Embassy Suites by Hilton Detroit Troy Auburn Hills — Hotel in Troy

I stayed at the Embassy Suites Detroit Troy July 20-25, 2016 while I visited friends and family in the area. This is my second stay at this property in two years. The location is convenient to I-75 and there are plenty of dining options nearby.

The property as a whole is OK, but could benefit from better upkeep. Based on the furnishings in the rooms and common areas, it likely hasn’t had a renovation in the last decade as it does not reflect the current Embassy Suites/Hilton design. (The Embassy Suites brand is owned by Hilton). Of the three elevators, only two worked and those were in sad shape with soiled carpeting and smudged glass/brass. Neither was particularly quick and the doors often closed unexpectedly as passengers were boarding.

During the week the clientele is mostly business people and the hotel is relatively sedate. Weekends are another story as the clientele changes dramatically and the hotel hosts more social/family events resulting in the bar, restaurant, pool, and hallways a bit livelier and sometimes much louder. This was experienced during both of my stays. During my most recent visit, it appears that housekeeping only offers limited services during the weekend as the floors in the hallways were left littered with cups, glasses, and assorted food debris.

The rooms are spacious, but worn and dated. They also need more attentive housekeeping services. During my stay, there were days when toiletries weren’t refreshed, surfaces weren’t wiped/dusted, and dirty towels weren’t removed. As a Hilton Honors member, they did leave potato chips, a Snickers bar, and bottled water in my room. This was a much-appreciated touch, but I would have preferred a clean room instead.

The bed was comfortable and lacked any evidence of bed bugs. However, the duvet looked like it could use a good cleaning as the edges were a bit discolored. The bathrooms have a large granite vanity and soft lighting. (If you’re putting on make-up, go into the bedroom for better lighting or you’ll look ghastly.) The toiletry amenities are higher-end and had a pleasant, fruity scent.

The first room we were offered on 3rd floor reeked of WD-40 (mechanical lubricant), had a broken mirror on the closet, furniture with the backing coming off, and a security lock that was nearly pulled all the way out of the wooden door. It appeared that someone had tried to kick the door open.

We were moved to another room on the 8th floor, but this one wasn’t much better. There were faded symbols written in marker on the walls in the bedroom and living area. It was obvious that a serious attempt had been made to remove the graffiti as the wallpaper had been scrubbed to the point of removing the pattern. There was also a leftover toiletry bag with the previous occupant’s prescriptions inside left on the TV stand in the living area.

On the upside, when these issues were brought to the front desk, they were quick and efficient about fixing things as best as they could. The moved us to another room when the issues from the first one were brought to their attention. And they reduced our room rate significantly when the issues from the second room were brought to light.

The breakfast buffet was phenomenal -- eggs, French toast, pancakes, sausage, bacon, oatmeal, pastries, and cooked-to-order omelets. The coffee is also stellar. As a professional meeting planner, I’ve been in A LOT of hotels and this is one of the best offerings I’ve seen.

With a renovation, this hotel would be well worth the $269/night we were going to pay. But with the terrible housekeeping (even with a $20 tip!) and current lackluster rooms, I can have a better experience for a similar cost at...

I must start by saying that this is a business hotel and my husband and I stayed here for 3 days with a 1-year old while my husband was here on business. Now for the good, bad and ugly..

The good: staff was very friendly and quick to help us. My husband came down with a GI bug and destroyed the bathroom our first night. I told the front desk in the morning and they had housekeeping up right away. We also had problems with our telephone and TV, both were addressed immediately (even though neither of them were fixed).

The breakfast is pretty amazing and the fact that they have 2% milk on tap 24/7 is every mother of a young child's dream.

The room was dated and it was obvious it was once a really nice place that has been poorly maintained.. but our suite had a door between the living area and bedroom which was wonderful for our family and allowed us to have sperate sleeping areas between us and the little one.

The bad: As I stated, the place just hasn't been maintained well. There are stains on the floor in common areas and peeling wallpaper. The pool is nice-- too bad it was closed for maintenance until about an hour before we checked out. I asked the front desk to call me when they opened it (gave them my cell since our phone never worked) but they never called. I called the last morning we were there to inquire and they stated they still didn't know if it was open and would call me when they found. They didn't. When I called to ask for the luggage cart they informed me the pool was now open (SMH).

The restaurant is mediocre and they never answer the phone. We called to order 3x on our first night there and kept getting transferred back to the front desk. The attendant said they "must be busy". We went down to order and there was literally no patrons there. We didn't want a room service charge so told them to call us when it was ready.. 20 minutes later one of the restaurant employees showed up at our door with the food expecting a tip for delivering something we didn't want delivered in the first place. I order soup and they forgot the spoon so we had to go back down to the restaurant again .. seriously?

The ugly: Upon checking under things to make sure we weren't forgetting anything on the way out I found a god damn chicken wing under the bed...

The 2 stars are for the only good thing I have to say about this stay and that is that the staff was very friendly except the housekeeping supervisor. I was very disappointed with this stay. I have stayed at many Embassy Suites but this was the most run down one ever. I got there and they immediately told me pool was closed. All their outdoor seating was gone with the exception of two benches where you check in at the front door. This was not what I expected for this stay. I was in town being visited at hotel with my children and grandchild. We were hoping to spend it by pool and outdoors. This made it very hard. On the way to room elevator was filthy. Got to room and looked to charge phone and the outlet I was going to use was pulled out from the wall. Carpet needed replacement. Mold growing on the shower fixtures. and just overall this hotel is in bad need of renovation. I went to put the extra blanket on room floor so that my granddaughter could sit down on it and not get filthy. This blanket looked as thought it was 40 years old. Outside besides the no seating as advertised with fire pit etc. the garbages were always full and smoke stacks bursting with smoking butts until I went to the front desk to complain and it was handled. When went to check out they were accommodating on the late check out due to late flight out. However, after the first housekeeper came (10AM & check out is 12PM) in and we said we had a later check out, another came in at 11AM. She asked when I was leaving. Talk about getting rushed out and it wasn't even check out time for another hour. When I told her I requested a late check out she replied. "Well HOW LONG?" I told her that the front desk said they could give me till 2PM. Her reply was "Well I am the housekeeping supervisor and NO ONE TOLD ME!" This made me feel as though this was my fault or I was being treated as a squatter or something. It would have been nice if I knew before hand that the amenities were closed as I would have stayed somewhere else. I had paid in advanced and didn't get an option to get a refund. Very disappointing overall. Not the visit with family I...