Holiday Inn Express Adrian by IHG — Hotel in Madison Township

The staff at this location was phenomenal and the reason I didn't give you 3 stars! I stayed in the suite the 24-26th to celebrate Christmas with my daughter and her family. Our first Christmas without my husband, since we lost my husband unexpectedly in March. I wasn't expecting perfection, but I also wasn't expecting to be this disappointed!

There are many good things about this hotel! First and foremost, the amazing staff! So polite and helpful, they represent your company in a wonderful manner, and I hope that you know what an exceptional asset they are to your business! Second, your breakfast is by far one of the best ones I have ever personally experienced! Third, the overall cleanliness of the property was fantastic!

As for the disappointing things, I'll start with the main reason we booked our stay with you specifically.... the pool! I wanted a pool to be able to splash and have fun with my grandchildren, it was my only must! And while I did get a nice and clean pool, I wasn't happy to find out that it was ice cold. I never asked for the specific reason why, it honestly didn't matter!

Our suite was beautiful! We were pleasantly surprised to find 2 queen beds! The bathroom was big and bright and the in room amenities were nice. I'm very familiar with the 2 step temperature safety controls that this shower faucet featured. But never was able to achieve the level of hot water that I was looking forward to. The super industrial fan in the bathroom prevents the ability for a steamy shower as well! The kitchenette area could use some attention! The refrigerator is extremely loud and in need of repair. The microwave was missing the entire piece that goes below the glass tray making it rotate, and the faucet at the sink had a significant calcium type build up which caused water to spray everything nearby. Also, the dispenser in the shower of personal hygiene products had the same product filled in both the shampoo and body wash.

I realize that my "complaints" are mostly trivial things, but when added up and compared to the cost, it just felt frustrating! And as much as I want to be upset, we were able to do the biggest thing we wanted to, which was be together to celebrate our first Christmas without our...

My daughter attended college the last four years in Adrian so I have stayed in this hotel many, many time. Until the last two weeks, the hotel was always a pleasant experience. The manager Lindsey always went out of her way to get to know you, and make you feel at home and well taken care of. This manager has now been reassigned to manage other hotels while still maintaining manager relationship with the Adrian location, however, since she has been away the hotel cleanliness and customer service has sorely deteriorated. Over the last two weeks, they had a computer glitche that kept rejecting my totally good credit card and once the bank stated they were not even receiving the information, they somehow managed to get the card through....the toilets were backing up....the sinks were clogged, there were what appeared to be blood stains and dark dirt marks on the curtains and the hand towels - these had to be sent back and replaced. Furniture was torn and frayed. There was dirt and dust in the room. and bad smells. A faucet fell off in one of the room my family was staying in for graduation. The rooms (we had three) were not all cleaned every day. The staff was rude about what they were told. They had trouble with what they mistakenly thought was an online cancellation and other credit card processing issues. It was just one thing after another. Housekeeping staff was loitering and talking rather than cleaning. The general manager Jamie and the day manager were rude and not friendly or accommodating once there was an issue raised. The hotel offers a discounted rate to parents of Adrian college students and references were made that people that were there under that rate were not given the best rooms or service. I will never stay at this hotel again. I'm sorry Lindsey was not there because she would have addressed the problem and not say that "they didn't care if I filed a complaint". This is the second time I have tried to file this complaint. the first time it was rejected - I am assuming it won't be...

Our stay was bad. We arrived at 4:45 and were told that the king bedroom we had confirmed was not cleaned and there was nobody available to clean it. After searching for a good 10 minutes or so, she found my wife and I a 2 queen room. Meanwhile, a gentlemen checking in with the other clerk was being offered his choice of a king on different floors. I was told their king inventory showed "negative 1 and you are the negative 1". The property is showing wear and tear and the the lobby smelled heavily of cleaning solution as if something were being covered up. In the morning I went to shower and found gobs of pink hair, 8 inches or so long in several spots in the bath tub. It was clear that this was not a minor oversight, but rather a complete miss on the housekeeping staff. I called the front desk to see if I could get a clean room t shower in, but the call bounced to voicemail. I got dressed and went to check out. I told the front desk clerk that I wanted to speak with a manager. He said that there was no manger present, but he offered to call her. I told her about my problem and she said: "I'm sorry you had a bad stay." Unfortunately, I responded with a four letter word expressing my frustration at not being able to shower before work. She then said: "I will not listen to you curse. I apologize you had a bad stay. Have a nice day." and proceeded to hang up on me. Classic management technique of transferring responsibility. Apparently, you forfeit your right to the clean, sanitary room for which you have paid, if the manager doesn't like your verbiage. I waited a couple of days and emailed the manager with pictures of the hair and expressing regret for my choice of words. No reply. I waited 10 days and contacted customer care at IHG telling them the story and offering a copy of the email as well as the pictures. Two weeks later and no reply. Not only was it an awful stay, but I am shocked by the lack of concern and response by both local and...