Detroit Metropolitan Hotel

I am a former Housekeeping and Maintenance Manager at a Three Star Hotel on a prominent nationally known University campus as well as a past member of IEHA and feel I am more than qualified to comment on the upkeep or what I can say is the total lack of upkeep at the Romulus, Michigan Ramada Inn. Are these rooms or the hotel in general ever inspected by a trained supervisor or manager? There is no way this hotel should have the 2-2.5 star rating that Hotwire was allowed to advertise. Based on the rooms I stayed in and the parts of the hotel I utilized I would have to question the sanitation quality on every level in this facility.

I was in Romulus with my son for the Youth Bowling National Tournament in nearby Taylor, Michigan. I had hoped this would be a relaxing and enjoyable father-son "early" weekend. It was, until we checked into the hotel. Had I the time and not had other friends (they were not happy either) at this facility I would have left for another hotel and fought Ramada Inn and/or Hotwire later for a refund. The old adage you get what you pay for is not true in this case, the Hotwire rate was $49.00 per night, I way overpaid.

I have stayed at Ramada's in the past and have been satisfied with the quality of the rooms and service. However, after this stay I find it highly unlikely that I will stay or even consider staying at another Ramada Inn and certainly not at the Romulus, Michigan location. I probably should not judge the entire chain by this one disaster, but I have to wonder what franchise or corporate oversight is in place to have a facility in this state of disrepair and still have the good name of Ramada on it.

There is so much that I cannot even begin to use the Customer Survey Card so I have broken it down:

Room 114 (Our initial room)

We also had a friend of my son along with us and he had room 116 which he said was "ok". He is too polite to complain and I did not feel it appropriate to go inspect his room for him. He is eighteen and can make his own observations, though he did mention he had trouble finding a good outlet to plug his laptop into.

? The blue carpet was FILTHY and stained literally brown and black throughout the room to the point I went out to buy flip flops so I did not have to touch it. Disgusting does not begin to describe this carpet. I do not know how anyone in good conscience could rent this room out unless all they cared about was revenue.

? Doors and door jambs were filthy and covered with hand prints.

? Lamp shade over desk was burned and torn; all were crooked and very yellowed.

? The desk was sticky, probably from the humidity from the defective AC.

? Room smelled musty again makes me wonder how long the AC has not been working correctly and more importantly if this carpet has ever been cleaned.

? I could not get a WIFI connection for my laptop and there were no instructions and the front desk just said "default" should work.

? Refrigerator was beat up and did not look overly clean.

? Air conditioning did not work (The final straw that I asked for another room).

Room 324 (Where we were moved to from 114)

? The blue carpet again was dirty and stained though not nearly as bad as 114. It was especially bad around the sink area including what appeared to be a bleach spot, the room entrance area and in front of the bed was dirty and badly stained including obvious spill marks. There were also burn marks between the bed and desk (This was as supposedly a No Smoking Room???).

? The cover on the AC was being held in place with Black Duct Tape.

? There was no blanket on the sofa bed. To be honest I was surprised it even had a clean sheet on it.

? Could not get all cable channels. My friends noted that they could not get any ESPN channels while I could not get news channels or TBS.

? The mattresses on the bed and sofa bed were both stained.

? No do not disturb door hanger. My son made one to stick on the door.

? The soda machine on the 3rd floor did not work. My son just told me this as he did not realize that he could have told the front desk even at 11pm, when it ripped him off for a total of $3.10, that it was broken.

? The lights by the bed and sofa were unplugged when we arrived. This tells me that the Housekeepers either do not care or have not been trained on how to clean and check a room. It also tells me that there is no supervision doing follow up checks on the quality of these rooms.

? All lamp shades were crooked, dusty and yellowed.

? There was mildew around the tub drain, soap dish and in the caulking around the tub.

? The desk was dirty and sticky.

? The sofa was generally dirty and the arms worn. The sofa seat cushions were torn and dirty.

? The bathroom light did not work. The front desk put in a work order immediately on Thursday morning when I reported it and by late afternoon on Thursday it was fixed and turned on when we came back to the room. However, after we turned it off to make it turn on again I had to reach up and tap the fixture, after which we just left it on all night.

? Again no WIFI, I was told try "default" if the RamadaInn network did not work. I could never find a network with more than a "POOR" signal strength. I never got caught up on the work I needed to do and had to wait until I returned home on Friday. Now I know why so many people were sweating in the lobby with their laptops. I had a friend also on the 3rd floor that could get the WIFI signal, which tells me the network is either not being maintained, old technology is in use or is failing, or more than likely after seeing this facility it was not set up right in the first place. I am currently a Microsoft Certified technician providing high end financial software and networking support which again I believe makes me qualified to comment in this area.

Lobby/Breakfast Area/Halls

? Very HOT both mornings, I have never sweat when eating breakfast before.

? The trash cans were overflowing in the breakfast area especially on Friday morning.

? One person is not enough to maintain this area; the woman assigned was friendly but overwhelmed. Tables were dirty, food (eggs, sausage, bacon, waffle batter, etc) were not stocked in a timely manner (15 minutes they sat empty while I assume she went to a kitchen to cook them), especially on Friday morning.

? Elevator was dirty, broken and missing tile on the floor in which my suit case wheel caught.

? The Exit door going out towards the pool was propped open with a trash can on multiple occasions.

? Hallways also had dirty walls and carpets.

Exterior

? The flower bed by the front entrance was so over watered on Thursday that the walk in front flooded and had to be cleared into the parking lot by an un-uniformed staff member.

? A garden hose/reel was left and leaking in the middle of the sidewalk around room 122. I had another guest with me that was in Room 116 so I had to navigate into the flower bed to get around it.

? The Lobby entrance was not marked clearly so the guest has to take a wild guess where the lobby is just to check in.

The only bright spot, besides leaving, was Karen on the night shift when we checked in. She was polite, friendly and was very responsive to getting us another room when the AC failed. I did not bring all the rest of this up on check out as there was a line of others trying to leave, I also had an appointment to make and I did not feel that I should put Laurie, the front Desk Clerk at the time, in such an awkward position.

All in all this was the worst stay I have ever had in a Hotel. I will not recommend this location and would be hard pressed to recommend any Ramada if asked. I would be embarrassed to have my name connected with this facility or worse yet have my corporate name associated with it. If ever there was a facility that needed a total floor to ceiling remodeling and reorganizing, this is it.

Room smelled of urine and carpets are ancient. Elevators are cramped and need to be refurbished. The curtains are inadequate for blocking out light and are also very old. TV channel selection is incomplete. The general feel of the entire part of the hotel where the rooms are is very tired and old.

However, the lobby and other public areas are appealing and more updated. Also, the bed and bedding are fairly new and comfortable.

Service is variable. I called on the morning of my stay to ask for a quiet room, away from the elevator, so of course I was given a room right across from the elevator and vending/ice area. All the way back down to the lobby and they were happy to give me a different room. A little later I called down to ask a question about nearby restaurants and got a man who was very curt and rude. I did eat breakfast in the restaurant one morning and got good service, once someone was located to serve me.

Overall, I would not stay at this hotel again and would tell others to stay away unless all they cared about was a good bed.

I recently stayed at this hotel for 2 nights. The service was terrible. We called the front desk 4 times to get a taxi and were put on hold a minimum of 10 minutes each time. I thought maybe they were busy, so I went to the desk to ask for a taxi in person. The girl behind the desk was on a personnal phone call. The hotel restaraunt only had 1 person working. We waited 20 minutes before someone showed up to take our orders. In the evenings, the restaraunt/bar area is a local hangout. The clientel is very shady and extremely loud/rowdy. My friend and I could not walk past the bar without having men yell inappropriate comments at us. In the mornings, there is an all you can eat breakfast buffet. The food was so disgusting I would not even consider it edible. Plus, no one acknowledged our existence while we were there, regardless of how busy it was. We decided to order room service for breakfast the following morning. The room service number on the card was dialed 3 times with no answer. I then called the front desk. They transferred me twice to a "back number" for the kitchen. They still did not answer, so the desk clerk told me to fill out my room service card and hang it on the door. We did that and never received our breakfast. We were told that a kid probably ran down the hallway and stole our card. While we were checking out, I asked for a comment card. The desk clerk told me they didn't have any and she didn't know what to tell me.

It all began on the night of check-in. I received my room key and was informed of its location. I drove to the far end of the building, hauled my bags to my room (as a female I pack very heavy- many bags). I desperately wanted a shower. Entered the room, the shower was hairy. To my disgust there were many hairs in the shower that just couldn't have been missed if it had been cleaned. I called the front desk, they informed me to come down and they would give me another room. I asked if they had anyone to get the bags, they said I would have to bring them with me. I carried every bag myself. I asked for a room closer to the lobby because the hallway was long and I had difficulties carrying all the bags myself, as I suffer with a disability that makes this very difficult. I was very pleased when the receptionist told me I would have a room much closer to the lobby. I asked if there was anyone to help with the bags because they were heavy and they said they were understaffed. I therefore carried my bags to the nearest elevator only to find out the elevator was broken. I once again had to carry my bags all the way down the long hallway and then once off the elevator back 3/4 the way down the hallway again to get to my room "closer to the lobby!" I was very upset at this point. I looked for the guest directory to see how late the lounge was open because I did not have dinner yet. There was no guide, no directory. I called down to the receptionist and she said they did not have guides for the rooms, but there was one at the front desk. Therefore, I walked down the stairwell and made my way to the lobby. I asked for the directory and was told they did not have a directory but rather just a map that the receptionist hand wrote open and close times on. I was very confused at this point, so much so I needed a drink. I entered the bar area and the bartender was not very pleasant. I asked for a drink. The lady next to me was informed her food would be right up. I asked if I could still order. I looked at the menu and ordered Chicken Tenders. I ordered another drink while I waited. I then received my bill and was shocked at the cost. Beers each were 3.50 and the chicken was $9.00. I informed the bar tender that I was overcharged and he said that the manager just increased menu prices today. I showed him my menu and the cost of the chicken and he very impolitely said he would not change it and went through every other menu and discarded it as the manager not changing all the menus. I was so disgusted I went back to my room and called to express my frustration. I did so only to get a comp meal in the dining room. This was not why I called. I wanted to be heard and my feelings validated. None of this occurred. I was rushed off the phone I felt with a mere apology and a comp meal. The next day I entered the dining room for a latte and pastry and was told by they only wait staff there that she didn't know how to make such a coffee, even thought they were a Starbucks brewery. I don't quite understand this and when you charge $4.50 for a latte I would hope your staff know how to run the machine. I felt very badly for this waitress because she was the only one scheduled and was so busy they had the room service delivery boy helping her and he didn't appear to know what was going on. My third day at the hotel will definitely be my last EVER!!! I woke and the day started fine, however, when I arrived at the dining room for my comp meal I didn't think they were even open. I stood at the waitress station for a very long time then wondered for a while longer. I waited at the front desk and the hotel seemed to have been evacuated of all staff at that point. I went to the bar and there was no bartender their either. I waited a bit there and finally the bartender showed up. I asked if the dining room was open and she said it was, she was going to get the waitress for me. I waited again. Eventually the waitress showed up and I was seated at a table. I informed the waitress of the comp meal and she asked why I was getting a comp dinner. I explained my mishap so far. She apologized then went to get the glass of wine I ordered. I thanked her for her kindness and the glass of wine. Then I received a phone call. I was sipping the wine then after about 3 drink my upchuck reflex kicked in. To my disgust there was a very thick hair stuck to the inside of my wineglass. I caught the waitress walking by and asked her to take away the glass of wine. She was mortified at my experience. I asked for a bottle of beer, with the cap on, at this point. Dinner finished alright. I met some colleagues at the pool after dinner. They now found my stay at the Metropolitan Hotel amusing and very comical because this all doesn't happen to the same person. I was told by one of them that the elevator was finally fixed. I chuckled that I wasn't going to take it because my luck so far would find me stuck between floors. I was getting kind of warm and needed to use the restroom so I excused myself to my room to put on my swimsuit and use the facilities. As I was walking toward the stairwell a lady just so happened to be coming off the elevator. I wasn't really thinking and stepped on because I desperately needed to go to the bathroom and thought it quicker. I pushed floor 3. The elevator was moving upward, and then I waited and waited and waited. Nothing. I pushed the door open button and there was no response. I thought maybe I didn't hit the 3rd floor button so I pushed it again. Panic immediately settled in and I didn't quite know what to do, but being mildly claustrophobic I was not feeling so well. I pushed floor 2 and the elevator began to descend. The door did not open. I pushed floor 1 and the elevator again descended. The door did not open. I continuously pushed the door open button but there was no response. I started yelling for help and tried to pry the door open. I was able to get the door open a smidge. I saw the lady who just stepped off the elevator when I got on; she went to get help. I was panting now and scared out of my mind. I was still stuck. After a few minutes she returned and I had the door open about and inch. She and I pulled/pushed the door together. I was able to squeeze out. I went to my room to calm down and use the bathroom. After calming down for about 30 min. I went to the front desk to report the incident. There still was no sign on the door saying it was broken. I waited while they checked in a small family of 5. The mother asked about the hot tub and the receptionist said they had a very nice one in the poolroom. This was very deceptive since the hot tub was under construction as well. I told the mother this and she was disappointed, as well as not to use the elevator that was broken. I informed the receptionist that there was not sign on the door and I was afraid that someone was going to be hurt because I was just stuck in the elevator for about 15-20 minutes. She was very rude and said that the engineer was taking care of it. I expressed concern that there was no sign and someone might get hurt. She continued to be rude and didn't once ask if I was alright or apologize for the mechanical failure, rather she spoke to me with annoyance. I was very angry at this point. I returned to the poolroom to tell my group. They were once again amused at my continued luck with this hotel. After a while we were ready to enter the pool and several people fell due to the extremely slippery steps, myself included. I am very sore and my butt, elbow and wrist all have cuts and the beginnings of bruises. This morning I attempted to tell the receptionist and I was once again dismissed and there was no apology, not a "we'll look into it," there was nothing. I vow to never return and I urge you not to go there either.

On one final note: I overheard a guest ask the receptionist a question and the receptionist replied, "Oh, we don't have that because were not a 'Big-Named' hotel.

My word of advice (coming from 14 years in the hotel industry) if you want to be a big-named hotel, you have to act like it. The customer service should be exemplary.

This hotel is recently under new ownership. I was there with my children, and it was great. They have a great room for watching movies on a large screen. The restaurant was very affordable and tasty. The pool was indoor and outdoor. The staff was friendly to my family. I would return.