Sonesta ES Suites Detroit Warren — Hotel in Warren

The staff was rude. We requested to upgrade our room and the desk clerk did not help us. She directed us to call customer service ourself to change the reservation. We were tired and after 20 minutes on hold, we hung up and took the room we originally were booked for. We had to exit the main hotel building on the 3rd floor to access the outside entrance of our room. The set up is not at all like any other hotel I've staid at. It did not feel secure. I did not feel safe. The hotel room was outdated and in poor shape. The carpeting was stained in several spots. The walls were in need of repair from dents and scrapes but they were also dirty with splotches of unknown matter on the bedroom and bathroom walls. The glasses provided in the kitchenette were dirty. That was rediculous. I couldn't even get a clean glass of water to drink. The TV setup was disappointing. There is no channel guide. You just flip through channels until you find something to watch or give up. It also rotated through two CCTV video channels that were labeled for the property but they were black due to permissions or no functionality. The quality of the cable or satilite TV was poor. Several channels were pixelated while others were clear. Breakfast was also disappointing. The hotel staff continued to provide poor service. My husband had biscuits and gravy but the biscuits were still frozen in the middle. The pasty display was empty. There was no spray for the waffle maker so they stuck when my teen son tried to make one. Plus, there was just a carafe of waffle mix without a way to measure how much to pour into the mold. Our teenager had walked out the door dressed but without his shoes. He only had sports socks on his feet. The desk clerk came over to us and rudely proclaimed he was not allowed to have breakfast because he did not have shoes on. He had to go back for shoes before we ate. There was no reason for the breakfast to not be stocked. It was only offered for two hours and we came about half way through. Our stay was not to Marriott standards. As a last tip, do not check out thru the mobile app and leave your key card in the room if you need to use the elevator. Since you must travel outside the buildings, you need the key card to get in to use the elevator. We found this out the hard way and had to carry luggage down three flights. We just didn't think about that when checking out. My husband went about his normal routine of checkout and we were out the room door before remembering we still needed that darn key card. I gave two stars because even though there was a rock concert goining on that we could hear outside, the room was well sound proofed. It didn't bother us at all. The linen was clean and we had adequate towels for showers. We didnt need to request extra...

Here’s a polished version of your review to ensure clarity and professionalism while expressing your concerns:

Disappointing Experience Due to Staff’s Lack of Empathy and Professionalism

I recently stayed at this hotel, and while I was initially pleased with the room and the check-in process (thanks to a professional and pleasant young lady at the front desk), my overall experience was marred by a troubling incident and poor handling by the overnight staff.

On January 4, around 1–2 AM, I reached out to the front desk regarding an injury I sustained due to a broken bed rail that was sticking out. The young man on duty displayed no empathy or concern for my situation. His response that he “just arrived to work” and didn’t know anything was not only unhelpful but unacceptable. If you don’t know, the appropriate response is to find out and assure the guest that the issue will be reported for safety reasons.

Instead, he quickly offered another room, seemingly to get me off the phone. This dismissive attitude was evident in his tone. Despite my leg and back pain, I had to pack all my belongings, walk down the stairs to get a new key, and relocate. When I got to the new room in Building 4, the door was open, which felt unsafe and inappropriate given the late hour. I informed him of this, and instead of addressing the safety concern, I had to haul everything back and was then offered a room on the third floor—despite my obvious discomfort and exhaustion.

His lack of concern and unwillingness to engage positively left me disappointed. It was clear that he lacked proper training in handling such situations. For instance, knowing I was injured, he should have offered assistance or called someone to inspect the room for safety.

While I remained professional, the staff member’s attitude and actions reflected poor etiquette, a lack of knowledge, and no effort to provide a positive guest experience. I strongly recommend implementing professional training for staff, focusing on empathy, communication, and problem resolution to maintain a positive atmosphere for your guests.

The only reason this review isn’t lower is because of the young lady who checked me in. She was professional, approachable, and provided excellent service—an experience I wish had been consistent throughout my stay.

This version keeps your tone professional while clearly outlining your concerns and suggestions for...

DO NOT stay here if you are traveling with valuables or concerned for your safety. At 12:30am on a Sunday night at this hotel, someone tried to break down our hotel room door with a fire extinguisher that was inside the hotel. We suspect it may have even been another person at the hotel, but the front desk refused to investigate. Turns out, there also are no security cameras throughout the hotel! If we did not have our door bolted and latched, we could potentially be dead right now. This hotel is in a very weird area and there are lots of random people walking around in the area. If you are concerned about your safety, DO NOT STAY HERE. All the hotel manager told us was that "no other guests had complained" and I countered that no one was staying in the rooms around us, which she admitted. They only refunded us the night that someone had attempted to break into our room on and the nights that we wouldnt be staying there; I'm sorry, when your hotel guests are almost broken into and potentially threatened or in danger at your hotel, you give them a full refund. I will never ever stay at a Marriott or Residence Inn ever again and I'm telling everyone I know not to book with them again. The picture shows the fire extinguisher that was right next to our door that the person used to try to break in and the other pictures are the damage the door took from being bashed. Not included is a picture of the fire extinguisher that shows all the paint peeled off the bottom from how hard they were banging it against our door! If you're even thinking about staying at this hotel, look at these pictures and think again. Also, this is not a "hotel" where your rooms are in a building, it is built motel style and there is no security so anyone could potentially walk up to your door and try to break in. I didnt think Marriott had motels but I guess...