SpringHill Suites by Marriott Detroit Southfield — Hotel in Southfield

4/28/2017 (Prejudice General Manager Lance Ratich) I am a Marriott Reward member and frequently stay at the Spring Hill Suites. I love the hotel and have always had a great experience when staying. I have a very good rapport with the wonderful staff as well. However, my experience on Friday April 28th was not hospitable at all. First, I called and made reservations for two joining rooms. (King suite 4 people allowed, Double bed Suite 6 people allowed) I needed the rooms for a surprise sleepover and swimming for my daughter and her church friends. My daughter turned 12 years old on Wednesday April 26th and I asked two parents from our church to bring their child. I am very aware of the hotel party policy, and I have been there with my daughter and friends for her birthday before. Never have I broken any rules in regards to their policy, never have been complained on, and never been asked to leave. ( I have photos of the girls together years ago) Friday morning I called and spoke with a lovely lady I believe her name was Deana. I asked if my reservation listed the request of joining rooms? She said no Ms. Jackson a very politely took care of my request and told me the room number and stated I could check in early because they were ready. I thanked her and ended the call. Around 5:45-6 pm one of the parents called me and said she went into the hotel and was speaking to the nice ladies at the desk when she was informed I had not checked in yet. She says she told the lady she was dropping a gift off and a man (Lance) came and interrupted their conversation and assumed there was a party. At this point Lance was attentively awaiting for my arrival. I was informed by both parents over the phone of Lance's rudeness and accusations. I walked in very pleasant as always to the desk and was being checked in by Manan, when all of a sudden Lance walks up and says to me I can't be checked in, he will fully refund me, and I can go somewhere else because of their "No Party Policy". I asked him how can you assume I'm having a party? He said because someone came to drop a gift and that girl ( My daughter cousin mom owns a bakery and she wanted to bring cupcakes as a gift) behind you had cupcakes. He continued to argue with me about the situation. I told him he accused me of breaking a rule and I never was even checked into the room! This was very upsetting to me, my 12 year old daughter, her friends, and the two parents. I asked for his name and he gave me his card and I find out later he is the General manager for the hotel. I feel that he is prejudice, rude, and did not handle this correctly being a General Manager. He accused, assumed, prejudged and discriminated against me by canceling my reservations prior to checking in. This was very embarrassing and he ruined my daughter Surprise sleep over without regards to my history of stays. I have attached a copy of their " Party Policy" and would like to know where it states gifts, or cupcakes are a violation? Manan offered to help find me another room elsewhere and Lance interrupted her again rudely to tell me the cost at another location. I refused his service and politely told Manan I decline the offer because it would cost me way more money, time. and gas. I then left and contacted the customer care line to complain and that representative called the hotel and he was very rude to her as well. She had to forward the call to her manager. I spoke to Nora a manager who stated she was going to send a email to the General Manager and I told her he was the GM. She informed me she spoke to him and the issue was resolved when he refunded me. I told her it was not resolved because I was never checked in. I asked her to expedite this to the Regional Manager and told her I was contacting my local news station. I received this email below from the GM Lance today and he fabricated the story. I was humiliated, embarrassed, inconvenienced, offended and my daughter...

As a Platinum Elite member having traveled globally, I am appalled by the lack of cleanliness and service level at the Springhill Suites Southfield/Detroit Michigan (28555 Northwestern Highway) property, August 20-23, 2021.

The first room assigned #305 was obviously never cleaned thoroughly as another individuals belongings were still in the pullout bed with existing sheets. We were moved across the hall to #308, which appeared clean, but found dirty towels hanging behind the bathroom door.

Further, the next morning when we initially went for breakfast at the designated 7:30am time we were advised upon check in, they were still setting up. I returned again in 15 minutes and breakfast was still not available until 8:15am. I'd initially asked a service member when they would be ready, who'd advised est 15 minutes. Several other guests and I continued to wait, and some returned to their rooms not wanting to wait. When I mentioned to another guest waiting with me that I'd send a letter; the lead attendant became "very loud" towards me stating, "we are open when the lights came on", as if everyone would have known that was an indication. Moreover, she continued to raise her voice toward me stating, "I wish you would write a letter.. maybe we'll get more help." Regardless, the lights were not turned on until well after 8am and they were visibly still continuing to set up items. I immediately advised the front desk attendant of my concerns, who simply starred at me.

While I understand Covid-19 has brought about many challenges and inconveniences for everyone, I feel the customers expectations should always be met when it comes to a BonVoy Marriott property who stands behind how they've improved or taken additional steps for stay satisfaction -- particularly with post-pandemic cleanliness and service levels. This is not a property which upholds the "Travel with Confidence" values and criteria, or one which I'd recommend...

WORST HOTEL IVE BEEN AT!!! We start when we arrive. We check in and the front desk gives us attitude. We just brush it off. Next we go down to the pool as we had a long 5hr car ride here. Everything is fine until one of the workers comes in and as we are playing A small safe game named “sharks and minnows” in the pool, she screams at us for being “loud” and disturbing others… nobody was by us. Later we leave after that horrible encounter and we change. The water was very cold in the shower even at maximum temperature, the tv wasn’t working in some of our rooms, we had 4 rooms. But everything else was ok in the room, bed was comfy, closets were nice, and the sofa was pretty large. We went downstairs yet again so we could workout for a little, the room is small and thankfully there were dumbbells, they said nothing about age limits to us so we went in. As I’m in the middle of a set dumbbell pressing 45’s for 5 reps. A worker comes in and tells me I need to “put the weights down” because there was a “age limit” even tho I met those requirements that we were never shown ANYWHERE she still told me to put it down. I was in complete disbelief. We went back into the pool at around 8pm, it closes at 10pm keep that in mind, we try to access it but the keycard wouldn’t work. So we went to the front desk to ask why it wouldn’t work. They told us “we felt like closing it early.” I ask why. They tell us we need an adult because it’s too “explicit” for us to know. Ok, I just brought my family member down and she told him “someone pooped in the pool.” I’m 16, is it too inappropriate for me to know that someone pooped in the pool💀🤣🤣. What an experience, way to make the guests feel welcome. Next day, before we leave we go down for breakfast. They had a fuse in the middle of me making my waffles and then they screamed at random people for acting “inappropriate” in the food area. Nobody did anything🤣. Never...