Holiday Inn Express & Suites Detroit North - Roseville by IHG — Hotel in Roseville

I was deeply disappointed during our visit to this hotel. We had stayed at the previous Holiday Inn Express less than a mile away many times over the last 25 years. It was time for a new updated hotel, so we were thrilled when a new Express was being constructed. While the hotel and the rooms were "newer", the construction was obviously poorly done. You can see it in the finishes around the hotel and in our room. The rooms aren't even complete. The safe in our first room didn't work. So they moved us to another room a few doors down and that didn't work. When speaking to the front desk personnel, they didn't know how the safes work. Then we determined the safes were just placed in the bottom of the closets - they weren't even attached to anything and they were not powered to work!!! You can pick them up and leave the building!!! Then one of the front desk attendants told me someone had picked one up and threw it out a window! So they obviously knew that these were not working and not installed properly and they did nothing about it. I explained this to the desk staff and they were clueless - although they thanked me for the input. Common areas, especially floors, carpet and walls near the back door and on the stairwells looked like they had been there for 10 years - not 7 months. Dirty, filthy and marked up. On Sunday morning, there was a trail of blood inside the door onto the carpet all the way down the hallway. Wasn't removed until much later in the day. How clean is that? In the first room we were given, there was a used face cloth hanging over the shower door. So much for a clean, disinfected room in the midst of a pandemic. Once we were moved because of the used face cloth and the non-working safe, we found that the soap dispenser in the shower was not secured, nor was the lower shelf built into the wall of the shower. It was loose and ready to fall off. Really shocked that the construction was so shoddy and they opened the hotel anyway. There are very few hotels on the east side of the Detroit suburbs where one can stay and feel they are in a clean and safe place. Unfortunately this new HI Express doesn't fit that description and has fallen way short of our...

Upon arrival we were issued a room with a king bed. Returned to the desk and said this might be an upgrade but it doesn't suit our needs for 3 adults, we need what we booked, 2 queen beds . Morgan at the desk found us a room right away. After 3 trips back to the desk because the keys wouldn't work she gave us the room across the hall. We went for supper and came back to discover there was no night shade on the window, looked like it had been removed but the roller was still there. She said the lock had been fixed on our room across the hall so we moved back while she waited. Before she left we tried our keys which didn't work so she went and got another set which still didn't work. She moved us 2 rooms down the hall and the keys worked and the room was OK. She was very frustrated, asked if we were Rewards members and promised us some extra points for our inconvenience. At midnight our daughter woke us up and said someone has been trying 3 different times to get into our room. She talked to them through the door and said this room is taken and they need to go back to the front desk. About 5 minutes later the phone rang then stopped. She called down to the front desk and said right away they never called. She said someone has been trying to get into the room. The man at the front desk was rude on the phone and she told them all he had to say is we're sorry, which he did. When I went to the front desk the next day I showed the clerk my ID and asked what room I was in and she said 414 and I said no we were in 411, so she changed it on the file. I suspect Morgan forgot to change our final room and I suspect some security feature on the key system prevented someone from entering the room at midnight. Perhaps that was why no keys would work on room 414 (across the hall as there may have been a set already signed out). Anyways the rest of the weekend went OK, and except for Morgan, it seemed like no one really cared about our inconvenience. We never saw any extra points either. Most problems are a result of poor management and their ability to train employees properly. Probably won't...

I was deeply disappointed during our visit to this hotel. We had stayed at the previous Holiday Inn Express less than a mile away many times over the last 25 years. It was time for a new updated hotel, so we were thrilled when a new Express was being constructed. While the hotel and the rooms were "newer", the construction was obviously poorly done. You can see it in the finishes around the hotel and in our room. The safe in our first room didn't work. So they moved us to another room a few doors down and that safe didn't work. When speaking to the front desk personnel, they didn't know how the safes work. The safes did not have power, so the front desk should have known that these were not working properly. I explained this to the desk staff and they were clueless - although they thanked me for the input. Common areas, especially floors, carpet and walls near the back door and on the stairwells looked like they had been there for 10 years - not 7 months. Dirty, filthy and marked up. In the first room we were given, there was a used face cloth hanging over the shower door. So much for a clean, disinfected room in the midst of a pandemic. Once we were moved because of the used face cloth and the non-working safe, we found that the soap dispenser in the shower was not secured, nor was the lower shelf built into the wall of the shower. It was loose and ready to fall off. Really shocked that the construction was so shoddy and they opened the hotel anyway. The exterior of the hotel is also not very appealing. The landscaping is sparse or not complete, and the parking lot had a lot of garbage and debris accumulating. There are very few hotels on the east side of the Detroit suburbs where one can stay and feel they are in a clean and safe place. Unfortunately this new HI Express doesn't fit that description and has fallen way short of our expectations. For the record, I had other specific comments that IHG would not allow me to post in my review related to cleanliness, so this is the 3rd time I have submitted...