Holiday Inn Express & Suites Rochester Hills - Detroit Area by IHG — Hotel in Rochester Hills

Just checked in. Did not have my handicap accessible room. They gave it away to someone else. Olivia the operations manager was very rude and said it wasn’t the front desks fault. I booked it on line a month ago. She told me if I didn’t accept the room we could go somewhere else. Thank you for blaming everyone else but your self. I love how you threw your fellow employees under the bus. You accepted no responsibility. Nor do you have any training to learn how to accommodate people with disabilities or any sensitivity to them and how important it is to have a shower that makes you feel safe. I only apologized so I didn’t have to try and find another hotel 8 mil an away. And thank you for being sensitive to me when you told us that you could “walk” me over to another hotel. Again, I am disabled and I have two incomplete spinal cord injuries. I really should be in a wheelchair. But fortunately for me, I have had a great support system over these last 4 years after 1 c-5-c7 and one t-4 spinal cord injury. I have have 1 neck surgery and 4 back surgeries to get me where I am today. So that you for pointing out to me as I was meeting with you, to point out how much I was struggling to get up out of the chair. You said to me” look at you look how upset you are” Gesturing with your hands in my direction as I was trying to stand You tried to use my disability against me . “Look at you, look how upset you are. Yes. I was very upset you told me you heard both recordings. You said you knew about the one that I left on the corporate call line and the other one that was on an employee’s personal phone the night before when Olivia was trying to cancel my reservation because of you giving my room away to someone else. She recorded my conversation without my permission. That’s against the law and an invasion of privacy. You had no right to record me. Holly an Iva both tried to through fellow employees under the bus and blame the operators on the phone from reservations. I booked it online on your website. And I remember yes, you did say that it was my fault because I didn’t call the hotel directly because they(the sales reps) will tell you anything to book the room. They can’t see what rooms we truly have or what is available. I don’t need your apology. Yes I was upset. I was loud and yes I did raise my voice. Maybe next time you shouldn’t be talking to me and recording my conversation on an employees Personal phone and put me on speaker phone. You recorded the conversation without my approval. You told me you listened to both recordings. You broke the law.

You told me it was my fault because I did not call the hotel directly. You agreed that there was no way that I would know that. You was telling me for next time because the reservations people will tell you anything to book the room. You were very clear. You blamed me for not talking to the hotel directly. It’s on your website the number to call. How am I supposed to know that is not the hotel. And you if you were sold out that’s your company’s fault. Which you are part of. And as the General manager and Operations manager, Olivia, that is your job to watch that and make sure your guests are not inconvenienced. But it’s always easier to blame others. I hope your team mates and your corporate office really appreciates the fact that neither of you accept ownership of your job.

I booked it on the 19 th of April. You didn’t keep up with the reservations and...

For personal reasons I have a habit of requesting hotel rooms that are on the first floor near an exit. I typically make that request when creating a reservation then by calling the front desk first thing on the morning of check-in. We have been staying at this Holiday Inn Express & Suites Rochester Hills - Detroit Area once a year for the last five years and they have been 100% accommodating with my room requests. Not this time. On the morning of our most recent check-in, April 8 2023, a staff member confirmed over the phone they indeed had us on the first floor near an exit. But around 6:30 PM I entered the hotel’s lobby for check-in and found otherwise. The lobby was empty except for one person sitting at table huddled with her phone and a plate of food. She looked, sounded, and acted disgusted at seeing me then sluggishly made her way to the front desk to check me in. I normally like to engage in pleasantries with strangers but I sensed this staff person was not at all in the mood so as she checked our reservation details and programmed the door keys, I pretended to fumble with my wallet and phone. When she handed me the door keys I immediately noticed they were for a room on the third (top) floor. I told her that another staff member had that morning confirmed we were indeed on the first floor near an exit, to which she replied “well I wasn’t here this morning” and there was nothing she could do. I realized this person could quickly escalate so not wanting an altercation, I just took the keys. Then I was further disappointed to find our room was smack in the middle of the building and the absolute furthest from any exit. The news that a person is not getting what they expected is really not the point here—it’s how that news is delivered, and in this case it was really, really disturbing. But sadly, we also noticed this Holiday Inn Express to be in decline in other ways as well. hat were really nice, well-kept rooms five years ago have declined with peeling of room trim, hallway carpet tiles upturning and questionable cleaning practices (one of our bath towels had a very noticeable brown splotch on it). The previously really well done and delightful breakfast has also significantly sunk. The coffee bar is not attended and its white counter top is decorated with dry coffee drip stains and looks disgusting. The little waste hole to dispose of wrappers and coffee stir sticks is clogged and only artificial (yuk) coffee add-ins are available. I witnessed an empty-handed staff person (other than holding her phone) walk over a dark red piece of trash on the light-colored floor in the breakfast/lobby area. The waffle machine was broke. The fresh fruit looked completely unappealing. On a good note they still have Chobani yogurt (yay!) and the pre-made, aka pre-manufactured, cheese “omelets” were warm and not excessively salty. Sad to say our last overnight stay, 4/8 to 4/9 2023, at the Holiday Inn Express & Suites Rochester Hills - Detroit Area, will...

I have never in my life had a worse experience at a hotel.

I originally scheduled for 1 night. Due to an impending snowstorm, I drove in a day early and extended to 2 nights. I called ahead and when I arrived, I told the front desk staff that I had extended my reservation. I asked if I could have the same room instead of swapping in the morning. They said it wouldn’t be an issue. The room was beautiful and the people were nice while I was physically there. I didn’t suspect anything weird while on site.

Until I looked at my statement and saw they charged me for 3 nights!

Over the following weeks, I spoke with the IHG call center team several times, was given a case number, and was promised a call back. That call never came. I called again today and was told they would not be correcting their error.

In desperation, I called the hotel directly to discuss and was told that the “system doesn’t lie”. I finally gave up explaining what happened and said I’d dispute with my credit card company. The manager said “Well ma’am, you’re on a recorded line and that’s credit card fraud, so good luck with that!”

I’m mind boggled. This is a beautiful hotel but management is a nightmare. This is theft.

Updated 12/24/2024: The response from hotel staff indicates I had two reservations. I never asked for two. I asked to extend my one reservation by 1 night. Again, I did not authorize a duplicated reservation, nor would I have had any reason to as I am 1 person. If IHG chooses to review the call log, it’s dated Sunday, 12/01/2024 3:20 PM EST.

What’s unfortunate is that I supervise a team that’s performing a 3-year project out here. Cumulatively since July, we’ve spent ~45 days at this hotel. (Although was my first visit, personally.) A mistake is a mistake, but I feel the member of management has been committed to misunderstanding me. I’ve removed this hotel from our list of approved locations and will not be authorizing further visits to this location.

Luckily, our company is in a position to eat this cost since it’s apparent we won’t make meaningful progress with IHG. But a lot of people and small businesses aren’t in a position to give away $145 for an administrative error.

I guess my recommendation is to be aware. Check your statements. It’s a lovely hotel but be aware and check your statements. Be prepared with data and details because if there is an issue, it will not be...