Embassy Suites Detroit - Livonia / Novi

We have booked 4 rooms. We are on business trip.. all of the rooms have No AC they set the temperature 74 degree no air at all. Lots of the clients were complaining about it. We booked it for 4 nights it’s horrible.. rooms are smiling like weeds were smoking inside rooms. We changed the room because of the smell and no air. But same problem in other room as well. At least this room has balcony so we open the door to get little fresh air. But again no AC/ air at all. Won’t recommend to stay here any one. They don’t even picking up the calls. Tv is not working even they gave us wrong WiFi password. We’re keep calling them they’re not picking up. We had a long day have no energy to go back n forth to complain each problem to the front desk. It’s look like we’re stuck here for nights. 😠😡

If I could give a zero I would! I am writing to formally express my disappointment regarding my recent stay at your hotel. Unfortunately, my experience fell far below the standards I expected from your brand and was one of the most unpleasant hotel stays I have experienced. Upon entering my room, it was immediately apparent that cleanliness and quality control were lacking. The room was not properly cleaned, as I found: A bug in the bathroom. Trash underneath the sofa. Stains on the walls. Hair left in the shower. An insufficient number of towels for the number of guests in the room. To make matters worse, the sofa bed had no linens. When I contacted the front desk for assistance, rather than having the linens delivered as would be expected, I was told that if I wanted them, I would need to come downstairs and pick them up myself. This response demonstrated a complete lack of customer service and hospitality. The most disturbing part of my stay, however, was my interaction with the security guard. His attitude was unnecessarily rude, confrontational, and unprofessional. Instead of providing assistance or ensuring guests felt safe and welcomed, his behavior came across as intimidating and disrespectful. No guest should feel harassed or treated in such a manner while staying at one of your properties. Between the unsanitary condition of the room, the poor customer service, and the inappropriate conduct of your security staff, my stay was extremely disappointing and not reflective of the quality I associate with your brand. I request that this matter be thoroughly investigated, including the housekeeping practices, front desk customer service, and the conduct of the security guard involved. I also request an appropriate resolution for the inconvenience, discomfort, and unacceptable experience my family and I endured. I look forward to your prompt response and hope that meaningful corrective action is taken to ensure future guests do not experience similar treatment.

TLDR: I would not recommend this hotel if you have children …or standards. Couldn’t get into the room multiple times as they could not provide keys that worked for our adjoining rooms. Had to ask workers to let us in with their master key. Pool was either completely full beyond capacity or closed for cleaning due to rowdy, destructive guests. Run down rooms renting at new room rates. Elevators only sometimes work. Full review: Check in isn’t until 4pm, which is later than most hotels. When we arrived at check in, there was an unreasonably long line. We were given two rooms on the 5th floor, which would have been nice, had our room keys ever worked. I waited upstairs with the kids while my partner went back downstairs for new room keys. After a long while, due to the elevators near us not working, he returned with new keys for both rooms. Only one key worked. Our rooms were adjoining, so we let it go. The rooms had comfortable beds and were clean, however, overall they were worn down and abused. (See photos and videos). The doors to the bedrooms and bathrooms are situated so closely together that one must be closed at all times to enter through the other door. No doors were fully functional, including the entry way doors. Pulling with all my body weight, it took several pulls to get in or out. The bathrooms did not have fans. We went down to the pool around 6pm, but it was filled to far over capacity- which was alarming and didn’t seem safe. We told the kids we could go in the next morning. We left to go to a family event and returned around midnight, when we witnessed the pool closing and lots of people leaving out the main entrance in their wet swimsuits. Going up the elevator (it worked this time) there were a few people coming up from the pool and calling other people to come up to their room to party. Luckily enough, we didn’t hear a lot of noise from our room, despite the amount of late night activity in this hotel. When we arrived at our room, we couldn’t get in. None of our keys worked. I stayed with the kids while my partner went to get a new key card. He returned and we STILL couldn’t get in. We ALL went back down where the woman at the front desk issued new key cards for both rooms, and we tested them at the front door which would lock after midnight. We never could get more than one room key to work, but after trying for over 15 minutes, we decided to go with the one that worked and just be done with it. There was a leaky/ dripping faucet in one room, which one of the children complained that it prevented them from sleeping all night. The kids were excited about the pool, so we went to take them at 9:30 the next morning. I checked our room key as we were leaving to make sure we could get back in if we left. It didn’t work. I determined that was fine, as we would just go to the front desk again to get a new key after we went to the pool. However, when we got down to the first floor, we saw that the pool was closed. I talked to the maintenance man, who was very polite, and he said the pool wouldn’t be open until 10:30-11:00 due to the people from the previous night trashing it. We were disappointed, as checkout time is 11:00am. He asked what time it was currently, and when I told him, he said “oh, ok! Give me until 10am then.” At that point, we went to the front desk to get a new key card. I explained the situation and that the night before we had been issued several key cards, which repeatedly failed to work. We were issued another card, and went up to the room- using the stairs, as we couldn’t get an elevator to work. When we arrived, the room key didn’t work. I called the front desk, and they came up to let us in. She was polite and apologized, but after two days of being locked out of a room repeatedly, we were pretty annoyed and frustrated with the situation. We went back down to the pool at 10:15, but it was still closed, so the kids were pretty disappointed as they didn’t get to use the pool at all. I would not recommend this hotel if you have children …or standards.

Don't let all the bad reviews scare you like I did after I had already booked. It's fine. Better than fine, even. The staff were all friendly and helpful --especially Robin at check-in and the young AA woman bartender (sorry I didn't get her name). Both very welcoming. No bed bugs--I always check before bringing my luggage in to any hotel room. Relatively clean room-- I'm never gonna be 100% satisfied with that aspect of a hotel room but it was adequate. Room had plenty of towels, hangers, pillows, blankets, toilet paper for the 4 of us without having to ask. Daily housekeeping. Convenient mini store for drinks/snacks. A nice breakfast selection for free. 2 free drinks at the bar each night. Hot tub was relaxing. My kids enjoyed the pool. Location-wise it was conveniently close to the E-way and any stores or restaurants you might need. Dave & Busters right next door was fun. I don't have any major complaints, just little things. The shampoo was empty but I bring my own toiletries anyway. (They do provide the big pump bottles of shower gel, shampoo, conditioner, lotion, hand soap.) The safe didn't work. Tub was slow to drain while showering. They don't put garbage bags in the bins. I've noticed a lot of hotels don't anymore so I come prepared with my own, but I think you can ask for some. Elevators are slowww. We used the stairs half the time. You can tell this hotel was extravagant at one time. It definitely needs a refresh because it could be so great. But I wouldn't hesitate to stay here again if needed and my stay was enjoyable.