The Godfrey Detroit, Curio Collection by Hilton

Great stay, friendly staff, walking distance from downtown, good restaurants around

Very fresh and modern hotel. I loved comfortable bad and huge tv

First, let me say that I was alarmed on Friday, June 20th when I happen to check my email while I was writing out of state to a funeral and saw a concerning message from the hotel, which stated there was a billing issue. I immediately called the hotel and informed them that I had updated my credit card on the app. The message said that if the error was not corrected by 3 PM, they would cancel my reservation. The lady said that she would send a form for me to print out and send back to them. I informed her I was in the car, out of state, and on my way to a funeral. Nonetheless, with no empathy ever expressed, “ if we don’t have the form by 3 pm, your reservation will be canceled”. I told her I was returning later that evening to stay there and I have been planning this trip for a couple months.-again, no compassion. Because I had driven there from St. Louis, and was returning there because that is where I was planning to stay the weekend, I took a picture of the front and back of my credit card and sent it to them. Otherwise, I would’ve had no place to stay for the weekend. As a Hilton Honors Gold member, I had never experienced such lack of compassion and Customer Service when I indicated I was heading to a funeral( I had to sing there). It was already a stressful time. I didn’t need that additional stress. The actual hotel, the valet service, the rooftop lounge, and the restaurant were were exceptional, but the front end and handling the financial part of the business is horrible I have never experienced this kind of treatment at a Hilton property. So they not only charge me $384 for a hold on my credit card but also charge $509 on my card which posted to my credit card and refused to release the hold for a two night stay. I called them several times and even connected them with American Express merchant line and I was put on permanent hold. Again, another example of not being customer driven. When I called the hotel back to speak to their only manager that could take care of the billing issue, she refused to speak with the merchant line of my credit card all release it. It would’ve taken less than five minutes for her to release the hold They got two authorizations for the same stay and would not correct their issue. I told the manager that I was in route to another hotel and I had another stay three days from now. I use my Hilton credit card to earn my points. That is the purpose for my card for me. If I cannot use it, I am missing points and opportunities with my stays. This was very selfish of this hotel manager to not even attempt to relinquish a whole that was totally unnecessary five days after I checked out. This was a very disappointing experience. And I do not want anybody else to deal with this negative mentality that to give Service is not handling business. They have already been paid for my stay. My pictures were taken from the rooftop bar/ lounge.