The Holiday Inn Express & Suites located at 6910 Whitmore Lake Road Brighton, MI, 48116. Please beware the manager (Kevin A.) at this hotel he does not take accountability for his actions and does not care about his customers. I have been an IHG rewards member since 1998 and I have never experienced a situation like the one I encountered last night. I booked a room through my IHG app and received a confirmation number. After my 3 hour drive, I arrived at the hotel to be told, they we sorry they did not have a room for me because of their 3rd party bookings. The clerk stated, he was sorry and that he knew this was going to happen because it always happens when he works and he was hoping the rest of the people wouldn’t show up. I explained I always show up and if something happens and I can’t make it, I would call. Which is what this young man should have done when he realized the hotel was overbooked, but instead he did nothing except inconvenience people and waste their time. This clerk knew well in advance that he didn’t have enough rooms. In fact there was a surgeon who tried to check in before me, (trying to get some sleep before her 7 surgeries the next day) and she was also displaced. This hotel is a joke! I will never book there again. I have lost my confidence in IHG, I travel often and when I book a room it’s because I will need a place to stay. Please take my advice and do not support Kevin A. at the Holiday Inn Express Brighten, MI - South. The temporary resolution: Only after asking did they make arrangements with another hotel. A hotel that was along my original path. So I was forced to back track, if I wanted a place to stay. Get this, when I arrived at the sister property in Brighten, they tried to charge me an additional $60. I had a fir and called the previous hotel. The clerk explained how to adjust the rate. I was not offer anything for this inconvenience! I asked the clerk to have the hotel manager (Kevin A) give me a call the next morning. When I hadn’t heard from him at 3:30pm, I called the hotel. He let me know he got the message but he was busy all day and didn’t get around to calling me. I was perplexed at his answer. He did not apologize but in fact said the incident was not his fault it was Expedia’s fault and there was NOTHING he could do for me. I said, “sir, you could have picked up the phone and, at the very least, offered me an apology.” He said, why would I apologize it wasn’t my fault! I beg to differ, you and your staff knew well in advance, of my arrival, that you did not have a room for me and you didn’t pick up the phone to let me know. I told Kevin A. he owe’s me something for wasting my time. He said, I can’t give you anything. So guess what, I can give him something….. a review on every platform that will make people think twice about staying at HIE Brighten, MI south hotel. I feel badly for the staff who have to work with this clown! Please drive an extra 10 minutes
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