Troy Inn & Suites — Hotel in Troy

2/21/2020 Worst customer service experience I have ever had at a Drury Inn. Front desk “Manager,” Liam was argumentative with us. While trying to check in, a different room was assigned to us than what we reserved. We chose the pay ahead option so we weren’t able to “modify” our room to a suite as we originally booked, so we were “stuck” with the room we didn’t book. Liam gave me a customer service phone number to call when I asked for a corporate number. So I called the customer service, put the phone on speaker phone and the representative repeated our reservation back to Liam “king suite with living room, etc.” He walked away and said “I’ll be right back”. We waited over 30 minutes. He called customer service without us present for the conversation then came back out and said 2 representatives told him we booked a king bed room, not a suite, and completely disregarded the fact that the representative I spoke to confirmed it was a King Suite. Simply because he thought I was lying about who I called. We have only ever booked king suites at Drury’s. It was simply not accurate and there was a mistake somewhere, but in the meantime, he pretty much accused me of lying and said I didn’t call the number he gave me. So I held up my phone’s call log and showed him the number called and for how long we spoke and compared it to the number that he wrote down. He said while I had it on speaker phone, he heard someone talking in the background about “airline mileage” insinuating that it wasn’t the Drury I was speaking to because of that. Duh...they are a hotel chain, someone probably was talking about airline mileage in the background! His demeanor was unprofessional and he did not help the customer. We eventually did call corporate after sitting for over an hour trying to get our reservation situated with no progress and Amber from corporate struggled to communicate with them also and made no progress for us (she was professional and courteous). She said they would have to call us back. At this point we have waited almost 2 hours which put a HUGE damper in our plans. We chose to walk away and stay at a different hotel where we were treated impeccable. Not once in my life have I experienced such terrible customer service as I have from Liam who was being argumentative and accusatory towards me. It was our first time staying at this particular Drury Inn, and I later said how disappointed I was because this was our favorite hotel to stay at (meaning the Drury chains) and again he accused me of lying by saying to me “and you also said this was your first time staying at this hotel” with a demeaning attitude and body language. Yes - it was our first time there, but it was not my first time staying with a Drury all together. He’s quick to jumping to conclusions of his own assumption. My entire opinion of the Drury Inn has changed and this no longer became an issue of a mix up of our room, but more so how poorly we were treated. Liam was talking down on me, which in turn then upsets my fiancé. I will stop recommending this hotel to my friends, colleagues, and family members. His job is to “make it right” with the customer, especially an already paid customer, not argue his way into being...

I feel like if I'm going to put something negative into the world it should be balanced out with something positive. Drury was a knight in hotel armor for our family earlier this month. We had sent our 18 year old daughter to Michigan for a quick 24 hour trip so she could do her global entry interview. There were no appointments in our area for months and we wanted to get it done before spring break. The Detroit interview was about 7 hours from our house. She's in college and lives on campus so it's not like she's a child that has never been away from home. We used her name and (parent funded) credit card on the reservation to avoid issues at check in. She drove up there to stay the night and wake up early the next morning for the interview before driving home right after (during winter break). Quick and easy. Our family travels a bunch and prior to this trip we have exclusively used Hilton for the past 5 years or so. However, on this trip, our kiddo was turned away by Hilton (Hampton brand) when she got to the hotel and went to check in. It was the middle of the night, far from anyone we know, in less than safe city, and Hilton's only reason for turning her away was that she was not 21. Hotel management and Hilton customer service proceeded to then tell me that it was "common knowledge" that a person had to be 21 to check into a hotel. Basically too bad so sad without so much as a "good luck" as they sent her on her way. I've put out another review about that whole experience, but I mention the above to set the stage for how Drury came to the rescue. As I was trying to connect with Hilton management for a resolution I told my daughter to start calling different hotel chains to find a room. Drury was maybe her 2nd call and they said they would take her despite the age and they had a room available. So she drove to the hotel, checked in without issues, and crashed for the night. She made it to her interview the next morning and breezed on home. All's well that end's well, but only thanks to Drury...

Despite being very excited and welcomed warmly at the lobby when we entered, that lasted all of about 2 happy seconds. Being rated 4.5 stars and being directly kitty corner the CHILDRENS HOSPITAL one would expect/insure a very tidy and sanitary stay. WRONG. They even leave cards staying who cleaned your room, ours was cleaned by LORIE. As soon as we got to the room something was off. There were crumbs on the floor, plastic food wrappers and more under the couch when we pulled it out into a bed, the sheets on the pull out clearly hadn’t been changed, and to me the worst, moldy food left in our fridge. personally I’ve never stayed in a more disgusting hotel, but I’m not a complainer, we changed the sheets and emptied the fridge into the hall and made the best of it. We were staying for my bonus sons twelfth birthday, and were expecting to have balloons and cookies delivered so I went to the front desk to let them know, that I could wait in the lobby or she was more then welcome to send the delivery man to our room, whatever made it easiest, MICHELLE the lady at the front desk then stated, “you think we have room for 15 balloons in the lobby?” Like I was dumb, and going to leave them there after I had just explained they were for my stepson and that I was going to step them up in our room. After all that, traveling for hours, to get there to have a disgusting room, clean it ourselves, and go down to the front desk just to let them know and make it easy for everyone at we are getting balloons and whatever is easiest for you guys is easiest for us, and I’m the one that gets scolded by staff. Worst hotel experience of my entire life. The Marriott would serve your needs much better, buyer be warned, terrible staff. DO NOT stay here if you’re a patient at the children's hospital, absolutely not for sick kids, not...