Holiday Inn Express & Suites Monroe by IHG — Hotel in Frenchtown Charter Township

⸻ Review for [Holiday Inn Express] – Monroe, MI (N Dixie Hwy Location) ⭐☆☆☆☆ Let me begin by saying that this location used to be my go-to whenever I needed a stay. Unfortunately, my most recent experience—especially post-COVID—was nothing short of disappointing for both myself and my partner. I checked in using my rewards points and, as usual, was upgraded to a jacuzzi room after a lengthy back-and-forth with the front desk and eventually the manager. Upon entering the room, I immediately noticed several issues: The television was not working The refrigerator was off The heat was not functioning (which is important to me due to anemia) The room phone was dead, forcing me to walk to the front desk repeatedly to report these problems Despite staying for two nights—one of which I paid for—none of these issues were fully resolved. Maintenance was called to fix the TV and turn on the fridge, but the problems persisted. The jacuzzi was also unclean, and I had to request cleaning supplies myself. When I asked for them, Nathan at the front desk questioned why I needed to clean it and why I wanted the heat on, despite my medical condition. Nathan offered to move me to another room, but when we checked it together, the TV in that room didn’t work either. I chose to stay in the original room, to which Nathan casually admitted, “We’ve known these different rooms have issues and just have not done anything about it.” The final straw came at checkout. I spoke with Samantha Stanchik, the manager, who flat-out told me she didn’t believe any of the issues I reported were real. After all the time I spent walking back and forth to the front desk and speaking with her staff, I was shocked to be essentially called a liar. She refused to offer a refund or even a discount and walked away after handing me my receipt. This experience was unacceptable. I’ve since contacted the corporate office, who have always been helpful in the past. I sincerely hope they take action and provide Samantha with the necessary training in hospitality and customer service. This will be my last stay at the Monroe,...

Finally received a bill!!! Amazing, that it only took 15 days to actually pry our bill from this hotel...

Check your bill very carefully and ensure you know exactly what you are paying before checking in!!

They will not give us a refund because my dtr declined another room at 2am.

Nonsense, would you stay in a hotel at 2 am after seeing 2 spiders in your room and the lady at the front desk telling you she had a spider fall out while she was folding clean towels?? Declining another room under these circumstances does not cancel out the ability to obtain a refund. We still don't even have a receipt. At first, her credit card was charged over $200.00, then because we called both the hotel and the customer service number twice, her credit card charge was changed to $150.00. Clearly something is not right here....

Do not stay at this hotel!!! Unless you like spiders! And zero customer service. My dtr checked in Mon at 1000pm. 1 spider in the bathroom but decided to stay due to being so tired. At 2am another spider in the bed!!!!! She went down to leave, was told she could have a refund. The lady at the front desk also told her, she was folding clean towels and a spider fell out so this seems a common occurrence for this hotel. Following up, no one from the hotel contacted her. We called customer service number, was told the manager would call within 48 hours-3 days later no one called. Called customer service again on Fri, was told no manager on duty and to call hotel again on Mon. My dtr was given no paperwork, no receipt, nothing, so called customer service and they gave us the hotel number so we could have hotel receipt emailed to us. Called that number (the actual hotel) and was told we'd have to call again and speak to someone at the front desk-absolute nonsense and clearly just giving us the run around. Zero customer service and spider infested.

My dtr just wants a refund for the room she...

Let me start by saying when I walked in the door I knew this was going to be bad. It was dirty, the rugs had debris on all of them, the tile floor had dried mud clumps and black marks, the carpet has quite possibly never been vacuumed and the furniture stained so horrible I would not sit on them. The desk clerk was no where in site and I stood there waiting and had to call out for someone. Upon that I was made to feel I inconvenienced them. I had to use the rest room in which I did in their common area and it had no toilet paper or paper towel. I can only guess by how disgusting it was as to last time it was cleaned. Then upon getting my room and opening the door the oder alone was unbearable. My bathroom I’m sure was not cleaned after last guest as my shower had hair and soap scum, my toilet had feces in it, and my floor was extremely dirty. I put a towel down and the dirt after it was disgusting. My bed when I pulled down the comforter had hair on my sheet and black specs. When I went down to the desk I spoke with the GM Alia. She was extremely rude. She acted as if I should be satisfied that I got early check in so I should be happy. No that is not how we handle this. She did nothing but run her mouth at me. Alia is extremely unprofessional so I should expect what I received staying there. She talks down to her employees also. Not quite sure how she got into management but someone made a huge mistake with hiring her. They did have a housekeeper come into my room her name was Jess she said she was head of housekeeping. Sadly there was no real difference when she left. She did not change the sheets you could see she tried to brush them off. She did not clean the tub or floor. She did clean toilet. I would HIGHLY NOT RECOMMEND this location to anyone! And if you run across Alia turn around and leave as she is the worst GM I have ever come across in all my travels or work related out of town...