importantly VERY poorly managed and HORRIBLE customer service. Starts at the top with the manager (Kim S_______, out of respect I won't post her full name) who did NOTHING to help anyone in our group of rooms. Should have switched hotels after hours on the phone trying to fix diffulty booking - manager couldnt be bothered and cooperate refused to fix the issue. Additionally rooms weren't ready when we arrived ( at 2am), hotel shuttle stopped/left us stranded at reception, people were double charged after leaving.

After leaving this review I was contacted by the hotel trying to cover up their lack if care so I replied with more details which I'm now including here...

We called for s shuttle bt 12& 1 and was told it had already ran....everytime we tried to get in the hotel shuttle we were denied bc it was for a "different wedding". The poor midnite front desk agent (who is the only positive in the hotel) had to go clean a room at 2am for one of the guests in our party (& we were very cordial about it)....an hour later he got cussed out by a guest from another party bc they didnt have a room.

Additionally, the room that was changed twice then not ready at 2am (for the couple with three kids) Was charged twice for their room!

These issues coupled with all the time and phone calls my sister/the bride had to make to try to sort out the reservation block for the guests is absurd. I booked my reservation with points bc I had so much difficulty booking and couldn't bother her bc all the guests had already been calling & emailing her bc the booking process was so complicated, confusing and bottom line WRONG!! She called the manager and corporate, neither were willing to fix the reservations issue. Additionally others called and echoed the sentiments of an abrasive & RUDE manager.

How do you treat a bride who is bringing business to your hotel with such disregard???? I'm incredibly disappointed with this hotel brand and it makes me even more proud that while Im a Hilton honors member, I will continue to spend the majority of my money as a titanium elite at marriott with over 200 stays/ year!

Hampton Inn Detroit/Utica-Shelby Township you should be ashamed to be a part of the...

I don’t usually leave reviews because I travel A LOT for work, but this situation calls for it. I was recently staying at this hotel for a wedding and while I have stayed at other Hilton properties before this and can deal with minor inconveniences here and there, I was extremely disappointed in the level of attention, care, and interpersonal interaction that took place. First, the welcome gift from the bridal party that should’ve been inside my room was left outside the door when I was not on the property, and children or anyone could have picked up the bag and left with it. Leaving it outside was unsafe and shows that they didn’t do it ahead of time as instructed. We had to make noise complaints the night before the wedding that were not resolved. One of my biggest complaints is that I needed change in cash and I was asking the front desk about different options of how I could get cash and they were extremely rude to me and told me I had no options… Shortly afterwards, a different wedding guest pointed me to the ATM machine in the corner of the lobby. I would’ve expected the front desk to at least tell me that the ATM machine exists as a part of their job instead of dismissing me or helping me consider alternative options. I also witnessed the front office staff talking to a guest in a condescending manner about hotel reservation issues that they themselves were at fault for. My parents work in hospitality and regardless of where the error is on an issue, speaking with respect and calmly is a priority and I do not believe that this staff had that. They were not solution oriented and didn’t seem to want to help people resolve concerns which is odd considering they encouraged a wedding party to stay here.

I would forgive certain issues given it was a wedding so there was a lot going on, but the hotel itself is old and in desperate need for an upgrade… we had crumpled shower curtains, missing soap, and a hair on the bed. The only reason I am giving one star is because they had decent breakfast options and they provided a shuttle to get to the wedding venue.

Would not...