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

Horrible experience. My Hubby and I checked in the Holiday Inn Express looking to enjoy our anniversary weekend. We booked room 302 The suite with the jacuzzi. Needless to say after 4 hours of NO HEAT and staff members that are extremely unhelpful and acted oblivious to our concerns. We explained that one area of the suite has/ had heat until that stop working. The room got colder, colder, colder with the wall units blowing out cold air. Anthony told me they were Booked and it was nothing he could do- along with the other clueless sharing the shift with him. We asked for maintenance and asked for them to contact the General Manager he said he had been trying to call them and but no one was answering his calls. He said he didn't know what to do besides we wait until 11pm when the shift manager comes in. After 4 hours I realized we were just getting the run around we decided to check out as we could not stay in a hotel room with NO HEAT. I demanded our money back and Anthony mentioned he cannot authorize a refund even though we had no heat. I expressed I was extremely frustrated I cannot stay here in this room with no heat. Now, after reading the reviews the complaints ARE TRUE! This has been by far the worse expensive ever at a holiday in express. Clearly you'll have made NO IMPROVEMENTS. I wish i had read these reviews before booking a reservation. There has been no improvements. The customer service doesn't exist, they are not helpful. You'll are very aware of the hvac being faulty and yet you'll just keep taking people hard earned $$ by rebooking that suite knowing that the HEAT doesn't work. We had to check out bc i refuse to stay in a room with no heat, I didn't pay $200+ dollars to freeze at the Holiday Inn Express. I want my money back.

Responding to Lana Powell.( 2/18/25) First, My name is not Natasha Mosley. Second, I've yet to receive a full refund. Third, The Issues with the snow outside(There was no storm) has nothing to do with the heat not working. Judging from past reviews clearly it is an ongoing issue there with the HVAC- you guys haven't resolved and just make up lies and excuses for such shit service. Fourth, Not ONE single person Mgt, Front desk clerks, housekeeping, or YOU reached out while I was there to assist with NO HEAT. Your staff said NO ONE ON MGT OR Maintenance was answering ANY of his phone calls. I know it's true because when i called I was left on hold- eventually hung and continued call after you'll were screening my calls and didn't answer a paying CUSTOMER. Now you want to lie and say a storm impacted ONE ROOM- NEGATIVE. No one else complained of NO HEAT. The hotel was BOOKED - It's odd that it was just ONE room impacted. You'll never be able to make it right with me so long as you continue to lie about what's actually happening there. If people complain then they do if they don't then you'll will just keep renting rooms with no heat/ air. It's a shame because it's such a very nice hotel. The staff + Mgt are the real...

Poor customer service and very rude concierge. Booked for family safety due to ice storm power outages. Chose this hotel based on pool amenity and positive past experiences with other Holiday Inn Express hotels. At check in was not notified pool wasn’t working. Asked shortly after when would be available and told in one hour. Asked again in 3 hours and told would be open soon. At 9:30 pm waited at front desk for 10 minutes and no one around, then a concierge carrying a bucket walked by in the dining area and he asked if I needed something. He didn’t come to me I had to come to him. I asked if the hotel would be compensating guests who booked with them because they offered a pool that was not available. Told him I would have not completed check in if was informed no pool available and would have gone somewhere else. He asked where I would have gone and I said a hotel with a pool. He then walked away to set down the bucket and came back and was very rude to me saying that everyone had been affected by the ice storm and they we’re working to fix the problem and would keep it open after pool closing time to allow people to swim. Then pointed to the maintenance man an said the he was working to fix the pool when he should be home with his family . I told him I didn’t understand why he was talking to me so rude because I didn’t complain and understand that there was an ice storm but explained that if I knew from the start I would have gone elsewhere because we paid for the amenity of having a pool. I told him I was just asking and didn’t think he should have been yelling at me. It was an awful and embarrassing experience. I could understand if I was yelling and arguing but I honestly wasn’t. I really was asking because I paid $150 for the room and my child was looking forward to the pool and I truly wondered if the hotel would be offering some kind of compensation or perk for the inconvenience. I feel like that is a legitimate question for any consumer. They did fix the pool after 10 pm and did keep it open but my child was asleep by then and never got to swim. I get that staff can be overwhelmed but yelling at a customer when they are asking about a legitimate concern is very bad service. I wish I would’ve never chosen this hotel. He made me feel like i didn’t matter as a guest...

Very disappointed! Liked · The location was easy to get in and out of from the road. We liked this. The one hotel staff worker we encountered, was very nice. She checked us in and also was who came to clean the room when we asked for at least the bathroom sink to be cleaned and the coffee station to be clean and replenished. I only mention these few negatives here because she was great about helping us. The room was a great size. It gave us the space to move around comfortably. Pillows on the queen beds were comfy.

Disliked · The location is not close enough to walk anywhere but is NOT a deal-breaker for us. The room was open, with the safety lock in the door to keep it open. The door was tough to open and close. Everything in the bathroom was dirty. The toiletries (soap, lotion, towels) were enough for one person in a room capable to fit 6, and 5 people were booked and stayed. The bathroom door would not shut all the way, it was too tight. The kitchen sink was dirty and the coffee station was not cleaned or replenished with coffee or cups. Beds were made but appeared as if people had sat at the ends of them. No bedding or pillows for sofa bed. Remote for TV would not change channels, only turned on the TV and controlled the volume. The phone would not work unless I used my nails to pull the button up. The button sticks as if I never picked up the receiver end. Some plugs were not able to use a phone charger end. No USB ports for charging. The breakfast was not good and very limited. The pancake maker was down and no waffle maker was available. I have a 4-year-old and these foods are life. The eggs were watery and the sausage undercooked (for me). No fruit or oatmeal was available. The pool had tiles coming up/off and standing puddles of water on the floor. The pool did not smell clean and the water was very dirty. The pool was way too cold to get into. This location has no hot tub for those that cannot take a cold pool. Besides the location, these are all huge problems for the price we paid per night and the point of getting the room vs driving home for the night. I booked from Booking .com and the hotel charged an extra $25 at check-in that I would get back at checkout. This means no leaving the keys in the room, you must physically checkout. NOT a deal-breaker for us but not...