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

My wife and I were staying here for a wedding party. A shuttle was reserved for the wedding to go back and forth from the venue which is roughly 5-10 minutes away. The ceremony was at 4, the reception began at 5. We drove to the ceremony from the hotel ourselves, and then after it concluded (4:25) we drove back to the hotel, we arrived at roughly 4:30. This is when I asked the man working the desk when the shuttle would arrive. He answered, "Any minute now". I waited 10 minutes, the reception to begin now in just 20 minutes. I ask again, where the shuttle is, once more I am answered with "Any minute now". No eye contact, just a short breathed answer. Now as we approach 5:00-5:05 I am pacing the lobby awaiting the shuttle-we're missing the reception. One of the ladies that was present in the back room came out to the lobby and called the shuttle driver, she was swearing up a storm about when he'd be there. She told us 8 minutes away after disconnecting, it was another 15 minutes. When the shuttle arrived, out poured several Spirit Airlines employees. In the middle of, and arguably the most important time of the wedding shuttle times, management directed the shuttle to pick up Spirit employees from the airport-which is 15-20 minutes away. The shuttle was PAID for by the wedding party, this was a rented service that was being used to fulfill separate obligations by the hotel-presumably due to poor management. If it were my pockets that paid for the shuttle service for the wedding-I'd be requesting a full refund. I was supposed to be a part of the reception, and almost missed it completely due to management using the shuttle that was rented for the night to fulfill other contracts. VERY POOR MANAGEMENT. This was made worse by the hotel staff swearing openly in the lobby on the phone with the shuttle driver who was only trying to do as he was told to do by management. This was intentionally painting a picture that it was not management to blame, but the shuttle driver. Shame on this hotels management, corporate really should step in when these issues happen-it is unlikely we were the first people to fall victim to poor management at...

Our profile is very specific regarding our room preferences. As a Diamond Elite/Spire Member, we feel that our loyalty to the brand should be reciprocated by their loyalty to us. We stayed here on a Sunday night, a day of the week that is usually not a busy night for hotels. They did not give any recognition for our status at check in and seemed bothered to have to deal with us checking in. The person initially helping us was new, and she needed to call her manager for help and that manager was very unfriendly.

We requested a room on the highest floor. They had us on the first floor. We asked for the highest floor and they moved us to the 3rd floor, (only to discover there are 4 floors...sigh...). OK, we are tired and our timeline is tight so ok. 3rd floor it is.

The room was not clean. We have always, even pre-pandemic, traveled with Lysol wipes. Good thing, because the nightstands were not clean. The alarm clock and the phone were covered with dust. There was hair on the ledge under the bathroom mirror. So, I cleaned it all myself. Yes, we chose to stay. We were running late and it was easier to clean it myself than move. Plus at least this way I knew it was clean. We had checked the bed and it was good, clean and no bugs, so at least there was that.

The bathroom floor was bad. Very bad. I will upload photos.

On Monday morning we went downstairs for breakfast. Had to request eggs be restocked, but at least the breakfast person was very nice. Made coffee, took it to a table, back for napkins and when I returned there was a roach on the table. Another guest saw it, too. So, ya....

Asked for a late checkout at the desk and was told OK, noon. She wrote it down on the list. I saw her do it. Good thing the security latch was on the door because at 11:15am a blond housekeeping lady came bursting through the door saying CHECK OUT IS AT 11!!!! YOU NEED TO LEAVE!!!!!!

Don't stay here. We wanted to be close to family, but this property is definitely one to skip. Next time I'll do the drive and stay at another property. It was...

I came here with my family on (02/23/23 & planned to stay until 2/25/23) due to our power being out at our house from the storm. We checked in around 3:30 pm & then the power went out a little before 7pm at this hotel. There was no communication from staff regarding what was going on, no emergency lights, no generator, just pitch black & freezing. We were on the fourth floor with a 10 month old baby & had to keep going up & down the stairs (using our phones as flashlights) to ask if they heard if DTE had any updates about when the power would be back on & ask for extra blankets. The staff never checked on us or offered anything, we had to literally ask for extra blankets because it was freezing in our room. There were people struggling to make it down the stairs due to having wheel chairs & oxygen tanks. My 14 year old daughter tripped & almost fell down the stairs in the dark. We constantly got the run around from staff each time we inquired about the power & ended up staying the whole night (hoping the power would return) since we couldn't go home anyways. We checked out early the next morning (before 6 am) so we could get at least some of our money back (according to the staff that was at the front desk that morning). The phones are still not working & we have not been refunded as of yet and today is 2/28/23. We had to go to another hotel because this one could not provide basic necessities for their paying customers. I know the hotel staff can not control power outages but their communication & hospitality skills are lacking. If I would have knew that they had no generator, I would have never booked here. For now on, I will ask if the hotel has back up power or a generator...