Holiday Inn Express & Suites Belleville (Airport Area) by IHG — Hotel in Van Buren Charter Township

I travel on business, a lot throughout the year. I had a reservation in Belleville MI, I walked in with credit card and driver license in hand. I was advised that all that was available was the bottom floor, which was ok with me given that I had been up since 4am working/traveling. When the young lady checking me in looked at my credit card, I was told that I would have to present a card with my name on it. Our cards are in my wife’s name. This is the same card that is on file with Holiday Inn, has been since 1997, and that has been used to literally make 100’s and 100’s of H.I. reservations. In fact, I had just used this same card the night before at a Holiday Inn in Pittsburgh.

When I explained all of that, I was told that this was for security reasons, and that I could not check in. I asked if this was some new H.I. thing or just this hotel’s policy, to which I was told both (which I have since found out is not true). So, I asked if there was someone I could talk to. I was advised to call 1-800-holiday. I called, while sitting in the lobby, and the gentleman on the phone was working feverishly to help me. I even said I would be willing to change hotels, to which he advised that if I canceled my reservation, that my credit card would be charged for the full amount in Belleville. I’m sorry? The same card on file that they would not let me use to check in, is the card that they would charge for the cancellation. Oh the irony!!

After 38 minutes on the phone, a gentleman from the hotel approached me and advised me that they would check me in. I explained that I was on hold with H.I. and he said it would not be a problem, and again repeated the security concern. I assured him that the odds of me traveling from Jacksonville FL to use a fraudulent credit card for a one-night reservation in Belleville MI of all places, would be phenomenal. Vegas, may make more sense, but Belleville MI?

I thanked the guy on the phone, and explained I was getting checked in. Surprisingly though, the bottom floor that was the only thing available 38 minutes before, was not where I was placed. I was placed on the top floor, in a suite. While I should certainly be thankful for that, I’m sure that was a preemptive move to keep me from giving this review.

To the owners of this property – Change that policy or allow your people to use some common sense that if the card is on file with Holiday Inn, and that person has been a rewards member since 1997, chances are you are not getting taken to the cleaners for a room for one night.

To the folks using bad cards here – STOP. You are screwing it up for us long time members out here trying to make a living while living out of hotel rooms for weeks and...

First why would you have Daniela working breakfast and or any customer service aspect at all. The worst breakfast in years or any hotel my wife and I have had at any hotel ever. I a word awful Daniela was. The front desk at check in did not even say welcome Platinum member, I guess you want the points wow really. I ask for quick check in we don't do that now, late check out we don't do that now, upgrade we don't do that now. I ask IHG if the hotels don't participate in the IHG rewards level amenities why are we members and where are the benefits? IHG or the hotels really need to compensate for the lack of members services during these times. Just the worst being a club member I have ever seen. I know we get points but also the amenities of the club level is the BIG part of being a member. I have to say at this time you really need to have your front desk staff and Daniela do customer service training. Also I will never ever go to a hotel that ask you to wear a wrist bracelet to use the pool how low class. We have been coming to this hotel for many years we loved this hotel and now it's a 1 STAR hotel how low class can this place be. The room was clean the house keeping staff first rate but maintenance is lacking the hum of the fridge who could sleep. I could not even close the curtains all the way to block out the light. You had a first rate hotel and turned it into a dump. Breakfast went like this : what would you like Daniela ask? Breakfast I said, no really Daniela said. I ask what do you have ? Daniela not much, I asked what is in the veg omelets? Daniela said green and red I don't really like them but you can have them, WOW I said. I'm getting two breakfasts for my wife and I and she said I don't have and carry trays. An then it was do you have: no, no, no. I said never mind and walk away. I went back to the room and told my wife lets just leave this awful place I know how we loved this place in the past but lets just go, please. She said I'll go get us some breakfast. She went to see Daniela and return with breakfast. My wife said she asked Daniela how she was and she said I was having a good day until your husband showed up. WOW get Daniela a new position away customer care clearly she should not be part of customer service. The sausage was raw the veg omelet was awful the fruit was over ripe the worst breakfast ever from any IHG hotel ever I mean AWFUL. WOW we loved this place I know COVID and all but what a 1 star hotel this place has become. The management and owners should be ashamed of them self's for letting such a wonderful get away become the worst place we have been in years...

We are very disappointed in this hotel and our stay. We stayed May 16th. We are Elite members. We reserved a king room and specified we needed a very quiet room because we were both working remote with video conferencing the next morning. We also asked for an upgrade as elite IHG members.

When we arrived we immediately witnessed a lot of construction vehicles on site. We had to park way out back and walk all the way to the front. When we entered the lobby we immediately witnessed an absolute mess. The floor was partially torn up and a section blocked off. There was a make shift desk where we checked in. We went to our assigned room, room 339, and it was right alongside busy/noisy I-94 highway. We went back down and asked to be given a quiet room as requested as well as a free upgrade. We were told we could be upgraded to a jacuzzi suite for an additional price. Now I was mad. If they had a quiet room and an upgrade, it should have been provided. We refused to pay more and the clerk refused to give us what we requested. Had we known the problem before arrival we would have stayed a few miles down the road in Romulus or Allen Park.

The construction was awful. Dust was covering the breakfast tables and we could smell it on the 3rd floor making my nose drip throughout the night. We went down to purchase a soda and were told there were no soft drinks available. We had a choice, go to the hotel next door or drive down the street to the gas station. In the morning we asked where the business center was to print our flight documents and were told that was not available and we had to go next door to another hotel. At breakfast, the breakfast lady was rude and clearly did not like her job nor want to be there. Then at 11:10 am or so, someone from the hotel called me and asked if we were checking out or staying another night. I informed her we were staying until noon, just like agreed upon by the check-in clerk because we were working half-day.

Our work was interrupted and compromised, and in general, our stay was awful. Nothing was said on the website about the mess or lack of services and amenities or we would have never have...