Good afternoon,
I hope this message finds you well. I’m writing to share a recent and very disappointing experience I had during my stay at the Clarion Hotel in Romulus, MI. As someone who has stayed at this location multiple times without issue, I felt it was important to reach out directly before posting a public review on your website and on Hotels.com.
I checked in on Wednesday, May 7th. Upon arrival, Audrey at the front desk provided exceptional service—she was friendly, accommodating, and assisted me with an early check-in. She was the highlight of this stay and deserves recognition.
Unfortunately, things quickly deteriorated on the second day. On Thursday, May 8th, I discovered severe ceiling damage in my room. Pieces of ceramic from the ceiling—likely due to water damage—fell to the floor and into my travel bag, getting onto my clothing. I reported this immediately to the front desk, where a gentleman (possibly a manager) said he would come inspect the room. He never did.
Adding to the concern, I was traveling with a 6-year-old autistic child, and this situation could have posed a safety risk. Despite repeated reports, no one came to clean the debris until late that evening—around 9 or 10 p.m.—after we had already put the child to bed. A maintenance worker briefly looked at the ceiling, acknowledged the damage, and said he’d return to clean up. He never did. The room was never cleaned, no one followed up, and the issue remained unresolved for the duration.