SpringHill Suites by Marriott Wixom Novi — Hotel in Wixom

Title: Unfair Charge for Damage I Didn't Cause

I recently stayed at the Springhill hotel and, while the overall experience was decent, with the owner being a great and chill guy, I left with a bitter taste in my mouth due to an unjust charge. After checking out, I was shocked to find a $200 fee added to my bill for a "broken piece of wood" in the room. When I tried speaking with the GM she kept trying to end the call while saying “theres nothing to discuss about”. I certainly do not understand how I could have broken the bed since I weight a measly 105 pounds and was gives that bed to sleep on.

This charge came as a complete surprise because I didn’t break anything during my stay. I treated the room with care and respect, as I always do when staying in a hotel. When I called the hotel to dispute the charge, the staff insisted that the damage was discovered after I checked out and claimed it must have been my fault.

I explained that I wasn’t responsible, but they were unwilling to investigate further or reconsider the charge. This kind of baseless accusation and refusal to listen to a guest’s side of the story is incredibly disappointing and unprofessional.

The frustrating part is that I had enjoyed my stay up until this point. The room was clean, the amenities were decent, and the staff were friendly during my visit. However, this unfair charge and the way it was handled have completely soured my opinion of the hotel.

I would caution anyone considering staying here to be very careful and document the condition of the room when you arrive. It’s unfortunate that such an issue overshadowed what could have been a pleasant stay, but I can't recommend a place where guests are...

My family of 5, 2 adults and 3 kids - stayed here during a power outage from a snow storm. The location is convenient, but also not very appealing to the eye. Just lots of hotels and freeways. Rooms were just ok. There was a weird smell of body odor and the window was cracked when it was 18 degrees outside which made me think they were airing it out. There was also tons of dog hair in our room and a dog barking in another room.

The bathroom doors are super cute sliders, but also really loud at night. Our room didn’t have a bathtub, only a shower - which was hard with 3 small children, but we made it work.

The pool was absolutely disgusting and so disappointing. It is very tiny and narrow. The bottom was grimy and dirty, water was filthy and there were chunks of hair everywhere. I hope they are monitoring the chlorine levels because it was extremely strong smelling. It actually made me nervous and I ended up getting my kids out after 30 mins. Also there weren’t any pool towels so we had to go back to the front desk to get some. Again, not a huge deal - but just annoying. Probably wouldn’t have cared if we weren’t dealing with everything else on top of it. You know how you usually feel clean after swimming in a pool? Yeah, no. We did the walk of shame back to our room and I couldn’t wait to get everyone showered.

Hotel was just ok in a pinch, but would for sure not ever...

The General Manager, Chelsea Simms was beyond unprofessional and rude. I am only left to assume that her extreme disrespect was related to my ethnic name, as there was no other cause for her curt nature. I called 2 days prior to check-in to cancel the first of 3 nights due to a change of schedule. She speedily said she would cancel the night but still charge me. When asked to repeat, she did so evem faster and ended by calling me, "Hun". I corrected her, and asked what the cancellation policy is. She told me it's in my email... repeatedly. I asked to speak with her manager, to which she responded, I am the General Manager." After further prompting she said her Regional Manager was not in and that I could call the hotel to speak with him the next day. She refused upon multiple requests to give me his extension and when I asked for a number to speak with someone at the corporate office, she put me on hold for 10 minutes, only to return and give me the general automated customer service line. To make matters worse, she deleted my entire reservation and rented my room to someone else, leaving me to separate my daughter from her teammates. I have been a Marriott Rewards member for over a decade and have never experienced such...