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

Do not stay I would NOT stay at this hotel. Please read through to the end to see how management responded. We had multiple problems during our stay and no one seemed to care. I tried calling the manager and her voice mail box was full. I emailed her and had no response. (I never heard back from her). The problems started from the moment that we checked in. Our reservation was for one king room and 2 queen beds in the other room. They changed the 2 queen beds to a king and didn’t even call or email to ask if this would work for us. Then we got off the elevator to a such a strong marijuana smell that I thought I was going to get physically sick. Our room was nothing like a Holiday Inn standard type of room. Very disappointed. The room smelled musty and the air was not working well. Then we went down for the breakfast at 8am and many things were unavailable. Just to name a few: no milk, no cinnamon rolls, no pancakes, no sausage gravy and the omelet was absolutely cold as if it was never heated. Still yet another issue was the pool. It needed some serious chemicals to help clear it up. I would not get in. The pool room looks NOTHING like the online picture. These are just a few of the issues we had. The other members of our group had different horrible experiences. Someone needs to take a look at the serious issues this hotel is facing. UPDATE: Upon our check out the assistant general manager was there and I was able to speak to him. The management said they are working towards improvements and that they are aware of the changes that need to be made. They switched management two months ago and it is taking time to transition to better protocols. The assistant manager was very helpful in trying to right the wrongs that were done during our stay. I hope the upper management explores his excellent managerial skills.

Property cancelled for no reason - but room was still available - but at a higher rate. First of all, I want to state that I did not actually get to stay at this property. Coming into the area to visit my ailing parents, so I went to IHG as usual to book my reservation. Made the reservations 4 days in advance. Late afternoon of the day before traveling (today) I got a cancellation notification - no reason given. Called customer support and found that the property cancelled the reservation, but the room was still available - but only at a higher rate. Talked to a supervisor who said that this should NOT happen, but didn't seem to be able to do anything for me other than opening a case. That doesn't help with my immediate problem, as I need a room. It's stressful enough dealing with ailing parents, I did not need the additional stress of trying to find another comparable room at the last minute. I will not consider this property in the future. Having been a long-time IHG customer, how this situation is being handled is giving me second thoughts using IHG in the future. Also, if you are considering this property, check the recent reviews for the property on IHG itself. I wish I had...

Gross Do not stay at this hotel. There was nothing but trouble from the moment we walked into the hotel. When we entered the room, the floor by the room entrance was sticky, which I cleaned because our shoes were sticking to the floor. The carpets were stained, random stickers on the wall, a faint beeping sound in the wall and there were parts of the drywall flaking off. From there, the TV was not working, and two people including Maintenance came to our room four times to try to fix the problem, which was ultimately not fixed. To entertain the kids for the evening, we took them to the pool. Within an hour in the pool, my children were crying because all three had developed rashes from the murky pool water. We ran them into the bathroom in our room to shower them and noticed pubic hair in the corners of the bathroom floor and black mold in the ceiling of the shower. All of these items were mentioned to the manager on duty, who offered us a smaller room and a bit of a discount for the TV problem. We ended up leaving the hotel and going somewhere else that night. I tried to call the day manager, Hannah, and left her a message to call me, but she has yet to do so.

Always feel right at home From someone who has stayed with this hotel for just about 3 years now for work, they have always made sure it felt like home, clean rooms and everything well taken care of. Theresa has been amazing at accommodating and making all the work behind the counter and with my room as effortless as I could ask it all to be. Friendly crew and always make sure I enjoy my stay!

WORST HOTEL STAY EVER!!! This by far was the absolute worst experience I have ever had at a hotel! I reserved a room for a wedding I was attending and they had reserved a block of rooms. I booked my room over a month ago. Never heard anything and the day before I got an email to check in so I did. I drove 4 hours to get to hotel to find out that there were several people who have been waiting for rooms in the lobby for over 2 hours! When I went to check in, I was told that my booked room was not available as they had a hockey tournament that books the hotel every year and that the hotel was overbooked by 5 and I may not get a room at all! I had a wedding to be at starting at 5 and it was already 4:15. I tried calling corporate and they took my reservation number and then transferred me to someone else and they started to talk with me and then I got disconnected. Could never get back in touch with them. The front desk Lao told me they were short handed as 2 people called off. He called and spoke with the manager of the hotel who was at home, and not there assisting with all of these problems. I was then told that they would be giving me 20,000 points in my account, and that would plow me to go to another hotel and try and get a room! I am from out of town and had no idea where the other hotels were! Again, we were late for a wedding! Finally, after my friend changed in the bathroom while I argued with them, they finally had a room that was not the room I booked, but better! We ran upstairs and I got changed and we’re over an hour late for the wedding missing the vows! We were offered the room at a discount, but they had already charged my card earlier in the day! Said a credit would happen at checkout and it still has not come through. Was not given the credits I was promised! When we checked out, I found out the rude guy at the desk mixed up our rooms with another couple and we were in the wrong room under their name! Getting sleep at night was impossible, because the kids were running, yelling and screaming in the halls all night with no help for parents. When we came back from the wedding, all of the hockey parents were sitting in the lobby drinking with more alcohol than a bar! I counted 26 bottles of wine at one table, and a ton of heavy liquor bottles at the other table! The parents were even loud and their children were terrorizing the residents of the hotel! I have been trying to get a hold of corporate today to no avail! Never stay at this hotel! I could understand maybe if this was not an international chain of hotels, but they are a well known hotel chain! Very, very upsetting and will never stay at another one again!