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“Check in staff barely acknowledged me”

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Wyndham Garden Romulus Detroit Metro Airport
Ranked #22 of 26 Hotels in Romulus
Huntington, IN
Level 4 Contributor
24 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
“Check in staff barely acknowledged me”
Reviewed 18 April 2014

This is a big hotel,with a pool and free breakfast. We stayed here for several days due to a death in the family. At check in the young girl was more interested in the boy she was talking to than helping me. The room she gave us was the wrong type and was about a mile down a freezing cold hall way because it was under construction. We walked all the way back and she said that there were no more available, so she gave us a suite (nice). If we hadn't been traveling all day and if it was not late at night I would not have cared so much, but we did and it was so check in sucked. The room was nice, breakfast was good. They had eggs and waffles and the breakfast staff was awesome. We didn't get to use the pool, but it looked fun. Oh yeah, there were leaking ceilings in the public areas.

Room Tip: The suites are nice for families.
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  • Stayed February 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank jennie09
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
bw23138, Front Office Manager at Wyndham Garden Romulus Detroit Metro Airport, responded to this review, 29 April 2014
Thank you for taking the time to review our property. On behalf of me and my entire staff, I would like to personally apologize for the series of inconveniences that you encountered while staying with us. I will look into each issue that you have noted, in an attempt to correct and improve our hotel policies. I am happy to hear that you enjoyed the upgraded suite as well as our deluxe breakfast. Guest satisfaction is always our top priority. I would like to welcome you and yours back for the opportunity to provide you with the excellent customer service that I know we are capable of.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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775 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (95)
Date | Rating
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English first
Bad Axe, United States
Level 1 Contributor
3 reviews
3 hotel reviews
Reviewed 10 April 2014

When first assigned a room the room keys didn't work. After returning to the desk to get new keys and then returning to the room I was shocked to open the door to find the room occupied. Upon returning to the desk again I was reaassinged to a new room at the end of a very smoky hallway in a non-smoking hotel. My room now sat right nex to the interstate, which caused for a very restless night. Appearance of the interior of the hotel is beautiful.

  • Stayed April 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
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Review collected in partnership with Best Western

Helpful?
Thank Jason J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
bw23138, General Manager at Wyndham Garden Romulus Detroit Metro Airport, responded to this review, 14 April 2014
Dear Valued Customer,

I do greatly apologize that you had encountered such issues at our hotel. We value each and every opinion to ensure that we can provide the best customer service. I understand mistakes happen, but we have implemented ways to ensure this kind of thing will not happen again in the future. Also, we do thank you for your kind words regarding our renovations. We are currently working hard to provide the best possible lodging experience for you and other guests. Thank again for your feedback and we hope to see you again at Best Western!

Dia Francis
Best Western Gateway Intl
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Hamilton, United States
2 reviews
Reviewed 10 April 2014

This hotel works fine if you are only looking for a place to sleep before a morning flight. The rooms are outdated and have a musty, old smoke smell to them. The bathrooms are tiny. The bedding is low quality (although good pillows) and also needs updating. The beds were comfortable enough. The breakfast that was included with the stay was good with a nice variety.

  • Stayed April 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Best Western

Helpful?
Thank Michele R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
bw23138, General Manager at Wyndham Garden Romulus Detroit Metro Airport, responded to this review, 14 April 2014
Dear Valued Customer,

On behalf of Best Western Gateway International I would like to apologize that we did not meet your expectations. We always use all feedback to ensure that we can provide the most superior service to future customers. I am very glad that you appreciated and enjoyed our breakfast. We appreciate your feedback and hope you will choose Best Western in the future!


Dia Francis
Best Western Gateway Intl
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Romulus, United States
Level 2 Contributor
6 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 9 April 2014

this hotel is very nice, clean, and great atmosphere, its lobby is like being out doors, but under a roof, it has full size pool, Jacuzzi tanning beds, and rooms with privet balcony, they provide computers in lobby, and free Wi-Fi in all rooms,, and even a gift shop

  • Stayed April 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Best Western

Helpful?
Thank Richard G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
bw23138, General Manager at Wyndham Garden Romulus Detroit Metro Airport, responded to this review, 11 April 2014
Dear Valued Customer,

Thank you for staying at our hotel. We are very glad to hear that you enjoyed your stay. We appreciate all feedback given and always use it to ensure the best possible service for our guests. Thank you again and we hope to see you again soon!


Dia Francis
General Manager
Best Western Gateway Intl
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Traverse City, United States
1 review
Reviewed 6 April 2014

We have stayed at many different chains of hotels including other Best Westerns. To date this is the worst hotel we have stayed at. Bugs in the bathroom, loud heating system, filthy cold pool, cold air surrounding the pool. The kids were freezing. In our room we couldn't use the heat due to the loud system. No blankets between the sheets and comforter and burn holes in the comforter. Bed was rock hard. Kids running around banging on doors till after midnight and before 6 am. Problems with the shower. Poor internet service. Breakfast was good and Ivan the person in charge was awesome. We didn't use any other amenities so can not comment. Hot tub was out of order. We have stayed overnight at least 25 times in hotels in and out of the country in the last year (our average each year). I have never written a review other than a good one. Hope you have a better experience than we did. We have stayed at other Best Westerns and enjoyed our time.

  • Stayed April 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Best Western

Helpful?
Thank Kyle O
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
bw23138, General Manager at Wyndham Garden Romulus Detroit Metro Airport, responded to this review, 7 April 2014
Dear Valued guest,

I do sincerely apologize that we did not meet your expectations during your visit to our establishment. We have passed along your concerns with our head housekeeper to ensure they are taken care of promptly. We also are very grateful to hear that you did enjoy our deluxe breakfast! Again I would like to personally apologize for the issues you experienced here and thank you for your feedback. We hope that you choose Best Western for your future lodging needs.

Dia Francis
General Manager
Best Western Gateway Intl
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Little Rock, Arkansas
Level 3 Contributor
18 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed 5 April 2014 via mobile

Delta, having cancelled our flight for maintenance, put us up in this hotel for the evening. I've definitely stayed in worse and it is better than sleeping in the floor of the airport.

Still, I wouldn't stay here by choice. It's just not a good experience: the hotel shuttle is dirty (and sort of scary), the room appears to have been only marginally cleaned, the bed sinks in the middle, and the breakfast is weirdly patrolled by a severe looking man who would have appeared more at home at some remote border crossing.

Don't stay here by choice.

Stayed April 2014, travelled as a couple
Helpful?
Thank LRWanderlust
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
bw23138, General Manager at Wyndham Garden Romulus Detroit Metro Airport, responded to this review, 7 April 2014
Dear Valued Guest,

On behalf of my entire staff we greatly appreciate your feedback in regards to your stay with us. I sincerely apologize that our guest room and shuttle service did not live up to your expectations. We are making continuous improvements to our hotel so that we may provide better service to all of our guests. Thank you again for submitting your review and we look forward to the opportunity to service your travel needs in the future.

Dia Francis
General Manager
Best Western Gateway Intl.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Las Vegas, Nevada, United States
Level 4 Contributor
19 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 1 April 2014 via mobile

This place was a good price n clean room for the night.. It was convenient from the airport.. Breakfast and lounge was not bad.. Can't really expect to much.. The bartender she had ok service it would be great if she had more experience in customer service.I'm from Vegas I'm a bartender and we deal with a variety of people and we know how to approach people properly.. the breakfast attendant he's service was great n helpful..

Stayed March 2014, travelled as a couple
Helpful?
Thank Jjsa8199
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
bw23138, General Manager at Wyndham Garden Romulus Detroit Metro Airport, responded to this review, 7 April 2014
Dear Valued guest,

Thank you for your feedback regarding your stay at our hotel. We appreciate your patronage and are happy to hear that you enjoyed staying with us. Thank you again, it is appreciated.

Dia Francis
General Manager
Best Western Gateway Intl.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Wyndham Garden Romulus Detroit Metro Airport

Property: Wyndham Garden Romulus Detroit Metro Airport
Address: 9191 Wickham Rd, Romulus, MI 48174-1904 (Formerly Best Western)
Phone Number:
Region: United States > Michigan > Romulus
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
Ranked #22 of 26 Hotels in Romulus
Price Range (Based on Average Rates): £
Hotel Class:3 star — Wyndham Garden Romulus Detroit Metro Airport 3*
Number of rooms: 232
Reservation Options:
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