Holiday Inn Express Marshall by IHG — Hotel in Marshall Township

Upon arrival everything was nice, staff was friendly and the kids had fun in the pool. When it was time to settle into our suite I pulled out the couch for our kids and my youngest pulled out a vape and a beer cap underneath the cushion before I pulled out the bed. I went to the front desk and was only offered 20 dollars off my room for the “inconvenience”. The front desk signed me up for their rewards program and said he gave me points which I never received. After returning to the room and trying to utilize the rest of our suite, we discovered our second TV didn’t work. After trying to troubleshoot it myself hoping to avoid going back to the front desk, I had no luck. I went down and spoke to Kaitlyn, she was as helpful as she could be in that situation and informed me what time management would be in in the morning. We tried to get rest but I still made two trips to the front desk once at 3 and another at 5 to politely ask the room above us to quite down. They were so loud they rattled the things in our room. I waited until 7:30 and spoke to Farrah who was very helpful and informed me that the GM would be in at 8. We ate breakfast while we waited, which was very good. I approached the desk a little after 8 and waited for the GM to figure out her computer system. She then came back and told me that 20 dollars was all they could do and was very snotty. She tried to tell me there was no reason why I shouldn’t have gotten any sleep because it was an older gentleman above me. Which was definitely far from the case. She argued with me and I have never in my life seen such poor customer service. She had no intentions of making it right. We checked out early at 8:30. I will never stay at this location again. I don’t recommend staying here. Unclean rooms and the worst...

I have stayed here twice this month because of business. Both times have been horible. The first time I checked in I was given a room that had been smoked in. I went to the desk to ask for another room and was offered nothing for the inconvenience. I was not offered a upgrade even though I am a platinum elite member. I have never been reconized by this hotel for being a platinum member or offered upgrades either time I stayed here. The room I was given was average, but the bed made noise everytime you moved. I was on the second floor and could here the guest above everytime he got up and moved around. For my second trip I returned with a coworker. We tried to check in early on lunch, but were unable to. The woman at the front desk shot us down right away with out even checking to see if any rooms were ready. I knew they did not have to let me check in early, but other hotels have if roos are ready. She acted like I was a fool for even asking. I booked 2 rooms and had them put 1 in my coworker's name. Both rooms were the same price. My room had two queen beds his had one. I ended up switching rooms with him because he had his family with him. The room I moved to (215) was a joke. They should be ashamed to rent this rom out! The room is small because it has the elevator running through it. Other Holiday inn Expresses have used this space better. They use it for storage or laundry space, or tear down wall to make room next door bigger. They are just trying to squeeze extra money out of the place. In the week between my stays, I stay at another Holiday Inn Express that was far better...

Arrived a hotel to learn the elevator was out. Went out the day before or reservation.

We had requested a top floor and were assigned the 2nd floor because of elevator issue. My wife is in a walker and could not get to 2nd floor. We were reassigned to the 1st floor. We were also told that if we had paid for the room vs points we could be moved to the hotel next door but as we were on points we would have to stay in Marshall. I was not offered a change to another holiday inn.

Room was not cleaned well. Some mold around the bath tub, My wife asked for some bleach and was given it. She cleaned it us herself.

When checking out I asked for a receipt and was told they could not give me one as we were on points.

Internet did not work when we checked in and was told it always goes out. It did come back later.

Upon getting home I noticed that I was charged. I do not know why but suspect an accomodation fee of some kind.

I had stayed for 2 nights in December and was happy with my stay and service received. The hotel has gone down hill since then, Not clean and poor service.

I was booked for a follow-up reservation at this hotel for our return trip which I cancelled. I would not return to this hotel.

I have been staying at holiday inn and on the IHG points program for over 20 years

I have never seen a hotel go down this fast.

as a final point I was never recognised as a points member at any time in this hotel. Not...