Holiday Inn Express & Suites Auburn Hills, an IHG Hotel — Hotel in Auburn Hills

For the amount we paid for this room it is a shame how disappointing our one night stay was.

Stayed in room 3303 and upon entry we noticed a water bottle on the night stand. No biggie tossed it in the trash. However as the night went on we noticed more and more things but too tired/too late to move rooms.

Housekeeping did not fully clean or restock the room after the previous guests.

Empty water bottle on table

Food left in fridge

Ice bucket full of water

No coffee cups, stir straws, creamer etc...but they did have the coffee pods which were useless.

Food chunks on floor up against the bed. When we turned down covers noticed a couple items. Suggest vacuuming up against the side of the bed base.

Only two towels and washcloths in the room. We booked a double queen suite. So there was four of us. I feel a suite should at least have four towels to start the day off. Had to go to the desk for more.

During my son's shower we found out there was no body wash or conditioner in the bottles bolted to the shower wall. The shampoo had very little in the bottle. Another trip down to the front desk for mini bottle that were not great quality. This was very frustrating as again when turning over the room from the previous guest items such as this should have been checked and replaced.

We didn't turn on the heat until at 9:30PM when putting the kids down. Well it never got warm at all. Turned it up to 75, then 80 and then to the highest setting 90 and the heat never increased. It just blew cool air. I knew our only choice was to change rooms and we had to be up at 5:30AM and I didn't feel like pulling the kids out of bed who were now asleep and move everything to a new room. So I took the extra towels we got from the front desk and used them as blankets for the kids. Not ideal but it helped some.

The breakfast was pretty good however the juice machine did not work as it was only dispensing water for every selection. Seems as if it just needed to be refilled. I asked the attendant about it and she had no idea how to add more juice and said I guess it's just broke and offered coffee/milk. This was at 7AM when they first opened so I feel like it probably ran out the day before and was never refilled.

I did complain to the front desk and she wrote the items down and said she would pass along. Really no apology or anything and I wonder if she even did relay the compliant to housekeeping and maintenance.

Just very disappointing hotel stay as we just came from a IHG in PA that was outstanding and this I felt like what a waste of our money.

I suggest to pick a different hotel in the area until COVID is over and there staff feels like working again to make your stay...

We spent a night here in August 2024. It was a Wednesday night. We checked in around 7pm, the staff seemed friendly and told us about breakfast. We had an early day so we grabbed a quick dinner and came back to sleep. We were in bed by 10. At 11, I could hear some people being loud, but figured they were just passing by. I woke again at midnight to women howling, laughing, and woo whooing. There were children also yelling/playing and laughing. There was loud music and loud crashing sounds. We looked out the window because that's were the noise was coming from. There was a car parked by the lobby with people hanging around, dancing singing and having a "party" they threw a beer bottle that smashed on the curb. I thought about calling the front desk, but our room was right above the lobby, and this was happening at the main entrance to the hotel. So there is no way they didn't know. The party ended around 2:30 and we were finally able to get a few hours sleep. We were up at 6. Out the door by 7. There was trash, smashed bottles and remnants of the party from the night before littered all around a bench by the entrance. We were back to check out at 11 am. The clerk was nice and asked how everything was. I said the room was nice, as was the breakfast, but because of the loud party we didn't get any sleep. She lecured me about always calling the front desk to complain, I said I didn't think it was necessary as it was right at your door, there is NO way the front desk wasn't aware. I think the night staff had some friends over to pass the time....it just doesn't make sense why they would allow this noise and party play out at the entrance. There was no apology, there was no discount, nothing. This was a Wednesday night. Everything else around the hotel, including the large adjacent mall parking lot which would have been a fine place for a party without interrupting anyone, instead this party was at the main entrance. The desk clerk did say they received other complaints about the noise. Yet the party continued until 2:30 am. I'm quite certain the night staff were part of this group, and that is why it played out at the entrance. Very disappointed that we could not sleep at the hotel due to this noise. I mean isn't that the entire purpose of a hotel? I honestly would have slept better in my car, and it wouldn't had cost me a dime. And had it been a Friday or Saturday night at a beach house, I would probably expect such. But a Wednesday night in a "business"...

The front desk manager, Antonio, has stolen over $600 from me. I checked in at the hotel and paid for one room on a visa. I did not have enough on that card to put a charge for incidentals as well, so the front desk receptionist said that I could use a second card for the $50 charge. She assured me nothing else would go on that card at all, no holds, nothing. The next day was my daughter's birthday, and I explained to her that I needed the rest of the money in that account. I was assured no other money would be charged The next day, both of my cards were charged $212. The staff was rude, condescending, and insinuated that I'm too stupid to understand what an authorization is. After speaking with corporate and having them contact the manager, he was worse. He told me I was a liar, that his staff never spoke to me disrespectfully, and that I am indeed to stupid to understand holds. But the problem is, I called both of my banks, with him on the line, and they confirmed that the chargers were settled charges and not holds. He said there was nothing more that he could do and he didn't care. He then hung up on us. The next morning, I woke up to yet another charge. Totaling over $600. When I called him the next day, he hung up on me again. I confirmed with my banks that these charges are not pending, and no refunds were issued like he claimed they were. This is blatant theft, and the customer service I have experienced from him and his team has been the worst I have ever experienced in my life. I have contacted a lawyer and I'm filing criminal charges for fraud If you don't want to be treated like dirt, and have your money stolen, skip this one. Update, my card was charged AGAIN for a THIRD TIME. I was once again yelled at, insulted, and hung up on when I called about it. Only when I threatened legal action, canceled my credit card, and contacted their Instagram page did I get two of the charges back. I demanded all my money back after this experience that left me broke on my daughter's birthday and unable to buy my dad's medicine. I was denied. The way I was treated by Antonio still boils my blood. I can't believe someone like this is working in...