The only reason this hotel is ranked 5 of 7 in Utica is they do not have enough reviews AND there is not much competition!
My husband and I booked this hotel based on a local friend’s recommendation and our need for a two bedroom suite. I called a few weeks in advance and spoke with a front desk agent, Erica who left me on hold for several minutes three times. She informed me that there were no two bedroom suites available for our requested dates, but she could secure a regular suite with connecting handicapped suite. I agreed and booked the reservation. I also inquired about if there was adequate parking for our 40ft RV that we were traveling in. She assured me there was appropriate parking. The day before our arrival, I called the hotel to confirm our reservation for the connecting suites and that parking was available. I called one more time as we were approaching the destination and reconfirmed one last time.
Upon our arrival in the evening 11/19/17 and after driving from Florida, we were told by the front desk agent, Franco our connecting suites were NOT available and he had no idea where we should park our RV. He had no clue if there was another suite in the hotel that was connecting, so he had to go upstairs and check while we waited with our three children in the lobby. We were then checked into 231 and 233. There was nothing appealing about these rooms. They had a stale odor, they were not clean and there were many maintenance issues such as light bulbs out, buzzing sound from other light fixture and a chair malfunctioning. At this point we were too tired to argue and asked for a manager to please contact us.
It was not just an old hotel, it was dirty and not maintained. The next morning after breakfast, we went back to our suite to find the door propped wide open by a towel stuck under it and a housekeeper inside. She was back in the bathroom and CLUELESS that we entered the suite! She never asked who we were, if we could verify our identity and argued about why the door needed to be open while she cleaned. I demanded to speak with her supervisor who also argued with me. I explained to her that I worked in hospitality management for several years and to save herself from arguing further. Bottom line is they left our suite unsecure and anyone could have stolen my camera, my husband’s laptop or anything else that was in plain sight and only a few feet from the door. I also sent an email asking for Mr. Ken Grandmaison the GM to contact me, which I am not surprised he never did because his lack of concern seems to trend contagiously through his entire staff.
No one responded so I sent ANOTHER email and finally got a response from his assistant, Sierra. She left me a voicemail and said we could move to a different suite. As you can imagine, during our short vacation, this is not how we wished to spend our time repacking all of our 5 suitcases and food after finally getting settled, but we did. The new suite 110 was a better layout, but also very rundown. I realize the hotel is preparing for a renovation, but there is no excuse for the grime dripping down all of the doors, dirty handprints, a filthy shower I barely wanted to stand in and mold all over the bathroom wallpaper.
Normally, we would have tried to get these issues resolved, but just did not want to waste any more of our vacation time on matters we realized would not change. Later that day we arrived back to the hotel to find a note from the neighboring hotel on the window of our RV. We brought it to the front desk agent, Mayra and she assured us it was already handled and that she spoke with the Courtyard Marriott. The next day (Thanksgiving) our holiday was interrupted by a call from Mayra telling us the Courtyard Marriott hotel needs us to move our RV or they will have it towed. We were appalled by this because she is the same associate that stated the issue was resolved the day before. I told her to have the GM call me. Five minutes later I received another call, but this time from the Utica Sheriffs deputy stating that we must return immediately to avoid being towed. I pleaded with him that our front desk associate already took care of this and he stated the Courtyard was unaware of any arrangements and if we were not back in 30 minutes or less, we would be towed at our own expense. This was the final straw for us! Let me add that my mother passed away in February, so we decided to drive from Florida to Michigan to spend Thanksgiving with close friends. Can you imagine how we felt having to cease our celebration, rush out the door and LEAVE?!?!?! This is unacceptable!
Needless to say, we still never got the courtesy of a call or email from the GM and, to no fault of our own, our holiday celebration was cut short! Honestly, we can deal with the hotel not being immaculate, but the amount of aggravation we endured leading up to actually having to leave in the middle of Thanksgiving is uncalled for and completely deplorable! This hotel needs a reality check and serious customer service training after the renovation is complete. You can only be mediocre with a new product if your entire staff does not about your guests.
- Official Description (provided by the hotel):
- Our Staybridge Suites hotel is located in Utica, a suburb in Northern Macomb County about thirty minutes from downtown Detroit.We offer a choice of three spacious suite accommodations, excellent for extended stays: studio, one bedroom and two bedroom/two bath suites. All suites feature fully appointed kitchens, including microwaves, coffee makers, dishwashers and full-size refrigerators with ice makers.We offer a deluxe complimentary breakfast buffet featuring Wolfgang Puck Coffees, freshly-made golden malted waffles, hot oatmeal or choose our 'On the Go' breakfast, a Continental breakfast bagged to go as early as 5:30 AM. We also offer a complimentary Sundowner Reception that includes a meal and beverages Tuesday, Wednesday and Thursday evenings from 5:30 to 7:30 PM. The hotel offers an outdoor pool, whirlpool and barbecue pavilion seasonally. Our on-site convenience store, complimentary laundry facilities, business center and fitness center are all open 24-hours a day.Our suites have separate living and work areas complete with free high-speed Internet access, two-line speakerphones with data ports, direct dial telephone numbers and personalized voice mail. We also offer free local calls, video cassette players and in-room movie rental. An ATM machine is also available.We invite you to come 'Make It Your Place!' ... more less
- Reservation Options:
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- Also Known As:
- Staybridge Suites Detroit-Utica Hotel Utica
- Staybridge Suites Utica