Holiday Inn Express & Suites Brighton by IHG — Hotel in Brighton

Overall a great stay at this newer property with a couple handicap accessibility issues in the room. Property is fairly new and directly across the street from the Brighton Center for Specialty care clinic. No shuttle but also an easy drive to U of M hospital in Ann Arbor, and a variety of restaurants within close driving distance including Cracker Barrel. Staff friendly and professional, and responsive to our needs. Handicap parking spots near the back door and elevator made it an easy in and out without coming through the lobby. I was greeted by a very friendly and professional Alex, given a tour of a couple rooms and offered some cold drinks for my family. A personalized greeting card was waiting in the room before I got there, a nice touch of hospitality. Nina the day staff also professional and hospitable. A few design flaws in the room regarding handicap accessibility for disabled persons which Holiday Inn apparently missed during the design phase. 1) Shower/bath is too dark and needs lighting above. 2) Transition from hard floor to carpet poses a trip and fall risk for a disabled person if not paying attention. 3) Beds are extremely high and difficult to get onto, even for a non disabled person. If bed height is an issue, you might want to check out their sister property next door, the Wyndham which has low beds in their hand-cap accessible rooms. Otherwise, there were other positive design attributes including a nice large window, automatic blinds, sofa sleeper in king rooms (couch in rooms with two beds), large screen TV with great sound, good working temperature control, ample lighting in the bedroom area, plenty of counter space and USB wall jacks. Poor sound proofing in floors/ceilings, as we could hear people walking above us. Nice pool, but a hot tub would have been a welcome addition. Exercise area with a half dozen machines, comfortable lobby/breakfast area with two public computer stations and breakfast was fully stocked until and past the cut-off time. Friendly breakfast lady with a big heart who cares that her guests are fed and taken care of. Being sitting disabled I especially appreciated the high tables which allowed me to stand up while eating. I would suggest the computer stations be put on high tables also to accommodate the sit or stand option. Overall good stay despite a few accessibility issues which are corporate's responsibility to address, the most problematic being the bed height. I am not aware if we encountered an actual manager during our visit but the staff we did encounter were all top notch! Would definitely recommend this property for all travelers. If the high beds is a problem you might want to check out...

Avoid this hotel at all costs. Extremely rude management and staff. Upon arrival, the person checking us in ran my card twice and therefore had two charges for my room approved. When this was discovered, I contacted the front desk and they gave the go around of “no it’s just an automated verification” and that it would “resolve itself”. Upon pushing, they figured out they did charge my card twice and that I would need to be refunded. However, was told a manager would have to help. At 3:45 p.m. there was no manager on site.

The next morning, we pushed this again and another front desk employee verified my card was charged twice but that she couldn’t do anything because she needed manager approval. However, at 10:30 the next morning, no manager was around still. So we ended up leaving with two charges still on our card and we’re ensured a manager would call me as soon as he got in.

After several hours of not receiving a call, I called back and was greeted by a very rude manager named Marcus. As soon as he found out who I was, he denied all facts that my card was charged twice, even though I have the proof on my statement. He was very rude and continued to say that the front desk was wrong and there were not two charges. Yet the lady at the front desk proved to me there was. I have ended up having to contact my bank to get this fixed.

The rest of their staff isn’t much better. Very rude staff that was working the breakfast station and couldn’t keep up with the demand of breakfast. When a guest inquired about an issue with the pancake machine, she said that it was the least of her worries.

All this after we had originally tried to cancel our hotel over a week in advance. The front desk ensured me there was no charge to cancel our room, but when transferred to reservations we were told we would still have to pay the full price of the room if we couldn’t make the trip.

We will never stay at this hotel again and I strongly recommend you avoid this hotel at...

DISGUSTING ROOM CONDITIONS- Arrived to find our room had not been cleaned properly. The garbage can had not been emptied and STILL HAD THE PREVIOUS GUESTS’ FACE MASKS AND COVID TEST SWABS/KIT in the garbage can! Called and explained to the front desk clerk. Told her we were placing the garbage can in the hallway outside our room.

In the morning (with daylight in the room) we realized along the side of one of the beds, between the bed and window, were TOE NAIL CLIPPINGS ALL OVER THE CARPET. Obviously, the area had not been vacuumed prior to our arrival. Went down to the front desk, explained the situation, showed photos we took, and asked to please have the manager contact us.

We ended up getting cleaning supplies from my sister in Brighton (we were there to visit her family) and vacuuming the room ourselves and wiping everything down with Clorox wipes etc. We had no faith in the cleaning staff making it right since they had not even attempted to do a decent clean before our arrival.

The hotel manager never contacted us despite us asking 4 times at the front desk to have him contact us. What made the situation more infuriating was the sign on the desk in our room saying you guarantee a deeply cleaned room and if there is any problem to contact the front desk immediately to make it right.

Despite having photos of the garbage can (with covid test and masks) and the carpet littered with toe nail clippings and making multiple requests, the hotel manager didn't care enough to contact us about the situation despite our repeated requests.

Even at check out, we requested to be contacted by the manager and have not.

Don’t boldly display a sign about how clean the room is and a guarantee for it and how you will correct any mistake, when the garbage can (with COVID TESTS!) have not been emptied and the floors have toe nail clippings on the carpet etc and despite 4 separate requests, never being contacted by the manager. In the end, it was...