Holiday Inn Express & Suites Detroit - Utica, an IHG Hotel — Hotel in Utica

To whom it may concern;

My name is Michael Bashore and I have been an IHG member for many years. To my knowledge, this is the first time I have written a review.

On Monday, Feb 12th, I checked into the hotel around 4 PM. When I tried to get into my room, the key did not work. I went back to the front desk and requested new keys. At this point, the host said, “We have been having issues with keys today.”

I was able to get into my room with the new keys.

When I got into the room I noticed that the room was a little cool for my liking so I adjusted the thermoset from 70 to 74.

Around 6 PM, I turned on the TV and the remote only turned the TV On/Off. It would not do anything else. I called the front desk and explained the issue. I was told that they would bring me a new remote control as soon as he checked in the guest at the counter.

Around 6:30, I noticed that the room was not any warmer than it was when I first got into the room. I turned up the thermoset again. Only this time, I put my hand in front of the fan and all I felt was cool air. I confirmed that I had selected “HEAT”. I had. I concluded that the heater was not working. I went down to the front desk and explained the issue and requested to be moved to another room. He gave me the keys to room 213. The heat and the remote both worked.

On Tuesday, I came back to the hotel around 4 PM and went to room 213 but could not get into the room. When I used my key the light did turn Green, but the door handle would not engage the latch so I could not open the door. I went to the front desk and explained the issue. The young lady working there said she would go with me and see what was going on. She tried her hotel keys. She got the same result; the light would turn Green but the latch would not engage. She said she would have to get a maintenance person to address the issue. However, there is not one on site. She will have to call someone to come to the hotel. She called someone. It was an hour before they came to the hotel.

The maintenance person was able to get into the room. He said that the key assembly on the door needs to be replaced. He was going to put a new one on the door. I waited in the room while he went to get the new assembly. After about 30 minutes he came back and installed it. He said everything should be fine now.

The next morning as I was leaving the room, I decided to check the lock using my keys. They did not work. I went to the front desk and explained the issue, she said that a maintenance person was there and she would get them for me. It turned out, it was the person who replaced my lock. He took my keys and had them re-programmed and then went to my room to confirm they worked.

RECAP:

a) I have an issue getting into my room 2 days in a row. It could have been 3 days if I had not checked my keys after the lock was replaced

b) Not having a maintenance person on-site during what I would think are prime check-in times (4 PM – 7 PM) when most room issues would be found.

c) Having to wait at least an hour to get into my room because there is no maintenance person available.

d) The hotel not doing anything for me other than saying “Sorry”

Summary

I do not blame the staff at the hotel. They did what they could to assist me. I blame the management of this hotel because they are responsible for scheduling and for training the staff.

I will not be returning...

Hello, We made the reservation at this hotel because it has a spacious room, breakfast buffet, and a pool. We paid more than 140 dollars for it, when we arrived at night and when I was checking into the room, I had asked the front desk receptionist if my kids could go into the pool, she said the pool was already reserved for the rest of the day. I was shocked and asked her why we should reserve it, she said we should make a reservation in the morning, and that was so silly, how am I supposed to make a reservation and my check-in was at 2 pm? Why would they say they have a swimming pool without including the fact that we must make a reservation, I wouldn’t have paid for the hotel if I knew that, my daughter was crying all night. When I investigated the pool only 2-3 people were swimming in there. That wasn’t even the worst part. when we went up to the actual room we went in and saw that the mattress was full of urine stains and massive amounts of pet hair everywhere (bathroom, towels, sinks, carpet, beds, and couch). We called the front desk and told them that the mattress was stained and asked them for help, the only thing that the receptionist said was “Thank you and I’m going to report that” seriously?! We woke up after a horrible night’s sleep with 2-3 hours of sleep only. We went to take the supposed breakfast buffet, and we were expecting a sufficient amount of food to be there, it was NOT a buffet, why would you call it a buffet if that’s not what it is? The guy who was distributing the food was very rude with us, using an impolite tone of voice, and throwing the utensil on the table. We are limited by the amount of food we can eat, so we took a little and went up to the room (there was no place to eat). My kids were still hungry because the food was little, and I told them to go get some more food because it’s a buffet, they went down and asked the guy for more food, and he started shouting in their face saying “ you guys can't take any more food, you already had some” and my kids were shocked about his rudeness, and they returned back to the room very upset, the food wasn’t even that special, it was hysterical. Is it the job of the buffet employee to memorize the faces of people t make sure they don’t take seconds? I saw that he gave the family before us seconds. I was very frustrated when I was checking out and I asked about the behavior of the buffet and she said that we can take as much as we can and that the guy was in the wrong for doing that. I told her about everything that happened to us during our horrible one-night stay and she said that they will take care of that and she’ll also talk to...

not pleased with my visit and the how staff handles things. i rented this room to celebrate my birthday. within an hour of me getting there i felt something on my leg while sitting on the couch. it was a small black beetle ( googled, not a bed bug but still ) i killed it and moved on. i went to the vending machine room to get ice (no bags for the ice anywhere) and the trash can was over flowing, people started piling garbage on to the floor. i let that go as well, figuring someone would be around to clean it eventually. we tried the pull out couch and found a baby doll underneath it meaning no one cleaned under it. we had a king suite with a whirlpool, during my bath i found yet another black bug IN the bath water. i woke up in the middle of the night with ANOTHER BUG on my lip IN THE BED!! we were located next to trees so i tried to be understanding but STILL, im paying for a hotel i’d like to relax and sleep without bugs on me. next day, i go to take a shower and the blow dryer plug is bent. i had to ask an employee who was cleaning rooms for sugar for my coffee because there was none at all in the room. i was leaving for the day so i stopped by the front desk to have them fix the blow dryer. we mentioned the bugs to the person behind the counter. he literally didn’t react at all. no apology, no offer to switch us rooms, no offer for partial credit or an offer for another stay at a different time when the bugs aren’t as bad. he just said “what room are you in i’ll go look”. we got back and needed to shower, but no one brought us a new hair dryer so we had to go downstairs to get the one they were supposed to fix and return. when we came back up we realized no one came to our room at all because we looked around and ended up finding that the window was cracked open (if someone had came like they said, they would’ve realized it was open and bugs were getting in). as we’re leaving again for dinner, i go to drop some of our trash in the can in the vending room. the trash was STILL piled up by the can so that means 24 hrs went by and no one cleaned that room. it smelled like old hot fish. could also explain the bugs... with COVID being a very big deal right now, they should’ve been cleaning a lot more than they did. overall my birthday visit (that definitely was not cheap) was pretty unenjoyable and no one even cared that we had...