Home2 Suites by Hilton Taylor Detroit — Hotel in Taylor

This was one of THE worst hotel experiences I’ve had. My family booked a total of 4 rooms. 2 were in my name. I specifically booked 2 connected rooms , w/2 queen beds in each. After booking, I get a voicemail stating that the rooms are not actually connected. I also requested early check in & was told “just show up. We’ll see what we can do when you get there”. I show up early and am unable to check in early. I leave , but get a call from Debbie a little later, to now check in early. Debbie was sweet. I come back, check in , only to notice BOTH rooms have one king bed. Not 2 queens. I immediately notify the hotel. I’m told that the rooms were booked as such. I’m in town for a wedding that I’m in. So, I have shower & leave with no time to spare. When I return, voice my concern to the front desk. I’m told that she would move my room, but there’s a note that says “do nor move”. She says she’s never seen this note before. At this point, I offer to purchase another room. I’m told they’re sold out. Yet, the room next to me is empty. I explain that I’ll pay for that room and be gone before the next day’s check in. It’s literally just a few hours. I explained that now, someone has to sleep on the floor. Im told to take it up with the Manager in the motioning. So I go to the front desk first thing in the morning. The Manager has not started yet. I just ask for a late check out for both rooms. I’m asked if we can all just move into one room. I explain that there’s not enough room in the 1 we have now. Mind you, the bride & groom are on the other room. I’m sure they don’t plan on waking up after their wedding day to a room full of folks. She allows a “complimentary” late check out and says I have to speak with the Manager regarding my other concerns. Even after confirming late check out, housekeeping woke us up to check out early. I explained I have late check out. She asked when I confirmed. Because he just left the front desk and they did not inform her. I am at that time I requested a corporate phone number. Only after I requested that did I receive a call from Ava, the sales manager. Ava said that the reason we have the rooms that we had was due to our original rooms being given to guests who had family emergency. She said the night person didn’t move my room because the note said do not move. However someone moved our original room to the alleged family with the emergency. Also, by the night person considering moving the room showed me that there was more rooms available. Ava asked what she could do to make this right. I said either a complementary future stay or some sort of reimbursement. She refused to reimburse me because she said according to the note she booked the rooms how they were Scheduled to be booked. She said for a future state I would have to stay at that specific location. Keep in mind, when I booked these rooms I stayed on the line and listen to a sales pitch in which I was supposed to receive 500 bonus points for. I would never was in rolled into the bonus program nor did I receive the 500 points. Ava did not offer to enroll or ensure I got my additional 500 points or my points for booking two rooms. Also, the ice machine on our floor was broke. The lobby restroom was not clean. The toilet had not been flushed. Two of the three front desk staff lacked empathy and concern. This was a 1 ⭐️ experience at best. Not the way my family planned on spending the days surrounding the wedding. This was the 1st & last time...

In my opinion I'm the victim of a missing phone scam by this hotel. I stayed at this hotel from 12/5/20 to 12/9/20. It was me, my wife, and my 2 year old. After leaving and being on the road back home for several hours I received an email from the hotel saying that the room phone was missing and they're charging me $50. When we stopped for the night we searched our luggage and the car, but didn't find a phone. It wasn't taken by mistake then. Could it have gotten thrown out? Without a doubt, no. We stayed for 5 nights, and with the exception of one day we always kept the Do Not Disturb sign on the door. The one day we took it off, our room still wasn't cleaned.

Here are some facts.

My 2 year old loves to play with hotel phones, and not once do my wife or I recall him playing with a phone at that hotel.

My 2 year old does not know how to unplug a phone, and neither my wife or I unplugged a phone at that hotel.

My 2 year old did not leave the room with the phone. We would have noticed something that large.

I have no use for a landline phone, and I did not intentionally take it.

It was not mistakenly packed as we checked our luggage and vehicle as soon as we could once notified of the missing phone.

It could not have gotten thrown away by mistake. 90% of our garbage was left in the room piled up on top of the counter next to the garbage cans. We never had housekeeping come during our stay. The one time we took the DND sign off of the door, our room still wasn't cleaned.

The hotel records show that they used the phone before our stay to send a code to the front desk to say that the room was ready. Then after our stay, now the phone is missing. So where did the phone go? Enter the realm of conspiracy.

We stayed 5 nights and didn't pay anything because I'm a Hilton Diamond member who had a bunch of points to use. Travel is down and the hotel could use a few bucks. We just stayed 5 nights for "free," so what's a $50 phone replacement fee? They waited until we're so far down the road that a normal person couldn't easily turn around and come back to refute the accusation in person. Now it is my word vs their word, and they get the final say on putting a charge on my card. So they win. They got me.

How else could the phone disappear? Housekeeping could have punched the code into the phone, unplugged it, and left before we showed up for our stay. After our stay the housekeeper could have unplugged the phone and said its disappearance was because of us. Maybe the phone is in the room still and they didn't do as good of a job searching for it as they say they did. All I know is we don't have it and we didn't do anything with it.

Being from that part of Michigan originally, we will be returning frequently to visit family, but we will no longer being staying at this hotel after this debacle. I suggest to you, reader of this long review, that you book...

I usually don't write negative reviews. In fact, I often go out of my way to support great service by leaving 5-star reviews and simply ignore the bad ones. But this time, I felt compelled to share—especially after receiving a dismissive response from the hotel staff.

Let me start by saying I stay at Home2 Suites frequently—easily over 10 nights a year at different locations across the U.S.—and this is by far the worst experience I’ve had. Honestly, I wouldn't even compare it to a motel.

After I shared my disappointment via text with the hotel representative during my stay, her response was, "... Feel free to leave any reviews on whichever site you would like to use..." So here I am.

I paid nearly $330 for a two-night stay, and I expected at least the basic level of service.

We are a family traveling with two toddlers, so comfort and cleanliness are not just preferences—they're essentials.

Here’s what went wrong:

** Room service failure: I requested housekeeping for the second night upon check-in and even reconfirmed it the next morning. We returned in the afternoon to find the room untouched. I called the front desk, and the lady casually said, "... Sorry, I can request them for you tomorrow." I said, "We’re checking out tomorrow." Her solution? "Just leave the trash outside the door." So we did. But we weren’t the only ones. Trash was piled up outside other rooms, creating a noticeable smell in the hallways. It was uncomfortable walking back to our room, especially with two little kids. The whole environment felt neglected and unhygienic. (Photo attached.)

** No bedding for the sofa bed: We pulled out the sofa bed at night only to find there was no bedding provided at all. I had to go down to the front desk to pick it up myself. Not a huge task, but again—not what you expect from a Hilton-branded hotel.

** Empty shampoo & conditioner: From the moment we checked in, both shampoo and conditioner were completely empty. I had to go downstairs again to get replacements. (Photo attached.)

I’ve stayed at many Home2 Suites properties and always appreciated the consistency and family-friendliness. But this location missed the mark on even the basics. If this had been my first Home2 Suites experience, I honestly wouldn’t have come back.

I hope management takes this seriously—not just as a complaint, but as feedback from a loyal customer who knows how this brand should operate.

**Update: The hotel responded here publicly, saying they "attempted to reach out" and wanted to "work together to find a resolution." I replied to their email the same day—yet never heard anything back. No follow-up, no apology, nothing.

It’s disappointing, but honestly not surprising. Their reply feels more like a response to save face online than a real attempt to address the issue. I didn’t expect compensation—just accountability. Unfortunately, this experience only reinforces my...