Holiday Inn Hotel Detroit Metro Airport an IHG Hotel

Fair
Traveller Type: family with young children

Poor
Traveller Type: family with young children
  : Nothing.
  : We had a reservation made through Booking (paid in full several weeks before the date). When we arrived around mid-morning on the date of the reservation, there was no room ready - that was quite ok, it was early. We left our luggage at the hotel and went on to our planned activities. BUT, when we came back in the evening (around 10 pm), there was still no room available. The lady at the front desk took no responsibility and said it was the fault of the cleaning staff who didn't do their job properly. While we were waiting, another family came down because the room they had just been assigned was dirty (including hair in the bed, and an un-flushed toilet...) Eventually, we were told "our room" was available, but when we went up, it was a smoking room - horrible smell. Of course, the lady at the front desk had conveniently omitted to share that small detail with us. We had a 7am flight the next morning, so we really needed the sleep and chose not to argue. The next morning, we complained and the front desk lady (another one) told us that there was nothing they could do to compensate us since we had made the reservation through Booking. So now you know: if there is no room available at 10 pm (for a reservation paid in full weeks earlier), if you are given a stinky room, or worse, a dirty room, it is not the hotel's fault and you don't deserve any explanation, apology or compensation: it's all the fault of other people.

Wonderful
Traveller Type: review category business travellers