Home2 Suites by Hilton Troy — Hotel in Troy

On Sept 14th I checked in to home 2 suites in Troy Michigan after a long flight from Los Angeles and picking up a rental car from enterprise DTW branch. I was greeted warmly by Eric who was the contact person that Tiffany indicated would be at the location to assist me with my late check in.

Eric was super kind and helpful. All the while he was assisting me Vera was busy cleaning and the establishment was spotless. I retrieved my room key (rm 423 which is somewhat directly across from the elevator) and headed to my room. It was beautiful , very clean, and comfortable. Although I was extremely tired, I decided to quickly run out to McDonald’s to get a bite to eat . As I entered the hallway there were 5 teenaged African American girls who were waiting on the elevator and talking\laughing extremely loudly. As I exited my room they had entered the elevator and were in their way downstairs.

When the elevator opened towards pick me up, there was a large piece of chocolate cake with blue icing on the elevator floor. When I got downstairs, I went to the check in desk to see if Eric had suggestions of fast food restaurants that were open that late and saw the same 5 girls standing near the desk and one of which was eating a piece of cake that resembled the one that was on the elevator floor.

They were still yelling at the top of their lungs and laughing. Eric and Vera politely asked them to keep their voices down numerous times to no avail. After Vera walked away, I followed her and informed her that there was a huge piece of cake on the floor in the elevator. I showed her where it was, and she cleaned it up immediately. We briefly discussed the noise level, and I informed her that they were on my floor and yelling up and laughing loudly in the hallway.

From there I got instructions from Eric and went to McDonald’s. After returning from Mc Donald’s I headed to my room exhausted from a long trip from LAX - DTW. As I sat down to eat, I began hearing loud laughing, running and cursing in the hallway. Doors were slamming and it seemed as if people were banging on the walls. I called the front desks to complain and was told that someone would come up and speak with the guest. Well this went on until about 3:30 am. I called 3 times however the 3rd time no one answered the phone. I wanted to call the police but being a native Californian who happens to be African American who has seen how we are sometimes treated by police sadly I decided against it. But really wished your staff had.

Needless to say, I didn’t sleep at all that night. The, had perform at my mother in laws 100th birthday ceremony at 12 noon. Now with a 3 hour time difference, not getting any sleep and having to wake up early to drive to the mound rd by 12 noon, I was literally disoriented and extremely tired.

With that being said, I would appreciate it if your establishment would reimburse my points for Sept 14, 2024 due to the major inconvenience they caused.

Side note: I requested another room on a different floor the next day. Tiffany indicated that the boisterous guest were checking out so I opted to remain in my beautiful room. The remainder of my stay was absolutely wonderful. Also hot breakfast was excellent, pool was super clean, gym and the staff...

It is with great disappointment and sadness that I share my recent experience at Home2 Suites by Hilton Troy, where my wife's precious Pandora bracelet was stolen. This bracelet held immense sentimental value as it belonged to my wife's late mother, who tragically passed away earlier this year from stage 4 cancer. To make matters worse, we retrieved this bracelet from her deceased mother's body, making its loss even more devastating.

As a Diamond member and a seasoned traveler, I have come to expect a certain level of service and security from hotels within the Hilton brand. However, our experience at Home2 Suites by Hilton Troy was a far cry from these expectations.

From the moment we arrived, the staff's indifference was palpable. Despite my Diamond status, we were greeted with a lack of warmth and professionalism. Throughout our stay, it became increasingly evident that the staff were ill-equipped in basic hospitality standards and lacked the empathy required to address guest concerns.

The theft of my wife's Pandora bracelet was the defining moment of our stay. The bracelet, a cherished memento of her late mother, was stolen from our room, shattering our sense of security and leaving us feeling violated. Despite reporting the theft to hotel management, we were met with apathy and a disturbing lack of urgency.

Moreover, the overall security measures at Home2 Suites by Hilton Troy left much to be desired. As someone who travels full-time, safety is paramount, yet this hotel failed to provide even the most basic level of security for its guests. If personal belongings can be stolen with such ease, it raises serious concerns about the hotel's commitment to guest safety.

In addition to the theft, the demeanor of the staff was deeply disappointing. They were rude, unapproachable, and displayed a shocking lack of empathy given the circumstances. As someone who has experienced profound loss, I expected a modicum of compassion, yet it was sorely lacking at Home2 SuitesHome2 Suites by Hilton Troy.

In conclusion, our experience at Home2 Suites by Hilton Troy was nothing short of a nightmare. The theft of my wife's Pandora bracelet, which held such immense sentimental value, has left an indelible mark on our hearts. Combined with the unfriendly and unprofessional staff, this hotel has proven to be a distressing and unsafe environment for guests.

I implore anyone considering staying at Home2 Suites by Hilton Troy to think twice. If you value your personal belongings and expect to be treated with respect and empathy, I urge you to seek accommodations elsewhere. Home2 Suites by Hilton Troy has not only failed to provide a secure environment but has also demonstrated a shocking lack of compassion towards its guests' grievances.

In memory of my wife's beloved mother and the stolen Pandora bracelet that holds her essence, I urge the management of Home2 Suites by Hilton Troy to reevaluate their security protocols and instill a culture of empathy and professionalism among their staff. Until then, I cannot in good conscience recommend Home2 Suites by Hilton Troy to...

The hotel was fine for what it was, but there were a number of poor experiences that I will make me happily pick any of the other hotels in the very close area for maybe $5 more per night as they are listed.

The room wasn't clean when we arrived but it wasn't terrible. There was hair in the shower and underneath the vanity that was clearly not ours, as well as stains on the carpet which was weird for a hotel labeled as "new".

The bigger problems were when we needed our room refreshed and new towels. I asked for a room refresh at the front desk and no one checked in nor cleaned up our room for three days. When they did come by we had the cleaner ask if we actually wanted it cleaned "because they don't always mean it when it is requested" I said yes, asked for 5 minutes so we could leave the room. Once we left I went to the room the cleaner was in and told them we were leaving and thank you for cleaning. When we returned that evening the room hadn't been touched, our towels were still on the floor in the room. I went down later that day to talk to someone to get it refreshed but no one came out to the front desk in the 10 minutes I was standing there waiting. I just came back and asked for new towels the day after. I probably could have dug up a phone number but there weren't any listed around the desk for me to call.

The same was true over the weekend. The breakfast bar was fine during the week but once the hotel was busy the breakfast bar was a mess, food options were unavailable, and there was no one around to support it.

The breakfast bar options themselves were also not great... No fresh fruit out, some yogurt, milk, three cereal options, and the pre-made eggs and omelets were really awful to eat. No hot sauce, no meat options beyond what was pre-made into the egg scrambles and omelets, few toppings, only drip coffee, etc.

The hotel thermometer was directly under a vent that did nothing but blow cold air into the room. There was no controlling it, so we'd adjust the thermostat for the heater next to the bed and if you stood somewhere in the middle the room was bearable. The cold vent was also directly outside of the bathroom so getting out of showers was unpleasant.

While I did want to report these issues, and tried to for some of them, the lack of presence at the front desk made me give up. I won't be staying at this hotel or other Home 2 Suites again, especially in areas where I have so many...