Holiday Inn Express And Suites Detroit North - Roseville By IHG

Great experience, room was clean, staff was friendly and helpful!

Awesome morning and evening staff that guy at front desk for midnights is horrible and customer service is not his profession

Was assigned a room that didn’t have a blind so when we asked to change rooms they were very quick to rectify the issue and moved us to another room. Breakfast was pretty standard. Some noise from the highway but quiet overall. Easy to get downtown

Dear IHG Customer Service, I am writing to report two deeply distressing incidents that occurred during our stay at the Holiday Inn Express in Roseville, MI (30300 Gratiot Ave). Our stay, booked through Agoda, began on January 22, 2025, and has been marked by repeated violations of privacy and unprofessional conduct by staff members. I am here on business, working on an important case, which makes these violations even more disruptive and distressing. Incident 1: General Manager Entering Our Room Unannounced On January 22, 2025, at approximately 3:30–3:45 p.m., the General Manager entered our room without proper authorization. He knocked once, opened the door, and stuck his head inside the room. Upon seeing my wife, Precious Harrison-Varner, naked, he yelled “housekeeping” as a justification for his actions and proceeded to step further into the room. This intrusion occurred despite the fact that the door was equipped with a visible "Not Ready Yet" tag (attached as evidence). After seeing my wife, she followed him into the hallway and asked, “How are we going to resolve this matter?” The General Manager continued walking away with his back turned, dismissively saying, “I know, I know, I’ll give you some points.” When I later confronted him about this incident, he claimed he was doing “housekeeping duties.” This explanation is implausible, as it is not standard protocol for a General Manager to perform housekeeping tasks. His actions demonstrate a clear disregard for guest privacy. Instead of resolving the issue or offering a meaningful explanation, the General Manager escalated the situation by threatening to ban me from the hotel and the IHG program. This response appeared to be an attempt to avoid accountability for his actions and failed to address the severity of the matter. Incident 2: Housekeeper Entering Without Permission Four days earlier, on January 18, 2025, at approximately 10:35 a.m., a housekeeper entered our room unannounced while my wife and I were still in bed. The housekeeper grabbed towels while we were naked, completely disregarding our privacy and without prior notice or consent. Impacts and Concerns These repeated violations of privacy have caused significant distress to both my wife and me. Being here on business and working on a case, these disruptions have interfered with my ability to focus on my work and have caused additional stress. The dismissive and unprofessional behavior exhibited by the General Manager, coupled with the prior incident involving the housekeeper, reflects a severe breach of trust and respect for guests. Offering “points” as a resolution to such an egregious issue, claiming to perform “housekeeping duties,” and then threatening to ban me for raising concerns, is both insulting and unacceptable. Requested Resolution I kindly request the following actions be taken to address this matter: 1. A formal investigation into the conduct of the General Manager and other staff involved in these incidents. 2. A written apology for the distress caused by these privacy violations. 3. Immediate assurance that such incidents will not occur in the future, including staff retraining on privacy protocols. 4. Compensation for the inconvenience and emotional distress caused by these incidents, which should include more than just points (e.g., a refund for the stay or additional meaningful accommodations). As a loyal IHG Business Member and frequent guest of Holiday Inn Express hotels, I expect IHG to uphold its standards of professionalism and guest care. These incidents require immediate attention to restore my trust in your brand. Please respond to this matter urgently. We can be reached at 313-516-9984 or 313-333-4265. Thank you, Martin Varner & Precious Harrison-Varner Studio 279 Fitness