Terrible service! We are down here for a bachelor party, were told check in was at 3. Pulled in at 3 and was told our rooms were not clean yet. So we started cracking beers out in the front court yard. The owner comes up to us around 445 and tells us he is going to charge us extra for drinking out front. Well it is 536 right now and still have no room and there have been at least 10 groups that have gotten rooms in front of us. The service here is terrible, all they have given us so far is 40 dollars off and a few beers. Do yourself a favor and find another place to stay!
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Terrible. Over an hour to check in. No "deluxe king" room to be found. Sketchy exposed rusty metal where soap dish should go. No jet tub as promised. Queen sized bed on king size head board. One employee Lavell who did a great job considering he had to let everyone into their rooms cause the key cards didn't work and weren't even given. Never again this place is a joke. Do not ever stay here.
Worst experience ever!!!! The management is horrible!!!! SANDY IS truly unreasonable and unprofessional!!! There was no Bell hop, no working ice machines on the floors and heat wasn't working. When we asked to speak to corporate she refused us the opportunity to express our inconveniences. We have been moved twice and no apologies we will NEVER COME HERE AGAIN NOR RECOMMEND ANY ONE ELSE!!!! I wanted to give no stars!!!! There is also no handicap accessible just sad!!!!
Upon arrival the bed had a stain on the comforter, there was garbage left behind by the cleaning staff, and there were bugs crawling on the floor. The place was disgusting. I don't know how for the life of me that this is rated 3.5 stars.. its a dump. Dont stay here.. hell dont even put your clothes down if you happen to walk in the door.
The heat do NOT work in the rooms. I have been there on two different occasions and the heat was not working properly but the lobby was nice and warm! I will not be going back.
We wanted to state that this was a baffling experience from the beginning to end. The hotel as a whole has the most nonchalant, unprofessional desk staff that will NOT help you if you have an issue. Our issue was that there were BED BUGS in the bed we slept in, and woke up the next morning with fresh bites on the backside and bright red blood stains on the sheets! We tried to address it with the front desk staff, and he was not concerned with our issue, deflected, saying he does not have the authority to do anything , keeping his eyes on his computer, and simply shifted the problem to the manager whom they were unsure if she quit or not! One young lady and a maintenance staff that was helpful gave us some garbage bags for our clothing so we would not bring potentially affected clothing into our apartment, which we pay a pretty penny to live in in the expensive Downtown Detroit area. No one wants to bring bedbugs back home! Staff prompted us to call back when the manager was present, which took several tries due to staff not answering the phone, and when they did answer, leaving you on the line never to return. When we did get to one of the managers, he was mildly concerned and stated that he would make a call to corporate lead to request our money back, and they would call us. Again, passing the potato. We never received a call after waiting for two weeks. The worst part was this was our Wedding night and we wanted to patronize the hotel, which was really beautiful, in our local community! As of now, this issue was never resolved. No one called us back and after several phone tries, no one addressed the dead end issue. There is no corporate number to call. Now we have to take time out of our working schedules, and go back to the hotel in person. Please do not waste your money and time here! If there is an issue it will not be addressed. Hotel staff will make you angry with their lack of compassion for your issue, and you will have an issue of some sort, be it your car getting broken into in the park at your own risk lot, your AC not working in your room (or heat when its wintertime), being sent to a different room when you clearly asked for a room with a view of the River, short staff and long lines and wait times in the lobby, etc., We will proceed further with this. We understand that issues arise. But poor customer service is truly unacceptable in any form, especially at a hotel where you are made to relax and have a break, trusting that the place is clean and safe, and that you will not bring bugs home with you and be bitten by bed bugs in the bed that you are sleeping in! We could have stayed at home. I give this hotel One Star and that is only for the esthetics of the place. Throw the entire staff away and replace. There will be no further patronage from us anytime soon.
The hotel is nice and was clean. Has very high ceilings in the rooms. Bed was comfortable. The shower head was to my shoulder so I had to bed quite a bit to wash my head (I'm 6'1). Great view out onto the water. Was walking distance to a cool brewery and a nice bar where we got a free shuttle to Joe Louis arena.
Not very happy at all. The room is in terrible condition. The only outlet by the beds was converted to a phone jack when there s one on another wall and in the bathroom, leaving the only light by the door and in the bathroom. The carpet s stained with who knows what. The bathroom smells like sewage. We didn t even have towels when we came in. There s damage on the walls. This is all before we could even unpack. We sit down after unloading and notice the room smells like rotten vegetables, too.
Room was 86 degrees. It was nice outside, windows open would have been cool enough- However, was super hot inside and Ac did not work. It was like the heat was on. Poop stain still on toilet lid. Loud metal was being dumped into dumpster next to my room at 7am. I have stayed in nicer hostels for $20. I would never recommend this hotel to anyone.
Stay away! It's located down a sketchy side street that made me question whether I should leave my car in the parking lot. The water was warm for about 5 min then was freezing. We got woke up multiple times in the middle of the night by a loud obnoxious drunk lady screaming on the phone, running into out door. Had to tell her twice to take it somewhere else before she did. Went and told the manager first thing in the morning about our trouble and she said there's nothing they can do because I didn't tell the front desk at 3 in the morning when it happened. Also we both woke up itchy in the middle of the night.
Just left there this morning. Wow! What deceptive adverstising. The building was neat. Location right at the river. Very nice. The staff. Super nice. Thats where it all ends. Pot holed driveway pulling up to the hotel. Filthy carpet throughout the hotel. First room we had no a/c. Had to get another room which they very nicely did. However it wasnt much better in that room. They finally got a floor fan for us to use! Yep thats what I said! Comments all over the place about this problem. Room had a nice view. Bathroom was nothing short of a joke. Beautiful marble everywhere. Shower was half working. No hot water. No place to plug in a hairdryer, curling iron etc. Bed was horrible. If you rolled over in the middle of the night the whole thing just jiggled. This is such a neat building. It obvious that whoever owns it now doesnt care to take care of it or cant. It could be a real jewel, I am partly to bame for the experience. As with all things if it seems to good to be true it probably is. The price was great and we like boutique hotels because they are different. Here I guess we got what we paid for.
Needs to update there pictures or put money into this building because it dont look nothing like what you see. The only thing nice is the view thats about it
The worst management I ve ever dealt with I ve been waiting on a call about my refund for a week now and every time I call there s never a manager there and I m always getting told I ll have them call you and no one has called yet I definitely won t be going back here
We were not expecting much, but the location was fun. The river trail is right out of the back door! You feel welcome and safe when you are checked in. I really enjoyed the service. Lacking leadership and I hope someone will step up! Rooms are spacious but very outdated. Tv was damaged and our remote didn t work. Wasn t too upset because we didn t spend time in the room but is notable. Room was not the cleanest but was manageable. Good news! NO BUGS. Did not have a chance to eat breakfast here.
I will be checking on the restoration to stay again. Hopefully a positive edit!
My husband and I booked here because I had a professional conference in town, and we live in the West side of the state(2 hours away). First, when we arrived, our room was not ready. Check-in time advertised is 4PM, we were there at 5:10pm. There were many people seated in the lobby apparently waiting also for a room. When we got back, and got our keys, as I walked to the car in front of the hotel, I fell down, because I slipped in a patch of black ice, right in the sidewalk that was left untreated from salt. Other guests, a lot younger, were waiting for a party limo, and they saw me on the floor, and my husband helped me stand back up. When I went back up into the hotel, I told the manager in the evening(and this happened at 7:10pm yesterday(03/02/19) that they'd better salt-treat the entrance well, because I had fallen down on ice. Her answer was "Oh, you fell down?" and then I answered, "Yes, I fell on a patch of black ice that you better salt well before anyone else has a worse fall." She immediately asked me, "Was there anyone else out there?" > Really? She cared more about any witness than the customer(me)having an accident in the premises, that is who pays fot the hotel to even exist? NOBODY asked or cared about me after the incident. Nothing at all! In addition, our room the curtain was ripped, and there was melted candy inside one of the end table drawers. I am sure there is no housekeeping supervision or quality care at all. DO NOT STAY HERE! Worse experience ever. I paid $121.06 for a nightmare!
Staff were friendly from arrival to departure. Didn't pay and try the breakfast option but the complementary coffee was great whilst waiting to be picked up from the place. As the place is so close to Canada your phone may go on roaming (so watch that), you can even see Canada across the river from the ouside of the hotel. Parking is free, the roads outside are typical of Detroit and could do with some tlc. Room was clean and was a quite stay, will gladly go back if the hotel maintains a cost competitive option with others in the area.
Terrible customer service, Coffee maker had used filter in it, Management were not trying to accommodate at all, various issues with keys, etc. Rust around the sink, unsafe with the space heaters, Door had a hole where the physical key went.
I am very disappointed. I chose this venue because it was rated 3.4 stars out of 4 stars. It's more like 3.4 stars out 100. Let me begin with there was no bellman. When we checked in we discovered there was no soap in the room. We were informed by the front desk that there is soap it's in the form of shower gel. There was no soap or shower gel. We ended up going to the store to purchase shower gel. We tried to hook up the laptop with an HDMI cord to watch movies, no sound. We tried to use the internet which was free, no internet. It was advertised free HBO, did not exist. The batteries for the remote stopped working. When we notified the front desk of this we were informed housekeeping leaves at 5pm. The room was spacious however there was no sitting chair, microwave or fridge. All in all this place is over-rated and charges too much for subpar service. Oh did I mention there was an empty water bottle on the floor from the previous tenant. Good luck with your stay!
Not remotely close to a resort styled hotel. The carpeting in my room is dirty, so much so, my feet got dirty. The decor is dark and dreary. It's kind of creepy. I was expecting "Chuckie" to come running down the hall at any moment. Check-in was a travesty. With my rez in hand, they said I wasn't in the computer. Nearly 10 hours later after my initial contact with the front desk, they texted me to say they now have a room. The rooms are cold and there is a giant space heater in the room. The furnishings are dated. The bed and bath were clean. The road to the hotel is in disrepair. This place needs a lot of work to become a "resort" styled hotel. You have to leave the hotel for whatever you want.
I am so disappointed to report that this was the worst hotel stay I have ever been in. It reminded me of the ugly hotel stay Gina and Martin stayed in on one episode of the Martin Lawrence show. It was a funny episode to watch, but not a good one to have to encounter. I really wanted to promote this business but I never will again. I paid for an executive suite with a river view. I should have vacated the premises as soon as I arrived and saw all the signs posted in the parking lot that read "Park at your own risk. We are not responsible for loss or damage to your vehicle." Upon my arrival, around midnight, there was trash and broken car glass everywhere in the parking lot which supported there is heavy vandalism in this area. This made parking spots very limited and far from the front door. On the departure, which was only hours later in the very early morning, the parking lot was extremely flooded from the rain. This did not work well with Sundary church attire on. There were no towels, washcloths or soap in the bathroom of the suite. The fitted bottom sheet did not fit the bed. It was like a queen size sheet was used to make up a king size bed. There was no mattress pad on the bed. The tv in the bedroom kept freezing as though it was a windy storm out, even though the weather was calm and clear. The tv in the living room had no remote control and the remote control for the tv in the bedroom would not work for the tv in the living room. So the channel or volume could not be adjusted. There were no sheers to the window just a curtain in the living room facing the river. This allowed for no privacy to have the curtain open to enjoy the river view. There were sheers to the opposite window in the room however. The clock in the room did not work.There was no phone in the room. The phone in the bathroom would dial to the front desk, I could hear the person answering the phone but they could not hear me. I made several calls to the front desk, and the lady hung up on me each time as she could not hear me. They never sent anyone to the room to see what the issue was or to fix the phone. I had to call the front desk from my cell phone to request towels and washcloths. I had misplaced my key to the room. The guy at the front desk issued me another key to my room, never looked up from the desk, acknowledge my presence, confirm my identity or anything. Just asked me for the room number, stated my name and placed a replacement key on the counter for me. This is when I knew I had to vacate the premises immendiately. I have called to discuss these issues with the manager on the following business day. I have been on hold for 15 minutes just to be asked for my name and call back number. I will be following up with the better business bureau and attorney general's office as I hope no one else, ever has to sustain a horrible stay like I did. It was a bad ending to a beautiful day spent in Downtown Detroit. I couldn't even last 8 hours in this facility as I wanted to hurry back home for my own safety and sanity as fast as I could.
I find this hotel to be like a secret gem. The style is quite dated, but since it is extremely well-kept, it makes for a very charming design. The rooms were very clean and a great size: high ceilings and big bathrooms. The hotel has a beautiful location right on the water and has a nice path that you can walk down when the sun is shining.
Went to our room after checking in, opened the door and someone else was already in the room... Easy fix but how does double booking even happen in 2017?!
Horrible experience. I have deterred so many people from this hotel. Very poor customer service, rooms are so out-dated that I rather stay at the red roof inn, also bug infested, management is non-existent, no bell hop service, etc. I will never stay here again.
This is the most disgusting hotel I have ever in my entire life been in. I m a low maintenance girl. I understand that things happen. I also never complain. This place however is NOT to be stayed at. Please do not stay here. They do NOT have air conditioning. The room s floors were covered in dry noodles near the nightstand. The nightstand had ash all over it. The bathroom did not have towels or soap. The manager told us that this is how a hotel works . Literally the worst experience in a hotel in my entire life and I ve stayed in a Howard Johnson before.
Worst place ever. Check in was at 3 pm. We get here at 4 pm and the room wasn't ready. The staff was not helpful and the manager was rude. They finally get us a room and the room we booked wasnt the room we were given. We go into the room and the sheets were wrinkled and had stains......its now 5:24 and we have not made ANY PROGRESS. I live 5 hours away and all neighboring hotels are booked. Trust me, I've called.
No lamp shades on any of the lamps in the room. One lamp didn t even work. Clock didn t work. The bathroom ceiling leaked on my clothes, and the staff couldn t even come up to room and take my clothes and dry them and bring them back. They made me bring my clothes down, then two hours later I call the front desk, and she said they ve been done and she couldn t bring them to me and I asked her to send a worker and she was being difficult and told me to just to come get them. NOT TO MENTION, they take a $100 deposit on top of what you have to pay for the room and it s been 2 weeks and I haven t gotten my deposit back yet. I called and she said it was done and to call my bank. My bank didn t see anything pending. I call back and she s like oh it actually looks like it wasn t done . APPARENTLY only one person has authorization to do refunds and she won t be there for another week she s apparently out of town . DO NOT STAY HERE ITS RUN DOWN AND DISGUSTING AND UNPROFESSIONAL
This past week our family reunion in Detroit, we reserved rooms where this hotel had NO air. So instead of calling guest that had reservations for the weekend you allowed the process to continue where out of town guest were too late to cancel in order to get their deposits back. As a hotel you should have called these guest during the week and gave them the option instead you had them lose money. Your phone system is terrible. You should not have to call a hotel for 15 to 25 minutes before anyone answers. This hotel maybe in a great spot but your business operations are very unprofessional. PLEASE do your homework before staying at this property.
Broken lose faucets. Peeling wallpaper, a cheap oscillating fan for air, no security to protect their guests. Dark parking lot. About 5 vehicles broken into including mine i ran into the thieves as one pulled out a pistol and and cocked it.
This place is an older building. It's pretty basic. I picked a room with a view of the river walk. That was pretty nice. It's not the greatest hotel out there, but it's not the worst, either. The pool is kinda small, but they have little cabanas you can get, it looked like it was first come, first serve. There are a few spots to eat nearby that were pretty cool. Andrew's on the Corner was definitely a chill little bar.
First off, the bad. It took them over 20 minutes to wait on me for check in. There was a gentleman ahead of me who was having problems and even though there were five people helping him they couldn't spare one of them to help me. Then, their system was down and they couldn't tell which rooms were available so they had to send someone to see if a room was empty and ready for guests. Then the room they gave us apparently wasn't ready for guests as our room keys wouldn't work. They had to get a maintenance man to come fix our door. Then the bathroom door knob fell off. And the maintenance man had to fix it. Our room didn't have a wastebasket.
Now for the good. It's an attractive hotel and the room was nicely appointed and quite clean. The bed was very comfortable. We think that the value was very good as the price was quite reasonable.
Save your money and time avoid this hotel.. Over hr wait try check in.. Dirty try and charge you big deposit.. Left hotel will not come back or recommend
If you don t want to get disappointed don t come here Had to wait almost two hours for a room then I got the wrong room went down to the lobby there was no one on there waited for 15 minutes he came then gave me another room the other room was all dirty a family room while I booked a deluxe king with sofa on river view there was a broken fan broken phone and a downgrade from what I paid for and I cannot get my money back left the hotel 4 star my a$$
stayed at The Roberts Riverwalk Urban Resort Hotel in January 2020 booked 3 rooms , this is October 1, 2020 and still did not receive my deposit for the rooms as I was told it would take 3-5 business days. Very poor business
The customer service is terrible and unfriendly, the staff take advantage of foreigners who do not speak good English. The rooms were not cleaned. The hotel is very poorly maintained, some air conditioners do not work ... Warning, thefts in the rooms.
It is a failed hotel that does not have a good service. The staff do not know how to deal with the customers and they are not nice. The rooms have no towels, no small fridge, no microwave. I swear I will not repeat this experience with them.
Horrible hotel. Facility needs updated. Staffing is an issue mostly because of the management absence. The location is on the river but that is all I have to say positive concerning this hotel. Worse experience ever at a hotel!!! Motel 6 would have been cheaper, cleaner and more inviting.
I'm here for Jazz on the River enjoying good music. Went inside to the bar and they ruined my positive experience by being rude, unorganized and unprofessional!
Booked two nights here through a 3rd party. It was during the summer and 90+ degrees outside. When we arrived the A/C was down and after checking in the gentleman didn t just give us our keys but wanted to show us to the room to check on something. We walked around the 2nd floor twice... and he finally explained that the room we reserved didn t exist! Conveniently they were somehow fully booked and we could not book another room. Even though it was 2am and we drove 8 hours to get there we were completely fine with NOT staying there. After calling the company we originally booked with and cancelling we thought the nightmare was over. WRONG! I was still charged for a two night stay by Roberts Riverwalk...even though I did not book with them they used my card that I gave them to hold for incidentals. I called over 4 time to dispute this charge but never could speak with a manager because they were busy or not in. I d leave my number and respectfully wait a day or two but no call back.
Unprofessional crooks! Do not support this poorly managed establishment. You d be better off at a motel 6
This place is still open? I went in the summer of 2018, the windows were stuck open with spiders and spiderwebs on the windowsill. Suspicious mold on the vents, and bugs on the ceiling. Outdated check-in, way too hot in the lobby. We left as quickly as we arrived.
When we arrived, we checked in and were assigned a room. We got to the room, opened the door, and found other peoples luggage on the bed and in the room. The staff at the front desk had given us a room that was already assigned to someone else. We went back down and they assigned us a new room, but in this new room the air conditioning did not work. We had to open the windows and got very little airflow. Miserable night sleep.
Check in was for July 3rd 2017. Arrived at 5:30 to several upset guest at the front desk. That worried me but I waited my turn to get my room. Got to the desk and they did not have my room ready nor did they have the type of room I reserved. They asked could I wait for them to "straighten" up a room for me...huh???? So I said I would prefer a fully cleaned room and they said it would take a while for that. Then I said, well will the price be adjusted since u didn't have the room I requested? The answer: "We don't adjust prices." So I said well just cancel my too And they said ok sorry. I left and checked into the Westin which was fabulous!!! And cheaper! Woke up this morning to a charge on my credit card from Roberts Riverwalk for no call no show...really???? Called the hotel and no one could help me because no managers were in. Called again and got a Manager by the name of Micheal who promised to "look into the charge" and get back to me. Have not heard from him and now no one is even answering the hotel phone!!! Worse customer service I've received in a loooong time.
DO NOT STAY HERE!! This hotel shouldn t even still be in business. It deserves NO stars! When you first arrive, you re greeted will a parking lot that states park at your own risk with potholes and no lines. The check-in process takes at LEAST an hour and the staff is no help at all. We stayed in the Presidential Suite, which was a nice size but otherwise very dated and dirty when we entered. Door knobs were broken off of the doors and just placed on a table. Also, the jacuzzi tub shown for advertisement DID NOT WORK. We were dissatisfied with EVERY part of our stay here. Plus, after you ask for a refund you ll keep getting the run around about a manager that seems to not even exist. You will NOT get your money back!!
I made a reservation through an online booking service in June. After I checked in, I was told that the AC might not work due to a storm. I asked them to check before I took my luggage up. It was not working. I said I would go somewhere else. They said I would not be charged. I was charged. I called to request a refund. It is now September, and after all the voicemail and emails, I still have not received a refund, and still have not been been able to even talk to anyone at corporate.
This property is the absolute worst hotel I ve EVER stayed in. For starters the pictures listed on the website-had to have all been photoshopped because they look nothing like it. The property is very eery and dark and have a somewhat haunted vibe to it. Check-in was a disaster because the front desk agent was very rude and condescending to the guests ahead of us and she seemed very incompetent toward our simple questions regarding the property. We were told they didn t have the first floor room because the room wasn t ready, but she had a room available on the third; we agreed and walked in to bedding thrown everywhere and garbage scattered throughout. We went back down and a nice gentleman apologized and helped us out with a new room. The room itself was was clean by their standards(since he checked it out before giving us a key) but was very musty(so we opened our window to air it out). Curtains were dusty and filled with Cob webs, carpet seemed as if the previous guest had a dog. Two light switches did not have any function, the TV remote did not have a back to it. The only phone in the room was located in the bathroom next to the toilet, there were dusty lighting fixtures above the sink and peeling wall paper in the shower with mold showing underneath. The tub was also visibly dirty. The over night receptionist said there was no manager on site to speak to and she that the managers never answer the phone. We asked for the number to corporate and she said she did not know the number or how to reach them. I have to reiterate that this was the absolute worst experience I ve ever had with any hotel!
Upon checking in I had two separate people just walk into our room. The first guy said he was checking to make sure the new housekeeper did a good job. Nothing was cleaned. While he was cleaning another housekeeper barges in. Totally unprofessional and won t stay again.
We reserved 2 rooms, when we arrived, they only had 1 room. They "found" a other room that had a space heater in it. The space heater didnt work, the other room was disgusting and dirty. The entire place smelled of weed. While trying to check in, another person (who checked in before me) was leaving because they're room haf a leaking roof! The pictures advertised were OBVOUSLY from another hotel. I would not even give this place 1 star. We left after the staff was rude and only offered to "look into it" after expressing our concerns.
If I could choose "0" stars, I would prefer that option. Please consider this a "0" star review. Worst service I've ever received in my life. Do NOT stay here.
Not a resort. Pool was green and dirty. Parking lot was pot holes. Air didn t work. Restaurant was closed down. Didn t have breakfast like said on web site. Closet doors in the room were falling down. Key card to room stopped working. Had to go down to front desk and get turned back on everyday. Terrible place. I m not sure how they are allowed to charge a resort fee.
When we arrived at 5pm the front desk clerk informed us that they had no clean rooms even though we made the reservation far in advance. Once we checked in the room still had toothpaste splatter on the bathroom mirror and the floors were sticky. The bathroom also didnt have anything covering the bathroom window. Then when we woke up in the morning, the room had ZERO hot water. Still waiting on a refund for this horrible experience.
We are leaving right now after one terrible experience. "Hotel parking is free" but there is no space for everybody. Dirty room, stains on carpet and surprise, we found a dog poop in one of the room's corners. And this morning there was no hot water until now (10:30 a.m.) So we are leaving without a shower. When we called the front desk they were never apologetic. We will not return.
This hotel was better as the Omni... we checked in and someone else s luggage was there. Instead of giving us another room the front desk said put the luggage outside and keep the room. The owner of the luggage came back at 2am thinking I stole his room. Also they need to provide more towels and a microwave
Terrible and rude service. Rude front desk people and rude people answering the phones. No one can help with anything. My room didn't have air conditioning. I was there in the middle of summer. They refused to give me any sort of refund or discount. I've been calling for months to straighten it out and no one can provide any sort of help. This place needs to be shut down.
This hotel has a wonderful view with a rustic feel.... BUT..... This is a horrible hotel, more like an expensive hostel. The furniture is old, beds, couches and drapes are at least 20 yrs old. No heat or air conditioning. Charging $18 resort fee and various extra taxes, you get not 1 amenity. Also, they have a "no refund" policy. Renters beware.
