We stayed overnight on January, 6/23 in Room 203 at the Holiday Inn Express- Detroit Metro Airport 7680 Merriman Road Romulus, MI 48174 Upon entering our room we noticed a soiled cleaning cloth on the floor in the bathroom. We also noticed the sink did not drain properly, there were no glasses for water and the TV and Remote did not work properly. The remote did not control the TV and the TV audio and video kept pausing repeatedly making it impossible to watch anything. We called down to the front desk, but the girl was busy with check-ins, and said she would come up later. She did not come up but we assumed she had either just been too busy or forgotten, which is understandable. The USB ports to charge our phones underneath the TV did not work as they were too loose and the cords kept falling out. I also was never asked if I was an IHG Member upon check-in or check-out, and received no points for my stay. This is just a personal preference, but one other thing we didn’t care for were the toiletries not being individual samples as it seems unsanitary because of COVID. I reached out to IHG on Twitter on January 7 and received a response right away. They reached out to the Hotel Manager to investigate and said I would hear from her. I received an email from the Hotel Manager January 10 stating she knew nothing about my concerns, so I forwarded her a list of issues we experienced. Finally, on Monday, January 16 after receiving no response from the Manager, I called the Hotel and asked for the Manger, who maintains she did not receive my email, which was a direct reply to hers. She offered me 8000 points, which I did not receive. This Hotel stay was the first night of our 2 week vacation. The first since COVID. I am not impressed by the apparent disregard for patrons by the Hotel Management. January 18, twelve days after our stay, and there was still no resolution, which is completely unacceptable Customer Service. No one should have had to deal with this while vacationing. Just to follow up, IHG Twitter added 10,000 points to my account, and I received 1,468 points for the stay. It appears 5,000 points were added as well, from the Hotel Management? Unsure? I do not enjoy leaving a bad review but also do not appreciate having concerns/issues seemingly dismissed as unimportant, and for that reason alone we WILL NOT be staying in this location again. P.S. I was unable to upload any pictures as the site will not work.
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