Auburn Hills Marriott Pontiac

As a Lifetime Platinum and current Titanium member, I hold Marriott properties to a certain standard (JUST the basics of hospitality), and unfortunately, my recent stay at this hotel fell far below expectations. I arrived at the property around 8:40 PM and checked the Marriott app beforehand, noticing that suites were available. At check-in, there was no acknowledgment of my loyalty status—no “thank you for your loyalty,” just a brief question about points or market credit. When I asked about an upgrade, the front desk associate claimed there were none available, despite the app showing otherwise. I accepted the room assigned without argument. Upon entering my room, I found it uncomfortably warm. I set the thermostat to the lowest setting and left for the concierge lounge. When I returned, the room was still warm, and the air conditioning wasn’t functioning. I called the front desk, and maintenance came up. The technician turned the fan from “auto” to “on” and insisted the air was blowing cool. However, it was only circulating the warm air in the room. After some back and forth, I requested to be moved to a room with a working unit. The front desk told me I could come down to retrieve the new keys, but I asked for them to be brought up. Throughout all of this, not a single apology was offered. The new room was far below Marriott standards—filthy, with broken glass, hair, and significant buildup in the bathroom (photos available). Exhausted after a long drive, I decided to address the situation with management in the morning. The front desk supervisor I spoke with was apologetic and horrified by my experience. She confirmed there was availability for upgrades at check-in and admitted I should have received one. She was equally shocked by the room’s lack of cleanliness and promised to escalate my concerns to the operations manager. A few days later, I received a call from the manager, who was anything but genuine. Instead of resolving the issue, he shifted blame to me for not asking for a manager that night. He reminded me multiple times that upgrades are a courtesy, not mandatory, while simultaneously stating he would have provided one (contradictory, much?). He begrudgingly offered 17,000 points as compensation, though my stay had cost more than that. Attempts to reach the GM went unanswered, and I was left feeling dismissed. This experience was frustrating on multiple levels—from poor communication and lack of basic hospitality to the dirty accommodations. As someone who has stayed at numerous Marriott properties, I expect better. This property needs significant improvement in both service and cleanliness before I would consider staying here again or recommend others to.

Very nice hotel and room.

Hockey kids roaming til 1am with no supervision. Never returning to this place!

Good location for my travels in the northwest Detroit area. Nice lobby and bar area for meetups with my friends. Comfortable beds and bedding. Large hotel so good for larger events/gatherings.

Breakfast was priced at $18, but most guests just wanted a coffee and a small item instead of a large breakfast. The heat in my room wasn't warm enough - but housekeeping fixed it for my 2nd night of a 2 night stay.

I recently stayed at this hotel for a UWM convention, and it was, without a doubt, one of the worst travel experiences I’ve ever had. Despite having confirmed reservations, the hotel claimed there were two reservations under our name. Without any notice, they canceled one of them, leaving our friend without a reservation at this hotel. Instead, they moved her to the Marriott Courtyard without consulting or informing us. There were three of us who booked together, and the hotel staff refused to admit their mistake, instead lying and insisting it was booked that way. They were unhelpful and rude, even making it difficult for our friend to join us for breakfast at the hotel. After hours of phone calls with management and higher-ups, someone finally admitted there was a cancellation, and they moved her back to our hotel—but only after we applied significant pressure and wasted hours of our time. The unprofessionalism didn’t stop there. As compensation, I was given a drink voucher. When I ordered a glass of wine, the bartender rudely said, “This only covers $10. You need to pay the bill. Do you understand me?” The tone was condescending and completely out of line. This entire experience was appalling. The staff was unprofessional, unhelpful, and disrespectful at every turn. I’ve traveled extensively, and this was by far the worst experience I’ve ever had. Avoid this hotel at all costs if you value your time and dignity.

Overall good

Nice and comfortable

Every time there is never shampoo and conditioner in the bottles in the shower!

Clean. Lobby looks nice. Felt safe.