Holiday Inn Express & Suites Allen Park By IHG

The hotel itself was fine. I booked at the last minute because of a snowstorm and wanted somewhere safe. The next morning I asked to stay later until the winter warning had lifted, but they said no. I explained that I’d feel safer and would really appreciate it, and they still refused. I understand late checkout isn’t always possible, but they were dismissive on this occasion. It felt like they had my money and just wanted me out. I wouldn’t return because of the customer service.

We’ve stayed here several times and usually liked it, but this was a horrible experience. The elevator jolted and trapped six of us, including several children, one infant, and a pregnant person, for 30 minutes. We were under the person and weight limits posted on the wall. Hotel staff didn’t help after we called, and we had to call 911 for the fire department to pry the doors open. Only after we were rescued did the front desk worker tell us she’d seen us get in and thought the elevator might not hold. If the actual limit differs from the sign, they need to change the signs. Nobody checked on us after we got out or asked whether we were okay, even after we said the elevator had jolted us. They offered no medical attention. Staff blamed us for having too many people, despite us being under both posted limits. We later told management that hotel staff had hung up on us while we were stuck and asking for help, and were barely offered a discount on our rooms. We would have left that night if we could have made it home before 3 a.m., but home was too far away. At checkout, staff told us this had happened to employees before. It’s clear nothing has been done to fix the elevator, and they’re still letting guests use it. The hotel needs serious safety training and updated signs before another family goes through this. Proper training and signage could have prevented it.

The room was spotless, quiet, spacious, and nicely furnished, with a very comfortable king bed. I had nothing negative to say. One suggestion for management: please ask guests to close their doors quietly at check-in, since sound carries through the halls and into the rooms.

It was an old Holiday Inn, with standard beds and an ordinary breakfast, as expected. The beds seemed clean, but there was hair in the bathtub. The shower pressure was low, the remote didn’t work, and the shutters were hard to lower. Room 318.