On March 6th I reserved 2 nights at the GLMM rate ($89.99 per night with free breakfast) for myself and my daughter for Mothers Day weekend. This was the 5th time we have stayed here in the past 7 years for this convention and its always been fantastic.
The Sunday before we left I found out my bank card was skimmed so I spent Monday am at the bank closing out things and getting new stuff. That afternoon I called the hotel and informed them I would not have the card I made the reservation with as I was waiting on a new one, and I was told it would be NO problem.
We arrived to early to check in so went dirrectly to the convention and went back to check in around 4PM, at which we were told there was no room available! I had confirmed reservations so obviously I started complaining and after about 15 miniutes we got keys for room #329. After recieving the keys I was told there would be an additional $50.00 deposit because I chose to pay cash (since I didnt have my card). I asked to speek to the Manager on Duty and Hiba came out. I explained to her I was a victim of fraud and I was waiting on a new bank card and that I had called ahead and was told it would not be a probem so I didnt being the paperwork from the Police Department. She was unprofessional and unexperienced and basically listened while the other desk clerk talked, and then informed me I could pay one night now with the extra $50.00 and the other night in the am. And after I paid they would give me the $50.00 back. I asked did 16 hours really matter as the whole point was the additional money b/c I had no way to access my account, but I was falling on deaf ears so rather than stand there and argue I paid the additional money and went up to the room.
The room was nice and clean but the refrigator did not work, we unpacked and went back to the convention and it was after midnight before we got back to the room. In the morning after showering I realized the hair dryer did not work either. I stoped at the desk on the way out that morning and told Jeri but she acted as if she could care less.
When we got back to the room later that evening I still so upset I went straight up to the room, expecting the refrigator and hair dryer to have been replaced or at least checked, but it appeared neither was taken care of so I went back down to the desk and was told they were fully booked and there was nothing they could do. At this time I also informed them that closset door was also broke and hanging off the bracket, their were pre-teens runing up and down the halls until about 2am last night, and that the hot tub was full of kids so we could not use that either. Again I fell on deaf ears.
We went back to the convention, had dinner and came back around 8PM. The following morning as we were leaving the elevator was not working properly so when we had to take the stairs down from the 3RD floor with all our luggage only to get to the first floor and realized the door was locked and had to exit from the emergency exit and walk around the entire building before comming in the lobby area. I was beyond upset by this time: then a young man walked up and remembered us from previous years saying is name was Ryan and he was now the General Manager and could not believe that nothing was adressed, he appoliged several times (something no one else took the time to do) and told us everyone was basically new and unexperienced to handle problems yet, includig his new manager Hiba. He immeditally filled out paper work, called in a work order for the room and issued us a 100% in full refund and said he was looking forward to seeing us in 2013. I was very pleased when we left and will now return since everything was adressed.
- Official Description (provided by the hotel):
- Located mid-way between Detroit and Ann Arbor, the Hilton Garden Inn Novi Detroit hotel in Novi, Michigan is convenient to all major expressways and for visits to Rock Financial Showplace, Twelve Oaks Mall, and the Detroit Zoo. Guest rooms offer a mini-refrigerator, microwave, and complimentary high-speed Internet Access. The property also features on-site dining, and an indoor pool. Japanese breakfast, TV Japan, and Japanese Newspapers are also available at this hotel. ... more less
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- Also Known As:
- Hilton Garden Inn Detroit/Novi Hotel Novi
- Hilton Garden Inn Novi