Hampton Inn & Suites Detroit/Sterling Heights — Hotel in Sterling Heights

I was traveling with my family for a memorial service of a dear friend. I was anticipating great service from a well known brand. I couldn't have been more disappointed.

When making the reservation I requested a portable crip or pack and play for my 1 year old. Before leaving home I called the hotel to confirm it would be available and placed in the room for use. (If it had been not available I would plan to bring my own but wanted to avoid having to pack ONE MORE THING as I was traveling with 4 kids).

I was assured the pack and play would be in the room. I arrived. It wasn't. Not a big deal. Front desk offered to bring it up. Seemingly very nice. However, the pack and play that was given to me for use was broken. I asked if they had a different one. Nope. That's the only one for the hotel. I asked for a solution. I was told they had none and that don't worry I won't be charged for it breaking. OF COURSE NOT! I didn't break it!

Repeatedly I was told by the GM that they had absolutely nothing they could do for me because it's free so it's not their problem. I was also told repeatedly that it's not their fault. They didn't know it was broken. (This shows extremely concerning behavior because had it been cleaned and inspected as they should be it would have been noted).

The manager (Amber) was absolutely the most condescending and rude person I've ever dealt with in traveling. All she had to say was that there is nothing she can do and it's not her fault or problem. I asked why not go NEXT DOOR to meijer and buy a replacement? She said "That's not how we do it." I said, ok I'll go buy it, can I get a discount then? Nope not how they do it.

The cherry on top was that she told me "If it were me and MY KIDS, I'd NEVER rely on someone else to provide something they need." SO not only did she take no accountability for the situation, a solution or my frustration, she condescended to me and questioned my parenting.

We ultimately had to leave to stay at a different hotel so my 1 yr old had a safe sleep space. They are currently refusing to refund my money.

I called to make a formal complaint and was hung up on by the reservation attendant. I called back and made the complaint and was never sent confirmation or anything as I was told I would receive.

I will never stay at a Hilton property again.

I only wish I had read the other reviews of the rude management etc before booking. I would have saved myself the frustration in advance.

Nothing about this experience...

2 adults, 3 teenagers on a trip to a lifting competition. Stayed 2 nights.

Check in was a joke and took two attempts because what was stated on the phone, was in fact, not correct. Also, it was never stated over the phone there was 100$ cash deposit on top of the room rate that was secured with a credit card.

No Bible in the nightstand. Why?

The room was clean, for the most part, except for the hair on the soap in the bathroom, which had previouslybeen used before we entered the room.

The coffee pot would not work at the outlet it was plugged in at, so, we had to make coffee in the bathroom. (once we got coffee*see further below)

No fan in the bathroom? Weird and gross at the same time. Also, the toilet wasn't flushing so we had to fill the trash can with water to flush it.

Saturday while we were out of the room, housekeeping did come in and empty our trash, but, neglected to take the dirty towels and switch them for new. Sunday morning I went to the desk and asked for towels and was told "we don't have any clean towels." I asked why they weren't switched the day before when housekeeping came in and was told "you must not have asked." I wasn't about to argue...I really wanted my friend to get her deposit back.

Then I went to the breakfast area and fixed 2 plates of scrambled eggs and sausage patties for the kids and took them upstairs with bowls so they could eat.

One of the kids went down to make some waffles and heard the manager telling a guest services worker about the RUDE lady who asked for towels and then took STACKS of plates upstairs. The guest services worker wasn't happy with the manager being loud about guests and patrons of the hotel in front of other guests. I appreciate that person. That person was Lillian, who later gave me some towels for the kids. They were hand towels, but, they were towels and she tried.

Also, huge shoutout to Tracy, a housekeeper who saved the day with regular instant coffee, because, there was 9 packs of decaf in the room.

Having to wait in the lobby while someone "checked" our room to get the deposit back was a little demeaning....but of course we left the room clean and in good condition.

Deposit was returned successfully. We left before checkout and we will not be back.

Side note: NO POOL. It is empty and closed for maintenance. This is not stated when...

I rented the meeting room for my daughter's prom send off. The staff was nice especially Adrian when booking the room. She was very helpful. Now the day of my daughter's prom there was NO AIR in the room. When I arrived I asked the front desk employee to turn the air on. He couldn't find the key and was calling everyone to locate it. Now as my guests were arriving the temperature went up to 80 degrees in the room. I had approximately 65 guests. The room was so hot the cheese was melting. So I went to the front desk again and they came into the room and tried to turn the air on... it still didn't work. They then called maintenance to try and help. After the first hour they said they will bring me fans to help try to cool the room. They never brought in the fans. My daughter came down and after 45 minutes her hair had sweated out. Her makeup started running. The guests were uncomfortable. You could barely breathe in the room. Adrian was very apologetic and she was calling different hotels to find a resolution. For this to be my daughter's senior prom this extremely hot room was unacceptable. We ended up outside where it was cooler and we could actually breathe a little. But the damage was done. My daughter's hair was destroyed before she even went to her prom and her makeup was ruined. She was a sweaty mess. I have been trying to contact the hotel manager since the day after my event but I am running into obstacles trying to get in contact with him. The front desk employee is being difficult. He told me that it is normal for that room to be warm. And there's nothing that the manager could do. Which if that was the case, I should have been told before I paid for the room. That there was no air in there. I could have went somewhere else. Where we wouldn't have been melting and my daughter wouldn't have been looking like a chia pet. I have another party that I am planning but it won't be at the...