Hotel Saint Regis Detroit

"Edit: I was able to talk to the GM of the Hotel who was incredibly helpful and took care of the issues. I reserved a room here for 2/23/24. When I arrived at check in they said it was canceled. No explanation, no prior notice. I contacted the booking agency who then contacted the hotel which gave them a confirmation of the reservation and a confirmation number. I then went back to the hotel later that night. When I spoke to the person they were very, VERY rude and said “I don’t care about your conformation number, your reservation has been cancelled”. No help, no advice, no refund. Who ever the guy working the counter was at 11pm on Friday 2/23/24 was the rudest customer service person I have ever spoken to. An absolute garbage counter person. If this is the kind of service given at this hotel. It deserves no service. Horrible experience would not recommend. I completely plan on filling some sort of complaint with the company over this. Also it’s quite far from downtown and the amenities that they advertise are not as available as they promise. I only caught that because of another customer that was dealing with an issue before me."

"Initially, I debated on even writing a review about my experience at St. Regis. I won a free night stay here through an Instagram contest, so I am hesitant to complain. However, I always rely on reviews when booking a stay, so I figured I would. Unfortunately, this hotel really “catfishes” you. As in, it looks nice via the online portal, but it does not accurately represent how it really is. I will state, the lobby area and event space is nice. However, that is about the extent of any positive attributes. Upon arriving, I went to check in at the front desk. I was told by the hotel’s social media page that the front desk staff would have my name on file and that my room/parking would be comped. The page also mentioned receiving tickets to a comedy show that night. However, the front desk lady was not aware of any of those details. Not a big deal, but it just seemed very unorganized. We didn’t end up attending the show because no one seemed to know much about it. And don’t get me wrong, the lady at the front desk was nice enough; there just seemed to be a lack of communication between management and the front desk staff. When we arrived to our room, it was very outdated and worn. There were large cracks in the ceiling, the caulk around the toilet was messy and peeling, and the furnace was old and very noisy. The shower temperature did not get very warm, and the room smelled musty. Again, I won a free night stay here, so I really was weary about posting this review… but I wanted to write my honest opinion. The hotel is a historic landmark and has such potential (especially with its lobby and event space being so nice). But unfortunately, it has a LOT of work that needs to be completed before I would even consider staying here again (free or not)."

"No words for how horrible this hotel is. The lobby is gorgeous and looks expensive (the pictures online look gorgeous as well). When you get to your room…IT LOOKS LIKE A CHEAP MOTEL!!! The furniture looks like it was free on Craigslist. How disappointing! And to top it all off, I opened the shower curtain this morning and there was a huge cockroach in the tub. Needless to say, I would never recommend anyone stay here. Save your money."

"WORST HOTEL EXPERIENCE EVER. First off, no one was at the front desk. We had to say hello several times before someone came from the back to assist us. The hotel was a ghost town. Absolutely the worst hotel experience ever. The associate Gave my mother in law our room. Then he gave us a room already occupied. When we informed him, he then gave us another room. That one was occupied, by my in laws that had just checked in. After that, we were told our room wouldn’t be ready until later. My husband called before we attempted our next arrival. The front desk informed us we would be upgraded to a suite and he would notate all the issues and the upgrade for the next front desk person. Upon our second arrival, the front desk associate had NO notations from the first associate and attempted to give us keys to my in laws room AGAIN. The associate then had to check to see if the suite we were promised was clean. Finally we got a room. My in laws room had no heat and they had to be placed in another room. This was all on THANKSGIVING. The suite had peeling wallpaper, carpet was coming up, the bed was hard and we only had hot water (no cold water at all) cleanliness was lacking. The bar area did not open after being told it would open at 5. We will never stay at this hotel again. Unorganized, unprofessional, more training and staff is definitely needed."

"When their website says the hotel has been "completely reimagined," it seems like they are only referring to the first floor. The lobby is gorgeous and the bar is excellent. The staff are friendly and professional. But... the room. I heard from the staff that the upper floors have been renovated, but the lower floors are a work in progress. I'm on floor 2, so I might have seen the worst of it. Yikes, the room. Our room faces the road, and the cars passing by are so loud that it almost sounds like the window is open. The A/C unit is noisy and it never seems to turn off. Furniture is "CraigsList free section" material. The bed pillows are the size of couch throw pillows. No fridge. No microwave. Half the room is empty. The bathroom resembles a picture of a 1920s insane asylum. Water stains on the ceiling, cracked and peeling plaster, etc. Nothing stands out as a health concern; the room is mold-free, and there are no bed bugs (I checked thoroughly after seeing the condition of the bathroom). It smells clean, which is another good sign. "At least it won't give you a disease" is really the nicest thing I have to say about the room. It's clear that the building is going through a renovation. Don't let the website fool you - they aren't done yet. If the lobby is any indication, the St. Regis will hopefully be much better than this in the near future. If you're looking for a stylish, well-located hotel, you're on a budget, and you don't plan on inviting anyone upstairs, then the St. Regis might be worth considering. Until they finish the renovation, I would look elsewhere."