Holiday Inn Canton (Belden Village) by IHG — Hotel in Jackson Township

The hotel is bright and clean. Our room was clean with a comfortable bed and comfortable pillows. There was plenty of parking and good lighting in the parking lot and outside of the hotel. We checked into the hotel after a very long day at around 1:30 AM. The gentleman behind the counter told us that a king bed was unavailable even though that’s what I booked on the app, which was not a big deal,things happen. I asked him why and his reply was I don’t know why they didn’t save one for you. I’m just the night shift. I explained to him the reason I was asking was because I booked online in the evening on the same day of check-in and just wondered if this was the reason it was unavailable. Again, his very flat reply was I’m just night shift. I don’t know why they didn’t save one for you. We then requested late checkout, he scribbled our room number and 1 PM on a sticky note. My husband and I had the conversation on our way to the elevator that the gentleman that checked us in also told the lady in front of us, a few times, that he was just the night shift as a response to her questions as well. We proceeded to our room. In our room after all was a king size bed. My husband went out to look for ice and could not find an ice machine on our floor. We attempted to go to sleep, but the guest on one side of us we could hear all of their conversation, the guest on the other side of us had a crying baby all night(those poor parents!). Again this was all after 2 AM. We slept very little and at 10:30 AM. housekeeping knocked on our door. My husband answered the door and explained to the staff we had late checkout, the person annoyed said what time my husband said 1 PM and the person walked away. We showered, there was no body wash in the shower. Again this in itself not a big issue. We went to check out at 1 PM and as the elevator doors opened and we were headed towards the front desk the lady was explaining to this old couple directions all the way down the hall. They both shuffled very slowly past us. At checkout, my husband asked where the ice machine was and sure enough, it was the same directions the lady had just given to the old couple. I took our luggage out to our car while my husband went to get ice in our cups. When my husband finally got to the car, he said how far away the ice machine actually was. I can’t imagine that old couple making it that far.

I realize a few issues above were out of the staffs control.

I work at a hospital. Communication and pass off of shift information is imperative to safe and excellent care. The dayshift must pass along information to the Night Shift for them to perform their jobs effectively. And turn the Night Shift has to pass along the information back to the dayshift and housekeeping at the end of their shift. Housekeeping is required to attend the shift change meeting, so they are able to be aware of any issues with a patient, such as if they had a bad night and need rest or if there is another patient care issue happening so the housekeeping staff does not enter to clean the room. This communication again is essential for providing excellent customer service and patient care.

I understand that communication between a hospital staff and hotel staff are different. However good communication is imperative in both healthcare and the hospitality industry. This communication is the key to the difference between a guest brushing off all the little things that are not big deals and those little things compounding and in turn receiving complaints and a less than five star rating.

It is unprofessional for the night staff to pawn off blame to the prior shift and claim ignorance of situations by the statement of I’m just the night shift. In addition, it is also poor customer service knocking on a guest door, even prior to the regular checkout time, even though the door has the do not disturb sign hanging on the outside of the door knob and had requested a...

Positive aspects: Room was large and comfortable with reasonable accommodations for the price, it was also clean and neat upon arrival. The food I had ordered using room service was excellent. (Dinner appetizers ). The check out staff member I had dealt with was wonderful and listened to my concerns with care.

Negative aspects: The pool was chlorinated to the point my children suffered red, painful burning in their eyes for almost two days after we left. But honestly, the most disappointing part of our visit was the service and quality of the restraunt the hotel has decided to affiliated itself with. I had booked the room with an added IHG promotion that included two free adult breakfast coupons. And THANK GOD I did. We walked in the deserted restaraunt, noticing a total of three other guests in addition to my family. We sat down, waiting to be assisted. A younger waitress greeted us, asking us what we would like to drink etc. We gave her out drink order and discussed how hungry my children were due to all the swimming they had done the previous evening. I am not kidding when I say we spent almost 15 mins waiting for 4 glasses of juice. Then, she wasn't able to find the menus and disappeared for another 7 mins. Finally, we get the menus and order our food. Then we waited and waited.... And waited.. and waited..... And waited. 45 mins passes... Then an hour. At his wits end, my fiance, frustrated due to hunger and the waste of our time, gets the waitresses attention and our food comes out 5 mins later. Ravenous, we dig in and I'm instantly forced into to a state of disbelief. The food was ICE COLD. The menu item we had ordered were waffles, eggs and home fries. The waffles were the kind you make at a ( free continental breakfast ) hotel which take about 3 mins each to make. The bacon was rock hard and dehydrated to the point it looked like it should be fossilized coral pieces, which indicates it was the frozen microwaved breakfast meat version. The eggs looked fresh, but again, they were ice cold. The home fries were also the flash frozen version. After we realize this, my fiance is FURIOUS. He calls the waitress over and explains his distress and asks if there is only one cook working today. She LAUGHS at him, a legitimate unfazed and real laugh! How did she think this was funny? I was ready to cry! My kids wanted to just go home and eat rather than eat the food we would have had to spend $75 for when we finally got the bill ( this was avoided due to our coupons!). The waitress apologized after realizing she really insulted us, but the impression she left won't be forgotten. We left, upset and exhausted from the experience, after spending almost 2 hours in a deserted restaurant. Upon checking out, I spoke to Glenn , the front desk employee and he honestly made my day. He apologized and listened and you could tell he was being genuine. I felt better after speaking with him but all in all, I feel like I had spent entirely too much money for the treatment and accomodations I had received in return. Definitely explore your options before staying here, especially because the staff feels that they can treat you with less respect and urgency because there are only a few guests occupying the hotel at the moment. I usually never leave a review, this however was such a disappointing stay ( we were celebrating our daughters 7th birthday ) that I needed to bring this to...

The staff at Holiday Inn Belden Village was super nice and friendly. The hotel was located very conveniently near a variety of shops or eating places that you would desire to go to. I stayed in the same hotel in a different room for four days before moving into a suite to give more room for my family and it wasn’t as nice as the smaller room. The suites were located way down two separate hallways, so it took a while to get to them with all of our luggage and all of the hallways seemed to smell like a skunk (marijuana.) I think some air fresheners need to be supplied in the rooms and maybe have someone spray some room spray in the hallway or something also. The size of the room was awesome and spacious, but the air conditioner could not keep up with the size of the room. If I even opened the blinds, a crack, the room would take an hour to cool back off. The air conditioner was very noisy. turning on and off, and I couldn’t get the fan to stay on. The bathroom was dirty and had bugs and soap scum on the floor. The door to the room would slam super loud and I never had these problems with the other room. The shower nice, was super hot and very comfortable, but there was no vent in the bathroom to take care of the steam quickly, nor were there mirrors anywhere else in the room, even though it was so large. (Our other room had three mirrors in it so that you could get ready in different areas after taking your shower.) The breakfast was good, but was very confusing. The restaurant should have up signs to tell people the following:

1-You need the coupons from the front desk in order for your breakfast to be free

2-Even though you enter with a family at the bar, the breakfast is served in the back of the room on the right side.

3-There is a buffet set up, but you don’t realize it’s there because it’s behind a wall so you feel like you’re going into the kitchen.

4-There are actually waiters there that can make food to order like pancakes, waffles, and omelets, which are included part of your free breakfast, but there are no signs telling you about this.

5-You seat yourself. We waited at the front for several minutes, trying to figure out where to go.

6- it comes across as rude if you do not leave a tip for the waitress, even though you may choose to get your own breakfast from the breakfast bar.

7-I did not see any pitchers of water or juice, or drink machines to where you could get your own drinks so the waitress needs to bring you those.

All in all, the hotel was very nice but the suite rooms don’t seem to have sufficient air-conditioning units to keep them cool and they’re located so far away from the other rooms that they don’t seem to be cleaned as often. I don’t know that I would stay in this hotel again. The close proximity of the hotel to other places didn’t outweigh the negative parts of...