Holiday Inn Express & Suites Detroit - Farmington Hills by IHG — Hotel in Farmington Hills

Anytime I needed a place to get away, this was my hotel choice but, after my latest stay I will never return to this establishment again. The man who checked me in, Ali, was sitting in the living room of the lobby on his phone and when came around to the front desk he was seated on a stool with one leg up on the front desk like he was working from home. He could not understand a single thing I was requesting, it took him an hour to finally check us in. We had an issue with our reservation, I had two rooms and requested for one to be a suite room where I would pay the difference, he claimed none were available so, as time progressed and telling him I saw the room available on a third party site so he called the manager, Rita, who was no help. I had two rooms originally, I wanted to cancel one of the rooms and re-book through the third party for the suite room since the price was a lot cheaper but, he would not let me. Not even match the price or adjust the rate for me. I have worked in hospitality for three years now and been in customer service for over seven, and the way he treated us was the utmost disrespect I have never experienced in my life. I said I would speak with the manager when I got the chance and he kept threatening our party with "We have cameras and microphones ask the manager to see them, she will know what happened," when we did nothing but ask to be accommodated as THEIR guests. We did not feel comfortable for one second at this hotel, every time we came in he would be sitting where he usually would, in the living room of the lobby on his phone staring us down. When I complained about the situation to the morning girl at the front desk she said "Yeah, we always have problems with Ali." So this is nothing new I'm assuming. If Rita was an experienced Manager she would take care of the situation immediately and make sure a guest doesn't leave unsatisfied. Anyways, long story short DO NOT stay at this hotel. I am going to tell all my friends and colleagues about this experience and make sure they never stay there as well. I work at a Holiday Inn and the things he was telling me, I was shocked, just lying straight through his teeth. Please don't even let me get started with Jennifer, I don't even have enough energy to type about her, she is so rude, putting her finger all on our faces like she was ready to fight. Just stay away from this entire hotel, they need a revamp on their entire staff and management. The hotel also REEKED of weed, all on the first floor and in the elevator, we got high just walking through the hallways and I did mention that to BOTH Ali and Jennifer and they didn't say a single thing about it, they were more focused on whether or not we had masks on when none of their staff members were wearing any and when we asked Jennifer she said she doesn't have any and wouldn't let us into the hotel unless we found some. I have also filed a claim to IHG regarding this situation. I Have never in my life wrote a review before but from this experience, I...

My family and I stayed here this past weekend as we attended a family wedding in the city. The location was pretty good as it was right near the highway and easy to find and the gas station next to it proved to be pretty convenient for us as we did drive up here. The staff was nice and friendly too. Our overall experience wasn’t that bad but there were a few concerning issues we faced during our stay.

Firstly, one of the rooms we stayed in was a suite with a sofa bed. The night we checked in the room had been cleaned and everything looked fine but when we opened the sofa bed the sheets were dirty and had not been changed. We called down to the front desk and were told that we would have to come down to get clean ones because there was only one employee at the front desk which is understandable and we didn’t really mind as it’s a smaller hotel so not too many floors. However, after changing the sheets we left the dirty ones on the floor near the door for housekeeping to collect in the morning and they never took them. When we returned to our room for the night the next day housekeeping had not properly cleaned the room. There were still dirty towels in the bathroom, beds had not been made properly and the sofa bed sheets had not been changed nor had the dirty ones from the first night that we had to take off been collected. In fact, those dirty sheets stayed on the floor for the duration of our stay. Also, I saw someone else in these reviews say they noticed a strong mildew smell on the 2nd floor and we also noticed this.

The second major issue we faced was with the safe boxes. One room didn’t have a safe at all and the two that did would not open even after several attempts. We called down to the front desk and were told someone would be sent up to take a look and possibly replace them but no one ever came. Due to this we had to carry around our valuables and important documents with us all the time as we felt uncomfortable leaving them exposed in the rooms.

Overall, although our experience wasn’t completely horrible, unfortunately I don’t think we’ll be staying here again if we come back...

Good location. Enjoyed our stay for the most part and would recommend to others. Housekeeping should be a little more detail oriented as we found a pair of dirty white socks under the bathroom counter which we threw out. Only other issue was when the front desk clerk came into the dining room and made a very accusing comment to our group in regards to some kids who had been eating cookies in the pool area. As a result the pool had to be closed down for clean up. This was around 6-7 pm and I had checked the pool area only a few minutes earlier to have the girls from our softball team come to the dining room for pizza. Everyone ate their food in the dining room but none of them returned to the pool since we had to go to the ball park for a game. Understandable that it would be frustrating for the hotel and the guests in regards to the pool being shut down. I would suggest however, that the staff be reminded to be careful when assuming that certain guests may have caused issues. It is not right to accuse a group unless the staff was there to witness the occurrence. The pool was clean when I went to get the girls but there were other children that came to use the facilities when we left the room. I realize that some sports groups or families may not be as well mannered as others, but all of the girls in our group were well informed in regards to having good behavior, keeping noise levels down and to not eat or drink in non-designated areas such as the pool and exercise room. Keep in mind that your staff must use diplomacy when dealing with issues that arise. It is part of doing the job. People will not return if issues are not dealt with appropriately. We would stay again as we would not blame the hotel for one worker's lack of ethics and common sense. You may also want to do something to motivate happiness in your breakfast staff as they weren't very personable to the guests in the dining area Sunday morning. All the best to your establishment in the near future.

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