Four Points by Sheraton Detroit Novi

We cancelled the room within the stated and required timeframe. We were charged for the room with no notice or reference. Called the hotel and they changed the story twice; cancellation needed to be within 48 and the General Manager claimed it was 72 hours. They were unable to share any of the details and told us to dispute the charge.

During the third night of our stay my son discovered a sex toy vibrator under the sheets with him.  This was clearly an item left behind by a previous guest indicating the room had not been properly changed or inspected prior to our arrival.  After having to explain what this item was to our child my husband went to the front desk.  There was no offer to change the sheets or change rooms just to talk to the manager the next day.  The manager called me the next day and he was horribly rude.  He said that it was a mistake and at least my son did not die.  He mentioned that he was calling me on his day off multiple times. When I mentioned that the situation was distressing and unacceptable as sanitation are fundamental expectations when staying at a hotel he said that his housekeeping staff was great.  When I asked for a refund he said that I was taking advantage of the situation.  I told him that I could call the Health Dept because my son was in bed with someone's vaginal fluid for three nights he said that he did not like threats (this was not a threat).  This issue could have been handled in under two mins by him saying something as simple as "I am so sorry for that situation.  I will talk to housekeeping and make sure they are changing the sheets between each guest and I will refund you for your stay". I also contacted Marriott via the form online and received a response from response was not even addressed to us.  It was addressed to someone named Ruiqi Liu but was regarding our situation.  Obviously they must have a form letter for each situation and just add a name. I never received a follow up. After not hearing back I called the customer care number and the robot on the other end would not let me talk to a human.  After four calls I was able to talk to a human. She was apologetic but only said that the information would be sent to the general manager.  We have emailed him to check on refund status and he has not returned correspondence.  This is unacceptable from an establishment that should have higher standards in their cleanliness and in the way they treat their customers.

I liked the quietness and the cleaning staff kept my rom nice.

The water situation, of course not anyone’s fault, was not a pleasant thing to run into as I registered. You also provided as much bottled water as needed, which was great. When I registered, I asked the front desk how we would know that we could use the faucet, toilet, and shower. I was told by the front desk that they would slide a notice under our doors. Well, that didn’t happen. When I got up the morning after I registered (my first night) I looked for a note. None there! So I got dressed, brushed my teeth and washed my face with the bottled water and headed downstairs, asking at the desk the situation with the water, letting them know my toilet needed flushing. Well was told, “ Oh, you can use the water now just don’t drink the water.” Well I was quite frustrated and upset because I would have loved to take a shower, before my long day at a Conference and flush the toilet which wasn’t the best situation as far as cleanliness. So, chancing being late for the Conference, I hurried back to my room, flushed the toilet and took a quick shower before heading out for the day. I found too, that the front desk were not as cheerful and pleasant as they could be.

I would like to be very fair to this hotel in Novi where I recently stayed, Four Points Detroit Novi. The location is very convenient—close to the mall and surrounded by plenty of things to do. I read some of the reviews beforehand, and I don’t believe some of them were fair. If you are looking for a high-end luxury hotel, this may not be the place for you, but that does not make it a bad hotel at all. This hotel is great for the price: clean, with friendly staff and a great location. The staff went above and beyond to make sure we enjoyed our stay, and they truly made us feel welcome. We will definitely stay here again. Paul and Hakeem did an amazing job making us feel at home (sorry if I misspelled your names!).

The hotel was very clean, and the staff was exceptionally friendly