Holiday Inn Express Romulus / Detroit Airport by IHG

We accidentally took the Romulus shuttle to the wrong Holiday Inn Express, the one in Belleville, where our car wasn’t parked. Christie from the Holiday Inn Express in Romulus went above and beyond: she helped us find the right shuttle and retrieve a bag we’d left on the first one. My husband and I want to recognize her outstanding, very helpful customer service. Thank you, Christie!

The cigarette smoke smell in my room was strong as soon as I walked in, and it stayed the whole time. That was a big disappointment in a property advertised as non-smoking. The bed wasn’t as comfortable as at other Holiday Inn Express locations either. There were good parts: the staff were welcoming, friendly and accommodating, the complimentary breakfast was hot, well stocked and had plenty of choices each morning, and the fitness center had the equipment I needed for a solid workout. The location also worked well for my plans. Still, the smoke and bed comfort affected the stay a lot.

Farrnch was handling a packed hotel all by herself, doing the work of three people. After four people ahead of us, her attitude was still great, and she was wonderful and professional. She and MS. PAT were working very hard and doing the best they could. I feel sorry for the staff who cared and tried. The hotel itself was one of the worst experiences we’ve had for cleanliness. After an eleven hour direct flight from Istanbul, we stayed last night and I was calling around at 10;00 p.m. to find a clean hotel. We were stuck because our car pickup was the next day. The room smelled dirty, so we slept with the windows open. It was filthy everywhere, including the carpets and outside of the microwave. Nothing worked in the breakfast department. The place looked like a tornado had gone through it. We travel monthly, so we know. I’d read the reviews, but I don’t understand how this place got a 4. It should be a "1or 2". We’d had a hard time reaching Farrnch at the front desk while waiting at the Detroit airport to ask when and where to be picked up. When we arrived at our HOLIDAY INN EXPRESS. Romulus., she was all alone at a very busy hotel.

Brittany was the only one working, but you’d never know it from how calmly and confidently she handled everything. Around 15 unhappy customers were there when we arrived, and she dealt with everyone with a smile. She was professional, friendly and made sure we were well taken care of. She’d make an excellent manager and deserves recognition for a job well done.