Holiday Inn Detroit Northwest - Livonia by IHG — Hotel in Livonia

Update - This continues to get worse, the hotel charged an $34 dollars to my credit card for no reason, I called the hotel I was told that they made a mistake and they would reverse it immediately and send me a bill right away. It has been couple of weeks nothing happened, I filed a credit card dispute to get it back. Incompetence at its core!

Horrible experience. Our family chose to stay at - Holiday Inn Detroit Northwest Livonia as we were celebrating one of the most important events in our life. The customer service we received from the hotel front desk was subpar and completely unacceptable.

We arrived at our hotel late on April 28th and received a late checkout till 2PM for being a Platinum member – Thank you!, We had a lot of luggage to haul, the hotel luggage cart was not available, I asked the front desk politely, the response I received was to go search and figure it out, I asked politely where I can go find it and I was told that she had no idea and you need to go to each floor and look for it. I completely understand it might have been a busy time, I had to haul all my luggage without one. No big deal

The toilet flush in the room wasn't working, we called the front desk to inform, we were told to hold the flush handle and learn to use it properly and was hung up, we called again a bit later, the hotel came in to check confirmed it wasn't working and asked if we needed a change in room. We said yes, we were asked to take our luggage and wait outside the new room and get the keys after (We were not given keys for the new room prior). Huge inconvenience but we understand things happen.

In the morning our key cards stopped working and we let the front desk know, we were told to learn to use properly, after going back and forth a couple of times to the room up and down on 4th floor, we had to record a video and show the front desk to make us believe that they weren’t working which is when the front desk believed us and walked to our room to confirm the key card reader battery had a discharge and it will take a while to fix. (This was around 9:30am), We were asked to take our belongings and checkout. This is completely unacceptable and we were hosting a big event nearby and it was one of the most important days of our lives and we couldn’t even take a shower and get ready, we had to leave to find another hotel to get us ready and were delayed, the event was ruined as we were hosting it.

I am an IHG Platinum Elite Member, and I have been loyal member of your chain for more than 10 years and this is the worst experience I have had from...

Incredibly personable and friendly staff. They make you feel very welcome! And they are extremely accommodating.

I especially commend the manager and his staff for their letting us have a late check out free of charge. My father had a medical emergency, and EMTs had to come.

He didn't need to go to the hospital, but we obviously were having a hard time checking out on time because of the situation.

I don't want to say exactly how many extra hours we were given, but it was a very, very generous amount of time.

And there was no hassle or fussing about the extra time we needed either from staff or management.

In fact, they offered prayers and asked how he was doing several times.

So yeah, very good manager and incredible staff!

They have a very high-quality breakfast. It's the basic fixins, but they're done well. And we never once had any issues with bringing food up to our room for people who were too tired to come to breakfast.

Breakfast is served within the in-hotel restaurant called Blume.

Very nice seating and ambiance! Though, we never did end up dining at the restaurant during serving hours. Hopefully next time!

The pool is warm and is a pretty good size! And the hot tub is of course very hot with nice quality jets.

We brought our Shih-tzu with us, and again there were never any issues or fuss about having our dog.

Granted she's an extremely well behaved dog.

Again, super friendly staff!

The price for the dog is also really great! Unlike some hotels who charge per day, here it's just a straight $75 fee for the entire reservation. We stayed a very long time so this saved us a lot!

And there's a large field right outside the main entrance with grass to take your dog out potty. As well as various other grassy patches around the building.

There's a Mall with a Phoenix Theater, Wallgreens, Red Robin, and more within walking distance.

And not to mention the hotel was EXTREMELY clean!

And it had a very inviting and loungy/business sorta lobby. Meeting tables, couches, a tv, outlets. Very nice.

As well as a convenience bar by the front dest with snacks, drinks, and frozen dinners. You can have them charged right to your room which was super convenient!

Anyway I've blabbered enough I think lol.

Basically, if you're staying in the area, this hotel is one of the best prices and values. Even compared to lower end hotels. Especially if...

My mother stood up at the breakfast we hosted the day after our wedding, and apologized to everyone who had stayed at the Holiday Inn. There was no shortage of problems over the course of the weekend, which required my constant attention and interfered with my final wedding preparations.

I booked two blocks for my May 3 wedding. One for our domestic guests to reserve for themselves, and one block that I fully paid for, for guests from out of the country. I worked with the sales manager to arrange the out-of-country guests' rooms. I am mortified and humiliated by how my guests were treated. My mother-in-law and father-in-law were locked out of their room by staff, and told they needed to pay money to get their bags back. I had to go over to the hotel and show the email proving they had a reservation. Over the course of the weekend, I got several calls a day from guests that were having trouble checking in due to missing reservations. My brother-in-law was told his reservation didn't qualify for housekeeping. Numerous guests paid for the $10 breakfast, only for the majority of the food options to be out. There was construction going on, despite their website saying it would be done by the end of April (see screenshot).

The worst part, however, was the attitude of the staff. I interacted with staff during my visits to the hotel to sort things out, and the conversations I overheard while on speakerphone. The staff was condescending, snippy, and dismissive. They lack any ability to problem-solve. and are unable to ask clarifying questions when something isn't obvious to them. More than one said "well how was I supposed to know that" when I showed them that I had a reservation through the sales manager via email.

My mother had gone to do a tour of several local hotels before we chose Holiday Inn. I thought that we had made a safe choice. As a host, I am so embarrassed that my in-laws and other guests were...