We booked the hotel many months ago for the Winter Classic through Expedia. We had three rooms, two basic queens and one room with a pullout couch. The rate for all three rooms was about the same $100/night including taxes. So, you would likely want to hear about problems and the unexpected positives. Well the most significant NEGATIVE was with Expedia.
We tried to change the booking for one room well within the hotel's guidelines. The online options did not provide that specific option - it looked like you had to cancel and re-book. As you can imagine, I didn't want to end up losing the room, so I decided to call expedia. The call centre must be in some remote part of the planet or perhaps off the planet where their agents don't speak English. Seriously, I've dealt with call centres in India, the Philippines and elsewhere and none of them had this level of language incompetence. I had to call THREE TIMES OVER SEVERAL HOURS. I ended the first call because I had no idea what the agent at the other end was saying and I had absolutely NO CONFIDENCE that he knew what he was doing. When I called back 12 hours later, I was connected to a female agent who was better but that's in relative terms. During our conversation it sounded like I would have to cancel and rebook - the problem was that I would have to pay the NEW ROOM RATE which was more than THREE TIMES what I paid (no doubt pumped up for the Winter Classic). I could not just delete one night from the three. So, as I am discussing this with the agent, Their PHONE LINES WENT DEAD. I had no idea what the agent had done regarding our booking. Redials to Expedia failed. When I finally got through, I learned that the agent had done nothing with our booking, so all was OK BUT the third agent was less than friendly when I asked that he confirm that. This just underscores that Expedia gets what they pay for - pay poorly and get poor service. On a positive note, it was convenient to have pre-paid the hotel through Expedia.
When we arrived at the hotel, we checked out all three rooms all on the third floor serviced by one elevator. The end rooms have the couches and are well worth the extra $5 or $10 a night. Two of the three rooms were OK but the third had a dysfunctional heater (It was bitterly cold outside and forecasted to get worse). We checked out FOUR other rooms before we found one with a functional heater. The breakfast food was often done way before 9:30 so we only got BF once. The rooms are OK and the kitchenettes are a nice touch but there not well equipped with utensils. The hotel was only moderately clean, i.e. there were areas and parts of the room that were not well cleaned but overall it was OK.
The staff was the major POSITIVE. They were all very friendly and accomodating, especially the first attendant we met, "Sparkles" (interesting name).
Conclusion - an OK place to stay and for us fairly convenient.
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- Also Known As:
- Extended Stay Deluxe Detroit - Ann Arbor Hotel Ann Arbor
- Extended Stay Ann Arbor
- Ann Arbor Extended Stay