Rated 2 out of 5 by DON43 A less than satisfactory stay
I am not sure what happened with one of our favorite hotels. This was a two-night stay with our two grandkids. On check-in I was told that an upgrade to a Club Floor room was not available since the whole floor was undergoing "deep cleaning". I assume that this also applied to the Club Lounge which was not available for breakfast or in the evening. The room that we were assigned, 625, had bad stains on the carpet which appeared to have been there for some time. This was mentioned to the front desk staff who brought up an extra set of towels: only 3 sets were provided for 4 people. I remarked that this room could also benefit from the "deep cleaning" that was taking place on the Club Floor. We were assured that this problem would be taken care of the next day. Dinner the first evening was quite good although the restaurant appeared to be under-staffed given the number of people in the bar area. Breakfast the first morning in the regular restaurant was disappointing, to say the least. Service was the main problem. I know that it is a buffet but one expects to have your dirty plates removed and your coffee toped up. The servers seemed more intent on their personal conversations than on meeting the needs of their guests. When we returned to our room on the second day after a day at the Zoo with the kids, we found that some of the stains had been removed from the carpet but the carpet was still wet, particularly between the two beds. Dinner the second night was very good. Thank you Sophia for your usual outstanding service. Breakfast on the second morning was even worse than on the first morning. This time the server was even rude as well as being inefficient. The bad service was even commented on by my granddaughter who is 10 years old. The grandkids did very much enjoy the pool. Check out was interesting. I was not asked at all about my stay and was even addressed by the wrong name. I asked to speak to the General Manager who I thought was the person listed on the SPG website but was told that he had not been there for sometime. The current GM was not in at that time and no offer was made for me to talk to any other management staff. I am not sure why the hotel was not up to the high standard that we have come to expect. I did note that many of the staff seem to have been there for a very short time, including the GM. It has become a tradition in our family that the birthdays of my wife and I are celebrated with a stay and dinner at the Sheraton Novi. This will not be happening for my birthday in late July.
July 8, 2015
Rated 5 out of 5 by MrZero Great Staff = Great Stay
Kudos goes out to Bernard at the Front desk who really helped us enjoy our stay. The hotel is well kept with an exceptional staff. I appreciated the use of the Lifetime gym 2 blocks away... We will be back!
June 19, 2015
Rated 3 out of 5 by beeezy Amateur Hour
The hotel itself is beautiful, the organization behind the hotel was really unorganized. I reserved my room for a wedding, in a block of rooms almost 2 months before my ONE night stay. Check in is at 3:00pm, so we arrived at 3:30. The wedding was at 4, so we had enough time to check in and get to the ceremony. When we got there, our rooms were not ready (although checkout is at noon) because the group before us (some kind of special member) decided that they weren't going to leave until 4. So, we had to check our bags, not actually a big deal, just really inconvenient if you're trying to freshen up before a wedding. There was no discount or extra accomadations available because "there were other rooms on a different floor available". We get our room after the wedding, about 4:40pm. The next morning someone from housekeeping came to the room at 10:30am, and when my boyfriend answered the door in his towel she said "oh, I didn't know anyone was still checked-in"...check out is at noon...and how do you not know if people are still checked into the room? Overall the stay was nice, it was just like watching everyone on their first day, just slightly irritating.
May 26, 2015
Rated 5 out of 5 by DEPREE619 WHAT AN AWESOME STAFF AND HOTEL...!
WHAT CAN I SAY...WE ARRIVED AND WAS. GREETED BY THIS YOUNG MAN,WITH A BEAUTIFUL SMILIE AND A GREAT PERSONALITY. HE NAME WAS LARRY...THIS YOUNG MAN IS EPITOME OF CUSTOMER SERVICE . LARRY WENT WAY ABOVE HIS JOB TO MAKE SURE THAT WE HAD EVERYTHING WE NEEDED . JUST AN AWESOME YOUNG MAN...THE WORLD NEEDS MORE PEOPLE LIKE HIM WHEN YOU ARE WORKING IN CUSTOMER SERVICE WORLD.
THE HOTEL IS BEAUTIFUL WITHIN IT SELF,
AND JUST HAVING HIM WORKING AT THE SHERATON HOTEL MADE IT MAGNIFICENT.
WE WILL DEFINITELY BE RETURNING SOON AND THE SHERATON IS WHERE WE WILL BE STAYING FROM NOW ON.
April 11, 2015
Rated 1 out of 5 by Furry89 Reserved a room 5 months in Advance did not get room type I reserved for MCFC con
I reserved a room with double beds on October 3rd of last year in Advance for a Convention I was attending on the weekend of 03/29/2015 called Motor City Fur Con. Me and my guests arrived around 12:30pm of check in day, waited and was told repeatedly that the rooms where not done so left the front desk my number. They called me around 3:30 to inform me that the room was ready, when I arrived at the room it was a King bed instead of a double like I had reserved, went back down and showed them my conformation email on my phone just to be informed that all the double rooms had been filled even though I had booked 5 months in advance and got there nearly 3 hours before check in time being told multiple times that the rooms where still being cleaned. Luckily two of the guests where short enough for the pull out couch, and then they try to make it up by offering one free drink for each of us. Not even asking if anyone in the room was a minor. Which luckily non of us where. No offense but how is a room under my name given to someone else when I booked 5 MONTHS in Advance yet a friend gets a double when he booked his room just a few day before a con. I mean I gave the hotel 5 months advance and they still somehow screw it up then try to make things better by offering alcohol and not even checking if there are any minors in the room, really! That is a pretty bad way to make up for giving someone's hotel room away who booked 5 MONTHS EARLY. Though the pizza at the bar was good I will admit.
April 5, 2015
Rated 4 out of 5 by flyspg Good breakfast, no suites upgrade
Breakfast in the lounge is beyond my expectation. No suite upgrades even the suites are available.
Checking out took about 20 min, maybe because I used BRG rate.
February 12, 2015
Rated 5 out of 5 by DON43 A very enjoyable stay.
This was a one night stay to belatedly celebrate two birthdays. Two rooms were booked on separate reservation numbers. At check-in I found that both rooms had been upgraded to the Club Floor. After my request the location of the two rooms were changed to ones close to Club Lounge and ones that had the two-sink arrangement. Dinner that night in the restaurant was great. Excellent service (thanks Sophia) and great meals, especially the crab cakes. Evening was capped off by a nice glass of vintage port in the bar. Everyone slept well that night. Breakfast in the Club Lounge was memorable. Great selection of hot and cold items and the service was excellent. Check out was speedy and we were asked about our stay. The only complaint that I had came after our stay when I was checking on the StarPoints awarded. Although there were two room on separate reservations, only one 500 points welcome bonus was awarded. We will be back again in the near future.
February 10, 2015
Rated 5 out of 5 by Sassygirl66 Love this hotel
The beds are the most comfortable I sleep so well here. The staff is awesome and the food in the restaurant is great. I love all the outlets in the rooms so I can charge all my devices everything is great I stay here when I travel to Detroit.
February 2, 2015