I have been here one time and said I was never com...

I have been here one time and said I was never coming back. But I have always given people the benefit of doubt. My first experience here was June 7th..a special day. I live an hour and half away from Detroit. When I arrived, there happened to be a jazz fest going on which was awesome! The location is beautiful and the hotel itself is quite pleasant, but the staff here is TERRIBLE! Most importantly, the General Manager Sandy. I stood at the counter while four employees were having side conversations. Not one person asked if I had been helped. After Sandy finished introducing her male companion (husband I assume), to the other teammates that walked by, she addressed me. No apology, "thanks for your patience", nothing. After assigning me to the wrong room (parking lot view-which should have been riverview), she seemed more frustrated about the fact than myself with condescending remarks, and once again, no apology.
I really enjoyed the scenery and ASSUMED they were just having a bad shift or something. Booked again recently for my grandmothers birthday (we plant flowers on her grave annually). Called to cancel my reservation, they have it for a different date than what I reserved...Sandy informed her teammates to take my name and number, for some reason, she had already had a discussion with her teammates prior to me even calling (fishy right?). I have yet to hear from her. I have called numerous times. At one point, I was on hold for an hour and 21 minutes. They screen calls and do not return them. And of course, there is no one available for me to contact that's above her. Figures in the city of Detroit right?$150.00 wasted that could have went towards something during my grandmothers get together. If you're looking for a place with regards to their customers interests...look elsewhere. They need customer service training courses as well as hospitality courses terribly! Don't waste your time or money here.