Holiday Inn Express & Suites Waterford by IHG — Hotel in Waterford Township

Beware; Health and Safety Hazard !!! We will never stay at this hotel again!!

Stayed 3 nights in a double queen suite. I reserved online for best available rate. We were in town for a funeral, so I asked about funeral discount and was told that the price we reserved online was less than if the discount was applied. Not sure how that could be.

Positive experiences: Room size was nice. The suite included a refrigerator, microwave, sink, and sleeper sofa. The temperature of the pool water was comfortable. The complimentary breakfast offered selection of foods, both hot and cold. We were able to extend our stay by 1 night due to winter weather conditions affecting our travel plans.

Negative experiences: Check in time is listed as 3:00. We spend about 30 minutes waiting for our room to be ready. We were finally able to get to our room about 3:30. The front desk did apologize and offered us a free can of soda. We requested a crib upon reservation. Room did not have a crib. I had to call the front desk to ask for one. It was brought down to our room promptly. However, the sheet on the crib mattress was ripped and zipper was broken. I called and asked for a new sheet due to the safety of having a loose sheet in the crib. Upon arrival to the room and after unpacking, I luckily decided to open the shades and look at the window. The window was closed but not locked. This was concerning because we were on a ground/sublevel floor (room could be accessed easily from the parking lot). We returned to the hotel on the 3rd day to discover that our keycards did not work on the side door. My wife had to walk around to the front of the hotel. The local area had an ice storm that morning so the sidewalks, parking lot, and steps were very icy. There was no salt put down at all. Some of my wife’s family members slipped and fell on the icy sidewalks. I had to wait at the side door with our 9 month old baby for about 10 minutes. During which time, a maintenance employee walked by me twice while taking out the trash. He did not ask if I needed help or make any type of contact with me. Once my wife let me in the side door, the new key that the front desk gave her did not work for our room. I had to make a second trip to the front desk to have our keys activated. I was told that the cards can’t be re-activated with a phone reservation. I understood that but told the front desk that somebody should have let me know that we needed to have our keys re-activated at the front desk. We enjoyed the pool for about 20 minutes on our first day. We did not go in the pool on our second or third day because some family members also staying at the hotel found fungus and black mold in the pool shower area and near the windows. The morning of our plan to check out, there was a sign posted that the pool was closed for maintenance! The local health department should inspect this hotel! At checkout, front desk staff didn't ask about my stay, offer to make things right given the issues with icy sidewalk or...

I went to this hotel because I've been here before and had an excellent experience. However, this time was different. It was a holiday weekend and the hotel closed the pool "until further notice" without any explanation when I checked in. I had 6 children travelling with me so we had to reserve 2 suites per the hotel's policy (there were 8 of us total). We had come a day earlier than needed to use the pool and relax. Needless to say, they were very disappointed. The hotel staff did not offer any alternatives (e.g. reduced rate, help finding another hotel, alternative places to go to swim). They just said it was too bad they had to close the pool and it wouldn't be open until after the holiday. Also, I had to track down housekeeping staff to get extra towels on the 2nd day (I stayed 2 nights) and to empty my garbage. The sleeper sofa in one of the rooms had filthy linens on it when I pulled it out for my kids the first night, so we didn't utilize it. I brought this concern to the front desk staff. They said "sorry about that" and stated they would notify the housekeeping manager for follow up. I never did see a manager or get the sleeper sofa cleaned. I also asked for some ketchup and mustard when we didn't have any for some food we had brought. I was told when we checked in, "if there's anything we forgot, just let us know and if we have it we'll give it to you." I was told there wasn't any ketchup (even though it was put out for breakfast the day I asked for some and the day after) and was given 6 mustard packets for the 8 of us to share by the front desk staff after they "huffed" to the dining area across the lobby to get it. We had the same staff all weekend and on the holiday, so there was no one else to take our grievances to and we had to put up with the attitudes all weekend. When I brought up my concerns and disappointment in my stay to the front desk staff again at check out, they said "I'm sorry. There's nothing I can do for you. That's just how it is." I may or may not return to this hotel to give them another chance. If I do return, it will be because I had excellent service the first time and to see if it can...

We have stayed at this Holiday Inn Express over a dozen times over the last 8 years. Each time is a little worse but this one was awful. There is something wrong with the air conditioners. They don't remove the humidity from the room so it is cold and damp. The bed is cold and damp. The mattresses are extrememly soft and worn and you wake up with a sore back. There is no refrigerator or microwave and you have to book a suite to get these. Worse, the ice machine is downstairs by the pool. The ice bucket doesn't hold much so if you have a small cooler you can't fill it with ice to chill water or a beverage unless you make 2 trips to the ice machine. They were resurfacing the concrete in front and you had to cut through the bushes in order to access the front door. There was an incredible amount of dust and our car was full of dust afterwards. The hotel was full. I don't know why they would schedule this on a busy weekend. The front desk clerk, Ayna told us you don't get welcome amenties if you use points for your stay, even though we are platinum members. I checked on this and they said its up to the hotel. So obviously they don't care if you want to stay there again and we are definitely never going back. The only good thing I can say is that the room was clean. We were exhausted each morning due to an uncomfortable sleep. The breakfast was nice but they switched to Cinnabon rolls instead of the Cinnamon rolls we look forward too. These are not the Cinnabon rolls you get at your favorite food court. They were dry and not as good. The breakfast fare is assorted but for us with so many stays, its boring. The turkey sausage was like cardboard. But I guess its OK for free. We have stayed at many different holdiay inns so we know it should be a lot better than this. The mechanics, mattresses and conveniences at the hotel are in need of vast improvement. I will have to find something else the next time we visit the...